(23 Feb 2015, 6:51 pm)aureolin wrote There could be a number of reasons for the delay, but of course interviewing a driver can cause a delay, if they're off shift or on leave for example. You'd expect to be able to interview the majority of drivers on their next shift, but again, it comes down to the urgency the management team put on it.
As you say a number of reasons for the delay. A complaint made on a Thursday afternoon for example can take up until the following Tuesday for a manager to start to review the complaint.
Week One
Thursday afternoon customer makes a complaint.
Customer services get to the complaint when the department is just about to shut down, its not a serious complaint so its left to research on the Friday.
Friday morning and customer services start to look into the complaint, look at timetables, route maps or what ever is needed to research the complaint. It must be remembered that a lot of people that work in customer services are clerical based employee's that have no operational experience. Someone in a Customer Services department in Gateshead or Sunderland for example could be dealing with a complaint from Hartlepool.
Friday afternoon its decided that the complaint needs to go to a manager who would be very lucky if he has a opportunity to even start looking at it.
Satuday its still on the desk.
Week Two
Sunday its still on the desk.
Monday Manager gets to deal with the complaint and decides he needs to view cctv footage of the incident that the complaint is about. He then requests the hard drive off the vehicle so he can view the cctv. Bus is on the road so the hard drive will be removed when it returns to the depot on Monday night.
Tuesday Manager gets to view cctv and decides that the driver needs interviewing. Writes letter to driver informing him of the complaint and gives the time and date the interview will take place.
Wednesday Driver is on his late week and starts at 15:30, union rep finishes at 15:00 so no interview
Thursday Driver is on his rest day so no interview.
Friday Driver is on his rest day so no interview.
Saturday Manager is on his rest day so no interview.
Week Three
Sunday Manager is on his rest day so no interview.
Monday Manager or union rep has prior appointments so no interview.
Tuesday Driver is on his rest day so no interview.
Wednesday Driver is on his rest day so no interview.
Thursday Driver is interviewed about the complaint and a decision is made.
As you say annual leave, sickness ect could delay the process even further.
All this depends on the seriousness of the complaint an issue that could be illegal or carry any safety issue will be dealt with quicker, I have known mangers and union reps to attend depots at 22:00 on a night a number of times.