FAQs
Q. How do I report an incident?
All incidents can be reported online, though your employer may have a system in place for you to use.
Q. I think that one of the PUDO points on my route is unsuitable. What do I do?
Make your manager aware and they will report to LCC. LCC will arrange for a PUDO assessment to be completed. If this PUDO assessment identifies the stop as unsuitable an alternative option will be sought.
Q. What do I do if a passenger misbehaves on the vehicle?
If you need to talk to a passenger either stop the vehicle in a safe place or, if it is appropriate, wait until they are leaving the vehicle at their designated stop.
Be calm and assertive and ask the passenger to stop whatever they are doing. Explain that you do not expect them to do it again and that dangerous actions place them and others at risk. In extreme cases of misconduct, you should call the Police.
You should inform the establishment served by the contract and the passengers’ parents/guardians/carers where appropriate and inform your employer along with LCC.
Report all incidents and near misses online.
Q. One of my passengers jumped out of the vehicle at traffic lights. How should I handle this?
Immediately contact the Police. Then contact LCC, passengers’ parents/guardians/ carers and the establishment that the passenger attends.
- Do not run after passengers to catch them.
- Ensure child locks are always engaged prior to contract start.
Q. A pupil or student has no pass/no money and wants to board the vehicle. What should I do?
- In the first instance and the pupil is going to be stranded, you must allow them to travel. Pupils and students must not be placed at risk.
- Take their name along with details of the establishment they are attending and report it LCC. LCC will determine if the pupil is eligible. If they are, LCC will send a letter to the pupil asking them to carry their bus pass on every journey and if they have lost it, advise how to obtain a replacement.
- If they are not eligible you will be informed, and you must inform the passenger that they will have to pay a fare for future travel or transport will be refused.
- It may be necessary to allow the pupil or student to travel without a pass, if eligible, to allow them time to obtain a replacement. This should take no longer than 7 calendar days.