SOP-09 Customer Service & Complaints · TBS Driver Resource Hub

1 Quick reference card

This quick reference card is the short version of this SOP. It is one page of the Quick Reference Handbook, the ring of cards in the cab. If you only have 30 seconds, use the card. The full procedure starts below.

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SOP-09 Quick reference

Customer Service
& Complaints

Complaints & difficult moments

Side A

If This Happens – Do This

1Passenger complains: listen, stay calm, acknowledge. Never argue.
2Give them the channel: Operations on 07 3733 3599 – or take their details for Operations.
3Report it to Operations the same shift, with the facts.
4Aggressive passenger: stay calm, keep distance, don’t retaliate. Ask them to stop.
5Won’t stop? Stop the bus safely, call Operations. Anyone could get hurt? 000 first, then Operations.

Your safety comes first

Never physically confront a passenger. If anyone is in danger, stop safely and call 000.

Abuse of drivers is not “part of the job”

Abuse, racism or harassment directed at you is reported like any incident: Incident Report in Mitti, same shift (SOP-06). Support is in SOP-13.

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SOP-09 Quick reference

Customer Service
& Complaints

Rules, checklist & contacts

Side B

Key Rules & Thresholds

Arguing back

Never

Stay calm and factual. De-escalate or disengage.

Complaints channel

Phone

Operations 07 3733 3599 – or take details and pass them to Operations.

Onboard complaint

Report Same Shift

Tell Operations the facts before you finish.

Danger on board

Stop + 000

Stop the bus safely and call for help.

De-Escalation Basics

Lower your voice – don’t match theirs
Acknowledge: “I hear you. Let’s sort it out.”
Keep distance; keep your hands visible and calm
Focus on what you CAN do
Disengage if it isn’t working – stop safely and call Operations (000 if anyone could get hurt)
Report every incident of aggression

Contacts

Emergency000

Operations07 3733 3599

2 Purpose

This SOP tells you how to handle complaints and difficult passengers professionally – and safely.

3 Applies To

All drivers on TBS services – TBS employees and contracted drivers alike (not the drivers of self-managed operators, who follow their own procedures) – in every interaction with passengers and the public. You are the face of TBS.

4 Service Standards – These Always Apply

You are the face of TBS. These standards come from the Code of Conduct and apply in and out of the seat.

✓Treat every passenger with courtesy, dignity and respect

✓Stay patient and professional – even with difficult or frustrated people

✓Never discriminate against, ridicule or ignore any passenger

✓Present yourself tidily, in full uniform (SOP-12)

✓Give accurate information; if you don’t know, point to who does

✓Your conduct in public – even off duty in uniform – reflects on TBS

5 Scenarios – Trigger → Action

Find the situation that matches, and do the steps in order.

AA Passenger Complains to You BAn Aggressive or Abusive Passenger CA Complaint Is Made About You

Scenario A – A Passenger Complains to You

1
Driver Listen without interrupting. Stay calm. Do not argue back or defend yourself or others.
2
Driver Acknowledge: “I understand – thank you for telling me.” You are not admitting fault; you are being professional.
3
Driver Fix what you can fix now – information, a stop request, a seat.
4
Driver For everything else, give them the channel: Operations on 07 3733 3599 – or offer to take their details and pass them to Operations.
5
Driver Report the complaint to Operations the same shift – the facts, while they are fresh.
6
Supervisor Record the complaint in the complaint management system: date, time, service, details. Serious matters are escalated immediately.

Scenario B – An Aggressive or Abusive Passenger

7
Driver Stay calm. Do not retaliate – not in words, not in gestures.
8
Driver Keep your distance. Stay in the driver’s cabin, behind the screen, where you have the radio and CCTV coverage. If the person gets off the bus, close the door.
9
Driver Ask them clearly to stop the behaviour. Once is enough.
10
Driver De-escalate. Lower your voice – do not match theirs. Acknowledge: “I hear you. Let’s sort it out.” Say what you can do, not what you can’t. Give them space and a way out – an open door, a seat away from others. Hands visible and still. Never touch them.
11
Driver If it continues: stop the bus safely and call Operations. If anyone could get hurt: call 000 first, then Operations.

Never physically confront a passenger

Not to remove them, not to defend property. Distance, Operations, police.

12
Driver Report every aggressive or abusive incident in Mitti as an Incident Report, before the end of your shift (SOP-06). Abuse of drivers is not part of the job.

It affects you? That’s normal.

Support is available after abusive incidents. Using it is encouraged – SOP-13 · Abuse, Harassment or Stress

Scenario C – A Complaint Is Made About You

13
Driver Cooperate with the review. Be factual about what happened. Job sheets, CCTV and records will support the facts.
14
Driver Serious complaints – a child left behind, a vulnerable passenger refused, unsafe driving – go straight to investigation. Tell your side early and honestly.
15
Supervisor Handle every complaint fairly. The person complaining and the driver are both treated with respect. The outcome may be coaching, a change to how we work, or no action.

Fair process

Complaints are checked fairly, without taking sides. A complaint is not proof – nothing is decided until the facts are checked.

6 Associated Forms & Tools

Item	What it is used for
Ops line	07 3733 3599 – the complaint channel you give passengers, and your same-shift report line.
Incident Report (Mitti)	For aggression and safety-related events.
CCTV	Protects you and passengers; evidence in complaint investigations.

Where do I find these forms?SOP-14 · The Forms and Reports – Your Shift, Start to Finish

7 Related SOPs

SOP	Title	Why it matters here
SOP-12	Conduct, Uniform & Behaviour	The standards behind the service.
SOP-06	Incident, Accident & Hazard Reporting	Reporting aggression and safety events.
SOP-13	Health, Welfare & Returning to Work	Support after abusive or distressing incidents.

8 Related Policies

These TBS policies are the source of this SOP. They carry the full rules and the legal detail.

Policy	What it covers
TBS Customer Complaint Resolution Policy	Complaint channels, recording, serious allegations, investigation, fairness.
TBS Code of Conduct	Professional and public conduct standards.
TBS Bullying & Harassment Policy	Zero tolerance, reporting, protection from victimisation.
TBS Accessibility & Disability / Human Rights Policies	Respect, non-discrimination and inclusion.

§ Version Control

Version	Date	Author	Approved by	Summary of changes
1.0	8 September 2026	Buswise	TBS approved	First issue.

Driver acknowledgement of this SOP is recorded in Mitti: the combined SOP document (SOP-01 to SOP-14) is acknowledged once, at onboarding, in Mitti Training.