The need to introduce minimum standards of service quality and customer service to ensure that the Irish public transport network caters for all the needs of its users

Date: 21 February 2007

Dáil Question
No: 166

To ask the Minister for Transport if, in order that the needs of public transport users are met in full, he will add to the Transport 21 project an element that deals with the customer service and service quality elements of public transport provision; if, in view of the fact that numerous service providers are involved in the delivery of public transport, he recognises the need to introduce minimum standards of service quality and customer service to ensure that the Irish public transport network caters for all the needs of its users; and if he will make a statement on the matter.

- Catherine Murphy

Answered by the Minister for Transport
(Martin Cullen)

Transport 21 is a capital investment framework for the development of transport infrastructure over the ten-year period to 2015. Implementation of the public transport projects funded by Transport 21 result in major improvements to the level and quality of customer services provided.

The question of delivery of standards of service quality and customer service standards are, in the first instance, a matter for the transport companies concerned. However, Memoranda of Understanding (MOU) on service levels and targets are agreed annually between my Department and each of the CIÉ companies. These Memoranda contain commitments relating to service delivery and quality including provisions relating to information for customers, cleanliness, customer charter and complaint handling. The contract between the Railway Procurement Agency and Veolia, for the operation of Luas services also sets out the standards for service delivery and customer service to be complied with by the operating company.