The options on this page explain how to report issues and place requests relating to public transport services or infrastructure across Suffolk
Commercial bus services
In the first instance complaints should be directed towards the operator of the service concerned.
You should telephone or write to the office of the bus service operator concerned as soon as possible after the incident.
Please remember that any situation will have to be investigated and the operator may need to ring you back.
Contact details for bus service operators in Suffolk
Sponsored bus services
If the service is sponsored by Suffolk County Council (identifiable by the 1 code on the timetable) then you can report the incident to us.
There are 2 ways you can report a problem to us;
- report a problem online
- call 0345 6066171
Taking things further
Should the operator be unable to resolve your problem to your satisfaction, the matter can be referred to the Bus Appeals Body who will examine complaints about local services.
Bus Users EnglandPrinces Exchange
Princes Square
Leeds
LS1 4HY
Call 01134 577900
Contacting the Traffic Commissioner
If after this the matter remains unresolved, the final point of contact is the Traffic Commissioner for the Eastern Region who is responsible for the initial registration of all services.
The Traffic CommissionerEastern Traffic Area
Eastbrook
Shaftesbury Road
Cambridge
CB2 8BF
Call 0300 123 9000
How to apply for a bus shelter
Parish and town councils are invited to apply for shelters in their areas.
Please download the information pack which gives information about funding options, consulting with residents, maintenance responsibilities and types of shelters available.
It also includes an application form which should be returned to us if a shelter is desired.
Because resources are limited we do look to work in partnership with parish and town councils to share the cost of such installations.
Download an application form to apply for a bus shelter in your area (PDF 577KB).
Damaged shelters
Should a bus shelter be damaged through vandalism or an accident, please report this to the appropriate parish or town council as the majority of shelters are in their ownership.
Should the shelter in question belong to Suffolk County Council then they will be able to contact us to arrange repairs.
Contact your local parish or town council to report a problem with an existing bus shelter (external)
Contact Suffolk County to report a problem with an existing bus shelter (external)
Applying for a new timetable case
If you feel that your local bus stop might benefit from having a timetable case installed then we can look at this, but it must already be a registered bus stop. The stop might not have any regular bus services but would benefit from a case displaying information on Connecting Communities or where to find passenger transport information online.
This might be obvious if the stop has a bus stop flag, raised kerb or a shelter but some stops are 'unmarked', this means there is no visible infrastructure in place.
The easiest way to check if there is already a stop at the location is to check on Google Maps and zoom in until bus stops start to appear as little blue bus icons.
What we need to know:
- Stop name (can be found by clicking on the Google map bus stop icon)
- Reason why you believe this stop requires a timetable case
Contact Suffolk County Council to request a new timetable case (external)
Damaged timetable cases
Nearly all timetable cases across Suffolk are maintained by Suffolk County Council, the only exception being green timetable cases found in Ipswich that are owned and maintained by Ipswich Buses.
- you notice a timetable case with out-of-date or incorrect information
- vandalism i.e. the case or flag has been twisted, bent or the plastic front has been broken
It would help us locate the stop if you could supply us with the stop name as it is written on either the bus stop flag or bus stop timetable header.
Apply for a bus stop suspension
If a company wishes to carry out utility works which will affect the setting down at bus stop(s), a bus stop suspension application must be made.
What is the cost?
Charges start from £130 per closure/day capped at £250 for more than two stops/days.
Please note, a charge will still be made for failure to carry out the works within the agreed period unless adequate notice is given to the Passenger Transport Infrastructure team.
Late notice: Applications made within 5 working days prior to the stop suspension will incur an additional £20 charge.
When we attend a site to remove public notice(s) after the works have ended, if we find that the works are still on-going, we will charge you at the full daily rate for each additional day beyond the planned finish date. This charge will not be applied if you have previously notified us of an over-run, but we do reserve the right to apply additional daily costs in those circumstances.
What is the charge for?
A charge is in place to help administer the stop suspension. This includes:
- Stop suspension notices being produced and laminated then installed by our maintenance team at the affected bus stop(s), directing customers to the nearest alternative stop(s).
- Bus stop suspension covers will be placed over existing bus stop flags during the suspension period where necessary. Stand up signage boards are still required by you.
- Affected bus operators will be informed of the stop suspension and will be advised of alternative stopping arrangements.
Provision of temporary bus stops
There is not normally a charge for this, although we reserve the right to recover the cost of replacing temporary bus stop furniture as a result of theft up to £50 per stop.
How to apply
Where possible, applications should be made at least two weeks in advance and must include a map (scale of 1:50,000) clearly marking the stop(s) you are applying to suspend along with proposed location of temporary stop(s) (if required). In some instances it may be safer and more convenient to direct customers to nearby permanent stops if they are within close walking distance.
If there are issues with the online form above, you are able to complete and email an application form (PDF 332KB)
Please do not send any money with the application form, we will invoice you at the end of the process.
