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Findings from the Citizens Advice Scotland bus users surveyPublication date:March 2018CAS has explored the experience of bus passengers over the past few years. In 2016, we undertook our first first bus users' survey which looked at transport issues in rural areas, and led to our Round the Bend report.
Following this, we wanted to explore what bus passengers want which led us to undertake a public survey, asking consumers what aspects of their bus services they are satisfied with and what they are unsatisfied with. CAS also asked what issues were most important to consumers in relation to buses. This report analyses this 'Your Bus, Your Say' survey which was completed in 2017.
Responses
> 4,677 survey responses in total
> Received the highest number of responses from Glasgow City
> Over a quarter of respondents travelled by bus at least 5 times or more per weekSatisfaction
> 68% of respondents were generally satisfied with the cleanliness/condition of their local bus
> 76% of respondents were generally satisfied with feeling safe on their local bus service
> 71% of respondents were generally satisfied with driver behaviour on their local bus serviceDissatisfaction
> 64% of respondents were generally dissatisfied with the service frequency of their local bus
> 72% of respondents were generally dissatisfied with providing feedback to their local bus service
> 67% of respondents were generally dissatisfied with getting help from their local bus serviceTop three most important issues to bus users
> Service frequency - 72%
> Punctuality - 59%
> Value for money -39%
Travel> 16% of respondents could not reach their GP surgery or hospital by bus
> 13% of respondents could not reach their workplace by bus
> Only 5% of respondents never travel by bus
> Whereas 46% travelled 3 or more times per weekSpotlight: -
Publication date:February 2018The Consumer Futures Unit has responded to the European Commission’s consultation on how risks arising from pharmaceuticals in the environment should be addressed.
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Publication date:February 2018It is an appropriate time for the Scottish Government to be considering and consulting on Local Heat and Energy Efficiency Strategies and the regulation of district heating. Both Scottish and UK Governments expect growth in the number of district heating schemes and for the technology to play a significant part in the decarbonisation process.
Overall, there is a growing body of evidence of consumer detriment when district heating protections are not consistent, and strengthening protections now should forestall wider negative experiences as the sector grows.
Recent CFU research highlighted the pressing need for, and possibility of, consumer protection in a Scottish context, which is set out in the response below.
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Publication date:February 2018The Consumer Futures Unit launches a new water report today. Deliberative research was used to get a deeper understanding of consumers’ views on two important aspects of water policy: service standards across urban and rural areas, and how consumers relate to water and the environment.
Findings from the research supported stronger engagement between Scotland’s water industry and those that use its services, and that involving consumers in the design and delivery of water and sewerage services is more likely to result in mutual benefits for both the industry and those that use its services.
The report found that consumers are strong supporters of water and environmental protection and conservation, however they need more help to understand how their behaviour in terms of appropriate disposal of household waste can and will protect both Scottish Water’s assets, and the environment. Moving consumers from being largely disengaged users of water services, to willing and informed partners, will require insight and creativity. The challenge for the water industry and government is to bring this about.
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Publication date:February 2018The Consumer Futures Unit (CFU)'s report Leading By Example sets out the mechanisms that are used by 40 regulators and service providers within the regulated industries of energy, water and post to develop consumer-focused policy and practice.
The CFU uses seven consumer principles to evaluate policy and practice from a consumer perspective, and encourages other organisations to use them as a tool to support the design of regulation, policy and practice. The principles seek to move organisations from thinking about consumers, to thinking like consumers.
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Consumer Futures Unit ResponsePublication date:February 2018Spotlight: -
Publication date:January 2018Following a non-domestic water industry event in 2015, during which stakeholders recognised the need for an industry Code of Practice, the Water Industry Commission for Scotland (WICS) established an industry-led Working Group which was tasked with developing a Code for the licensed providers in the Scottish market. The CFU consider that the Code of Practice has the potential to deliver improved outcomes for non-domestic consumers – businesses, charities and public sector bodies in Scotland – in terms of service delivery and to act as a driver for greater protections for non-domestic consumers against poor practice.
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Publication date:January 2018The Consumer Futures Unit (CFU) initiated research to find out how accessible information is to consumers on their rights and responsibilities for private water and sewerage services. This Insight Report, which accompanies a technical report (see below for download link), summarises the research that was undertaken, sets out the findings that emerged and provides policy recommendations.
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Publication date:December 2017
Citizens Advice Scotland have published our annual report on burial and cremation charges across Scotland.
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Publication date:December 2017“Generally, we believe that the new regulations provide greater protection to those consuming private water from Type A supplies, and greater accountability for those responsible for supplying private drinking water.”
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Publication date:December 2017
The Scottish Government consulted on potential changes to the Concessionary Travel Scheme. Proposals included raising the age of eligibility for free bus travel for older people and expanding the Scheme to cover Modern Apprentices.
Key points:
- Regardless of any decisions made concerning the Scheme Citizens Advice Scotland (CAS) recognises the important role that buses play in many people’s lives and this should be held in mind in any considerations
- Public transport can provide a lifeline, particularly for those living in rural communities
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If it is decided that any changes in the age are to be introduced it is important that there is a sufficient lead in time
- CAS would support the provision of free bus travel to Modern Apprentices
- CAS is in favour of providing a companion card for disabled under 5's where this is needed
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Publication date:December 2017
The Scottish Government consulted on The Future of Smart Ticketing, asking for views on how to develop smart ticketing in Scotland.
Key points:
- CAS recommends that regardless of the option which the Scottish Government chooses it is key that there are offline ways in which to purchase cards; buy tickets; and/or top-up cards
- CAS recommends that in going forward the Scottish Government remains open to multiple types of smart ticketing
- It is important that any changes which are made are well publicised and allow sufficient time for the public to be informed of these changes
- It is important that smart ticketing is available on multiple modes of transport and from multiple operators
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The scale of Scottish surcharging and possible solutionsPublication date:December 2017The Consumer Futures Unit (CFU) undertook extensive research to get to the root of the frustrating surcharges consumers face in parts of Scotland. This report summarises the findings, and makes recommendations for possible solutions.
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Lessons learned for effective public sector engagement with flood risk communitiesPublication date:November 2017The Consumer Futures Unit launches a new report today setting out a clear framework to support effective community engagement activities during the delivery of measures to help mitigate flooding.
Riding the Waves: Keeping the community on board is based on independent consumer research into the experience of local community resilience groups, Scottish Water and Scottish local authorities. The report looks at good practice in community engagement based on a series of consumer engagement principles.
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Publication date:November 2017
Citizens Advice and Citizens Advice Scotland has produced this guide for organisations supporting PPM users. It sets out 5 key support areas and how these can be tailored to PPM users. Organisations should use these guidelines to ensure they are providing appropriate and effective support to PPM users, both in-house and through partnership work.
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Publication date:October 2017Today the Consumer Futures Unit (CFU) of Citizens Advice Scotland has published its insight report Warming Scotland up to Energy Efficiency: Putting Consumers First.
This insight report, and our other detailed recent publications on which it is based, seek to help provide a consumer perspective on this important area of policy.
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Publication date:October 2017The Consumer Futures Unit is publishing a series of briefing sheets that draw together evidence and recommendations on issues relevant to energy, post and water consumers in Scotland. This briefing gives an overview of research into consumer views on Scotland's Energy Efficiency Programme, and incentivising energy efficiency improvements in the owner-occupied sector.
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Publication date:September 2017The Consumer Futures Unit at Citizens Advice Scotland supports ambitious climate change targets. We understand that the negative economic and social impact of climate change on future generations will be greater if action is not taken now.
However, the near term impacts on the citizens of Scotland must be carefully managed to ensure that decarbonisation policies consider affordability and consumer needs and acceptability in a way that will build positive trust and lead to mutual positive outcomes.
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Publication date:September 2017
This leaflet takes you through the seven consumer principles, which guide the work of CAS. The principles were developed over time by consumer organisations based in the UK and further afield. They provide a sound basis to change organisations from thinking about consumers, to thinking like consumers in order to ensure that decision making is designed around their needs.
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Publication date:August 2017
Response to the Department for Work and Pensions Consultation on proposed reforms to the Funeral Expenses Payments scheme.
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Stressed About Debt? High costs of energy, food and fuel mean that many people are finding it impossible to keep up, worrying about debt or falling behind on bills. The Citizens Advice network in Scotland is here for you, with free, confidential and impartial advice in a variety of ways.