Public

The Consumer Futures Unit at Citizens Advice Scotland carried out innovative deliberative research into what aspects of the Post Office Ltd Outreach network were most important to consumers in remote and rural areas, and why.

Citizens Advice Scotland welcomes the publication of the Bill and agrees with its general principles. The devolution of social security powers is an extremely significant development in the history of the Scottish Parliament and represents a unique opportunity to create a new system that has the potential to make a positive difference for tens of thousands of Scotland’s citizens.

Citizens Advice Scotland welcomes the opportunity to comment on the draft rules for the new Scottish Social Security Tribunals. We support a Tribunal continuing to be the forum for final dispute resolution within the Scottish social security system, and compared with some other aspects of the current system, the Tribunal system is relatively well-regarded by CAB clients and advisers.

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

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

• 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

The Consumer Futures Unit has provided feedback on the proposed Revision of the European Commission's Drinking Water Directive (Recast 2017).

The Consumer Futures Unit has responded to the European Commission’s consultation on how risks arising from pharmaceuticals in the environment should be addressed.

CAS 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 week

Satisfaction

> 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 service

Dissatisfaction

> 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 service

Top 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 week

Citizens Advice Scotland supports a number of amendments, including to make sure all new benefit payments are uprated annually with the cost of living; and to make sure no-one is criminalised for genuine error.