Question reference: S6W-13664
- Date lodged: 6 January 2023
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Current status: Answered by Jenny Gilruth on 1 February 2023
Question
To ask the Scottish Government whether it will provide an update on how many customer complaints ScotRail has received since it was brought into public ownership.
Answer
ScotRail has provided the below data for its closed customer complaints since 1 April 2022, by four-weekly rail period, with the prior year (2021-22) and final pre-pandemic year (2019-20) included for comparison:
Rail Year Period | Complaints 2022-23 | Complaints 2021-22 | Complaints 2019-20 |
Period 1 | 1,142 | 643 | 2,174 |
Period 2 | 1,867 | 1,079 | 2,218 |
Period 3 | 1,500 | 1,364 | 2,228 |
Period 4 | 1,015 | 1,316 | 2,130 |
Period 5 | 1,136 | 1,543 | 2,013 |
Period 6 | 1,038 | 924 | 2,125 |
Period 7 | 973 | 1,313 | 1,910 |
Period 8 | 1,088 | 1,951 | 1,482 |
Period 9 | 1,491 | 1,079 | 2,115 |
Period 10 | 1,269 | 1,034 | 1,534 |
Period 11 | TBC | 970 | 1,894 |
Period 12 | TBC | 575 | 1,519 |
Period 13 | TBC | 1,059 | 1,447 |
Total | 12,519 | 14,850 | 24,789 |
Complaints as % of total journeys | 0.0265% | 0.0318% | 0.0257% |
ScotRail submits complaints data to the regulator, the Office of Rail and Road (ORR), and this data is published quarterly on the ORR website at https://dataportal.orr.gov.uk/statistics/passenger-experience/passenger-rail-service-complaints/