HSR procedures are totally apathetic

Ridership is down 2 per cent for the first four months of the year -- a $600,000 hit to the budget if the trend continues all year. It's the first sustained revenue drop the system has seen since 1995.-July 22, Spectator Article

"There's no doubt in my mind that it's connected to the economy,"-transit director Don Hull.

This well may be part and parcel but after a recent problem I had on a bus and the disappointing way it was handled I believe many of the HSR's problems are internal. There was a recent case to back up my assumption involving assault to which drivers have done nothing out of fear of violating HSR policy.

Spectator Article Feb. 28-The Hamilton police services board is calling for a review of the relationship between police and the HSR after a woman was pulled off a bus and beaten...When the driver stopped, the girls dragged the woman off the bus and continued to beat her. Neither the passengers nor the driver intervened.

According to current HSR procedures, drivers are to report any on-board incidents to a superior and are not specifically required to intervene.

I have personally witnessed a similar incident and blogged about which fortunately ended different because of a driver who cared to challenge "HSR procedure"

Excerpt from my post from 5/21/07- I grabbed a bus for home, and the reality of the inner city came crashing down when I witnessed an attempted mugging of a young girl by two teen female "gang bangers" at the stop at Barton and John. Thank god it was broken up by the male bus driver before anyone was hurt.

This leads me to the most recent incident of HSR apathy and disregard for commuter safety. Here is a detailed account of the incident taken from the emails sent to the HSR and several city officials.

Sent: Tuesday, June 23, 2009 1:57 AM
To: HSR Customer Service
Subject: complaint about a driver

Date:Tuesday 12:44AM
Bus Route Info:Barton 2 West Bound
Location:Bell Manor Loop

Incident: At 12:30 I got on the Barton bus, shortly after 4 males, obviously intoxicated, entered the bus greeted the driver in a way that I felt they knew each other in some way. One male carried a 24 of beer,entered first and proceeded to crack the cap and begin to consume it. The driver entered and I assume did his regular check before departing, never said anything to this passenger. This male then proceeded to pass this beer around and then crack a second and due the same. The foursome continued to drink, unattested by the driver until they departed at the centre mall. Several passengers noticed their behaviour a couple, including my self gave strong indication of the circumstance. I mentioned to the last of the foursome before he got off that his actions just got the driver in some problems, to this the driver responded with a "so what". If this driver is not reprimanded or/and removed from this route a copy of this email will be sent to the mayors office and need be it the Hamilton Police pending your reaction. Can I remind the HSR who pays their bills? The people who pay fares to ride your buses and who expect a safe commute.

From: HSR Customer Service
Sent: Tuesday, June 23, 2009 8:15 AM
Subject: RE: complaint about a driver

Hello,

Your complaint has been forwarded to our Operations team for investigation. Their process dictates that they respond within 10 business days at which time we will let you know when the investigation is complete.

Details of the action taken can not be disclosed as per the Federal Privacy Act which states that all communication between an employer and employee is strictly confidential.

To: Sam Merulla(Ward 4 Councillor), forwarded to Diane Piedimonte(Administrative Assistant to Councillor Sam Merulla, Ward 4) Don Hull(HSR Transit director)
Sent: Fri Jul 10 16:39:43 2009
Subject: Fw: complaint about a driver

Mr. Merulla,

I am forwarding a copy of the following email that has been sent to Mayor Fred, considering this HSR trip took place in your riding, the one that I currently reside in.

Automated Response:I will follow up asap.

To: Mayor Fred Eisenberger
Sent: Friday, July 10, 2009 4:31 PM
Subject: Fw: complaint about a driver

Mr. Eisenberger,

I ask you for a second of your busy schedule too hear me out. The following is a copy of the two emails that I have sent to the HSR concerning a driver I had the unfortunate pleasure of being served by back on June 23. As you read you will realize the HSR: which receives a lions share of mine, and the other thousands of commuters dollars annually to provide a sound transport system; failed me miserably, and now refuses to offer a basic rebuttal their own mandate says I am entitled too.

I have yet to hear from any of the above parties at this time about the outcome. The only ones who have shown any support where other drivers who apparently know in detail of the complaint.

Later,
Kenaz