Made an official complaint! Dear SBS, I wish to lodge an official complaint with regards to the subject matter above. Please find the description of the complaint as follows: {After my consultation with the doctor at his clinic at Block 163, Ang Mo Kio Ave 4, it was raining very heavily and thus I have boarded Bus Service No 268 at Bus Stop No B54199 (in front of Block 163, Ang Mo Kio Ave 4) at approx 11.25am today (12 May 2014). After the bus passed by Bus Stop No B54221 at Ang Mo Kio Ave 3, I have pressed the bell in order to stop at Bus Stop No B54231 in front of Block 129 at Ang Mo Kio Ave 3. Upon arriving at Bus Stop No B54231, there were already 2 busses in front stopping to allow aligthing or boarding passengers (Bus Service No CT8 and 265). When it was our turn, the Bus Captain just slow down and turn back out. I then realised that there was another SBS Employee who was sitting behind the bus conductor who stood up but since she just continued turning out, he sat back down. Thus, I have pressed the bell again and she just continued towards the traffic light of the junction between Ang Mo Kio Ave 3 and St12. I walked up and approach the captain but she insisted I did not press the bell. But the Male Employee then told her to then stop at the roadside to let me off! It was approximately 11.35am. I was surprised that SBS Bus allows any bus to stop by the roadside which is not a designated bus stop. Notwithstanding that it was pouring very heavily and that it was just right next to the traffic junction! I told the man that it is still raining and you want me to get off here? He apologised and asked me to Forget It. Meanwhile the bus captain still insist that I did not press the bell. The men just insisted that I get off the bus in the rain and keep repeating Sorry and Forget It and I was left off by the roadside at the junction of the traffic light and to allow to be drenched in the rain. To add to it, I did not tap out the card as well as I was literally being escorted off the bus.} Therefore, dear SBS, I wish to really clarify the issues below: 1) Are bus captains allowed to let go off passengers by the roadside at the traffic light junction which is not a designated bus stop? Isnt this against the law? I will probably seek a legal counsel with regards to this. 2) I believe that the bus captain, who is a She, is currently under training as that should explain the Male SBS Employee sitting behind the captain, monitoring. Is it a standard protocol for any of the two SBS employee to literally dispose of a passenger who missed the stop due to their own mistake? The SBS employees did not even offer to give me an umbrella or even newspaper to cover myself from being drenched by the rain? 3) Is the following statement, Sorry and Forget It, a standard operating procedure to tell passengers for tackling staff incompetency? 4) I do believe that all these are captured by the CCTV within the bus of the entire ordeal. I did not manage to get the names of both the Bus Captain and the Chaperone as he was quick to insist I get off by the road side. And since it was pouring hard, I was afraid that my iPad and myself will get wet further from the pouring rain, I did not manage to get the Bus Registration Number. However, I do believe that SBS is capable of tracing the bus with the following timing and information Bus Service No 268 Approx 11.25 am at Bus Stop No B54199 (Block 163, ANG MO KIO AVE 4) Approx 11.35 am at Bus Stop No B54231 ( Block 129, ANG MO KIO AVE 3) The bus captain is a female of Chinese Nationals while the Male Chaperone is a Chinese Local. 5) As I did not tap out due to the entire ordeal, I wish to request for a refund for the fares. Please advise how do I go about it. I have confidence that SBS, an esteemed transport service provider will be able to give me a proper explanation with regards to this matter. Please do note that I have concerns with the lapse of services not only in terms of the poor communications and handling of the matter but the safety protocol which I believe have been breached here. If it may help I could also seek a legal counsel on this matter. Please do not hesitate to revert if you require any information as to assist you to give me a proper explanation upon the lapses which has happened. Thank you.
Posted on: Mon, 12 May 2014 05:06:45 +0000