News & Insights

The first weeks of school often bring complaints as students, drivers, aides, and school personnel adjust to new routes and schedules. A parent may report unsafe driving, inappropriate language, failure to follow student transportation instructions, or some other interaction on the bus. As with any complaint received by the Contractor, it is important to respond promptly; however, Contractors should be mindful to review all facts and fully investigate the complaint before responding.

A useful complaint process begins with obtaining specific information. Contractors should identify the date, approximate time, route, bus, location, employees involved, conduct at issue, and possible witnesses. Contractors should consider developing a standard complaint policy and procedure, which can help ensure that the same information is collected each time. The Contractor should also determine if the parent making the complaint to the Contractor filed a complaint elsewhere, such as with the school district or a state agency. These details help define the issue and allow the Contractor to locate relevant records, such as video/audio data from an interior school bus camera.

With any complaint, Contractors should preserve all relevant information. Depending on the allegation, this may include bus video, GPS information, dispatch records, route sheets, applicable student transportation information, written reports, and communications with the district. Prompt preservation is especially important for bus video/audio data because many systems automatically overwrite older footage. Contractors can be prepared by developing a document retention policy. Consistent document retention practices not only preserve relevant evidence, but can help avoid disputes regarding missing records and provide the Contractor with the ability to defend its actions in a future claim. 

Often, it is necessary for Contractors  to interview the driver, an aide, or any other witnesses, and document their statements. Upon reviewing all relevant documents and statements, the Contractor may have enough information to take any appropriate action and respond to the complaint accordingly. Depending on the nature of the complaint, Contractors may need to communicate with the school during this process, particularly when there are complaints regarding student safety and student discipline. Contractors should keep in mind that under Pennsylvania’s Child Protective Services Law, all employees who have direct contact with children are mandated reporters, and if an individual has reasonable cause to suspect child abuse, that individual must make an immediate report. 23 Pa.C.S. §§ 6303, 6311, 6313. The report should not wait for the contractor’s internal investigation, and making the report does not replace the Contractor’s responsibility to review the employee’s conduct.

Contractors that use a consistent intake process, preserve and review available records, and separately address safety, employment, and reporting obligations will be better positioned to respond based on the available facts. If you have questions about responding to a parent complaint or developing an investigation procedure, email us at help@rckelly.com or call 215-896-3846.