OC Transpo disciplined drivers at least 120 times over nearly two years after passengers complained about distracted driving, mostly related to cellphone use.

Transpo released to the Sun copies of 169 complaints made between Jan. 1, 2012 and Oct. 9, 2013 through access to information. The names of the drivers and complainants were removed from the documents.

Allegations of drivers texting or talking on the phone while driving were common complaints.

Verbal warnings often resulted from the complaints. Only in a few cases were drivers suspended, according to the documents.

There was other discipline in the form of written warnings, coaching and letters of expectation. Sometimes there was no action at all. In other cases there was not enough information to investigate.

"We follow the principles of progressive discipline when it comes to all types of infractions," transit operations manager Troy Charter said.

Union president Craig Watson said drivers can probably expect suspensions if they're caught using cellphones while driving more than once.

"It has become such a big issue. Drivers will be very angry if they see another driver on their cellphone," Watson said. "It reflects on all of us. We're all professionals and we take pride in our jobs. We care about what we do."

Although the complaints overwhelmingly describe inappropriate cellphone use, customers have also documented drivers breaking the rules by listening to personal radios.

"It is highly annoying to have to listen to pop radio coming from the portable radio of a driver when you just want to get to work in the morning," wrote one passenger.

Another took offence to a driver "using his personal radio on board listening to hot country sounds."

Others just don't like drivers' taste in music.

"Driver had a radio attached to his drink holder, playing (horrible) music," a passenger wrote. "Individual music preferences are nearly as personal as politics and religion, and should not be projected into other people's ears."

A few things become clear reading the public complaints.

For one, investigators can't look into a complaint if there is no information about the bus. In many cases, complainants don't include the bus number, route or time of day.

Charter said a lack of information is one of the problems staff encounter when reviewing allegations.

"It really depends on the level of detail of information we get from the customer," Charter said.

Transpo has access to bus GPS data to verify information, so the bus number and approximate time are bare minimums. Even more helpful is providing the bus route and location.

Second, it can be difficult for staff to establish the truth since it's one person's word against the other's. In some reports, the driver is denies using a cell phone behind the wheel, while a passenger claims to have seen it happen.

Watson said the union encourages drivers to be honest, accept punishment if the complaint is true and don't do it again.

Sometimes drivers are wrongly accused. Watson said customers might not know drivers are allowed to use the onboard radio to communicate with dispatch while driving.

Third, transit staff are watching Twitter closely to identify possible breaches of protocol by drivers. Transpo monitors tweets from riders who complain about the bus and will try to collect more information for the investigation.

The documents also suggest staff pay attention to what happens to people's tweets. In one case, someone complained a driver was using a cellphone, a clipboard and "checking out girls" while driving, but staff noticed the person deleted the tweet later. The complaint was passed off as "bogus" by staff.

Charter said Twitter allows the department to get more feedback about the customer experience.

"It's just another way which we're able to get valuable information about the service we provide," Charter said.

jon.willing@sunmedia.ca

Twitter: @JonathanWilling

Some of the complaints from riders:

“Customer is calling to complain that he witnessed the operator changing his CDs in his Cd player as he was driving on the Transitway.”

Oct. 3, 2013, via phone complaint to Transpo

“He kept looking down and not paying attention as a result took the wrong route.”

Sept. 26, 2013 via Twitter

“Customer is calling to complain that he was on board and witnessed operator looking at his groin while he was driving. When the customer got up to get off at his stop he noticed that the operator had cell phone in that area.”

Aug. 15, 2013, via phone complaint to Transpo

“The bus driver of number 6562 was txtin on a cell phone while driving which caused him to burn a red light, miss 2 request to stop.”

July 24, 2013, via Internet to Transpo

“Customer calling about rte 16 Pretoria. (Operator) was driving with a cellphone and using elbows. Customer found this very dangerous and wants this to be reported.”

Sept. 28, 2012, via phone complaint to Transpo