Valerie Pullen’s regular bus trips to Grand Plaza should be simple.
For most passengers, the trip from Waterford West is routine — tap on, find a seat, ride to the shops and come home.
But for Val, who is almost 79, legally blind and uses a walker because of osteoporosis, her daughter Rebecca Pullen says the simple act of boarding a Logan bus has become a source of distress, tears and anxiety.
Ms Pullen contacted MyCity Logan after reading our story about wheelchair user Kat, who said she was unable to board a 555 bus at Springwood after being told the bus was full.
Ms Pullen said her mother had faced similar access problems for years.
“My mum, Val, is nearly 79, legally blind and uses a walker to get around due to osteoporosis,” Ms Pullen said.
Ms Pullen said the family had relied on local buses since moving to the area 14 years ago, and early experiences had generally been positive.
“When we first moved to the area 14 years ago, the drivers were considerate,” she said.
“We did get the occasional, ‘the ramp is only for wheelchairs’ though, but Translink intervened.
“However, it’s in the past ten years or so that standards have dropped dramatically.”
“Currently she uses Logan Bus Service two to three times a week to go to Grand Plaza and back.”
Ms Pullen alleged her mother had repeatedly faced difficulty when asking drivers to lower the ramp so she could board safely with her walker.
“One day, we asked for the ramp to be lowered and the driver just shut the door and drove off,” she said.
“We had to pay for an Uber instead.”
She alleged Val had also been told she was “faking” her disability, or told to sit away from accessible seating.
The most recent incident, Ms Pullen said, happened on Route 550 towards Browns Plains at the Carnation Street stop about 11am on Monday, 15 June.
“The driver refused to lower the ramp despite trying to reason with him,” she said.
“He quite clearly stated, ‘you’re doing this all the time’.”
Ms Pullen said the incidents had taken a heavy toll on her mother’s confidence.
“To be completely honest, it’s affected my mother’s emotional state,” she said.
“Due to trauma, mum already suffers with depression and when a driver, or passenger, gets mouthy, mum will react.
“She’ll cry, tremble and often will try and stand up for herself, which does escalate the situation.”
Val receives transport support through a Federal Government home care package twice a week, but Ms Pullen said the family sometimes paid for Ubers on other days.
“The other days, I have to fork out at least $50 per day for Ubers,” she said.
“Mum’s confidence is shattered.”
Non-profit human rights law firm The National Justice Project wrote to Clarks Logan City Bus Service in January 2024 on behalf of Valerie Pullen, raising a discrimination complaint about alleged ramp-access incidents on routes 550 and 560.
The complaint covered incidents between August and November 2023, while records show Rebecca Pullen had also raised concerns directly with Clarks.
Clarks said at the time it had investigated one complaint and referred another to an operations manager, later committing to improvements in complaint handling, priority boarding, driver conduct and refresher training.
Ms Pullen said she did not believe those commitments had translated into enough change.
“I do remember LBS [Logan bus service] agreeing to train staff in inclusivity and taking appropriate action,” she said.
“They also agreed to let anyone with a disability have priority boarding — something that hasn’t occurred.
“Mum has had to wait in adverse conditions whilst more able-bodied passengers board first, often taking those much-needed spaces.”
MyCity Logan contacted Clark’s Bus Service multiple times for comment, but did not receive a response.
A Department of Transport and Main Roads spokesperson said TMR was committed to making public transport accessible and inclusive for all passengers.
“TMR’s delivery partners are required to comply with the national Disability Standards for Accessible Public Transport, which includes providing accessible vehicles and ensuring boarding aids are available for use,” the spokesperson said.
“Drivers are expected to provide reasonable assistance to passengers with mobility needs, including those using wheelchairs, walkers or other aids and to support safe boarding and access to priority seating areas.”
TMR encourages passengers who believe they have not received reasonable assistance to report the matter through its customer feedback channels.
Clarks’ Accessible Transport Action Plan says its buses are DDA-compliant, fitted with wheelchair ramps and supported by regular disability awareness training.
For Ms Pullen, the issue is whether elderly and disabled passengers can trust the system to recognise their needs without having to argue for help.
She wants stronger recognition of visible and hidden disabilities, proper priority boarding, and a review of Logan bus management’s policies and procedures.
“There are many aged and disabled in the Logan community and we deserve to be seen and recognised and not put in the too-hard basket,” she said.
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