On Thursday April 5 I lost my bus pass. I called Forest of Dean District Council. The call centre staff said to go into a library as they are dealing with passes now. To save any possible confusion for others here's the fairly new procedures.

If you lose OAP or Disabled Pass, need to apply for one, or it is damaged you can call the Library Helpline on 0845 230 5420. Another number is 01452 426265. They will probably advise you to go into one of the four main Forest town libraries with your ID and proof of address.

However, in some cases their staff can order another pass for you over the telephone.

The library staff became responsible for bus passes from Forest of Dean Disttrict Council in April 2011. They will enter your request on the database after checking your ID. You will need to pay them £5.

They then send the request to a company in Banbury that manufactures these plastic cards and puts the "swipe" chip in. You should receive a new card within eight days. I got mine within four working days.

Since Stagecoach buses introduced "swipe" meters some people have had problems with their cards. Maybe the card – like a bankers card – has been in bag or back pocket for too long and got battered so can't be swiped. Or the bus machine may be faulty. Again call the Helpline but you are advised to do this after trying the card again on different buses/ machines at least two more times.

If you look in the new BT directory for your local library number you won't find it because Library Services agreed not to put any individual entries in few years ago. The 0845 free call number is listed under Gloucestershire Libraries.

If any of the drivers are unaware of where or who to call and you feel you want to talk to Stagecoach call the Ross on Wye depot on 01989 562319. Yes around eight of our bus routes operate out of Hereford now. You can also go on-line on wwwtravelpass.gloucestershire.gov.uk.

I have found the people involved at Gloucestershire Libraries, Integrated Transport, Forest of Dean District Council, Stagecoach and librarians very helpful but have found some holes in information that are not consistent. This is being addressed and hopefully everyone will know that the library helpline number is your first stop. If you have a strong complaint, then apart from writing to Letters it is best to make an official complaint and write to James Williams Operations Manager 37-41 Clarence Street Gloucester GL1 EA. Your complaint is not counted for Stagecoach statistics unless it is on their official forms. They don't always log texts, e-mails or telephone calls.

I spoke to Mr Ian Manning, the MD of Stagecoach Gloucestershire, the day after the last complaint about bus breakdowns appeared in the Review. He has agreed to write a press release about the fare rise recently of around 5 per cent, the Government's 20 per cent cut in Bus Service Operators Grant from April 1, the fuel duty rise and increased fuel tax on bus passengers by some 74 per cent. Also Mr Manning is a bus engine expert, has driven many types of bus and will explain about the capacity of the current Mark 3 Dennis Trident engines for dealing with our Forest roads.

I am assured that the breakdowns are becoming less frequent but if you feel that this is not the case I need to know when and where it happened to take further. You can contact me on 01594 517297 or info@big artweb.net.

There are worse bus cuts in other parts of the country. The transport system is not perfect here but let's hope that the move to Hereford's Ross depot and various tweaks to routes will steadily improve our services. I am so grateful for my free travel pass!

The few days without a pass I spent £20 on fares. The Forest Rider deals still save a large amount on weekly fares.

Keep on bussing not cussing. Keep lobbying.

– Sue Dubois (Better Buses for the Dean).