I have experienced exactly (to a T) all of the same things from this thread while I worked for @Durham_Transit, and it is what pushed me to quit last year, after over 8 years on the job.
Contracting out means that Metrolinx can operate its bus division with little to no accountability. We’re asking Metrolinx to improve conditions impacting our health and work/life balance which ultimately improves the safety of our passengers.