I filed a similar complaint to our bus service here in Portland. I also noted in my complaint, as you did, that the majority of their drivers that I encounter are courteous and vigilant in their awareness. The shift supervisor responded, and he indicated that the drivers would be reminded to watch for pedestrians and cyclists.

Since I wasn't hurt when the bus sideswiped me, that's all I could really hope for - that the drivers are reminded so that we (cyclists) are on their mind while they're driving.

Now, if that particular driver has a pattern history of negligent driving, then I imagine that the company would probably take more drastic action for fear of litigation should something more serious happen.