Performance Pledge
Rehabus pledges to provide high quality and diversified transport services to persons with disabilities who have difficulties in using public transport, thus promoting social inclusion.
Rehabus establishes a continuous improving management system, and is committed to delivering an efficient, safe and reliable special transport service to our passengers with a “customer-oriented” spirit.
The performance standards of the services under Rehabus Performance Pledge Scheme are expressed generally in terms of service types as follows:
Scheduled Route Service (SRS) |
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| Pledged Target | Actual Performance in 2024/2025 | ||
| Trip punctuality | Delay less than 15 minutes | 90% | 95.18% |
| To acknowledge receipt of SRS application by letter | Within 7 working days upon receipt of an application | 100% | 100% |
| To notify the applicant of the application result by letter | Within 1 month upon receipt of an application | 100% | 100% |
Pooled Dial-a-Ride Service (PDAR) |
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| Pledged Target | Actual Performance in 2024/2025 | ||
| Trip punctuality | Delay less than 15 minutes | 90% | 96.09% |
| To acknowledge receipt of PDAR application by letter | Within 7 working days upon receipt of an application | 100% | 100% |
| To notify the applicant of the application result by letter | Within 1 month upon receipt of an application | 100% | 100% |
Dial-a-Ride Service (DAR) |
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| Pledged Target | Actual Performance in 2024/2025 | ||
| Trip punctuality | Delay less than 15 minutes | 90% | 98% |
Fleet Safety |
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| Pledged Target | Actual Performance in 2024/2025 | ||
| Accidents(with casualties) | Average number of Rehabus accidents per million km run | 3 | 1.36 |
Customer Satisfaction |
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| Pledged Target | Actual Performance in 2024/2025 | ||
| Complaints | Average number of complaints per ten thousand passenger trips | 2 | 5.36 |












