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 2021/2022 | ||
Trip punctuality | Delay less than 15 minutes | 90% | 100% |
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 2021/2022 | ||
Trip punctuality | Delay less than 15 minutes | 90% | 97.03% |
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 2021/2022 | ||
Trip punctuality | Delay less than 15 minutes | 90% | 98.75% |
Fleet Safety |
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Pledged Target | Actual Performance in 2021/2022 | ||
Accidents(with casualties) | Average number of Rehabus accidents per million km run | 2 | 4.28 |
Customer Satisfaction |
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Pledged Target | Actual Performance in 2021/2022 | ||
Complaints | Average number of complaints per ten thousand passenger trips | 2 | 4.28 |