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)

Pledged Target Actual Performance in 2022/2023
Trip punctuality Delay less than 15 minutes 90% 99.02%
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)

Pledged Target Actual Performance in 2022/2023
Trip punctuality Delay less than 15 minutes 90% 99.58%
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)

Pledged Target Actual Performance in 2022/2023
Trip punctuality Delay less than 15 minutes 90% 98.75%

Fleet Safety

Pledged Target Actual Performance in 2022/2023
Accidents(with casualties) Average number of Rehabus accidents per million km run 3 0.77

Customer Satisfaction

Pledged Target Actual Performance in 2021/2022
Complaints Average number of complaints per ten thousand passenger trips 2 1.74