This is to inform that the phase two of the release one of the new Integrated Customer and Operations Management System (ICOMS) will launch on 10th July 2023 (Monday). Rehabus customers will be notified in batches.

Web https://icoms.hksr.org.hk	Mobile Application (App) – Android version in Google Play Store  – iOS version in App Store
Brower Version Chrome：70 or above Firefox：60 or above Edge： 40 or above Safari：12 or above	Android 8 or above  iOS 12 or above

• For customers (including individuals and organsiations) who have used the Rehabus Services after 1st April 2020 and which accounts are still valid, your existing customer profile will be migrated to the new system called “ICOMS”.  And you do not need to re-register.
• Starting from 10 am on 10th July, customers can login to ICOMS and click “Customer Profile” on the upper left corner to view your account information and click “Edit” to update the information by yourself. If necessary, you can call our service hotline.
• If the customer has not received any email, mail or SMS notification from Rehabus with the new 9-digit “Customer Account Number” and “One-time Login Password” in ICOMS, please contact our customer service staff at 2824 6500.
• Customers can apply and view various service information from the use date of 14th July 2023 (Friday) in ICOMS. For the latest progress and functions of the system, how to use it and the latest service notes, please refer to the following.

• The service hotline will be changed to 2824-6500 (see attached IVRS call flow). Our office hours of the service hotline are 0900-1300, 1400-1630 from Monday to Friday; 0900-1200 on Saturday, except public holidays. If the connection is busy or during non-office hours, the call will be forwarded to the message box (not the paging centre), and the customer could leave the customer’s name, contact number and clear message. We will reply to the customers in the subsequent office hours. The customer service representatives will verify the customer’s Hong Kong identity card number or ICOMS new customer number “00xxxxx00” (9-digit customer number) with the caller. The old customer service hotline 2817 8154 will continue to operate until further notice. For services of today and tomorrow, please contact the emergency pager at 7100-0288. Please leave the customer’s name, contact number and clear message, and our staff will return call as soon as possible. Any other matters which are not for services of today and tomorrow will not be handled.

• Please note that the caller ID number for outgoing calls from Rehabus is 3143-8154 or 2824-6500.

Special Arrangement during the Temporarily Suspension of ICOMS System Notification

In view of the need to implement system maintenance to fix the technical problems of the system notification in the integrated customer and operations management System (“ICOMS”), only the following functions will be available with effect from 1 August 2023, until further notice:

1） Main User account management
– Non-registered users can make applications for new accounts. Applicants will receive email notification or phone call for the result or follow up issues.
– Existing registered users can manage their main user account / sub-account. Users will receive email notification or phone call for the result or follow up issues.

2） Service request for Dial-a-Ride Service (“DAR”)
– Registered users can apply for new service request or amend the service request after 5 days from the application date in the system. Users making application for new DAR service request or any amendment of DAR within 5 days by calling our Customer Service Hotline at 2824-6500 during office hours.
– Status of all service requested trips will remain as “pending”. For those service requested trips that are successfully assigned, users will be informed by our staff via phone call.
– For trip cancellation for the next day or after, please cancel via ICOMS or contact our hotline as soon as possible. For cancellation of service on the service date, please contact bus captains direct. (Please note that a surcharge will incur for the trips cancelled after 4:00pm one day before the service date.)

* Service trip with itinerary:
For those service requested trips with stops, other than input the itinerary details in the system, users please also send us the itinerary details via email rbicoms@rehabsociety.org.hk or fax to 28557106

3） Trip details platform and the system notification are temporarily suspended until further notice.

4） Fare – DAR fare calculation remain unchanged based on Google Map distance and system estimated journey time).

5） Scheduled Route Service (“SRS”) – Application process remain unchanged.

6） Pooled Dial-a-Ride Service (“PDAR”) – Application process remain unchanged. Users will be informed by our staff for the details of trip details.

We apologize for any inconvenience caused due to the problems of the system notification.

Rehabus

3 Aug 2023