29 May 2023
File Ref: OIAPR-1274023063-2171
J Smith
By email: [FYI request #22674 email]
Tēnā koe J Smith
Request for information 2023-107
I refer to your request for information dated 3 May 2023, which was received by Greater Wel ington
Regional Council (Greater Wel ington) on 3 May 2023. You have requested the fol owing:
“I am asking for the total number of reported incidences of people with disability equipment, such as
walkers or wheelchairs, being denied use of Wel ington buses since January 1 2023.”
Greater Wel ington’s response fol ows:
Our Customer Relationship Management tool, Resolve, does not have a specific category which logs
‘denial of access’ as a code. To obtain the data you requested we reviewed feedback under the
categories of ‘Failed to pick up’, ‘Accessibility’, ‘Conduct’ and ‘Passenger Interaction’.
In the period between 1 January 2023 and 4 May 2023, Metlink received a total of 4,913 pieces of
customer feedback. Of this total number, 23 related to denial of bus services to people with disability
equipment, such as walkers, wheelchairs, or mobility scooters.
We raise these concerns at the monthly operator meetings in order to educate the drivers and
support meaningful change for our customers.
If you have any concerns with the decision(s) referred to in this letter, you have the right to request
an investigation and review by the Ombudsman under section 27(3) of the Local Government Official
Information and Meetings Act 1987.
Wel ington office
Upper Hutt
Masterton office
0800 496 734
PO Box 11646
PO Box 40847
PO Box 41
www.gw.govt.nz
Manners St, Wel ington 6142
1056 Fergusson Drive
Masterton 5840
[Wellington Regional Council request email]
Please note that it is our policy to proactively release our responses to official information requests
where possible. Our response to your request wil be published shortly on Greater Wel ington’s
website with your personal information removed.
Nāku iti noa, nā
Samantha Gain
Kaiwhakahaere Matua Waka-ā-atea | Group Manager Metlink
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