This is an HTML version of an attachment to the Official Information request 'Record of complaints from impaired people on Wellington Bus Service'.

By email 
Shed 39,
 2 Fryatt Quay 
ea, Wellington 6011 
PO Box 1
26 April 2020 
Manners St
on 6142 
T  04 384 5708 
File Ref: OIAP-7-15182 
F  04 385 6960 
[FYI request #12714 email] 
Dear Abbie 
Request for information 2020-061 
“I refer to your request for information which was received by Greater Wellington Regional Council 
(GWRC) on 26 April 2020. You requested the following information: 
“…I'm doing a design research project on buses and what design features on a typical bus service 
may cause issues to people who are in any way impaired. I am requesting a record of complaints 
regarding the Wellington Bus Service from the last year (2019/2020). 
I am specifically interested in complaints from people who are in some way impaired, be that 
physically, sensory, visually, mentally, linguistically. Even struggling as a consequence of age, 
pregnancy or economic position. 
An example of this may be something along the lines of: "As someone who is blind, I am not able to 
see where we are and so cannot request to get off the bus at the correct time" 
If specific complaints such as this are not easily accessible, I would appreciate a sample size of 
general complaints regarding the bus service from the last year. 
Any information you can give me is appreciated. Thank you for your time.” 
GWRC’s response follows 
GWRC’s Customer Relationship Management System 
GWRC manages and records all customer feedback received by the Metlink contact centre using the 
Metlink Resolve Customer Relationship Management (CRM) system. Customer feedback is 
categorised and logged in Resolve as either a compliment, complaint or enquiry and is further 
classified by contact centre staff using a number of codes and sub-codes e.g. Passenger Information; 
Operational Performance; Service Design; Vehicle and sub-code e.g. Accessibility, Passenger 
Interaction, Driving. Please note that codes and sub codes are applied in relation to the customer’s 

recollection of a situation; a customer may describe an event involving multiple factors which can 
be interpreted and recorded by an operator in different ways and all feedback is entered as free text 
into Resolve. It should be noted that as a CRM system records each customer contact as an 
individual incident or report the same incident could be recorded as multiple incidents by many 
Your request [information sought by you] 
I note that you are interested to receive information relating to complaints from people who are in 
some way impaired (as noted by you above) and relating to the design features on a typical bus 
We do not categorise customer feedback in the exact ways you have suggested, but we can provide 
you with information resulting from the following key searches of our Resolve database. Note the 
search results will not provide a complete picture of all possible relevant cases,  as cases can be 
coded it multiple ways (as noted above), but they do provide a good sample of the types of 
complaints that have been received and that may relate to your area of interest.  
Search 1 provides the results of a search of the Resolve system between 26 July 2019 (the date at 
which we had introduced a tag for “vulnerable”) to 25 April 2020, for all cases using the tag 
“vulnerable”. The purpose of this tag is to help identify passengers who may be particularly 
vulnerable due to age, disability or have a level of mental or physical impairment which means they 
experience difficulties using public transport. Thirty six cases were identified as being in scope of 
your request. 
Search 2 provides the results of search of the Resolve system between 26 April 2019 and 25 April 
2020 using the Vehicle case code and a sub-code of “Accessibility”. Fourteen cases were identified 
as being in scope of your request. 
We have decided to release the results of the above searches to you. Please note this will be in the 
form of an anonymised summary in order to protect the privacy of natural persons. Please contact 
Sharon Scheffers directly so that we are able to discuss the particular information that you would 
like to receive from our search results (for example, complaints from passengers with accessibility 
issues may relate to the bus design and/or the driver behaviour). Once we have received 
confirmation from you we will prepare the information for release (anonymised). Sharon can be 
contacted on [email address]. 
Further information that you may find useful 
You may also find it useful to look at the Bus Network Review report, which considered pubic 
feedback about the design of the new bus network implemented in 2018. The report contains 
specific details from focus groups held with people with disabilities. The report can be found on the 
GWRC website at the following website address: 
Current bus service design standards 
Metlink has a commitment to making public transport accessible and convenient for all passengers 
and most vehicles in accordance with the Requirements for Urban Buses (RUB) are accessible for 
wheelchairs and mobility aids as long as they meet size and weight restrictions outlined on the 
Metlink website. Newer buses in the fleet are also able to kneel to assist passengers with mobility 
services to alight and disembark the bus. 
Metlink is committed to working with our operators and customers to improve public transport 
services for all users. 
I hope you find the information outlined above useful.  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 
Good luck with your assignment.  
Yours sincerely 
Scott Gallacher 
General Manager, Metlink