Manitoba Ombudsman Makes Recommendations to Improve Handi-Transit

Improvements to Handi-Transit

The Manitoba Ombudsman has made 19 recommendations to improve service to the city's Handi-Transit system after an investigation in response to a complaint from the Independent Living Resource Centre.

The service provides transportation for approximately 7,500 clients who have a physical disability that impairs mobility.

Overall, the ombudsman found that in many instances, Handi-Transit provides a reasonably equivalent service to fixed-route transit, but in certain areas falls short. The ombudsman made 19 recommendations to improve the service, including that the city:

  • broaden its Handi-Transit eligibility criteria
  • change the membership of the appeal hearing body (the panel that hears appeals from applicants determined to be ineligible for Handi-Transit service)
  • better communicate about its complaint process and about the outcome of complaint investigations
  • revisit its approach to “no show” charges (penalties applied in order to discourage registrants from booking trips but not taking them)
  • produce a comprehensive user guide.
  • The city accepted all 19 recommendations, and has taken steps to implement some of them, such as changing the membership of the appeal hearing body and working on a user guide. Other recommendations, such as broadening the eligibility criteria for service, will be further studied and would ultimately require funding and council approval.

    The report is available on the ombudsman’s website at: -


    TOPICS:   Winnipeg News

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