Your complaint has been received and an investigation will be initiated.

Administration is currently drafting a policy to address special requests. Administration will also send out another Quality Assurance Survey in the spring of 2019 to gather additional information regarding the scope of the service bringing forward recommendations to Council regarding the service

The City will not operate the Handibus during statutory holidays (i.e. Christmas, as requested). Some Departments, mainly the Recreation Department, operate on statutory holidays; however, Christmas is a holiday when all City facilities are shut down and no City employees are working.

Staff have begun to work on a policy that may address special requests; however, that policy has been placed on hold until after the new year. If anything changes with the service, all users will be contacted and advised of any increased hours, days, etc. File to remain open until the policy is either approved or direction has been given not to move forward with the policy.

Resident was contacted and advised of the above.

A quality assurance survey is being sent out this week, which will discuss a number of items, including hours of operation. Once survey results are received, they will be compiled and the information will be presented to Council. Council will review the results and if they choose to make any recommendations regarding the service, it will be during that time.

In the near future, Administration will be reviewing the Handibus and how the service is delivered to users. At this time, no changes to the Handibus service are being recommended. No further action required at this time.