Smoother flow: The Transport Complaints Unit received 3,409 complaints and suggestions in the first quarter, down 19.5% over the previous quarter.

The Transport Complaints Unit received 3,409 complaints and suggestions in the first quarter, down 19.5% over the previous quarter. The comments were related to public transport services (73%), enforcement matters (14%) and traffic conditions (9%).

The number of complaints and suggestions on public transport services fell 13.7%, from 2,864 to 2,473.

Franchised bus services cases decreased from 699 to 607 while those concerning public light bus services dropped from 665 to 555.

Cases related to taxi services decreased from 1,379 to 1,221 while those on rail services fell from 92 to 73. Cases related to ferry services dropped from 13 to 9.

Complaints and suggestions on traffic conditions decreased from 458 to 307. Complaints about road maintenance fell from 115 to 67. The number of complaints about illegal parking and other enforcement matters decreased from 672 to 488.

69% of complaints substantiated

During the period, investigations into 3,782 cases were completed. Of these, 69% were found to be substantiated, 5% were unsubstantiated, and the remaining 26% were not pursued due to lack of evidence.