Investigation Report: Ombudsman Act – City of Winnipeg Handi-Transit
investigations & monitoring
municipal / local body
Summary
We received four unrelated written complaints from individuals who believed their eligibility for Handi-Transit service was unfairly assessed. While the individual complaints were ultimately resolved, we investigated broader issues raised regarding the Handi-Transit application and appeal process. As a result of our investigation, Handi-Transit implemented administrative changes to improve the fairness of its decision-making process and its written communication with applicants, including: providing written reasons in its decision letters to ineligible applicants; advising unsuccessful applicants in writing that if an applicant wishes to provide new information related to eligibility, Handi-Transit will accept the new information and then decide whether a reassessment, additional information, or a new application is required; and providing an appellant a copy of the functional assessment report the Handi-Transit Appeal Hearing Body considers at the hearing.
Case 2012-0358