Written Reply to Parliamentary Question on Measures in Place to Ensure Public Transport Operator Provide Adequate Training to Staff and Drivers on Accommodating Passengers with Disabilities

Ms Joan Pereira asked the Minister for Transport what measures are in place to (i) ensure that all public transport operators provide adequate training to familiarise their staff and drivers with the rules and regulations to accommodate passengers with different types of disabilities and (ii) ensure that call centres and helplines are adequately staffed.

Reply by Minister for Transport S Iswaran:

1.     All public transport operators (PTOs) have training programmes, developed in consultation with various social service agencies, to equip their staff with the skills to look out for and assist commuters with disabilities, including those with invisible conditions. The ‘May I Have A Seat Please’ identifier is an initiative that also helps staff look out for and assist commuters in need when required. Furthermore, PTOs often share updates on commuter inclusivity to all staff through their communication channels to reiterate its importance.

2.     Since 2016, training on commuter inclusivity has been included as part of the Enhanced Vocational Licence Training Programme conducted by the Singapore Bus Academy. All bus captains (BCs) undergo this training and over 6,450 BCs have graduated from the programme. Training materials are regularly reviewed based on feedback received from public and various social service agencies. In addition, the Land Transport Authority works with PTOs to ensure that the Bus Operation Control Centre staff are trained to advise BCs on how to assist commuters with disabilities if BCs require advice on the job.

3.     PTOs’ customer service hotlines are fully manned during the hotlines’ operating hours, and appropriate levels of manpower are planned for peak periods. PTOs also have in place other contingencies, such as training existing employees to answer hotlines when required, providing alternative channels for feedback and the option to leave a message for a return call.