Sue is a disability pensioner who relies on a wheelchair for mobility. Sue regularly uses her local bus route to access the community and found her local bus stop did not have wheel-chair accessibility.

This meant Sue had to be dropped off at alternative bus stops or mid-route which caused significant distress and humiliation.

BRQ provided Sue advice and assistance in resolving her dispute informally with her local Council. Council agreed to upgrade her local bus stop to ensure it had wheel-chair accessibility and provided interim arrangements for her bus service until the upgrade had been undertaken.

Sue was satisfied with the outcome and pleased she wasn’t required to proceed through a formal complaint process.