Public Transport Woes: Dial-A-Ride Users Left Stranded as Concerns Go Unheard
For over five years, Cape Town residents dependent on Dial-A-Ride have called for fair treatment, transparency, and meaningful engagement from the City and service providers. While wheelchair users picketed in the rain outside the Civic Centre earlier this month, other critical voices, like those of Debbie, Rushda, Elroy, and Nokuthua, reveal systemic failures and unaddressed issues plaguing this essential public transport service.
The Protest: A Call for Dignity
The Disability Revolution’s protest outside the Civic Centre highlighted glaring inadequacies in the City’s Comprehensive Integrated Transport Plan (CITP) and the Dial-A-Ride service. Protesters, including wheelchair users, described how they are often ignored by taxis, treated with disrespect, or subjected to dangerous conditions when attempting to use trains.
Nokuthua, a long-time Dial-A-Ride user, lamented, “It’s been over five years now with no hope with the request for a meeting with the City and the users. All we ask is fair treatment towards people making use of the Dial-A-Ride service.”
Yet, the voices of those protesting are echoed by users like Debbie, Rushda, and Elroy, who have experienced firsthand the failings of the system. Their accounts reveal that these issues extend beyond poor planning—they reflect a systemic lack of accountability and transparency.
Debbie’s and Rushda’s Experiences: A System in Crisis
Debbie and Rushda’s experiences with Dial-A-Ride expose numerous inefficiencies:
- Rigid EFT Payment Policies
The push toward EFT payments has disadvantaged users reliant on disability grants, many of whom do not have bank accounts or access to technology. Debbie noted that advance payments make it difficult to respond to emergencies, especially as the number of buses in operation has decreased over the years.“Most SASSA grant users do not have a bank account,” Debbie explained. “When there’s no money in the wallet, bookings are denied, and users are stranded.”
Globally, EFT payments are becoming the norm, but critics argue this shift disproportionately impacts the most vulnerable. Is this part of a larger agenda to phase out cash entirely, leaving those without digital access behind?
- Booking and Communication Failures
Both Debbie and Rushda have highlighted the impracticality of the new booking process for users approved to pay in cash. The requirement to call daily often results in unresolved bookings, and complaints to the toll-free line are met with silence.Debbie expressed her frustration: “No feedback is ever provided; they just tell us they will investigate.”
- Passing the Buck
A recurring theme is the City’s tendency to deflect responsibility. Responses like, “This matter has been referred to the relevant department for attention,” leave users without clarity. Who is this department? Why aren’t contact details provided for follow-ups?This lack of transparency violates users’ rights to access information under the Public Access to Information Act (PAIA).
Elroy and Nokuthua’s Voices: Broken Promises and No Accountability
Elroy, another Dial-A-Ride user, highlighted the issue of accessibility and service reductions. “The number of buses has drastically decreased, leaving users without reliable transportation,” he explained.
For Elroy and others, complaints feel futile. “Every time we raise concerns, the City introduces new rules without consulting us. It’s like they’re making decisions to suit themselves, not the users,” he said.
Nokuthua echoed these frustrations, calling for dignity and inclusion: “All we ask is fair treatment.” Yet, users’ voices continue to be ignored.
At the time of going to print, the City of Cape Town had not responded to our questions regarding these matters.
The Bigger Picture: Agendas and Accessibility
The City’s insistence on using the TIC platform for booking and communication only serves to further disengage users. Digital-only platforms may streamline operations for the City, but they leave disabled users, many of whom face technological barriers, feeling abandoned.
These policies, combined with the global shift away from cash payments, raise troubling questions. Are these decisions purely logistical, or do they form part of a broader agenda to marginalize those who cannot adapt to a digital-first world?
Conclusion
The protest at the Civic Centre and the stories of Dial-A-Ride users like Debbie, Rushda, Elroy, and Nokuthua highlight a service that has failed its most vulnerable users. With rigid payment systems, inaccessible communication channels, and a lack of transparency, Dial-A-Ride is more a roadblock than a lifeline.
For the City of Cape Town to claim inclusivity and equity, it must listen to its disabled residents, engage them in meaningful consultation, and make tangible improvements to the Dial-A-Ride service. Until then, as Debbie says, it will remain “their way or the highway.”
