Tell Us How to Make BC Transportation Better

Customer Service 2016

Customer service is a major part of what we do at the Ministry of Transportation and Infrastructure. From maintaining highways to handling development approvals, our goal is to provide the best service we can.

Of course, there’s always room for improvement. That’s why we’re asking you to help make us better by taking our 16th annual Customer Satisfaction Survey, open from June 28 to Sept. 3, 2019.

Last year, we received more than 3,800 responses from folks across the province, including face-to-face interviews with district staff. We learned a lot about what matters to you, including:

  • Highway signage and line markings
  • Cycling infrastructure
  • Commercial vehicle safety and enforcement
  • Traffic management
  • Rest areas
  • DriveBC webcams… and more

This year’s survey builds upon previous years, and includes opportunities for respondents to provide feedback on their customer service experience if they have interacted with the ministry in the last 12 months. 

Your written feedback provides a wealth of information and like previous years, the survey continues to include an open comment section for you to share more detailed thoughts on the ministry’s services.

We’re sending the survey directly to stakeholders and others that we have worked with over the past year, so keep an eye on your email inbox for an invitation to complete the survey. Or, take the online survey now – it is open to everybody and takes about 10 minutes. Additionally, our district staff will be conducting the survey in-person over the summer – you may just spot us at a rest stop during your travels! If so, feel free to stop by and say “hi”.

Help us focus our efforts on what matters most to you. What do we need to improve on? What are we doing right? You tell us.

10 Responses to Tell Us How to Make BC Transportation Better

  1. Marguerite Tamblyn on July 9, 2019 at 5:45 pm

    The Regional District of the Southern Okanagan is proposing to extend an established bus route: the Penticton to Summerland route, and to extend the service to West Kelowna. Their proposal does not include a stop in Peachland, even though Peachland has an established route from West Kelowna to Peachland. Our disabled son requires bus service from Penticton to Peachland. Without a Peachland stop on this proposed extension, he will be unable to access the service. Is there someone from MOTI who could propose the common-sense proposal of a stop in Peachland for this bus route extension?
    Thank you for your consideration.
    Marguerite Tamblyn

    • tranbceditor on July 10, 2019 at 10:29 am

      Hi Marguerite. Thank you for your comment, and for your commitment to improving public transit in BC. While the province is a funding partner of transit services, decisions on routes, stops, and frequency of service is the responsibility of our local government partners. In this case, the decision on where the route stops is up to the Regional District of the Southern Okanagan in consultation with BC Transit. I suggest contacting the Regional District, as well as local government representatives in Peachland to ensure that your concerns are heard by those undertaking the proposal. Community engagement is key in determining transit services, so we will pass along your comment as well.

  2. Pauline Liste on July 5, 2019 at 7:31 pm

    I want you to do something about all the speeding on the secondary rural roads. I would like to have speed bumps installed on Ruffels Road in Errington
    Since the installation of the lights on Church Road the increase in our traffics is beyond the double point. The amount of delivery services and service trucks is increasing constantly. We have logging trucks as well as the local cedar mill exit vehicles. One past resident on Bellevue which is the access before Ruffels road attempted to slow traffic with a nail belt across the road. This is desperation… he subsequently sold and moved. I am writing on behalf of the residents here as well as throughout the rural areas. As taxpayers we should be entitled to live a quiet peaceful rural existence, instead we have constant speeding which is extremely noisy….The resident closer to the corner of Ruffels and Leffler has attempted to block the noise by building a huge berm in his front yard, others have put up concrete fencing. I note that in areas of urban residences there are speed bumps so this is not impossible. Please don’t wait for an election and use this as a promise we need these now.

    • tranbceditor on July 9, 2019 at 11:40 am

      Hi Pauline,

      Thanks for your comments about Ruffles Road, in Errington.

      The ministry does not install speed bumps or traffic calming features on our roadways. Our mandate is to provide smooth and efficient traffic flow for all types of road users. Speed bumps and traffic calming features reduce the efficiency and flow of traffic.

      As with anything, there are drawbacks to installing bumps. The biggest ones revolve around their impact on maintenance, snow plowing, bus routes, emergency response vehicles, water ponding and goods movement. We don’t want the installation of a safety device to create an even worse hazard condition such as standing water that creates a hydroplane hazard, ice build-up due to plowing, or slow response times by emergency services. Emergency services are generally quite opposed to speed bumps.

      It should also be noted that just like any other feature on a flat road surface like a pot-hole, installing a bump in a roadway is introducing a potential hazard. This is why speed humps need warning signs, and other markings to make them conspicuous. An errant driver hitting a speed hump too fast risks losing control.

  3. Connie Thompson on July 4, 2019 at 9:13 am

    The highway between the Inland Highway where it joins the old Island Highway just south of Parksville, B.C. and extends to the Nanaimo Parkway needs to be addressed. People travelling on this section still want to travel at 100kl plus not realizing that it is no longer the Inland Highway. Many accidents on a regular basis on this stretch especially around the PetroCan – Northwest Bay Road lights. In the winter it is a nightmare. The Inland Highway needs to be extended to the Nanaimo Parkway to allow this largely rural section of the highway return for the people who live in this area to travel in a safe manner. Those of us who live adjacent to the highway and have to use it to travel either north or south place our lives in danger everytime to access the highway where there are no merge lanes!!

  4. Nick Thomas on July 3, 2019 at 6:08 am

    Need to get more accurate and up to date information on Drive BC. For example yesterday there was an MVI on Highway 97 just north of Kelowna that blocked traffic for some time causing long tailbacks and it didn’t get the hint of a squeak on Drive BC. Similarly there was recently a closure on Highway 1 west of Salmon Arm that didn’t get a mention on Drive BC.

    I understand that if an MVI happens after 4pm when your maintenance contractors go off shift in summer you are relying on the RCMP to inform you of the incident. However, surely you and the RCMP ought to be able to sort this out.

    • tranbceditor on July 3, 2019 at 4:22 pm

      Hi Nick,

      With respect to a motor vehicle incident north of Kelowna, on July 2 and 3, DriveBC reported: “Highway 97, southbound. There is a multi-vehicle incident at Airport Way (Kelowna). Southbound lane closure. Both South bound lanes are closed. Detour available from Airport Way to University Way. Last updated Wed Jul 3 at 12:05 PM PDT. (DBC-9768)”
      This event was first reported at 05:16 PM, Tue Jul 2.

      Without more detail, we’re not able to look into the closure you mentioned west of Salmon Arm.

      Our contractors work 24/7/365. There are specific response times for updating of DriveBC, and while contractor updates to DriveBC are required at 7 am and 4 pm in the summer, they must also provide updates immediately in certain circumstances, including when there is an incident or condition that leads to closure of the highway or lane closures. Updates must also be made immediately when there are traffic delays, changes in visibility, driving conditions deteriorate, or when adverse weather could lead to unsafe highway conditions.

      Obviously, there will be a slight delay from the time the contractor learns of an incident, to actually updating DriveBC.

      Police may also notify ministry staff or our maintenance contractors of incidents.

  5. Cam on July 2, 2019 at 4:51 pm

    Hi there, I’m from Coombs Bc on Vancouver Island I drive from parksville to Port Alberni a lot. In the last year hi ways installed cement barricades all the way around Cameron lake. By doing this it stops anyone from pulling over to the side of the road. In a lot of spots there is 12 feet of shoulder behind the barricades where people could park and enjoy the lake. Now for my kids and I we have to try and do a u-turn to park on the wrong side of the road and cross traffic just to swim. There’s a ton of traffic and with the barricades if a car or semi truck dies they can’t even pull over, now the hiway is blocked…. I have seen this twice just this week. Seems like we are not allowed to enjoy are lake since there is only 2 small spots to stop around the whole lake. There is no need for theses barricades in many of the spots and it confines the road. There was a lot of people that feel the same way. The next question I have is in the areas of Coombs and Errington the grass grows rite to the pavement, should the grass be higher than the pavement? Is there not a Law that states there’s to be so much shoulder on a road make of gravel? Seems like walkers and kids have no choice but to be on the road. Are area is run into the ground. Stop signs you can’t see from trees the brush cutter used to cut, there’s trees that hit your mirrors and the ditches have trees in them. The brush cutter cuts two feet of grass now Sorry to bitch so much but with fire season coming I don’t understand why the shoulders are neglected so bad. Would they not be held liable for this? Is there not mandatory guidelines?

    • tranbceditor on July 3, 2019 at 1:26 pm

      Hi Cam,

      Thank you for your comments about Hwy 4.

      The barricades were installed as part of a safety project the ministry completed last year around the Cameron Lake section. The barriers were installed as a result of the numerous “off road right” accidents happening where vehicles would go off road and into the lake. There are at least two sections where there is adequate parking along the lake beside the barriers, however when the barriers were installed, it did reduce some of the extra shoulder area in some sections. This was the trade off for ensuring the corridor was safer and reducing those types of accidents.

      There are designated accesses to Cameron Lake beaches at the provincial park location. Utilizing these accesses is much preferred, as opposed to parking on the shoulder and crossing highway traffic. While the barriers may reduce the width of shoulder at some locations, this may have been required due to the strength of the shoulder where the barrier was placed. Essentially, the shoulder must be able to handle the weight of the barrier string. This may help explain why there is a distance from the barrier to the slope edge.

      The addition of the barrier did not change lane widths, but it may have reduced shoulder widths in some locations. It has always been the case that vehicles which become disabled, block traffic in this section of roadway.

      The maintenance contractor is required to mow the shoulders and provide brushing to comply with sight distance and roadside drainage requirements defined in the ministry’s maintenance specifications. There are many locations on our highways where vegetation grows to the pavement edge along already gravelled shoulders, in fact this is quite common during the spring and summer season. The maintenance contractor does mow the vegetation.

      Mowing and brushing activities for the Coombs, Highway 4 and 4A areas are planned. The maintenance contractor was on their way out to this area when they were shut down due to the “extreme” fire danger rating a few weeks ago. We understand that this hazard rating has now been downgraded to “high”, which will allow brushing and mowing to resume (unless the fire danger rating increases).

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