Helmets, better complaint handling top council e-scooter talk

E-scooter operators in Kelowna will need to offer helmets on their machines, as well as provide both sharable bikes and scooters.

Improved customer service will also be sought as lawmakers raised about the complaint process.

It comes as applications are set to open for operating permits for the next two years. Permits currently in place are set to expire in April and new regulations were brought before lawmakers for approval.

In a report to city council, transportation planning manager Mariah VanZerr outlined a litany of information on the e-scooter program as the first year comes to an end.

In the first five months of the program, 225,000 trips were made, an average of around 1,500 a day. The average trip was 16 minutes long and covered two kilometres.

This prevented about 148,500 kilometres of driving, the equivalent of circling the Earth four times.

During that same period, there were 51 injuries recorded at Kelowna General Hospital. However, a significant number of these happened in May, just weeks after the program started.

Injuries dropped drastically as the months went on, as most happen the first time someone uses a scooter.

Complaints followed a similar pattern. After upwards of 25 a week in April and May, the count has since fallen to or near zero.

The biggest concerns surrounded badly parked scooters an riding on the sidewalk. This was heavily remedied through preferred parking areas, as well as fines and warnings going out to users. The companies are required to address improperly parked machines within an hour, something city staff said is happening.

However, one city councillor relayed her poor experience trying to contact an operator to deal with rogue scooters, having now waited three months for a response.

Coun. Maxine DeHart said she tried to get in touch with one company about setting up a geofence around the hotel she manages to make the area off-limits to riders.

She tried calling the phone number on the scooter, but it didn’t work, as well as sent several emails, but to no avail.

“If I can’t get an answer, how are residents going to be treated when they have a problem,” she said.

She and council colleague Luke Stack suggested contact information for a local point person be made more readily available.

Administration said they do have contact details for local representatives and that complaints were being dealt with in a timely manner. It was settled that staff will work with the operators to ensure timely responses to complaints and to improve customer service.

Making people wear helmets also topped talks, with the next set of companies operating scooters in Kelowna required to offer helmets.

While lawmakers welcomed the idea, many are highly skeptical anyone will actually use a shared helmet but appreciate the effort.

Survey results show 20 per cent of respondents would wear a helmet if one was attached, VanZerr said.

Coun. Charlie Hodge expressed overwhelming support for making the operators provide helmets. He appreciated the city taking the responsibility.

“You can’t solve stupid. If people don’t want to put on a helmet that is their choice,” he said. “But at the same time, at least we are now as a council and city showing some leadership as far as doing the right thing.”

Lawmakers expressed admiration for city staff taking the e-scooter program from a “bumpy start” to a good place, today.