Thread by @ChristianBase

My daughter ("A") was supposed to have her #Ontario #G2RoadTest at the @ONtransport Toronto Port Union #DriveTest centre today (July 30th).
She booked it on April 20th (101 days ago). It got cancelled with >5 hours notice via an impersonal boilerplate notification email.
(1/18)

(For those of you who haven't been involved in the #Ontario driver licensing system since ~2005, a G1 is a learner's license that allows the learning driver to drive accompanied by a full G licence driver with four years of driving experience + some other restrictions.)
(2/18)

So, three months ago, I booked a personal day to accompany "A" to the #DriveTest centre for her #G2 test. Needless to say, having the raison d'être for my vacation day be cancelled that same day was an annoyance, to say the least.
(3/18)

But it gets worse: since the #DriveTest centres have been repeatedly closed for months due to #COVID19, there is a massive backlog of clients trying to get their drivers' licenses. As I type this, test bookings are generally available at least 3 months from now—or later.
(4/18)

As I said, the cancellation email was a boilerplate message. It was impersonal, cold, officious, and #unaccountable. It read:
(5/18)

"Hello ["A"] Base,
"Your road test appointment has been cancelled on 07/30/2021 at 3:44 PM for a class G2 at our Toronto Port Union location.
"Please visit our site drivetest.ca or one of our DriveTest locations to schedule a new appointment if desired."
...
(6/18)

"This is an outgoing email only, please do not respond. Thank you.
"DriveTest"

– That's it.
– No explanation.
– No express rebooking option; –go to the back of the line.
– No accountability.
(7/18)

Now I understand that sometimes 💩 happens:
– someone calls in sick;
– there's a blizzard (it's #Ontario after all);
– someone has to quarantine (#CovidIsNotOver);
– some other "act of God" occurs;
But don't send clients to the back of the line/square one.
(8/18)

I quickly tried to call the #DriveTest centre to try and see what we could do. The DriveTest toll free number is a virtual labyrinth of menus and occasionally almost inaudible messages. Eventually an option to be connected with a particular centre is presented.
(9/18)

I apparently got connected to the Toronto Port Union #DriveTest centre where I had the option to dial an extension—if I knew it—or wait on the line.
I waited.
It rang...
...and rang...
...and rang...
...and rang...
(10/18)

...and rang...
...and rang...
...and rang...
...and then I got connected to a voicemail box.

It was full.

I got disconnected.

Again, no accountability.
(11/18)

"A" (the "client") went to drivetest.ca and got put into a virtual queue which took over an hour. Through a stroke of luck—after searching numerous centres within a reasonable radius—"A" was able to book another appointment within a week.
Nevertheless...
(12/18)

According to drivetest.ca/home/about-dri…, DriveTest is "dedicated to providing customer service excellence and delivering high quality services to all Ontario residents who require a driver’s licence test."
#poppycock #fail
(13/18)

Per drivetest.ca/home/about_us.…, DriveTest is operated by either @Serco_Inc or @sercogroup; – it's hard to tell and probably all part of their dubious dedication to Soviet-style #accountability. Nevertheless, they're "#SercoAndProud."
(14/18)

Frankly #DriveTest/@Serco_Inc/@sercogroup are messing with the lives of Ontarians without any visible #accountability to "Ontario residents who require a driver's licence test."
(15/18)

How does the #Ontario Ministry of Transportation (@ONtransport) think this is acceptable?
How does Minister @C_Mulroney think this is acceptable?
How does Associate Minister @StanChoMPP think this is acceptable?
#ONpoli
(16/18)

How does my MPP @DaisyWai_MPP (my representative) feel that this is this acceptable?
Ontarians are not being properly served by #DriveTest centres.
#ONpoli
(17/18)

Perhaps an investigation by a third party, such as @TorontoStar @TOStarfixer or @globeandmail @kahowlett of #DriveTest/@Serco_Inc/@sercogroup and their arrangement with @ONtransport should be done to bring Ontarians some #accountability.
#ONpoli
(18/18)

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