Mr. Jeremy Ryan:

The audit is different. The audit is to see if the contract terms are being met by the operator, so the operator provides evidence to the auditors that the contract is being met. The mystery passenger surveys would be where someone who is visually impaired or disabled would attempt to use a service. For example, a wheelchair user would ask for a ramp to be deployed and would see whether it is functioning or not and if the user could get on board the service. There is the experience the user has in interacting with the driver and onboard the service as well as their experience of disembarking. We have specific disabled user surveys as well as general mystery passenger surveys where we also randomly ask the driver to deploy the ramp on particular survey days and record whether or not the driver did deploy the ramp. That includes for people who may not look as they have any disabilities.