13 Aug 2008: SEQ: Go card consumer concerns with refunds ...

[ozbob]

Media Release 13 August 2008

SEQ:  Go card consumer concerns with refunds of fines and incorrect debits

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport commuters supports the ongoing roll-out of the go card. The recent new fare structure is very welcome but unfortunately ongoing issues with the go card system and a clumsy and difficult refund process are causing concern for many go card users.

Robert Dow, Spokesman for RAIL Back On Track said:

?RAIL Back On Track has received feedback that indicates that go card users are having problems with non functioning equipment, particularly on buses and users are having difficulty in successfully getting refunds of penalties that have been incorrectly debited against their card.?

?The onus is on TransLink to provide a proper functioning system.  To tell go card users that the equipment will be checked and if faulty you may get a refund is generally most unsatisfactory.  A lot of the issues are intermittent and may relate to the simple fact that the go card equipment is not properly activated when the user was fined, but subsequently is operational.  Under these circumstances go card users are being denied refunds. The go card does require some practice and this is why we have previously requested some latitude for new users with refunds (1).?

?The Office of Fair Trading states on their web site (2) that customers have the right to a repair, replacement or refund if the goods supplied:

    * have a fault that the customer could not have known about at the time of purchase;
    * don't do the job the customer was led to believe they would;
    * don't match the sample shown to the customer; and/or
    * aren't as they were described.?

?Clearly the go card refund policy is not in line with this policy from the Office of Fair Trading. The go card system has numerous technical and software issues and therefore is not doing the job that users are led to believe.  Hiding the issues behind spin is not encouraging uptake and is generally unhelpful.?

?One of our members was recently hit with a $5 penalty as a result of a double touch.  This touch registered six seconds after he touched off.  He is still trying to get a refund of this penalty.  How many more hapless users are being dinged with penalties and don?t know it??

?We call on TransLink to conduct an urgent review of their refund policy for fines and incorrect fares for the go card.  The present 10 day period for processing is far too long and leaves many users out of pocket.  We would suggest that the majority of refunds should be same day, with an absolute maximum of two working days.?

References:

1.   http://backontrack.org/mbs/index.php?topic=1214.0

2.   http://www.fairtrading.qld.gov.au/oft/oftweb.nsf/

Contact:

Robert Dow
Administration
admin@backontrack.org