6 Sep 2008: SEQ: Go card consumer concerns with refunds of fines ... ongoing

[ozbob]

Media Release 6 September 2008

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

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 ongoing concerns for many go card users. These problems are acting as a disincentive for uptake of the go card by public transport commuters in south-east Queensland.

Robert Dow, Spokesman for RAIL Back On Track said:

?RAIL Back On Track has received feedback that indicates that many 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 and its agents 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.  It is a clumsy system and one wonders if it will ever be going properly. Hiding the issues behind spin and subjecting users to a non-functional refund policy is not encouraging uptake and is most unhelpful.?

?A number of my colleagues have been denied refunds because it has been claimed that other people were able to use the equipment.  This is garbage.  The faults are intermittent in many cases.  Interesting that some of these colleagues are IT professionals.  What hope is there for the average commuter using the go card??

?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.?

?Many go card users only have mobile phones.  It is an expensive matter for them to call TransLink and attempt to negotiate a refund when there is problem with their go card.  It would be sensible to add an online incorrect debit refund application to the online go card management.  This would make it easier for all, users and TransLink.?

?The longer term solution to our go card problems is zone rationalisation (3) and flat fares on the buses.  But that is thinking outside the square; something that seems to be lacking in transport at this time.?

References:

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

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

3.   Media Release 3 Nov 2006: TransLink Zones Rationalisation http://backontrack.org/mbs/index.php?topic=90 

Contact:

Robert Dow
Administration
admin@backontrack.org

[Andrew]

Media Release 6 September 2008

<snip>

?The onus is on TransLink and its agents 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.  It is a clumsy system and one wonders if it will ever be going properly. Hiding the issues behind spin and subjecting users to a non-functional refund policy is not encouraging uptake and is most unhelpful.?

?A number of my colleagues have been denied refunds because it has been claimed that other people were able to use the equipment.  This is garbage.  The faults are intermittent in many cases.  Interesting that some of these colleagues are IT professionals.  What hope is there for the average commuter using the go card??

<snip>

Absoloutly brilliant Bob.  I had a good laugh when I read that part about fair trading.  That bit was 11/10.