27 Dec 2009: SEQ: Go day looming, support and actions needed now

[ozbob]

Media Release 27 December 2009

SEQ:  Go day looming, support and actions needed now

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 has called for a number of immediate improvements to the go card ticketing system. From the 4th January many users will be taking up the go card as they attempt to avoid the punitive fare increases on paper tickets.  Sadly, there are many issues with the go card ticketing system that need attention (1).

Robert Dow, Spokesman for RAIL Back On Track said:

"The Government and TransLink are committed to the introduction of the go card with the eventual removal of all paper tickets. The issue is then one of having to start using the go card for all commuters.  Presently around 32% of all public transport trips are on the go card, this will start to rise significantly as the fare costs for paper impact in 2010 (2)."

"When go card equipment fails it needs to be fixed promptly.  The go card reader on the eastern end of platforms 1 and 2 Oxley railway station has been non functional since the 22nd December (3).  If the government and TransLink are forcing users to use the go card it is not an unreasonable expectation of users to expect the equipment to be serviceable and fixed promptly when it fails."

"Many railway stations do not have enough readers to support a 100% go card ticketing environment (4).  Additional readers need to be placed with some urgency."

"Go card readers out in the weather need protective hoods fitted.  The screens deteriorate in direct sunlight and turn opaque, and many become moisture affected such that they are no longer functioning as designed. We have been raising this issue for a number of years now, but we continue to see tax payer funds squandered."

"Many users only have mobile phones.  It is costs these people a lot of money in call charges to seek to have an incorrectly debited fixed fare adjusted. A call back service for those go card users with only mobile phones needs to be instituted.  Additionally a web based claim form could also be set up to allow for simple adjustments to be claimed.  A free call number for go card refunds also needs to be put in place.  Why should go card users carry the cost of constant failures?  The Government and TransLink claim the go card is working well, then it will not be problem to institute a call back service for mobile phone users will it?"

"The TransLink Customer Service Charter says in part 'At the TransLink Transit Authority we are committed to delivering a high quality customer service experience.' (5) Long suffering punters would like some evidence of this commitment thanks."

References:

1.   http://backontrack.org/mbs/index.php?board=27.0

2.   New fare structure   http://www.translink.com.au/fares2010.php

3.   http://backontrack.org/mbs/index.php?topic=3187.0

4.   http://backontrack.org/mbs/index.php?topic=2882.0

5.   http://download.translink.com.au/about/081101_customerservicecharter.pdf

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

What took them so long?   

"Many users only have mobile phones.  It is costs these people a lot of money in call charges to seek to have an incorrectly debited fixed fare adjusted. A call back service for those go card users with only mobile phones needs to be instituted.  Additionally a web based claim form could also be set up to allow for simple adjustments to be claimed.  A free call number for go card refunds also needs to be put in place.  Why should go card users carry the cost of constant failures?  The Government and TransLink claim the go card is working well, then it will not be problem to institute a call back service for mobile phone users will it?"

From the Courier Mail click here!

Mobile users paying big bucks to dial 'freecall' numbers

Mobile users paying big bucks to dial 'freecall' numbers

    * Henry Budd
    * From: The Courier-Mail
    * September 20, 2010 12:00AM


PHONE companies are reaping millions by charging customers for dialling "freecall" numbers from their mobile phones, consumer groups claim.

Three lobby groups have lodged a joint "super complaint" with the Australian Communication and Media Authority to stop mobile phone companies charging users who dial 1800 and 13 numbers, which are free to call from a land line.

Many people were unaware that the numbers were treated differently from a mobile.

An eight-minute conversation from a mobile to a freecall number costs about $7.50, the Australian Communications Consumer Action Network, Australian Financial Counselling and Credit Reform Association and Australian Council of Social Services claim.

This means consumers are even being stung for calls to crisis support services and government agencies. Some phone companies also double-charge for 1800 numbers.

Freecall numbers were introduced in 1997 but with twice as many mobile phones as land lines in Australia, the regulation was lagging technology, ACCAN chief executive Teresa Corbin said.

"We're really concerned about vulnerable consumers who have to contact essential services and are being charged for it," Ms Corbin said.

"These people are counting costs in dollars and cents and they are usually on pre-paid so they know these calls are using up their credit."

To make matters worse the practice is leading to cases of bill shock, with some providers excluding freecall numbers from "capped" plans.

"These numbers are listed in the fine print are there one of the little exclusions," she said.

"You have to read the contract carefully to spot them."

There are now 24 million mobile phone services in Australia – more than one for every person – and Corbin called on the ACMA to find a resolution to the problem within 90 days.

"It shouldn't require new legislation. We would like the regulator to step in and meet with stakeholders and find a workable solution."

A Telstra spokeswoman said residential phones and mobile phones were different products and priced accordingly.

"As for pricing on 1800 and 1300 number this is an issue for ACMA who distributes the numbers and the businesses who operate and own them," she said.

In the year to July 2009 fed up Australians made more than 260,000 complaints to the Telecommunications Industry Ombudsman about their telephone service provider.

Almost half of these related to billing and payment issues. ACMA could not be reached for comment.