9 Jan 2010: SEQ: Go card, procedures for seeking reimbursement of fixed fares

[ozbob]

Media Release 9 January 2010

SEQ:  Go card, procedures for seeking reimbursement of fixed fares needs urgent improvements

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 first highlighted the need for a system that go card users could access from mobile phones for claiming adjustments without incurring expensive call costs in September 2008 (1).  A letter to the editor in today's Courier Mail has again highlighted the need for the costs of the go card failures to be moved from go card users.

Robert Dow, Spokesman for RAIL Back On Track said:

"A lot of go card users only have mobile phones. For them to seek to have an adjustment made to their go card following an equipment or service failure is often a lot more costly in call charges than the value of the adjustment. A lot of these claims could be handled by a web based claim form, and additionally a paper form that could be downloaded and forwarded to a free postal address.  This is similar to the myki card in Melbourne (2)."

"For those claims that cannot be handled by the forms, a call back service for mobile phone users and a free call number for others should be provided."

"It is not fair for go card users to pay for the cost of go card failures. It is time TransLink showed real commuter support and moved forward with proper support for go card users"

References:

1.   6 Sep 2008: SEQ: Go card consumer concerns with refunds of fines ...   http://backontrack.org/mbs/index.php?topic=1303.msg5893#msg5893

2.   http://www.myki.com.au/ArticleDocuments/170/MYKI%20023_A_Geelong%20CRM_Refund%20Form_2.pdf.aspx

Contact:

Robert Dow
Administration
admin@backontrack.org

[longboi]

Totally agree with a call back service. It's a must for any call centre these days.