23 May 2008: SEQ: Go card, refund policy in tatters

[ozbob]

Media Release 23 May 2008

SEQ:  Go card, refund policy in tatters

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport users has called for an urgent review of all aspects of the refund policy for incorrect charges made on users go cards.

Robert Dow, Spokesman for RAIL Back On Track said:

?Recent revelations concerning a previously unknown policy to the effect that applications for refunds of incorrect fares and penalties for the go card must be claimed within 5 weeks are outrageous (1).?

?I rang Translink Go Card call centre last evening.  I was told by the operator and confirmed with her supervisor that there was no time limit for the refunds!?

?What is going on with the go card??

?The present 10 day period for refunds is itself excessive and should be made two working days.?

?The time window for people to claim incorrect charges debited to their go cards should be at least six months, preferably 12 months.  This allows a truly reasonable time for all users to claim their refunds.?

?RAIL Back On Track members find it extremely concerning and disappointing that go card users are being treated in such an off-hand manner.?

?Further evidence of this contempt was the time debacle on the bus/ferry go card system.  Translink and Government allowed go card users to cop excess fares and charges without any attempt to alert the users to the problem for two weeks (2).?

?The go card is potentially one of the best things to happen to public transport in south-east Queensland.  Why is it that Translink and Government seem intent on creating such a negative image for the go card? Taxpayers are rightly now very concerned as to when the system will be reliable and equitable.?


References:

1.  Courier Mail 23 May 2008 page 11 Go Cards refund bungle

2.  Go Card - time issue and lack of official response

http://backontrack.org/mbs/index.php?topic=743.0

Contact:

Robert Dow
Administration
admin@backontrack.org