5 Nov 2008: SEQ: Go card, some ideas to go with!

[ozbob]

Media Release 5 November 2008

SEQ:  Go card, some ideas to go with!

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 some improvements to the processes involved in go card users attempting to get adjustments to their go card balances.  A web based claim form; a free call and a mobile call back service are needed.

Some go card users are spending a lot of time and money in attempting to get adjustments.  This is unfair, as Go card users are being financially penalised for problems not of their doing.

Robert Dow, Spokesman for RAIL Back On Track said:

"RAIL Back On Track has received considerable amount of feedback from Go card users concerning the difficulties they experience in seeking adjustments to their Go card balances when they have received extra charges such as fixed fares when equipment fails.?

"The problem is the convoluted nature of the process and the length of time it takes to make application by telephone.  Many Go card users are forced to use a mobile phone and fifteen or twenty minutes on a call can be very expensive for users.   We suggest that the TransLink Go card call centre should offer a call back service for mobile phone Go card users, to assist them make application without increased telephone costs.  Additionally a free call number be put in place for fixed line calls.?

"The administrative burden of the telephone application process could be largely relieved if a web based form was set up.  Many claims for adjustment could be handled this way and would reduce the wasteful telephone calls.?

?The bottom line is, why should Go card users carry the cost of faults?   Addressing these issues would send a strong positive signal to Go card users and further encourage uptake.?


Contact:
Robert Dow
Administration
admin@backontrack.org