6 Dec 2008: SEQ - Go card, need to improve customer service

[ozbob]

Media Release 6 December 2008

SEQ:  Go card,  need to improve customer service

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 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.  Improved customer service and focus is needed."

"The administrative burden of the telephone application process could be largely relieved if a web based form was set up too.  Many claims for adjustment could be handled this way and would reduce the wasteful telephone calls.  As numbers of Go card users increases this is going to be essential."

"The bottom line is, why should Go card users carry the cost of faults?   Addressing these issues in a meaningful and responsive manner will send a strong positive signal to Go card users and the public generally, and further encourage uptake."

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

From Brisbane mX 8th December 2008 page 2

Calling card is costly