Open questions to TransLINK (submitted via online form)

[Fares_Fair]

With reference to the Community Information Session for the Draft 2011 Train Timetable being held at Nambour Community Centre on Saturday 4 December, 2010 from 10am - 12pm.

1. Will TransLINK be in attendance at these meetings?

2. Will the person/s responsible for creating this new timetable be in attendance to explain their reasoning and their instructions for it's creation?

3. Why has TransLINK made peak hour commuting worse for sunshine coast 'customers' by moving the 5:16pm Nambour service back to 5:02pm, so no 5pm office worker can catch it?

4. Why has TransLINK also moved the morning services so that what used to arrive in the CBD from Nambour at 8:16am now arrives at 8:26am with no time for an 8:30am starter to get to work in time?

5.Why has TransLINK moved the current 5:43pm service to later still (5:47pm) for the longest haul commuters in the network, so that there is now a 50% longer (3/4 hour) gap in services?

6.Why is TransLINK removing the express leg (from 20 stations down to 9) on all but 2 services, to those who travel furthest?

7. Is it true that the information sessions (and I note that they are not even called consultation sessions) will have no effect on the outcome of the Draft 2011 timetables implementation?

Regards,
Fares_Fair.

[ButFli]

I find your questions very confrontational.

[mufreight]

I find your questions very confrontational.

Sorry ButFli but there are those who are unable to face reality, you find Fares_Fair's questions confrontational,Tuff, I like Fares_Fair and most other commuters find them to be relevant.
It is not unreasonable to expect a reasonable level of service to be provided and the arrogance of authority in failing to consult with those who use the services provided when change is to be made is less than acceptable.
Roll on the election so we can rid ourselves of this incompetent and dictatorial government and its circus of even more inept advisers and senior management who fail to provide acceptable levels of service.

[#Metro]

I say good on TransLink for doing draft timetables and putting it out there. This IS the consultation.
In the past the new timetable would just get lumped on to you.

Interesting to see the infrastructure isn't keeping up re: line capacity North of Central

[Fares_Fair]

With all due respect ButFli, there are no apologies from me for them.
They are direct and straight to the point, and need to be.

and yes tramtrain you are right also, they do deserve good recognition for it's pre-release.
I think that the draft however is a fait accompli.
It is printed on far better quality glossy paper than the regular timetables. (this isn't my only reason for thinking so).

TransLINK have an infamous reputation for not responding to questions put to them, stating that responses take 10 working days to reply, and sending back 'spin' which clearly shows that they haven't read the questions put to them.
IMHO, they appear to be more an arm of politics and obfuscation than an organisation for the benefit of the commuting public.

e.g. The last time I had to ask them some questions about the GoCard (when they attempted to raise costs 23%) it took a letter to the former Transport minister to actually get them to respond to simple yes or no questions.
Their MO (modus operandi) back then was just to send Gocard spin, irrelevant to the questions asked.

Furthermore, just last week a fellow train commuter telephoned TransLINK re: their brochure announcing the draft timetable changes. The TransLINK person he talked to had never heard of the brochure or the information (not consultation) sessions.
The caller was simply told he would get a response in 10 working days.
This obvious internal non-communication on a major timetable redraft doesn't assist anyone and only increases anxiety.

This redraft is important to all Sunshine Coast commuters due to its adverse impacts upon us. My questions highlight those impacts and ask for explanations.


Regards,
Fares_Fair.

[mufreight]

Well Fares_Fair you have nailed it precisely.   

[Stillwater]

Fares_Fair questions are the ones on everyone's lips up on the Sunny Coast.

Abuse of QR staff (who have nothing to do with timetabling, unfortunately - can't be condoned), e-petitions to Parliament, talk of paper petitions and protests ...  I'd call that 'positive feedback'.

On the occasions I have had to seek answers about transport matters, I have always found that QR makes a genuine effort.  TransLink seems to have stock, standard answers to issues such as Go-card, fares etc.  You may ask a specific question about your Go-Card deductions, for instance, but you get a general response that refers to the integrity of the system and how it compares favourably with other such systems.  I think it is their way of dealing with the volume of the letters/correspondence/emails received.

QR may take a bit of time, but your query is chased up and you get a reasonable response.

[Fares_Fair]

couldn't agree more Stillwater,

I have always found QR to be both professional, kind and courteous.
Their staff are well trained and always helpful.
They truly are a credit to their profession. 

TransLINK could learn a lot from QR about professional courtesy and responsiveness. 

Regards,
Fares_Fair.

[Stillwater]

ABC Sunshine Coast devoted about 15 minutes to the proposed timetable changes this morning -- interview with commuter on train hitting Caboolture, Fiona Simpson, and TransLink spokesperson.  Commuter reported all seats taken, standing passengers and some people sitting on the floor, even before Caboolture commuters cram on.  Pollywaffle from Ms Simpson.  TransLink spokesperson sought to explain that aim was to maximise service for a maximum number of commuters.  Express services required a clearing of a pathway that could be occupied by an extra service.  Said no date had been set for timetable implementation because TransLink wanted feedback and time to assess it.

[ozbob]

I have been asked to an interview on ABC Sunshine Coast FM tomorrow morning (23rd Nov) around 6.20am, topics Sunshine Coast line draft timetable and Quiet carriages.

[Fares_Fair]

Great news Bob, well done.

You can tell the interviewer that the Quiet carriages were working really well ... up until they released the Draft 2011 Timetable. Now they are noisy as ever with protests over the draft timetable. 

Regards,
Fares_Fair.

[Barbar]

Bob,

I'm eager to hear the answer should the ABC interviewer ask "What improvement to customer service, does the draft 2011 timetable offer the Sunshine Coast commuter?"

[ozbob]

 

[O_128]

Well if the excuse is that an express is wasting paths then let's have gold coast trains stop all stations to kuraby then wait for the huge uproar

[Fares_Fair]

With reference to the Community Information Session for the Draft 2011 Train Timetable being held at Nambour Community Centre on Saturday 4 December, 2010 from 10am - 12pm.

1. Will TransLINK be in attendance at these meetings?

2. Will the person/s responsible for creating this new timetable be in attendance to explain their reasoning and their instructions for it's creation?

3. Why has TransLINK made peak hour commuting worse for sunshine coast 'customers' by moving the 5:16pm Nambour service back to 5:02pm, so no 5pm office worker can catch it?

4. Why has TransLINK also moved the morning services so that what used to arrive in the CBD from Nambour at 8:16am now arrives at 8:26am with no time for an 8:30am starter to get to work in time?

5.Why has TransLINK moved the current 5:43pm service to later still (5:47pm) for the longest haul commuters in the network, so that there is now a 50% longer (3/4 hour) gap in services?

6.Why is TransLINK removing the express leg (from 20 stations down to 9) on all but 2 services, to those who travel furthest?

7. Is it true that the information sessions (and I note that they are not even called consultation sessions) will have no effect on the outcome of the Draft 2011 timetables implementation?

Regards,
Fares_Fair.

Well, it has been 10 working days since I sent the questions to TRANSLink ...
and as per usual there has been no response.

My colleague on the train also asked similar questions via 'phone and guess what ?
He was told it would take 10 working days to reply.
Time is up and he has not received a reply.

My third train colleague sent in feedback and she received a reply within 2 days stating that
they could not respond to her email but would pass it on to the relevant department within TRANSLink.

We were both envious .. at least she got a reply stating that she wouldn't get a reply !!

Does anyone see a pattern here with TRANSLink ?  

I would like to set up a poll on Rail Back on Track asking whether commuters get relevant replies from TRANSLink
or replies at all for that matter.

Q1. Did you get a response to your query ?
Q2. How do you rate TRANSLink's response to your query ?

One would need the scale to start at 1. (and you could probably safely leave off the 6-10 scores).


Regards,
Fares_Fair.

[Gazza]

Nah, you're pretty much spot on, TL often suck at answering questions properly, except for Steve:

Hi,
I just wanted to know why it is with Go Card when you are cancelling a trip you have to use the same fare gate as the one you came in through?
This can be a problem because you can't always remember which gate you initially used (For example I have had to rush to make a train at Roma St, but missed it, so I decided to leave the rail area and take the busway instead, but because I was initially in a hurry I didn't take notice of which gate I had used)
Could the system simply be programmed to know that if you touch off at the same 'station' as the one you touched on at then that means you are cancelling.... Your transaction history shows station names anyway so tying the touch on to a specific gate within the station just seems add complexity for no real reason.
Regards
Gavin S

Dear Gavin



Thank you for contacting TransLink with your enquiry.

To cancel a journey after you have touched on, you will need to wait ten seconds and touch your go card again.  

This touch must be made at the same rail station ( at any card reader, for that station ), or on board the same bus or ferry at the same stop.

The card reader will display the message that no fare was deducted, and will also display the available balance on your go card.

You must cancel your journey within 20 minutes from the time you originally touched on or you will be charged the fixed amount.

We hope that this information has been of assistance to you.

Should you require further information, please visit the TransLink website at http://www.translink.com.au/ .

Alternatively, the TransLink Call Centre is available 24 hours a day, seven days a week on 13 12 30.

Kind regards

Amanda

TransLink Customer Support

Hi,
Can you read the email I originally sent and address the question I actually asked?

I'm well aware of the time limitations etc for cancelling a journey.

My issue is that on the train network, is that while you can cancel on any card READER, you can't cancel at any GATE if it is a station with gates, and this causes usability issues, and I wanted to know why readers and gates are treated differently for doing a trip cancellation.

Refer to page 9 of the users guide ( http://download.translink.com.au/go/091223_userguide.pdf ) and you can see the point I am trying to raise:

"To cancel a journey after you have touched on, wait
10 seconds and touch your card again at the same rail
station, or on board the same bus or ferry at the same
stop. If you are at a gated rail station you must exit
through the same fare gate to cancel your journey"

Again, can you please re-read the email I originally sent (It is at the bottom) When I have spent the time to email Translink I'd like the actual answer to my question, I don't appreciate it when somebody has clearly just done a "copy and paste" of only partially relevant standard information, and tried to pass that off as answering the question.

Regards
Gavin


Dear Gavin
Thank you for contacting TransLink again in seeking an answer to your question about gated stations behaving differently in relation to cancelling a journey.
Please accept my apologies for our previous response as it does appear incomplete and does not specifically address your question.
I have forwarded you question to our go card team for their comment. We'll respond to your enquirey once we have the information required to do so.
Should you require further information, please visit the TTA website at http://www.translink.com.au/ . Alternatively, the TransLink Call Centre is available 24 hours a day, seven days a week on 13 12 30.
Kind regards
Steve
TransLink Customer Support




Dear Gavin,
Thank you for contacting TransLink regarding your enquiry.  
We apologise for the delay in getting back to you. As you may be aware, TransLink undertook an investigation into the matters you recently raised.
To cancel a journey after you have touched on, you will need to wait ten seconds and then touch your go card again.  
This touch must be made at the same rail station at any of the card readers, or on board the same bus or ferry at the same Bus or Ferry stop. If you are at a gated rail station you must touch your card on exit  through any of the gates.
You must cancel your journey within 20 minutes from the time you originally touched on or you will be charged the fixed amount.
The card reader will display the message that no fare was deducted, and will also display the available balance on your go card.
We hope that this information has been of assistance to you. Should you require further information, please visit the TransLink website at http://www.translink.com.au/ . Alternatively, the TransLink Call Centre is available 24 hours a day, seven days a week on 13 12 30.
Kind regards
Liz
TransLink Customer Support


Dear Liz,
So have gated stations been reprogrammed to allow you to use any gate if you need to cancel?

Regards
Gavin


Dear Gavin,
Thank you for your further contact with TransLink.
As mentioned in the previous email I have sent, you can now touch on and touch of to cancel a journey at any card reader. Yes they have been reprogrammed to allow you to use any gate.
We hope that this information has been of assistance to you. Should you require further information regarding this issue, or any other matter, please visit the TransLink website at http://www.translink.com.au/ . Alternatively, the TransLink Call Centre is available 24 hours a day, seven days a week on 13 12 30.
Kind regards
Liz
TransLink Customer Support

[Golliwog]

I havn't done any in a while, but I always found Steve good too. I believe Amanda was pretty good too, though I don't think I've ever got Liz. Although I must admit I would prefer if when there was too-ing and fro-ing that you always got the same person.

[Fares_Fair]

Looks like you have received excellent good service Gazza. I am impressed.
Perhaps it is because the matters I raise are not Go Card related.

Still, I must give credit where credit is due and the TRANSLink people who helped you are very good.  

Regards,
Fares_Fair.

Corrected from excellent down to good since the request was followed up after persistance.

[Gazza]

I wouldn't call it excellent if they were trying to give me some standard response in the first place.

[Stillwater]

They tried to fob you off, Gazza, and only gave you what you wanted after some persistence.  Community feedback and interaction with government agencies should not take the form of a 'firewall'.  QR make a better effort of responding, I believe.

[somebody]

The above is similar to my experience also.

[Fares_Fair]

Would you like to conduct a poll on TRANSLink and their response to commuter enquiries ?

QR are excellent when it comes to commuter responses and enquiries.
I have said it before and I'll say it again that TRANSLink could learn a lot about customer service from QR.

Regards,
Fares_ Fair.

[somebody]

It's about time the Transport Minister did something about Translink's whole attitude and culture.

[mufreight]

It's about time the Transport Minister did something about Translink's whole attitude and culture.

Why muck around, get rid of this incompetent Minister and the current Translink management and if realy needed replace them with people who are service delivery oriented, no bull.

[somebody]

still about a year and a half until the election.  And who says that the libs will do any better with PT?  It would be a first.

[Fares_Fair]

I meant a poll here on Rail Back on Track.

Bob,
Could you please arrange for a survey on TRANSLink and their ability to respond to commuter questions ?

Does TRANSLink provide appropriate responses to your questions ?  Yes or No.

Also I have discovered that I know someone on the board of TRANSLink.
I was thinking of writing direct to the board regarding this issue.
Alternative is to write to the Hon. Rachel Nolan MP, Member for Ipswich and Transport Minister.

Regards,
Fares_Fair.

[Stillwater]

Has anyone heard about the community forum that the Opposition is supposed to be arranging.  With Xmas coming up, it may have to be in the New Year.  Being an Opposition meeting, someone is bound to ask what is the Opposition timetable for duplicating between Beerburrum and Landsborough and then on to Nambour; also when an LNP Govt would make a start on CAMCOS.  I hope we don't get awkward looks, silence and a shuffle of feet.

[Fares_Fair]

Hello Stillwater,

There will be a community forum hosted by our local State MP's where QR and TRANSLink will be invited to attend
and do a presentation followed by questions from the floor.
The purpose of this forum will be to redress the Sunshine Coast draft 2011 timetable issues.

Whilst your questions are certainly very relevant and worth asking, we need the timetable situation sorted first.
Furthermore I wouldn't expect the opposition to reveal their policies too far out before the next election.
I certainly would expect to hear about them during an election campaign.


Regards,
Fares_Fair.

[Stillwater]

I suppose what I was asking is whether people had heard of any possible dates for the meeting.

[Fares_Fair]

Hello Stillwater,

You are right, I would expect it in the New Year.
Preferably the first Saturday just after the 15% price hikes come in on 17 January.

Regards,
Fares_Fair.

[ozbob]

I meant a poll here on Rail Back on Track.

Bob,
Could you please arrange for a survey on TRANSLink and their ability to respond to commuter questions ?

Does TRANSLink provide appropriate responses to your questions ?  Yes or No.

Also I have discovered that I know someone on the board of TRANSLink.
I was thinking of writing direct to the board regarding this issue.
Alternative is to write to the Hon. Rachel Nolan MP, Member for Ipswich and Transport Minister.

Regards,
Fares_Fair.

Fares Fair, just select the poll option when making a post and you can easily set it up yourself.  

[mufreight]

Bit of a waste of effort writing to our intransigent Transport Minister, she can not RIGHT so can she read, but we all know that she can spin.

[colinw]

I have to disagree with you there mufreight. Giving up & letting them off the hook would be the worst thing to do - better to keep up relentless pressure awaiting the day when someone who will actually listen ends up in the role.  It has been known to happen from time to time, e.g. Allanah MacTiernan in WA.

[somebody]

I'm with colinw.

But why can we not see the results of this poll?

[ozbob]

This poll is not active, it was an error.  The active poll is in the other thread --> http://railbotforum.org/mbs/index.php?topic=5037.0

[Stillwater]

Colinw:  Allanah MacTiernan was the Rudd of WA politics.

[#Metro]

Colinw:  Allanah MacTiernan was the Rudd of WA politics.

Can someone tell me more info on this person? I know she was involved with the Mandurah rail line..

[colinw]

Colinw:  Allanah MacTiernan was the Rudd of WA politics.

How so?

[Fares_Fair]

I'm thinking ...
she must have been stabbed in the back whilst her opponent was busy denying there was a coup d'etat under way.

Regards,
Fares_Fair.