Article: Ticket inspectors feared, loathed, secret research shows

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Ticket inspectors feared, loathed, secret research shows

Ticket inspectors feared, loathed, secret research shows
Clay Lucas
August 29, 2011 - 12:30PM

Ticket inspectors are seen as a scary, intimidating and nasty means to collect revenue, according to a report that has remained secret for years.

The research, commissioned by MetLink and done for the former Labor state government, shows many believe ticket inspectors are there to raise money for the benefit of train and tram operators.

"Essentially authorised officers [ticket inspectors] are not seen as being there for people using the trams or trains," the research, done for transport marketing agency Metlink by Sweeney Research three years ago, says.
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"It is clear the authorised officers are perceived poorly within the community, the role is not respected and perceptions are entrenched through negative personal experience as well as media coverage."

The research, released under Freedom of Information to Greens MP Greg Barber by the Department of Transport, comes after Transport Minister Terry Mulder yesterday released new figures showing fare evasion on Melbourne's trams was much worse than had been previously acknowledged.

The research on ticket inspectors released today by Mr Barber was written after six focus groups were conducted by Metlink with Melbourne train and tram users, as well as non-users, in 2008.

These focus groups found extremely negative attitudes towards ticket inspectors.

"There is a sense that the size of the fine for fare evading is out of touch with the magnitude of the offence," the report said.

The fine for not travelling with a valid ticket is $180 (or $61 for children under 18).

"The analogy was made that if you don't buy a ticket nobody dies, but if you speed then you could kill someone. There is a perceived disparity between the level of offence and the size of the fine."

The focus groups also pegged ticket inspectors as "power hungry and intimidating", lumping them in the same category as parking inspectors.

"They are variously described as scary, intimidating, nasty, evil, horrible, harassing", the report said.

"There is also a strong visual sense that people associate with [ticket inspectors]: moving in packs, black leather gloves, trench coats, big balding men."

And in carrying out their role as ticket inspectors, the report found, people believed they were seen as "inflexible" and "deceitful".

Metlink has not carried out focus groups on perceptions on ticket inspectors since this work was done.

Metlink has been contacted for comment on the research.

Transport Minister Terry Mulder released fresh research yesterday showing that about one in five tram passengers travel without a ticket.

The Metlink research showed that evasion on Melbourne's entire public transport system — trams, trains and buses — was now costing about $80 million a year in lost revenue.

This estimate was compiled by a survey team that followed ticket inspectors across the Melbourne network.

The level of evasion on trams was found to be dramatically worse than claimed just three years ago by both Metlink and the former Labor government.

Metlink estimated in 2008 that one in 10 travellers did not pay and that fare evasion cost Victorians between $35 million and $40 million in lost revenue.

Read more: http://www.theage.com.au/victoria/ticket-inspectors-feared-loathed-secret-research-shows-20110829-1jhfw.html