Go Card - time issue and lack of official response

[ozbob]

Howdy,

RAIL Back On Track became aware of the time issue on the buses with respect to the Go card last Wednesday (April 9).

Feedback from members and via our feedback form suggested there was a major issue with some DCUs and associated equipment running an hour fast.   On investigation it appears that since last weekend when daylight savings changes made in southern states the problem surfaced. 

It is probably because the wrong time zone is programmed into the code for the DCUs so that it shifted the base time with the changes back to daylight saving.  There is no DST in Queensland it is because of the incorrect time zone settings in source code.

Piecing together information from feedback, observation and comments on the web, the variation on buses is possibly due to DCUs being in contact with depots when started up and correct time is then set.  If away from depot and started or restarted an incorrect time is used for operation.  Hence the time confusion, some buses on correct time others an hour ahead. 

The effect of this is that many commuters are being charged incorrect fares and penalties when travelling on buses using go card with incorrect time settings.  This has been further corroborated at ATDB (Bus Australia) by members there.

I alerted Translink to the problem on Thursday.  No response or acknowledgement. 

I have since emailed the Translink Transit Authority and Minister Mickel seeking a response.
I have given up on Translink.

Herewith correspondence today:

12 April 2008

Dear Translink Transit Authority and Minister Mickel,

Below is a copy of an email I forwarded to Translink alerting them to a very serious issue with the Go card.
I have not received an acknowledgement or response. 

This time error on the buses is a major issue with the Go card and we would hope that advice to the go card users affected and some indication that the issue has been resolved would have been forthcoming.

Translink has distinguished itself amongst the public transport community as an abject failure in communication.

The planning that Translink does is based on flawed data and this further compounds the difficulty that rail and bus has in providing adequate services.

We earnestly hope that the Translink Transit Authority will be genuinely responsive to commuters.

QR Passenger Services are to be applauded with their community engagement initiatives.

Could some serious effort be made to resolve the Go card time issue on buses please?

Thank you.

Best wishes

Robert

Robert Dow
Administration
RAIL Back On Track

[ozbob]

Does anyone know if the issue has been fixed yet?

I hope it has been, but there is a need to alert go card users to the fact that the system was in a mess  and they need to check transactions to claim refunds for extra fares/penalties.

[ozbob]

Seems still problems ...

-----------------

Media Release 12 April 2008 

SEQ:  Go card alert!

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 said that there is an issue with the go card system equipment on some buses that has resulted in an incorrect time being used to calculate fares, and users being overcharged.

Robert Dow, Spokesman for RAIL Back On Track said:

?We have received feedback the indicates there is a major issue on some of the buses with respect to the system time for the Go card onboard equipment (1).  Some of system clocks on the buses appear to be running an hour ahead.  It is possibly related to the daylight saving changes made in southern states last weekend and an incorrect time zone on the software.?

?The effect of this is that go card users who transfer to or from a bus with the incorrect system time are being debited with incorrect fares, and sometimes penalties.?

?There is no mention of this issue on the Translink website at the moment.?

?We wish to alert go card users to check carefully the transaction history for their cards, particularly if they have been travelling on bus since last weekend ? April 6.

?Translink has failed to alert commuters or indicate that the problem is being resolved (2).?

?Refunds of incorrect charges can be claimed by ringing Translink on 131230.?

?To stop being hit with extra fares and penalties go card users may be better off using cash ticketing options on buses until Translink indicates the problem has been fixed.?

Reference:

1.  http://backontrack.org/mbs/index.php?topic=432.msg3053#msg3053

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


Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

Problem still exists as of Sunday 13 April 2008.


----------------

Media Release 13 April 2008 

SEQ:  Call for free travel on buses for Go card users, system not working!

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 said that there is an issue with the go card system equipment on buses that has resulted in an incorrect time being used to calculate fares, and users being overcharged.

Despite the mutual self congratulation of Government and Translink on the imminent sale of the 50,000th go card the system is in a major crisis.  Disturbingly, card users on the buses are not being alerted to the problem with incorrect go card time on the buses (1).

Robert Dow, Spokesman for RAIL Back On Track said:

?We have received feedback the indicates there is a major issue on some of the buses with respect to the system time for the Go card on-board equipment (2).  Some of system clocks on the buses appear to be running an hour ahead.  It is possibly related to an incorrect time zone on the software.?

?The effect of this is that go card users who transfer to or from a bus with the incorrect system time are being debited with incorrect fares, and sometimes penalties. This adds to the problems bus and ferry users of the go card are experiencing with failures of the card readers.?

?RAIL Back On Track calls for free travel for Go card uses on buses until the problems with the go card equipment are resolved.?

?Failing that, to stop being hit with extra fares and penalties go card users may be better off using cash ticketing options on buses until Translink indicates the problem has been fixed.?

?The go card is working well on rail. The problems are with the mobile card devices and system on buses and ferries.?

?Problems with deterioration of go card equipment in exposed positions on railways stations and ferries, security concerns with the go card, chronic touch failures on buses and ferries, and now the failure of the system to keep correct time indicate it is not the time for celebration. Rather, all attention must be directed to fixing the go card system so that is reliable. The Government has indicated that one million dollars in ticket sales revenue for the go card has been passed.?

?How much of that revenue is unclaimed penalties?  Of the soon to be 50,000 go cards issued, how many are in active use? The answers to these questions might indicate the nature of the ongoing problems.?

?The Queensland taxpayer is funding the go card.  They are entitled to answers, a go card system that is reliable and a fair fare deal!?

Reference:

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

2.  http://backontrack.org/mbs/index.php?topic=432.msg3053#msg3053


Contact:

Robert Dow
Administration 
admin@backontrack.org

[ozbob]

More reports of the time issue still existing as of April 14, been happening for a week or so now.

The following message has been sent in follow up to the Media Release 13 Apr 2008: Call for free travel on buses for Go card users, system not working

14 April 2008

Greetings,

The time issue on the buses for the Go card has not been fixed.  Translink or Government refuse to even acknowledge the problem.

Do public transport commuters in SEQ deserve to be treated in this manner?  It is clear than many go card commuters are running up excessive fares and penalties on their go card, particularly if transferring to and from buses with the wrong time.

What an appalling fiasco.

Best wishes
Robert

Robert Dow
Administration
RAIL Back On Track

[ozbob]

Go card users need to be alerted so that they can check their transaction record and claim refunds of incorrect fares and penalties.

And, until the system is fixed bus go card users should be given free travel ... 'Show and Go!'

[Mozz]

As much as I want Rail to be the best public transport solution it can be, and I often have a gripe about the trains - I am really glad I don't have to put up with regular commuter travel on the BCC buses for this, and many other reasons.

[ozbob]

I have finally received a response to our initial notification of the problem.

In part:


"Cubic Transportation Systems is working with TransLink and the transport
operators to fully identify and resolve this issue as a matter of urgency.
TransLink's go card refunds policy will apply to any journey where a
customer may have been inconvenienced, consistent with standard policy for
system or device issues."

Detailed information re the time issue submitted to TL 10/04/2008 07:45pm

Response sent from TL 15/04/2008 11.29am

Grateful for the response but an issue as critical as this 5 days is deplorable.

And has there been any notification to the public to check their transactions?  What about unregistered card users?  How will they be able to get redress except for recent transactions?

[ozbob]

From Brisbane mX 15 April 2008 page 5 not online

Errors cost commuters

Errors cost commuters

Bus commuters are being ripped off because go card readers are calculating fares based on incorrect times, it has been claimed.

Robert Dow, from commuter group Rail Back on Track, says the software on some go card readers may be carrying incorrect time zone information.

"The effect of this is that go card users who transfer to or from a bus with the incorrect system time are being debited with incorrect fares, and sometimes penalties," he said.

[Huggies]

I find it a joke that they are urgently trying to fix the issue but weren't too urgent about letting the public know about the problem.

Do the state government not want the bad press about the system falling apart ?

[ozbob]

The following correspondence has been sent to the Premier, the Deputy Premier, Minister and all Honourable Members in Queensland, the Lord Mayor of Brisbane, Councillor Prentice and Councillor Dick, and for information to Translink and the Translink Transit Authority.

--------------------------

18 April 2008

Dear Premier, Deputy Premier, Honourable Members, Lord Mayor and Councillors,

I am writing to express my concern with the way Go card users of South-East Queensland are being treated by Translink.

Since 6 April 2008 there has been a serious time issue with the Go Card. The effect of this has been that bus/ferry commuters have copped extra fares and penalties.

Translink has failed to notify go card users of the problem. It is very important that users are made aware of the ongoing problems so that they can check their cards transaction history and then seek refunds from Translink.  A particular concern is that unregistered users only have a limited window to check their transactions.

Minister Mickel has indicated in parliament this week that 830,000 journeys have been made and the 50,000 card has been issued.  This is in effect 830,000/50,000 = 16.7 journeys which is just under two work weeks (nine days) of regular travel on average per card.  This is a disaster.

A significant number of go card users have already gone back to paper due to the ongoing problems with the card.  This is of great concern to me.

I am a strong supporter of the Go card but cannot stand by and watch the stoic go card users being treated in such a poor manner.

I invite you all to check out our go card forum at RAIL Back On Track --> http://backontrack.org/mbs/index.php?board=27.0

There you will find feedback, discussion and information pertaining to the go card from the real users of the system.

The go card is working well on rail.  The online management system for the go card is very good.  The card when it works is very convenient. The problem is it is not reliable on buses/ferries.

The impending phase out of ten trip tickets in Brisbane will lead to chaos unless the go card is fixed.
Another important issue is the bizarre nature of the so called 'frequent user fare'.  This is dearer for many relative to paper tickets and just acts as a further disincentive for uptake.

It is time that corrective action was taken to fix the go card, make the fares equitable, and then drive uptake so that public transport efficiency gains  and cost savings are made.

Yours sincerely,

Robert Dow
Administration
RAIL Back On Track http://backontrack.org

[ozbob]

Brisbane mX 18 April 2008 page 2 not online

Commuters go for cards

Commuters go for cards

Translink has sold 50,000 Go cards since their staggered introduction this year.

Transport Minister John Mickel said about 3000 people were taking up the cards each week.

"There have been over 800.000 journeys on the cards and almost $2.8 million has been loaded on to the go Card across south Queensland," he said.

But Back on Track spokesman Robert Dow said the Government was yet to fix major problems plaguing the system.

Thanks to the mX.

[ozbob]

If any Members of Parliament read this thread, welcome, and could you please enquire why the bus go card users are still being overcharged and have not been publicly advised to check their transaction histories for excess charges?

Thanks!

[ozbob]

Media Release 20 April 2008

SEQ:  Go card problems continue, ?cone of denial? firmly in place!

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 said that there is an issue with the go card system equipment on some buses that has resulted in an incorrect time being used to calculate fares, and users being overcharged.

This was identified by RAIL Back On Track on April 9th.  There has still not been a public statement to alert go card users to the ongoing issue and the fact that they may well be copping extra fares and penalties.

The failure to alert go card users is further evidence of the contempt public transport commuters suffer from Translink.

Robert Dow, Spokesman for RAIL Back On Track said:

?We have received feedback the indicates there is a major issue on some of the buses with respect to the system time for the Go card onboard equipment (1,2).  Some of system clocks on the buses appear to be running an hour ahead.  It is possibly related to an incorrect time zone setting or similar issue on the software.?

?The effect of this is that go card users who transfer to or from a bus with the incorrect system time are being debited with incorrect fares, and sometimes penalties.?

?There is no mention of this issue on the Translink website at the moment.?

?We wish to alert go card users to check carefully the transaction history for their cards, particularly if they have been travelling on bus since April 6.?

?Translink has failed to publicly alert commuters or indicate that the problem is resolved (3).?

?Refunds of incorrect charges can be claimed by ringing Translink on 131230.?

?To stop being hit with extra fares and penalties go card users may be better off using cash or paper ticketing options on buses until Translink publicly indicate the problems have been fixed.?

?A time based, location based ticketing system needs to be able to reference the correct time.  Ongoing problems with the GPS location system of buses is also compounding problems for go card users. It is farcical!?

?Apparent secret plans to replace paper integrated ticketing with the presently unreliable go card are in tatters.?

References:

1.  http://backontrack.org/mbs/index.php?topic=516.msg3215#msg3215

2.  http://backontrack.org/mbs/index.php?topic=432.msg3053#msg3053

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

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

Quote:

TransLink is aware of an issue with some buses' internal clocks being out by one hour under certain conditions. This issue may affect transfers for both paper tickets and go cards.

Cubic Transportation Systems have identified a solution to this issue and is progressing it as a matter of urgency.

Passengers who feel they may have been affected by this issue should call TransLink on 13 12 30.

From http://www.translink.com.au/

Thanks Translink!  At least go card commuters will now be better informed.

[ozbob]

From http://www.translink.com.au/qt/translin.nsf/index/media_busclocks_apr08  accessed 0740am Tuesday May 6.
Appears issue still ongoing ...

bus ticket timing issue - effective 23 April 2008

TransLink is aware of an issue with some buses' internal clocks being out by one hour under certain conditions. This issue may affect transfers for both paper tickets and go cards.

Cubic Transportation Systems have identified a solution to this issue and is progressing it as a matter of urgency.

Minister for Transport, John Mickel wants to assure commuters that the issue is not caused by drivers. The problem occurs when the driver console loses power and is out of range of the depot computer. Cubic's solution involves replacing a file on each bus that will rectify the issue.

Passengers who feel they may have been affected by this issue should call TransLink on 13 12 30. If they have been overcharged because of this timing issue they will be given a refund, in line with TransLink's normal refunds policy.

[ozbob]

Media Release 14 May 2008

SEQ:  Public transport ? largess and contempt!

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 a clear statement as to why go card users were not informed of the problems with the time on the go card system on buses and ferries in a prompt manner. During this period, as go card uses often unknowingly copped many excess fares and penalties, deals were being done for ?mates? with special rates for a QR suburban rail tour!

Robert Dow, Spokesman for RAIL Back On Track said:

?RAIL Back On Track alerted the Minister for Transport and Translink to an issue with the go card system equipment on  buses and ferries that resulted in an incorrect time being used to calculate fares, and users being overcharged on the 10th  April 2008.?

?There was no public statement to alert go card users to the ongoing issue and the fact that they may well be copping extra fares and penalties until the 21st April 2008. This is documented at the RAIL Back On Track web site (1)?

?The failure to alert go card users is further evidence of the contempt public transport commuters suffer from Translink and others.?

?The failure to respond in a timely manner is even more reprehensible when it is now realised that during this period deals were being done for ?mates? to tour the suburban rail network.?

?When RAIL Back On Track members inquired to as to the cost of hiring a train to demonstrate the utility of a commuter service from Gatton to Ipswich we were quoted $20,000 plus!?

?Obviously, we don?t qualify for ?mate rates?!?

?RAIL Back On Track calls on Queensland Government and Translink to treat public transport commuters with courtesy and implement processes that inform commuters in a timely and sincere manner.?

Reference:

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

Contact:

Robert Dow
Administration
admin@backontrack.org