20 Dec 2009: SEQ: Going with the Go card!

[ozbob]

Media Release 20 December 2009

SEQ:  Going with the Go card!

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 outlined some suggestions for new users to the go card.  From the 4th January 2010 a new fare structure that has around 40% fare price increases for paper tickets compared to around a 20% increase in go card fares will come into effect (1).  Clearly many users will be using the the go card for the first time.  The go card system has a learning curve, support for new users needs to be stepped up.  We have previously highlighted some concerns with the go card system and these will need to be addressed urgently (2).

Robert Dow, Spokesman for RAIL Back On Track said:

"The Government and TransLink are committed to the introduction of the go card with the eventual removal of all paper tickets. The issue is then one of having to start using the go card for all commuters.  Presently around 32% of all public transport trips are on the go card, this will start to rise significantly as the fare costs for paper impact in 2010 (3)."

"There are extensive web resources for the go card (4).  Not all users have web access so there is a need for further support for new users such as information booths at key stations."

"New users need to have confidence that should equipment fail they can travel without fear of fare evasion (5). The TransLink go card user guide has the following FAQ (6)

'What if I can't touch on or touch off because the card reader is not working?

If all card readers are not working at a station, on board a bus or ferry and despite your attempts, you are unable
to touch on, you can travel for free to complete your trip. You should not touch off at the end of your trip.
If questioned by an authorised staff member, you will need to advise them of the time and station, or service,
where you were unable to touch on or touch off due to the unavailability of any working go card equipment.
In the case where other card readers are available for use, you must touch on from a working card reader
before travelling.'"

"We have queried what is meant by 'all card readers are not working at a station', as it is physically impossible and unreasonable to ascertain if all card readers are not working at some stations. Is it reasonable for a user to be forced to run from platform to platform in a vain attempt to find a reader that is working? Particularly as the user's physical condition, for what ever reason, may make this a very difficult thing to do if not impossible. It is also a health and safety risk and against Queensland Rail's Zero Harm Safety policy if large numbers of users are running around stations desperately trying to find a functioning go card reader before the imminent arrival of their train."

"Registering your card makes sense.  Not only does this facilitate online account management it also protects your monies should the card be lost, and auto top-up can be activated for a users go card as well.  The online account management is very convenient."

"When using a go card present the go card flat to the readers.  As soon as the touch is registered quickly remove the card.  Personally I keep my go card in the plastic go card holder rather than in a wallet as some other cards could interfere."

"Note the visual signs and listen for the beeps when touching on and off.  Often however on buses, the beeps may not be heard so pay particular attention to the light codes and screen as able."

"Be alert when touching on and off.  Equipment fails as do some touches.  Always check that the touch has been registered.  Fixed fare penalties can be claimed back by contacting TransLink when there are card and or equipment failures, or delays to services that have contributed to a penalty."


References:

1.   New fare structure   http://www.translink.com.au/fares2010.php

2.   27 Nov 2009: SEQ: go card system needs urgent work   http://backontrack.org/mbs/index.php?topic=3060.0

3.   TransLink's Tracker - July to September (Quarter 1) 2009-2010  http://download.translink.com.au/about/0910q1_tracker.pdf

4.   go card  http://www.translink.com.au/go.php

5.   Unable to touch on with your go card?  What is reasonable?  http://backontrack.org/mbs/index.php?topic=3127.0

6.   http://download.translink.com.au/go/080701_userguide20,21,22,23,24.pdf

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

See our go card forum for further discussion click --> here!

[ozbob]

I was chatting to some folk at Darra this morning.  One told of a lady who had not touched on at Darra due to faulty readers and got slammed with a $200 fine.  There was much consternation about this ...

I hope this person challenges this in court.

[ozbob]

I have also received some correspondence from a gentleman whose son has some cognitive issues.  Has tried using the go card but is just copping a string of penalties. 

I will put forward his representations but seriously, how well has this roll out been actually thought out?

[Jon Bryant]

Gate and staff to monitor them plus help people out. Expensive but sign of a high quality service and people know they have tagged off

[ozbob]

Not sure if staff will be around to do that, many stations are not staffed around the clock and still problems for some users with other modes as well.  With the waves of punters not realistic either.   

Yes, can see some real problems looming ...