Refund of $5.00 penalty because of Reader Failure

[wayne john]

I got the 5.24pm Train from Southbank on Sunday 16th May & topped up my go card with $5.00 I got off the train at Keperra and the reader was not working , I phoned Translink  straight away & was informed that I would be charged the $5.00 penalty for not tagging off , but they recognised that the reader was not working and thet would refund the $5.00 within 3 to 4 working days . WHY should I have to wait for a refund ? Would they accept that I travel on the train and say I will pay my fare in 3 to 4 working days ? NO. Not only that it cost me a $1.00 and about 15mins on the phone to rgister my complaint . The reason it cost me a $1.00 was that the first call was cut off midway through  the journey of the telephone tree .

[ozbob]

Welcome wayne john!

Yes, the reimbursement process is not customer friendly (gross understatement).

As a group, we have been pressing for improvements for some time.  The good news is that a web based claim process is under development, finally. 

We have also called for a call back service for mobile phone users in particular, it costs users a lot in mobile phone charges to seek an adjustment.  They also should have a free call number.

Thanks for your comments, it will continue to inform our efforts to gain improvements.

Regards
Bob

[ozbob]

Media Release 18 May 2010

SEQ:  Call for improvements in go card fare adjustment procedures

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 is receiving a of feedback from frustrated go card users concerning the cumbersome process when they need to claim a fare adjustment due to equipment failure (1). The failure to provide a free call number, and a call back service for mobile phone users is very costly for some go card users and is not properly supporting go card users.

Robert Dow, Spokesman for RAIL Back On Track said:

"We are aware that a web based claim form for go card fare adjustment is under development.  This needs to be brought forward urgently.  A lot of go card users are forced to spend considerable amounts of money on mobile phone calls in attempting to claim a fare adjustment."

"As a demonstration of a commitment to customer service the establishment of a free call number, and the introduction of a call back service for mobile phone users is needed.  Why should go card users carry the cost of failure?  They are already paying increased fares and are staring down the barrel of 15% per annum increases for at least the next four years."

"Rather than just dismiss these calls, the introduction of improved customer support and a more equitable fare structure would go a long way to encouraging further uptake of the go card (2).  The present system for those seeking fare adjustments is very unfair.  If the failure rate is as low as claimed then the provision of these additional services will not be a problem, will it?"

References:

1.   http://railbotforum.org/mbs/index.php?topic=486.msg27012#msg27012

2.  9 May 2010: SEQ: Go card needs urgent fare improvements   http://railbotforum.org/mbs/index.php?topic=3820.msg26558#msg26558

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

Feedback received, thanks.

I totally agree,  also you are totally correct regarding the cost of mobile phone calls . I do not have a landline any longer and for calls to these type of organizations that put you thru the hoops of a telephone tree I have to walk 1/2 a Km to a phone box - can you please just remind are we really in the 21st Century ??