Go card for children expiry rules causes loss.

[Fares_Fair]

"When a Go card has been inactive for a period of two years (dormancy),
the 90 day grace period does not apply and any remaining card balance and deposit is transferred to TransLink at dormancy."

So states the go card guide to balance transfers and refunds
under the heading what if my go card has already expired?

Under the Go card rules for children, I will now lose the money on my eldest son's Go card, and possibly the other 3 kids as well.
It is only $10.78, but the principle is the issue.
$10.78 means a lot more to a family of 6 than it would to others perhaps.

The total of my 4 children's Go cards totals $44.99, and I understand from reading the refund guide this may also be at risk of loss.
Their expiry hasn't occurred as yet so possibly may be ok for now, but since I don't memorise expiry dates and they don't use the cards due to the cost, it may be best to just cancel them all.

Apparently my eldest son's Go card expired back in March 2012.
The card has not been used since it cost my wife and 4 kids $84.60 to travel to Brisbane and back, on 13 January, 2010.

As a family we cannot sustain those type of costs to travel and she has not used the rail network since,
I was told by the helpful (I'm sincere here) Translink staff to fill in a form and send my Go card away to apply for a refund.
Of course once the card is gone, so also will be the money.

Under the rules shown on the back of the form, p2,  if the card has expired and it has been inactive for more than 2 years, the remaining money goes to TransLink.

I am outraged, and upset at the wretched Go card if this is what it does to families/children.

Today I have written to the Deputy Director General of Translink, seeking his assistance to resolve this situation, for me and for others in the future.

[somebody]

Doesn't this paragraph cover this:

Where remaining funds have been transferred to
TransLink, you are still able to request a refund if the card
was registered or you can send the go card in with the
refund form.

[Fares_Fair]

If the card was registrered .. my son's wasn't.

[somebody]

The bit after the "or" seems to cover unregistered cards.

[Fares_Fair]

Agree, and once I send it off the money is gone, or if the card gets lost somewhere in 'the system.'
No guarantee of reinstatement either, and with no card, no leg to stand on.

There has got to be a better way, why can't station staff sort it out?

[somebody]

Be nice if you could give the go card and form to a staff member and get a receipt, I guess.

[ozbob]

The whole notion of the users giving over the money to TransLink is a raging insult.

Also the 90 day rule re seeking adjustments.   I know people who have challenged that rule and been successful.

The attitude just p%sses people off. 

A go card can expire, and a person who owns that card could be hospital, or overseas or whatever.  I accept there is to be a limit somewhere, but it should be at least two years ...

[red dragin]

Have a photocopy of the card and form JP'ed before posting perhaps?

[somebody]

Also the 90 day rule re seeking adjustments.   I know people who have challenged that rule and been successful.

I thought it was six weeks?  That's the most outrageous rule IMO.  How has it been challenged?

[ozbob]

Some people have obtained full go card history from Cubic via TransLink.  In one case it went back a couple of years, a large number of incorrect fixed fares identified and adjustments sought and obtained. 

[somebody]

Some people have obtained full go card history from Cubic via TransLink.  In one case it went back a couple of years, a large number of incorrect fixed fares identified and adjustments sought and obtained.

Through the normal process then?

[ozbob]

No, you have to dig in ...

[HappyTrainGuy]

I thought you could through the normal way but you could view it 6 months at a time or are you referring to a particular reader/station?

[Fares_Fair]

Received a prompt response.

Confirmed that the money on my 4 children's cards has been taken due to 3 years and 5 days (well over the 2 year limit) since their last use, (even though not yet reached their card expiry dates), but I have been personally assured the moneys will be retrieved and returned provided I submit the form and the 4 cards to Cubic.

I have asked if I can personally hand them over to someone, somewhere.

I appreciate the polite, prompt and courteous response.
I may never get go cards for the children again.

[Fares_Fair]

To clarify, after 2 years dormancy kicks in..
Very appreciative of their response and that I will get the $45 back.

EDIT: I will need to fill out the same 2 page forms, x 4. 

[ozbob]

A lady rang me the other day. She explained she had tried to get improved go card distribution in her area but kept getting spin responses essentially.  I explained that cost is one factor that limits go card outlets (ones that can top up) and wasn't going to get better anytime soon.  On further discussion it seems some family members have problems using the go card for medical reasons and top up is difficult, auto topup not really an option as cards get miss used.  I explained what the TransLink access pass is and suggested she contact TransLink and apply for the family members as needed.

There is a lot of frustration and confusion in the community generally with respect to the go card.  Expiry rules, adjustments etc. is just another layer of confusion for many.  It is no wonder than many have just given up.  How many actually know about the TransLink Access Pass? Very few I would suggest.

[#Metro]

Silly really. Should be sold at all major chain supermarkets like woolies and coles. Throw in a deal - spend more than $30 in store and get 10 cents per dollar spent over it credited to your GoCard.

[minbrisbane]

Then I'd want to see gocard being used as a payment option at those same places.  Much like HK's octopus.

[somebody]

Scary that go card is indeed the best of them in Australia. e.g. WA+SA have a no refunds policy, myki has a 4 year expiry.

[HappyTrainGuy]

Scary that go card is indeed the best of them in Australia. e.g. WA+SA have a no refunds policy, myki has a 4 year expiry.

I don't think anyone would deny that GoCard is one of the best systems if not right up there world wide for using public transport. Sure its not perfect but no system is. Only problem is that the back end (stocking, fares, obtaining refunds/top ups, stupid gimmicks like 4 trips then free for 6 weeks) and network planning (bus routes duplicating rail lines/bus routes, very little feeder bus routes and overall frequency) has let it down for most people wanting to use public transport. The network side is slowly changing and they have shown intrest at changing this but the back end is just taking away all that good doing with the fare increases.

[Fares_Fair]

A big thank you to TransLink for returning my children's go card money yesterday.
Even received an unexpected extra $10 (possibly by a touch error reimbursement perhaps)

EDIT: Wife confirmed there was some kind of touch on/off problem with one of the kids at Roma St

I submitted 4 copies of the 2 page form, along with the 4 go cards, to the 'postage free' address on Monday.
Sincerely appreciated 

Thank you. 

[Fares_Fair]

I received a written reply to my correspondence mid last week.
It states in part;

"I can confirm that while the go card guide to balance transfers and refunds, states that the balance and deposit is transferred to Translink upon dormancy*, the cardholder may claim the balance at any time provided the go card was registered or the unregistered go card can be produced."

my note
*dormancy occurs when a go card is unused for 2 years.
No point buying a go card and putting it in a drawer for future use.

Thank you to the Dept of Transport and Main Roads, Acting Director-General for his reply.
Appreciated.