Media release 11 January 2017SEQ: QR asked to postpone new ‘customer charter’ consultations
RAIL Back On Track (http://backontrack.org
) a web based community support group for rail and public transport and an advocate for public transport passengers has questioned the timing of Queensland Rail’s rollout of its new customer charter with a focus on ‘thinking like a customer’.
Robert Dow, Spokesman for RAIL Back On Track said:
"Customers don’t think highly of Queensland Rail’s performance and reliability just now and it is right for the state government to seek to identify the root causes of the current rail fail through a Commission of Inquiry. A customer charter is an important corporate document. In this case, its preparation should be delayed until after the commission’s findings are known and the Government takes action to restructure the organisation accordingly.
“The new charter should apply to the new entity. For Queensland Rail to undertake this move now smacks of a reactionary sentiment to ‘get closer to customers.’ They need to move on from this stuff to focus on running frequent, reliable train services. The contrast between Brisbane and other Australian cities is stark,” he said.
RAIL Back On Track understands that Queensland Rail has invited members of its Customer Reference Group to two meetings on Monday 6 February to “have an ongoing dialogue with positive impacts for our customers and the communities in which we operate.”
“Queensland Rail says an assessment of its customers’ reactions to a new draft charter will help provide guidance in support of ‘development and messaging’ of its customer charter. If these meetings proceed, Queensland Rail is going to get some distorted and pointed feedback from the representative customer base.
“In the current circumstances, this move by Queensland Rail will be viewed cynically as a public relations glossover at a time when the organisations problems are profound and fundamental. That is where the focus should lie,” Mr Dow said.
RAIL Back On Track http://backontrack.org