Translink's complaints department is a waste of space!

[somebody]

Last night I received a response from Translink's A/Customer Service Manager.  Got to say, I was mightily p%ssed  off.

Anyway, to start at the beginning, some time ago (in 2008) I tried to catch the N464 from Milton Rd.  It didn't pick me up.  When I complained, someone from the Carina depot left a message on my voice mail, which I returned.  We spoke on more than one occasion as I recall, to ultimately be effectively told "That's the way it is, I can't defend it but I can't change it either, and there's no one you can talk to that can change it". 

Some time later, I learned that it was Translink's policy that I should have been given the option to escalate my complaint.  This never happenned.  So I got back in touch with them.  They had no record of me ringing back the Carina depot "customer service officer", although I told them that I did so.  They also have simply repeated back to me the information which I already knew, which is that the policy is for the N464 not to stop to pick up after it leaves the Casino.  I eventually posted in a letter to the Customer Service Manager who took 25 days to write back, completely ignoring the whole substance of my complaint while putting in some falsehoods, such as I had been advised that the Customer Service Manager would get back to me within 30 days, when I received no such advice.  Also, it persisted with the statement that I never returned their call.  More to the point, it completely ignored the whole substance of my complaint, that being it's stupid for the N464 to not pick up on Milton Rd.  That's near Caxton St, so there would no doubt be some demand for such a service.  I can think of one person who would use it.

I also complained about the whole attitude of the complaints department, which is (I said) to fob off and ignore complaints.  Perhaps that didn't help, but it seems that I'm about right.  If you can't drive any change through feedback, what the point of having them employ people to waste everyone's time by accepting feedback?  To reduce the incidence of people complaining to their local member or the minister?

AARRGGHH!!

[mufreight]

The feedback and complaints process at the Translink is simply a firewall, they can and do not provide immediate answers, the process is intentionaly as difficult, frustrating and drawn out as possible so that it creates a firewall.
Responses from Translink to those who have the patience to persist are mostly spin and are fequently less than factual with any failings always someone elses fault, circumstances beyond the control of Translink or no-one has advised of that previously so we did not know so now we will pass on to our transport planners for them to investigate then six months/two years later nothing has changed except the numbers of seat polishers at management level in Translink attempting to justify their position at the trough and their over the top salaries.

[somebody]

I guess the question is, what can we do about it?  I can escalate to the CEO and then the Ombudsman, but what happens next time?

[mufreight]

Letters to the editor of both the mainstream papers and your local news sheet.

[#Metro]

I've made some minor complaints and suggestions when things didn't work out.
They issue a number and an e-mail.
They usually get back in 7-10 days.

I did the same with Metro Trains Melbourne.
It took 2 days flat to have the final answers, and they weren't padded or dodgy spin laden answers either- they were straight to the point and short.

[longboi]

I actually received a written letter from the CEO in response to feedback I sent once 

[dwb]

Carina depot "customer service officer",

WHO did you actually complain to, bc as far as I know the Carina depot is Brisbane Transport not Translink. If you want Translink to handle the complaint maybe you should lodge it through their complaints system... sorry if I'm missing something here

[longboi]

Carina depot "customer service officer",

WHO did you actually complain to, bc as far as I know the Carina depot is Brisbane Transport not Translink. If you want Translink to handle the complaint maybe you should lodge it through their complaints system... sorry if I'm missing something here

No thats right. The TransLink procedure is to forward the complaint to the operator and depot (if relevant).

[Otto]

Last night I received a response from Translink's A/Customer Service Manager.  Got to say, I was mightily p%ssed  off.

Anyway, to start at the beginning, some time ago (in 2008) I tried to catch the N464 from Milton Rd.  It didn't pick me up.  When I complained, someone from the Carina depot left a message on my voice mail, which I returned.  We spoke on more than one occasion as I recall, to ultimately be effectively told "That's the way it is, I can't defend it but I can't change it either, and there's no one you can talk to that can change it".

<snip>

AARRGGHH!!

This whole process sounds very strange to me... For a start, Carina Depot is where I work, and no one there would have any idea where a N464 would go. We don't have a 'Complaints Department' where anyone would take a record of your complaint. There is a complaints process in which TL would forward complaints to Carina that relate only to the services operated by Carina. A senior staff member would discuss the complaint with the driver or others involved in the incident and a report would be sent back to TL. Carina would contact the passenger if the passenger has requested to be called, but once again, only if the service in question is a carina service..

As a guide, Carina do the following routes,
All 2xx services except the 2xx routes that go outside the BCC boundary.. ( see Veolia )
some of the 1xx services . ( 109, 112, 113, 172, 174, 175, 179, 180, 181, 183, 184, 185, 192 ) { also shared with Garden City, Larapinta and Willawong Depots }
300 and 301 ( shared with Virginia and Bowen Hills Depots )
598 and 599 ( shared with Toowong Depot )
No 4xx services are operated by Carina

N464 would most likely be operated by Toowong or possibly Richlands depots.

Something is not right with the way things have happened...  

Cheers, Otto

[dwb]

I recommend you read the following page and then follow it up WITH TRANSLINK.

Customer service http://www.translink.com.au/customerservice.php
Home > About us > Customer service

The TransLink Transit Authority's Customer Service team provides a channel for customers to have their opinions heard and recorded to influence positive change across the organisation and improve the customer experience.

The team is responsible for assisting customers with timetable and service enquiries, complaints, suggestions and product information via phone, email and mail. The types of enquiries the team handle include service and staff issues, infrastructure requests and complaints, network planning suggestions and go card issues.

TransLink values customer feedback and has used the information collated to influence:

    * additional services and scheduled changes
    * $18 million worth of new bus services
    * future enhancements and improvements for go card.

TransLink will also introduce a new suite of go card ticketing options based on customer requirements.

Due to the volume of feedback processed it is not always possible to provide an individual response to general feedback received. Please be assured that your concerns will be formally recorded and sent to the appropriate area within TransLink for consideration.

The TransLink website is updated on a regular basis. You may find it useful to stay informed about exciting new changes happening across the TransLink network prompted by customer feedback.

Additionally, TransLink now publishes the TransLink Tracker on a quarterly basis, available for view online. This document highlights TransLink's performance across a number of metrics. For example, you can see in the Tracker that in May 2009, 96.3% customers who travelled by bus enjoyed a service which was on time. For every 10,000 trips made across the network only 5.4 complaints were received by TransLink.

TransLink's Customer Service Team is the customer's advocate within the TransLink community and is here to help.

View the TransLink Transit Authority:

    * Complaints Management Policy (PDF, 339KB)
    * Complaints Management (PDF, 409KB)
    * Feedback form

http://download.translink.com.au/about/091028_complaintsmanagement.pdf
http://download.translink.com.au/about/091028_complaintspolicy.pdf

Requesting an internal review
If a customer is not satisfi ed with TransLink's decision, a
customer may request that the complaint be reviewed.
This request for escalation of the matter must be made
in writing to:
Chief Executive Offi cer
TransLink Transit Authority,
GPO Box 50,
Brisbane Qld 4001
A review of the complaint will then commence and
the customer will be advised of the outcome of the
review within 30 business working days of receipt
of the request.
Requesting an external review
In the event that a customer is still dissatisfi ed with
TransLink's decision or the way in which a complaint
was handled and all internal methods of review have
been exhausted, the customer has the option to raise
the matter with the Queensland Ombudsman:
Address: Level 17, 53 Albert Street,
Brisbane QLD 4000
Postal: GPO Box 3314 Brisbane QLD 4001
Phone: 07 3005 7000
Toll-free: 1800 068 908
Fax: 07 3005 7067
Email: ombudsman@ombudsman.qld.gov.au

[somebody]

Yes, when I became aware of those links is when I made contact again.

The TransLink Transit Authority's Customer Service team provides a channel for customers to have their opinions heard and recorded to influence positive change across the organisation and improve the customer experience.

Isn't this a lie by TL?

[#Metro]

Do you have any rights to go to QCAT?- Queensland Civil and Administrative Tribunal

http://www.qcat.qld.gov.au/

[somebody]

I actually received a written letter from the CEO in response to feedback I sent once 

Did you actually get any satisfaction though?

[longboi]

I actually received a written letter from the CEO in response to feedback I sent once 

Did you actually get any satisfaction though?

No not really  It was your typical brush off letter which makes vague reference to what you commented about and then presents some nice facts and figures from the Gov't.

[#Metro]

Maybe you should write a reply with your own facts and stats as well?

[somebody]

It was your typical brush off letter which makes vague reference to what you commented about and then presents some nice facts and figures from the Gov't.

Was this Peter Strachan or the previous CEO?  Perhaps discuss said letter with your local member or the ombudsman.  I'm really sick of Translink treating the public in this way.

[longboi]

It was your typical brush off letter which makes vague reference to what you commented about and then presents some nice facts and figures from the Gov't.

Was this Peter Strachan or the previous CEO?  Perhaps discuss said letter with your local member or the ombudsman.  I'm really sick of Translink treating the public in this way.

It was Peter.

Frankly I don't think I would pursue the letter further as it was just a comment on security, not an actual complaint.

[somebody]

I've received a response from the CEO on this incident.

The good:
There was a suggestion that this may be changed in the future
He expressed disappointment at the dissatisfaction & frustration caused me

The bad:
It read like changes may only occur if liquor license hours change
No time frame was given to when it may change
There was no suggestion that I would be advised once a decision had been made
The 30 day time frame was completely run down: I received the response 30 days after they received my letter.  Seems as though they do it intentionally.

The ugly:
Why should the CEO even have to hear about such a thing?
Even once the CEO gets involved, I still don't get real satisfaction.

I think I'm bring this to the attention of my local member.

[#Metro]

Yeah. Milton Road is a transport backwater.
I guess the planners have been lulled in thinking that a Western Busway or improvements for buses are not really needed as there are rail station. Problem is, rail stations are far apart and not good for local, frequent stopping. Also no bus priority measures are available in this area either.

[somebody]

I have received a response from the Ombudsman now.

They said that given these matters are under review, they didn't really see enough reason for them to get involved 

Isn't "these matters are under review" a standard spin phrase for "we aren't going to do anything"?

Sigh.

Somebody is not very happy today.

There are so many things that Translink could and should be doing but just aren't.