2019 LISTEN · ACT · RESOLVE · IMPROVE Customer Experience Bulletin
August 2019 Customer experience journey Welcome to the Public Transport Ombudsman’s first annual bulletin on the customer experience of public transport in Victoria. We have used the information we received from people and groups over the past year to plot the customer experience journey. The customer experience journey is divided into six categories and depicted below. Over the following pages we take a look at the major issues and the pain points Journey1 that arose on the customer experience journey in the past financial year. planning and wayfinding TICKETS Buying2 and managing your ticket
3On your journey
Complications4 and disruptions
5Claims, compensation and contact centre
Community6 experience
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LISTEN · ACT · RESOLVE · IMPROVE Journey1 planning and wayfinding TICKETS Buying2 and managing your ticket
3On your journey
Complications4 and disruptions
5Claims, compensation and contact centre
Community6 experience
PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN
LISTEN · ACT · RESOLVE · IMPROVE 01 Journey planning and wayfinding
Planning and wayfinding are with the availability and People left the train after being how people navigate around consistency of information, advised by the train driver that public transport. They include with 73 complaints about trains did not appear to be going planning your journey online information on websites, apps anywhere, only to be ushered before you leave home, getting and available via social media. back onto the train by station information at stops, platforms staff. Trains began running We heard from passengers and onboard, reading timetables again shortly, however the Metro that different communication and using online information Notify app continued to say channels can provide and social media to stay that trains were suspended. inconsistent and even informed when things change. contradictory advice that In response to this experience Inadequate information impacts their ability to and others we have heard has a significant impact on plan and get around. about, we are exploring the the accessibility of public issue of inconsistent and transport – imagine seeing missing information through our “Listen for announcements” …imagine seeing systemic issues process and on the information screens at “Listen for announcements” will engage with public transport Flinders Street station when you on the information screens operators about improvements have a hearing impairment, or at Flinders Street station as part of that process. We knowing you have to be vigilant when you have a hearing encourage operators and PTV about the number of stations impairment… to continue to improve the you travel by train if you have consistency of information a vision impairment because provided across all channels We heard about a recent the onboard announcements to ensure accessibility for all. disruption on a metropolitan are not always in sync with train line that resulted in We conducted 34 investigations the correct station. contradictory advice via Twitter, into complaints about In the past year we received the Metro Notify app and information, timetables, 271 complaints, containing 298 announcements on board the websites and social media. issues, relating to information train and at a station platform. One third of the investigations about service delivery and Passengers were advised that were into V/Line’s timetables. A complaint can trains would not be running management of information contain more than one issue. and bus replacements had provided during disrupted been arranged, and at the and cancelled services. People who complained to same time that trains were us were generally dissatisfied about to start running again.
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LISTEN · ACT · RESOLVE · IMPROVE omplaint issue types
Issues Information Website/Social Media (73) total: Availability (93) Timetables (92) Information Accuracy (40)
ases by operator top 120 Public Transport Victoria 100 Metro trains 80 V/Line 60 Yarra Trams 40 Transdev 20
0 116 76 44 15 8
PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN
LISTEN · ACT · RESOLVE · IMPROVE 02 Buying and managing your ticket
Buying and managing tickets For example, one customer a systemic enquiry by our is the biggest driver of contacted us after he got a office, which includes the complaints in the customer refund with three months to advice people are given by journey. We received 1026 go on his yearly myki pass. PTV on their options. It may complaints containing 1381 He was told by PTV that he be that they qualify for a issues about ticketing in the should get a refund of around reimbursement due to special past year, mostly about myki. $100 and went ahead with circumstances, in which case Fifty two of those complaints the refund, but only received the amount they receive could were about paper tickets in $4. We found that although be higher than a refund. use on V/Line in regional Our initial view is that PTV has areas and SkyBus services. Our view is that PTV an interest in providing clear The main complaint issue needs to provide clear information to people who is refunds (417) followed by information to people wish to make a claim to ensure problems topping up myki who wish to make a claim they can make a decision (257) and people concerned to ensure they can make in their own best interests. about myki charges (157). Because the choice between a decision in their own a refund and reimbursement Myki refunds can be best interests. Because can be confusing, PTV’s complicated, and we hear the choice between a procedures should be from many people who are refund and reimbursement designed to promote the best confused by the process. We can be confusing, PTV’s outcomes for consumers. appreciate that one of the considerations for PTV is procedures should be Since February this year we making sure that everyone pays designed to promote the best have received 28 complaints the same for their travel, and outcomes for consumers. about mobile myki; a relatively people do not benefit financially small figure in the context of through buying and refunding the calculation was correct around 100,000 people using a pass. However because under the rules, he got wrong mobile myki on their phones. of the way a myki refund is advice from PTV. Ultimately We will continue to talk with calculated, it is not always in he would have been better off PTV about the customer someone’s best interests to keeping the myki pass, even if experience of myki refunds and get a refund when their travel he wasn’t travelling regularly. reimbursements and make sure circumstances change. The application of the refund systemic issues are addressed. calculation is the subject of
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LISTEN · ACT · RESOLVE · IMPROVE omplaint issue types
Refund/ Concessions & free travel (54) Reimbursement (417)
Top Up (257) Vending Machine (51)
Issues Charges (157) Lost/Stolen/Damaged (49) total: Account (80) Point of Sale (39) Terms & Conditions/ Mobile (28) VFTM (80)
Replacement (68) Card Reader/Gate (24)
Balance transfer (67) Dormant (10)
Myki cases over five years
2000 No of cases
No of issues 1500
1000
500 FY 2014/2015 FY 2015/2016 FY 2016/2017 FY 2017/2018 FY 2018/2019
PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN
LISTEN · ACT · RESOLVE · IMPROVE 03 On your journey
The on-journey experience 496 or 57% of all issues in this bus to the station. The bus drove includes all aspects of travel category relate to staff, and of straight past the bus stop at from the time of setting these, 392 issues specifically full speed before stopping 100 out until you reach your call out drivers, including a metres down the road. destination. This includes failure to pick up or set down The passenger told us that accessibility and comfort of passengers, safe driving and he did not feel safe walking trains, buses and trams as conduct more generally. alongside traffic to the stopped well as interactions with public bus, so he went home again and Transdev had the most transport staff along the way. got someone to drive him to driver related issues (100) the station. The bus company However, there are some followed by Yarra Trams confirmed that the bus did not notable exceptions. Issues (80) and Ventura (48). stop, and additional training was relating directly to disruptions provided to the driver, together and service delivery are being with ongoing monitoring, to reported separately in the Safety is a challenging area ensure it did not happen again. next stage “complications of complaints for operators and disruptions”. Authorised and PTV and we encourage People who complained to officer issues are closely us about driver safety and linked to public transport fines, more work on training dangerous driving lodged 31 so we are reporting on them and support for drivers. issues about Transdev, 29 at stage 5 of the journey in issues about Yarra Trams and “claims, compensation and 12 issues about Ventura Bus Driver complaints are usually contact centre” where we look Lines. Complaints are received about tram, bus and coach at issues relating to fines. from passengers travelling on drivers, who are more services as well as from road In the last year we received likely to have interactions users and other members of 724 complaints containing with passengers. the community who want to 872 issues relating to on- Yarra Trams had the most report dangerous conduct. journey experiences. issues related to failure to Safety is a challenging area People complained to us pick up or set down, with 24, of complaints for operators about the location and amenity followed by Transdev (20) and PTV and we encourage of stations and stops as and Ventura Bus Lines (18). more work on training and well as the accessibility of One passenger told us of his support for drivers. trains, trams and buses. experience waiting at the bus stop to catch an early morning
TEL: 1800 466 865 | EMAIL: [email protected] | PTOVIC.COM.AU
LISTEN · ACT · RESOLVE · IMPROVE omplaint issue types
Driver (392) Passenger comfort (97) Issues total: Station/Tram stop/ Accessibility of vehicles (40) Bus stop (239)
Station attendant (104)
ases by operator top 200 Metro Trains V/Line
150 Public Transport Victoria Transdev
Yarra Trams Ventura Bus Lines 100 Dyson Group
Sita Bus Lines 50
0 194 121 95 91 89 43 14 11
PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN
LISTEN · ACT · RESOLVE · IMPROVE 04 Complications and disruptions
Patronage of the metropolitan Our sense is that there has been Disruptions and complications and regional public transport goodwill and understanding in are awful for everyone and can network continues to grow, the community that planned be particularly challenging for at the same time that major disruptions are necessary to people with disabilities and more works are impacting services facilitate improvements to vulnerable travellers. Operators and infrastructure. The the public transport system. and PTV need to focus on significant number of issues helping people make good in our cases indicate the choices in a difficult situation. multiple pressure points that Disruptions and Through our systemic issues can complicate a journey. complications are awful process, we have started looking Over the past year we received for everyone and can be at how different public transport 727 complaints containing particularly challenging for operators manage unplanned 1152 issues about service people with disabilities and disruptions. It is inevitable that delivery failures. Issues relating more vulnerable travellers. things will go wrong from time to punctuality and reliability Operators and PTV need to time, and operators need to were present within 42% of to focus on helping people have effective management the complaints we received. plans that can be implemented make good choices in swiftly. Providing people with Both metropolitan and regional a difficult situation. prompt, detailed and accurate train services generated information about the disruption the most complaints – we as well as transport alternatives received 281 complaints However, an unplanned is crucial, so that they can make about Metro Trains and 174 disruption on top of a planned informed travel decisions that complaints about V/Line. shutdown can have a significant are in their best interests. impact, as we saw in April this Replacements services year when the effects of a major generated 14% of issues shutdown on the Frankston, raised in this journey stage, Cranbourne and Pakenham and we undertook over 30 train lines were compounded investigations into replacement by an unexpected peak hour services complaints. Most of shutdown of the Sandringham these related to insufficient line. This is when an effective service and dissatisfaction management plan is crucial. with the information provided.
TEL: 1800 466 865 | EMAIL: [email protected] | PTOVIC.COM.AU
LISTEN · ACT · RESOLVE · IMPROVE omplaint issue types
Reliability (250) Replacement service (158)
Issues Disruption (212) Insufficient service (79) total: Cancellation (182) Skipping stations or stops (47) Punctuality (180) Overcrowding (44)
ases by operator top 300 Metro Trains
250 V/Line
200 Public Transport Victoria
150 Transdev
100 Yarra Trams
50 Ventura Bus Lines
0 281 174 70 64 59 22
PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN
LISTEN · ACT · RESOLVE · IMPROVE 05 Claims, compensation and contact centre
The customer experience of The most common issue One consumer told us of her public transport can continue by far in complaints about experience of receiving incorrect after you get to the end of your AOs is AO behaviour. and inconsistent advice about journey. For example, you might services and fares when she We also received a handful of have received a fine or wish to rang the contact centre several complaints about Protective query an aspect of your journey times over a period of two days. Services Officers (PSOs) — like charges to your myki. She eventually contacted our 19 in total. We are not able office and told us that she had Complaints about fines usually to look at complaints about spent in excess of two hours figure in our top five issues for PSOs and typically refer people making a complaint to PTV and the year. There seems to be a with complaints to Victoria had not received a response. perception in the community Police, who employ the PSOs. PTV confirmed that the that we investigate public consumer had received incorrect transport fines, however we A clear and responsive and inadequate information cannot review a decision and identified opportunities for to issue a fine because the avenue for complaints is training and clearer information Department of Transport is not a an essential part of the for contact centre staff. member of our Scheme. People customer experience and contacted us with 328 issues promotes confidence A clear and responsive avenue about fines in the past year. in the overall public for complaints is an essential part of the customer experience We provide people with transport system. and promotes confidence in the information on how to appeal overall public transport system. a fine, and if the complaint The biggest driver of complaints When dealing with customer involves an issue about an in this category is the PTV complaints, PTV needs to get it Authorised Officer (AO) then Contact Centre. The contact right first time. If the person is we can investigate that as a centre is the first point of still dissatisfied, there must to separate matter. Since the end telephone contact for people be a clear pathway to our office. of the on-the-spot penalty fare who want to lodge a complaint trial in 2015, we have seen a about public transport, as The role of our office extends sharp decrease in the number well as a source of public beyond resolving individual of issues involving AOs – transport information and complaints to asking questions from a high of 364 issues in travel bookings. Of the 453 about why things go wrong 2016 to 82 issues this year. issues relating to the contact and making public transport centre, 228 were in relation better for everyone. to handling of complaints.
TEL: 1800 466 865 | EMAIL: [email protected] | PTOVIC.COM.AU
LISTEN · ACT · RESOLVE · IMPROVE omplaint issue types
Contact Centre (453) Injury/loss (61)
Infringement notice (328) Compensation (61) Issues total: Authorised Officer (82) Accessibility - Staff (60)
Property damage report Protective Services Officer (19) or claim (67) Lost property report or claim (62)
ases by operator top 350 Public Transport Victoria V/Line 300
250 Department of Transport Transdev
200 Metro Trains Ventura Bus Lines
150 Yarra Trams Level Crossing Removal Project
100
50
0 328 277 116 94 78 58 23 19
PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN
LISTEN · ACT · RESOLVE · IMPROVE 06 Community experience
Increasingly, the customer complaining about and that noise — from unplanned works experience of public transport he said was causing things to and maintenance to station is expanding to encompass fall off shelves in his home. At announcements and tram bells. more experiences beyond those ground level by the tracks, the Just as works and disruptions of passengers. People living noise was not very loud, however can wreak havoc with travel near tram, train and bus lines in the upper story of the house plans, they can also significantly have different experiences, it was far more noticeable. interrupt the lives of people as do those affected by level As technical staff from Metro around them. Where possible, crossing removals, or work on were also in attendance, they we encourage public transport the Melbourne Metro Tunnel. were able to identify that operators to notify those likely Squealing trams, buses idling the noise was caused by to be affected in advance of the across driveways and dust from an issue with the track that proposed works, their duration public transport building sites could be fixed fairly easily. and the likely impact. When are some of the issues that people have clear and accurate people complain to us about. When people have clear and information, they are prepared Within our three major issue accurate information, they and able to take steps to deal types, we had 185 complaints are prepared and able to with the disruption to their lives. about environmental nuisance. take steps to deal with the We note the significant effort to Environmental nuisance includes disruption to their lives. engage the community about a wide range of issues that level crossing removals and impact on people such as noise, metro tunnel works that has dust, vibration and unpleasant Getting first-hand experience resulted in relatively low levels smells. Investigating complaints of the problem in complaints of complaints to our office. like these can involve our like these is often the best Over the year we received 57 conciliators undertaking site way to find practical and complaints about engagement visits, often with the public lasting outcomes. and consultation in relation to transport operator also in The most complaints about this major construction projects. attendance, to speak with aspect of customer experience people to understand the were about Metro Trains, impact of the issue and often followed by Level Crossing experience it first-hand. Removal Project and Yarra We visited one resident Trams. People living close to living near a train line to train and tram services can be experience the rail noise he was impacted on a daily basis by
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LISTEN · ACT · RESOLVE · IMPROVE Photo supplied Photo
omplaint issue types
Issues Major construction/Project (198) total: Tracks/Corridor/Depot/Sidings (141)
Vehicles (64)
ases by operator top 100 Metro Trains Rail Projects Victoria 80 Level Crossing V/Line Removal Project
60 Yarra Trams Public Transport Victoria
40
20
0 87 78 58 24 19 11
PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN
LISTEN · ACT · RESOLVE · IMPROVE 07 Contact us
The Public Transport Facebook – facebook.com/ Need help lodging Ombudsman is a free, PublicTransportOmbudsman your complaint? independent service that looks You can nominate a carer or at complaints about public Mail advocate, family member or transport in Victoria. We resolve Public Transport Ombudsman friend to lodge a complaint complaints and also work with PO Box 538 on your behalf. Access public transport operators, Collins Street West information on how to PTV and the Government to Melbourne Vic 8007 nominate an authorised help make public transport representative on our website. better for everyone. If you are deaf or have a hearing or speech impairment you can If you or someone you contact us through: know wants to discuss The National Relay Service. customer experience issues or has a complaint about public transport, we would Speak another language like to hear from you. and want to complain? This is how you can make Information about our service a complaint or raise in various languages can be an issue with us: found on our website or you can contact the Phone 1800 466 865 Translating and Interpreting Email [email protected] Service on 131 450. Website ptovic.com.au
TEL: 1800 466 865 | EMAIL: [email protected] | PTOVIC.COM.AU
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