Documents for RTI Application 135/01951

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RTI 135-01951 Point one - Quarterly averages.pdf - Page Number: 1 of 3 Released under RTI - DTMR

RTI 135-01951 Point one - Quarterly averages.pdf - Page Number: 2 of 3 Released under RTI - DTMR

RTI 135-01951 Point one - Quarterly averages.pdf - Page Number: 3 of 3 Released under RTI - DTMR

RTI 135-01951 1 - COR12 2436 - MC64846 - Surfside Bus lines Route 4 - marked.pdf - Page Number: 1 of 4 Sch.4 Part 4 s.6

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RTI 135-01951 1 - COR12 2436 - MC64846 - Surfside Bus lines Route 4 - marked.pdf - Page Number: 2 of 4 Sch.4 Part 4 s.6

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RTI 135-01951 1 - COR12 2436 - MC64846 - Surfside Bus lines Route 4 - marked.pdf - Page Number: 3 of 4 Released under RTI - DTMR

RTI 135-01951 1 - COR12 2436 - MC64846 - Surfside Bus lines Route 4 - marked.pdf - Page Number: 4 of 4 Released under RTI - DTMR

RTI 135-01951 2 - COR12 3159 - school buses.pdf - Page Number: 1 of 4 Sch.4 Part 4 s.6

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RTI 135-01951 2 - COR12 3159 - school buses.pdf - Page Number: 2 of 4 Sch.4 Part 4 s.6

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RTI 135-01951 2 - COR12 3159 - school buses.pdf - Page Number: 3 of 4 Sch.4 Part 4 s.6

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RTI 135-01951 2 - COR12 3159 - school buses.pdf - Page Number: 4 of 4 Sch.4 Part 4 s.6

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RTI 135-01951 3 - COR13 48 - 761 Surfside bus service christmas day - marked.pdf - Page Number: 1 of 3 Sch.4 Part 4 s.6

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RTI 135-01951 3 - COR13 48 - 761 Surfside bus service christmas day - marked.pdf - Page Number: 2 of 3 Sch.4 Part 4 s.6

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RTI 135-01951 3 - COR13 48 - 761 Surfside bus service christmas day - marked.pdf - Page Number: 3 of 3 Released under RTI - DTMR

Sch.4 Part 4 s.6

COR13 1802 Incoming - MC69293 - RTI 135-01951 4 - 15 5 - COR13 1802 - Surfside.pdf - Page Number: 1 of 3 Sch.4 Part 4 s.6

Sch.4 Part 4 s.6

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COR13 1802 Incoming - MC69293 - RTI 135-01951 4 - 15 5 - COR13 1802 - Surfside.pdf - Page Number: 2 of 3 Sch.4 Part 4 s.6

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COR13 1802 Incoming - MC69293 - RTI 135-01951 4 - 15 5 - COR13 1802 - Surfside.pdf - Page Number: 3 of 3 ~ Queensland ~ Government Hon Scott Emerson MP Member for Indooroopilly Minister for Transport and Main Roads

Our ref: MC62202

22 MAY 2012

The Honourable Ros Bates MP Member for Mudgeeraba Minister for Science, Information Technology Innovation and the Arts PO Box 897 Mudgeeraba Old 4213

DearMi~r jZtJ5

I refer to your letter on behalf of Sch.4 Part 4 s.6 and about the Clover Hill State School bus service.

The TransLink Transit Authority has responded directly to both on this matter. Please find enclosed copies of these responses for your information.

I trust this information is of assistance.

Yours sincerely ~/?e/J~"----_ Scott Emerson MP Minister for Transport and Main Roads Enc (2) Released under RTI - DTMR

Capital Hill Building 85 George Streel Brisbane GPO Box 2644 Brisbane Queensland 4001 Australia Telephone +61 ., 3237 1111 Facsimile +61 732244242 Email [email protected] ABN65959415158 RTI 135-01951 5 - DOC12 30806 - MC61891 School service surfside.pdf - Page Number: 1 of 5 f/J TRANSLink

TransLink Tran.1l Authority Level 13, 420 George Street, Brisbane Q 4000 GPO Bo. 50, Brisbane Q 4001 Tel: 13 1230 Our Ret. COR12/931 ; MC61891 Fax: (07) 3338 4600 Enquiries: TransLink Email: transllnk@translink.com .au Website: www.translink.com.au 17 April 2012 r

Sch.4 Part 4 s.6

Dear

Clover Hill State School Bus Route

I refer to your email to the Honourable Ros Bates, Member for Mudgeeraba, Minister for Science, Information Technology, Innovation and the Arts, about the ChJver Hill State School bus route. As you may be aware, your email has been forwarded to my office for consideration and direct response.

I appreciate your concerns in relation to the current patronage level of this school bus route and I assure you that the Translink Transit Authority and our delivery partner, Surfside Buslines, are committed to ensure children are safe when utilising our services.

Please note that the Transport Operations Standard 2010 requires buses that travel on 'no standing passenger roads', also known as Environment 3 roads, to meet certain requirements in relation to seatbelts, brakes and construction. As roads in this area are not classified as Environment 3 roads, passengers are not required to wear a seatbelt and may travel standing.

In addition, as loading requirements on all bus services are based on weight, the Transport Operations Standard 2010 stipulates that three primary school or pre-school children may sit in a bench-type bus seat designed for two adults.

Bus drivers are Rexpectedelea tos reported anyun safetyder concern RTI in- relation DTM to Rpatronage levels on their routes to the planning department at Surfside Buslines, who reviews all reports and addresses any issues where necessary.

Please be assured that your feedback has been noted and Translink, together with Surfside, will continue to monitor patronage levels on this school route to ensure there is sufficient capacity to meet demand.

TlilI'Ilunk. Tr;Jl'IIJl Aulhonly _ J, ABN .\6 D97 411 7>19 RTI 135-01951 5 - DOC12 30806 - MC61891 School service surfside.pdf - Page Number: 2 of 5 I trust this information is of assistance and I would lik,e to thank you for taking the time to provide your feedback. TransLink values customer feedback as we endeavour to continuously improve public transport services within South East QU8Elnsland,

Yours sincerely

Neil Scales Chief Executive Officer TransLink Transit Authority

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RTI 135-01951 5 - DOC12 30806 - MC61891 School service surfside.pdf - Page Number: 3 of 5 ~ TRANSL;nk

Tran.Llnk Transit Authority Level 13, 420 George Sireel. Brisbane Q 4000 GPO Box 50 , Brisbane Q 4001 Tel: 131230 Our Ref: COR12/931 ; MC61891 Fax: (07) 3338 4600 Enquiries: TransLink Email: [email protected] Website: www.transllnk .com.au 17 April 2012 o

Sch.4 Part 4 s.6

Dear

Clover Hill State School Bus Route

I refer to your email to the Honourable Ros Bates, Member for Mudgeeraba, Minister for Science, Information Technology, Innovation and the Arts, about the Clover Hill State School bus route. As you may be aware, your email has been forwardHd to my office for consideration and direct response.

The TransLink Transit Authority and our delivery partner, Surfside Buslines, take the safety of children extremely seriously and I was concerned to hear your feedback about the Clover Hill State School bus route running late on some occasions.

TransLink requested Surfside Buslines to conduct an investigation into this matter and was advised that, during the period you referred to in your correspondence, some services on this school bus route have been severely delayed due to road works being conducted in conjunction with the construction of the Reedy Creek Village Shopping Centre.

I am sure you can appreciate that buses, like other road users, can be subject to delays through unforeseen circumstances such as abnormal traffic congestion, accidents and road works.

However, I understandRele thatas suched delays und cane rbe RparticularlyTI - D concerningTMR for parents and students, and I would like to assure you that, in the event a school bus service is delayed or cancelled, Surfside Buslines will ensure that all affected schools are advised as soon as possible and will proceed to arrange a replacement services if required.

Additionally, TransLink initiates an immediate investigation of every reported incident involving school children as soon as it is reported. Should you wish to provide further details regarding specific incidents, you may call the TransLink Call Centre on 13 12 30, which is open 24 hours, 7 days per week. TransLink will be happy to investigate your feedback further.

Tfllnaunk Transit Aul/lonty ABN 46 097 411 749 RTI 135-01951 5 - DOC12 30806 - MC61891 School service surfside.pdf - Page Number: 4 of 5 With regards to your comments about patronage levels on this school bus route, your feedback has been noted and TransLink, together with Surfside Buslines, will continue to monitor services on this route to ensure there is sufficient capacity to meet demand.

Finally, I am pleased to advise that a driver has now been permanently assigned to this school bus route. This is expected to further assist in identifying and correcting concerns regarding on-time running and patronage levels on this route.

I trust this information is of assistance and I would like to thank you for taking the time to bring these matters to my attention.

Yours sincerely

Neil Scales Chief Executive Officer TransLink Transit Authority

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RTI 135-01951 5 - DOC12 30806 - MC61891 School service surfside.pdf - Page Number: 5 of 5 TransLink Division Department of Transport and Main Roads Level 13, 420 George Street Brisbane Q 4000 GPO Box 50, Brisbane Q 4001 Tel: (07) 3338 4000 Our Ref: MC64846 Fax: (07) 3338 4600 Enquiries: TransLink Email: [email protected] Website: www.translink.com.au 19 September 2012

Sch.4 Part 4 s.6

Dear Undefined Bookmark, TEXT7

Bus route 4

Thank you for your email to the Honourable Scott Emerson MP, Minister for Transport and Main Roads, about the reliability of bus route 4. The Minister has asked that I respond on his behalf.

I appreciate your frustration at bus route 4 services running late and I apologise for the frustration and inconvenience these incidents have caused you.

We have investigated this particular instance and in this case I am advised that the late running is due to buses on an earlier service encountering road works associated with the construction of the Gold Coast light rail project. Regrettably, delays to previous services can cascade to later services throughout the day and this is the cause for the 5.45pm service commencing late in the instances you have noted.

While the Gold Coast Rapid Transit is under construction, unfortunately bus delays may occasionally occur.

Once again, TransLink and Surfside Buslines apologise for any inconvenience you experience while the infrastructure works continue and assure you that Surfside Buslines is monitoring these services to ensure they are running as close as possible to schedule. Released under RTI - DTMR I trust this information is of assistance and thank you for bringing this matter to my attention.

Yours sincerely

Neil Scales Deputy Director-General (TransLink Division) Sch.4 Part 4 s.6

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RTI 135-01951 7 - DOC12 42950 - MC63950 - services to West Burleigh.pdf - Page Number: 1 of 1 Sch.4 Part 4 s.6

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RTI 135-01951 8 - DOC12 42951 - MC63950 - services to West Burleigh.pdf - Page Number: 1 of 1 Page 1 of 8

E-mail Message

From: Angelique Stokes [SMTP:[email protected]] To: Bus Contracts [EX:/O=TRANSLINK TRANSIT AUTHROITY/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=TLBusContracts] Cc: Sent: 4/09/2012 at 12:49 Received: 4/09/2012 at 12:49 Subject: RE: INPUT REQUEST: COR12/2460 - TX2 and TX5 services - complaint - DUE 5 September

Attachments: image002.png

Sch.4 Part 4 s.6

Good Afternoon Branka

The attached is the outcome from my investigation on the TX2 service for the 18th August..

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au ¡´ www.surfside.com.au

This e-mail message and any attachments contain information that is confidential. If you are not the intended recipient, you must not peruse, use, pass on or copy Rthisel emessageased or u anynd attachments.er RTI - DIf TyouM Rhave received this e-mail in error, please notify us by return e-mail and erase all copies of this message including any attachments.

From: Bus Contracts [mailto:[email protected]] Sent: Monday, 3 September 2012 1:59 PM To: Angelique Stokes Cc: Bus Contracts Subject: RE: INPUT REQUEST: COR12/2460 - TX2 and TX5 services - complaint - DUE 5 September

RTI 135-01951 10 - DOC12 45144 email and attachment.pdf - Page Number: 1 of 10 file:///C:/Users/sarah.carr/AppData/Local/TOWER%20Software/TRIM5/TEMP/CON... 26/06/2013 Page 2 of 8

Hi Angelique,

I have received additional information from the complainant and can provide the following:

¡P The complainant usually catches the TX2 service departing Tedder Av at 9.20 but at times she catches the 9.10 or the 9.30 services. ¡V Would you please provide on-time running and overcrowding report for these services?

¡P On 18 August the customer caught the 9.20 service.

¡P The customer cannot provide dates for any incident apart from that described in her letter which took place on 18 August.

¡P On 18 August the afternoon service caught arrived to Wet and Wild at 5.15 pm. The customer waited at the stop form 4.40 pm.

¡P The driver mentioned in the complainant¡¦s letter is the driver of the service that arrived to W¡¦n¡¦W at 5.15 pm on 18 August.

TransLink would appreciate your input on:

¡± Overcrowding on TX2 services arriving at Tedder Av at 9.10, 9.20 and 9.30

¡± On-time running for morning 9.10, 9.20 and 9.30 services and afternoon 5pm and 5.15 service on route TX2

¡± The behaviour displayed by the driver of the 18 August morning peak service (9.20am) that did not stop at Wet and Wild bus stop

Our response is due this Wednesday, 5 September and your prompt input would be appreciated.

Thank you!

Regards Released under RTI - DTMR

Branka Parenta Correspondence Officer TransLink Division | Department of Transport and Main Roads

______

88 Musk Avenue Kelvin Grove Qld 4059 | GPO Box 50 Brisbane Qld 4001 t 07 3338 4409 | f 07 3338 4600 e [email protected] w www.translink.com.au w www.tmr.qld.gov.au

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P Please consider the environment before printing this email.

From: Angelique Stokes [mailto:[email protected]] Sent: Tuesday, 28 August 2012 15:23 To: Bus Contracts Subject: RE: INPUT REQUEST: COR12/2460 - TX2 and TX5 services - complaint - DUE 5 September

Good Afternoon Branka

The Customer has provided an email address and also a postal address on the complaint letter can you please contact her through one of these as I need all information..

I have written my responses on your email below¡K

I look forward to resolving this issue once we have all mandatory details¡K

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au ¡´ www.surfside.com.au

This e-mail message andRe anyle aattachmentssed un dcontainer R informationTI - DTM thatR is confidential. If you are not the intended recipient, you must not peruse, use, pass on or copy this message or any attachments. If you have received this e-mail in error, please notify us by return e-mail and erase all copies of this message including any attachments.

From: Bus Contracts [mailto:[email protected]] Sent: Tuesday, 28 August 2012 2:05 PM To: Angelique Stokes Cc: Bus Contracts; Petersen, Rowan; Ria, Karen; Perrett, Tammie Subject: RE: INPUT REQUEST: COR12/2460 - TX2 and TX5 services - complaint - DUE 5

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September

Hi Angelique

As you may have noted in the letter, the customer did not provide a contact number and I am therefore unable to contact them.

Please note that the customer is indicating that there is overcrowding issues on the TX2 route ¡V specifically by the time the bus reaches her bus stop on Tedder Avenue. The customer is also indicating that the service does not run every 10 minutes as advertised.

What time exactly is the service the customer is intending to get at tedder Ave???

The service runs as close as possible to time. If it is a run in peak time and it is full on route operations may tell the driver to carry on route with full set down only displayed.

Could we please get Surfside¡¦s input with regards to any overcrowding issues on this service? We would also appreciate your comments with regards to on-time running.

If you find the time of the service the customer is speaking about, then yes we will investigate and give our input.

The customer is advising that she has witnessed drivers of both TX2 and TX5 services skip the Wet and Wild bus stop and continue on to Movie World on numerous occasions.

Please provide dates and times for these occasions

The customer seems to use these services daily.

The customer is advising that ¡§today¡¨ ¡V that is to say 18 August (please note the date in the right hand top corner of the attached letter) ¡V she had pressed the button to advise of her intention to disembark at the WnW bus stop but the driver failed to stop for her and was yelling at her when she approached him to advise her stop was missed. This is a morning peak service (time unknown). Could we please get Surfside¡¦s input into this incident.

Customer will need toR provideelea sserviceed u nshed ewasr Ron TorI -at D leastTM Rthe time she caught the service as there are too many morning peak services to go through or if she can provide a time frame (e.g 07.00 ¡V 0900)

The customer is advising that not all drivers service the Wet and Wild stop in the afternoon (after 4:30pm). The customer advises that on 18 August she waited for a bus at Wet and Wild stop for a long time and that once the bus arrived at 5:15 pm was told by the driver of that service that he didn¡¦t think anyone would be waiting there.

What service was she waiting for?

Please note this driver serviced the WnW stop. The question is did the earlier

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service stop at WnW.

Which is the earlier service ?

Which service is this driver mentioned?

In summary, what TransLink would appreciate your input on is:

Overcrowding on TX2 services

On-time running for morning and afternoon peak services on route TX2 and TX5

The behaviour displayed by the driver of the 18 August morning peak service (time unknown) that did not stop at Wet and Wild bus stop

As advised previously the response is due by 5 September.

Thanks for your help!

Regards

Branka Parenta Correspondence Officer TransLink Division | Department of Transport and Main Roads

______

88 Musk Avenue Kelvin Grove Qld 4059 | GPO Box 50 Brisbane Qld 4001 t 07 3338 4409 | f 07 3338 4600 e [email protected] w www.translink.com.au w www.tmr.qld.gov.au

P Please consider the environment before printing this email.

From: Angelique Stokes [mailto:[email protected]] Sent: Tuesday, 28 AugustRe l2012ea s12:58ed under RTI - DTMR To: Bus Contracts Subject: RE: INPUT REQUEST: COR12/2460 - TX2 and TX5 services - complaint - DUE 5 September

Good Afternoon Branka

Can you please ask the patron for the dates this is happening and also if they got the drivers name who they state said that he didn¡¦t think anyone would be waiting.

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Then I can investigate this more¡K

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au ¡´ www.surfside.com.au

This e-mail message and any attachments contain information that is confidential. If you are not the intended recipient, you must not peruse, use, pass on or copy this message or any attachments. If you have received this e-mail in error, please notify us by return e-mail and erase all copies of this message including any attachments.

From: Bus Contracts [mailto:[email protected]] Sent: Friday, 24 August 2012 8:32 AM To: Angelique Stokes Cc: Bus Contracts; Petersen, Rowan; Ria, Karen; Perrett, Tammie Subject: INPUT REQUEST: COR12/2460 - TX2 and TX5 services - complaint - DUE 5 September

Hi Angelique

Please find attached a complaint about drivers on TX2 and TX5 route not stopping at all stops. Released under RTI - DTMR

TransLink¡¦s response is due by 5 September and your input prior to that date would be appreciated.

Thank you!

Regards

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Branka Parenta Correspondence Officer TransLink Divison | Department of Transport and Main Roads

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88 Musk Avenue Kelvin Grove Qld 4059 | GPO Box 50 Brisbane Qld 4001 t 07 3338 4409 | f 07 3338 4600 e [email protected] w www.translink.com.au w www.tmr.qld.gov.au

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______

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If this e-mail was not intended for you and was sent to you by mistake, please

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telephone or e-mail me immediately, destroy any hardcopies of this e-mail and delete it and any copies of it from your computer system. Any right which the sender may have under copyright law, and any legal privilege and confidentiality attached to this e-mail is not waived or destroyed by that mistake.

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RTI 135-01951 10 - DOC12 45144 email and attachment.pdf - Page Number: 8 of 10 file:///C:/Users/sarah.carr/AppData/Local/TOWER%20Software/TRIM5/TEMP/CON... 26/06/2013

Contract Manager Translink Level 9, 420 George Street Brisbane QLD

Ministerial C COR12/2460 Complainant Issue Drivers ops Surfside Reference 1013577

The following is a detailed summary of the management of complaint COR12/2460

Incident details:

Issues regarding Surfside route TX2 on the 18 August 2012 1. TX2 Drivers not stopping at all stops.

Summary of actions to resolve complaint:

In regards to route service TX2 not stopping at all stops. I have investigated this issue and my findings are below.

The TX2 service @ 0850 from Pacific Fair to Dream world (which would be the 0910 from Tedder Ave) This service ran on time with no reported issues and stopped at all major stops on route.

The TX2 service @ 0900 from Pacific Fair to Dreamworld (Which would be the 0920 from Tedder Ave) ran on time and ticketed passengers through surfers Paradise, The driver of this service has unfortunately over shot the wet’n’wild stop and gone straight through to Dream world. The driver has been consoled by senior management in line with company policy and procedures in regards to this issue and also driver behavior and will be monitored in future. This has gone onto the driver’s permanent record.

The TX2 service @ 0910 from Pacific Fair to Dreamworld (Which would be the 0930 service from Tedder Ave) this service unfortunately had a mechanical issue and had a breakdown on route.

In regards to overcrowding on the TX2 service. I have checked the data from the TX2 Route on the 18 August 2012 starting from 0850 from Pacific fair and my findings are below. Released under RTI - DTMR

TX2 service @ 0850 From Pacific Fair to Dreamworld ran on time. This service ran with no reported overcrowding/overloading’s.

TX2 service @ 0900 from Pacific Fair to Dream world ran on time, unfortunately this was the service than missed the wet’n’wild stop. This service also had no reported overcrowding/overloading’s on route.

TX2 service @ 0910 from Pacific Fair to Dream world. This was the service that unfortunately had the mechanical issue.

RTI 135-01951 10 - DOC12 45144 email and attachment.pdf - Page Number: 9 of 10

In regards to the TX2 service @ 1700 from wet’n’wild on the 18th August 2012. This service ran late due to heavy traffic congestion on route before the TX2 shift started at wet’n’wild.

In regards to the TX2 service @ 1715 from wet’n’wild on the 18th August 2012.This service ran on time and ticket 2 passengers at wet’n’wild then continued onto Movie world and ticketed 36 passengers at this point.

Angelique Stokes Customer Service Officer Surfside Buslines

Lot 2 Old Coach Rd, Upper Coomera QLD 4209 PO Box 3036 Robina QLD 4230 P: (07) 55027122 F: (07) 55026499 E: [email protected]

Released under RTI - DTMR

RTI 135-01951 10 - DOC12 45144 email and attachment.pdf - Page Number: 10 of 10 Sch.4 Part 4 s.6

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RTI 135-01951 11 - DOC12 49009 - Surfside Bus lines Route 4.pdf - Page Number: 1 of 1

Contact officer Alan Neilsen Telephone 3338 4080 Our ref: MC66470 Endorsed by Sally Stannard A/General Manager Date of endorsement 16 January 2012 Endorsed by Matthew Longland A/Deputy Director-General The Honourable Ros Bates MP (TransLink Division) Member for Mudgeeraba Date of endorsement 16 January 2012 Minister for Science, Information Technology, Innovation and the Arts PO Box 897 Mudgeeraba Qld 4213

Dear Ms Bates

Thank you for your letter to the Honourable Scott Emerson MP, Minister for Transport and Main Roads, on behalf of Sch.4 Part 4 s.6 about school bus service 3002. The Minister has asked that I respond on his behalf.

I was concerned to read of the delays students are experiencing when travelling to school and I requested TransLink investigate this matter.

TransLink advises that this service has reported late running on occasion due to high passenger loadings and traffic congestion during peak times.

In view of this, I have asked TransLink to closely monitor the performance of this bus route once the school term commences, to identify whether changes to the timetable and or route are required.

With regard to your comments about the bus driver’s behaviour, I am advised that the bus driver has been identified. TransLink and Surfside Buslines acknowledge that the driver’s performance was not in line with their expectations and advise that the driver has been reminded of his responsibilities as a representative of TransLink.

I trust this information helps with your response to and thank you for bringing this matter to the Minister’s attention.

Yours sincerely Released under RTI - DTMR

Steve Minnikin MP Assistant Minister for Public Transport

RTI 135-01851 13 DOC12 56611 Response - MC66470.pdf - Page Number: 1 of 1 Sch.4 Part 4 s.6

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RTI 135-01951 15 - DOC12 58058 - MC66470 - school buses.pdf - Page Number: 1 of 1 Page 1 of 7

E-mail Message

From: Angelique Stokes [SMTP:[email protected]] To: Bus Contracts [EX:/O=TRANSLINK TRANSIT AUTHROITY/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=TLBusContracts] Cc: Sent: 13/12/2012 at 14:17 Received: 13/12/2012 at 14:17 Subject: RE: Ministerial rejection - MC66470 - COR12/3159 - late school services

Attachments: image002.jpg image003.gif docSch.4 Part 4 s.6

Good Afternoon Branka

The attached is the final outcome from complaint COR12/3159

I was under the impression that the main complaint was for the late running only..

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au œ www.surfside.com.au Released under RTI - DTMR This e-mail message and any attachments contain information that is confidential. If you are not the intended recipient, you must not peruse, use, pass on or copy this message or any attachments. If you have received this e-mail in error, please notify us by return e-mail and erase all copies of this message including any attachments.

From: Bus Contracts [mailto:[email protected]] Sent: Thursday, 13 December 2012 1:03 PM To: Angelique Stokes Subject: RE: Ministerial rejection - MC66470 - COR12/3159 - late school services

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Hi Angelique

Attached is the original incoming, the incoming rejection and the response we sent. The response we sent is the one rejected by the Minfs Office for the reasons noted on the Rejection document.

The other attachments were emails and they may not have been able to be opened unless using this version of Outlook.

The content was;

Good Morning Branka

I have investigated the school run 3002s (shift 2201) from Hillcrest College to Miami high school, I have looked at a time frame of two weeks.

Within this two week time frame this school service has run late due to high passenger loadings and also traffic congestion on route in peak times.

This service has an arrival time of 0839 at Miami HS in the weeks of data this school service has arrived a maximum of 10 minutes late to the school.

Unfortunately with the volume of traffic trying to get from Hillcrest College to the highway in the mornings makes it hard for the buses to run on time.

I have also gone back through to check the complaints from this patron and have found that the complaintRe lmadeea sise dalso u nford ether RsameT I reason- DT andMR the same outcome also.

I have forwarded this onto the operations manager for a survey to be done asap.

Kind Regards

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Angelique Stokes

Customer Service

This was the information we used to compile the response and the Minfs Office wants more info about taking gstronger actionh other than monitoring and reviewing. And also what steps have been taken with regard to the safety issues of a driver being on his phone while driving or leaving an unattended bus while using the gents toilets . Sch.4 Part 4 s.6

Thanks

Regards

Alan Neilsen Customer Relations Officer TransLink Division | Department of Transport and Main Roads

______

TransLink Centre for Service Excellence Level 5, 88 Musk Avenue Kelvin Grove Qld 4059 | GPO Box 50 Brisbane Qld 4001 t 07 3338 4080 | f 3338 4600 e [email protected] w www.translink.com.au w www.tmr.qld.gov.au

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From: Angelique Stokes [mailto:[email protected]] Sent: Thursday, 13 December 2012 12:40 To: Bus Contracts Subject: RE: MinisterialRe lrejectioneased -u MC66470nder -R COR12/3159TI - DT -M lateR school services

Good afternoon Branka

Could you please resend the attached documents as I cannot open these ones.

Thanks.

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Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au œ www.surfside.com.au

From: Bus Contracts [mailto:[email protected]] Sent: Thursday, 13 December 2012 8:33 AM To: Angelique Stokes Cc: Bus Contracts; Petersen, Rowan; Heywood, Peter Subject: RE: Ministerial rejection - MC66470 - COR12/3159 - late school services

Good morning Angelique

I have attached all the relevant documents including input received from Surfside.

Regards Released under RTI - DTMR

Branka Parenta Customer Relations Officer TransLink Division | Department of Transport and Main Roads

______

TransLink Centre for Service Excellence Level 5, 88 Musk Avenue Kelvin Grove Qld 4059 | GPO Box 50 Brisbane Qld 4001 t 07 3338 4409 | f 07 3338 4600 e [email protected] w www.translink.com.au w www.tmr.qld.gov.au

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From: Angelique Stokes [mailto:[email protected]] Sent: Wednesday, 12 December 2012 16:53 To: Bus Contracts Subject: RE: Ministerial rejection - MC66470 - COR12/3159 - late school services

Good Afternoon Alan

Can you please forward on all the correspondence for this on to me please.

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au œ www.surfside.com.au

From: Bus Contracts [mailto:[email protected]] Sent: Wednesday, 12 December 2012 4:37 PM To: Angelique Stokes Cc: Carlisle, Katie; Heywood, Peter Subject: Ministerial rejection - MC66470 - COR12/3159 - late school services

Hello

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Our response was rejected by the Ministerfs Office.

Please find attached the comments and provide revised input accordingly.

In particular gwhat about safety issues of driver using mobile phoneh and taking stronger action other than gmonitoring and reviewingh the service.

As this is due by 14 December (Friday) we need your input by COB 13th December.

Thank you

Regards

Alan Neilsen Customer Relations Officer TransLink Division | Department of Transport and Main Roads

______

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Contract Manager Translink Level 9, 420 George Street Brisbane QLD

Ministerial Complaint Reference COR12/3159 Complainant Sch.4 Part 4 s.6 Issue School bus running late Surfside Reference 1014144

The following is a detailed summary of the management of complaint COR12/3159

Incident details:

Issues regarding Surfside school route 2201 running late 1. Late running of school route service.

Summary of actions to resolve complaint:

In regards to School shift 2201 school run 3302 running late. This service does run late due to high passenger loadings and heavy traffic congestion.

In regards to the driver of school shift 2201 school run 3302 using the toilet and leaving the children unattended on the bus and also using his mobile phone. This issue has been addressed with the driver and management and company policies and procedures outlined this issue will be monitored from hereon in.

Angelique Stokes Customer Service Officer Surfside Buslines

Lot 2 Old Coach Rd, Upper Coomera QLD 4209 PO Box 3036 Robina QLD 4230 P: (07) 55027122 F: (07) 55026499 E: [email protected] under RTI - DTMR

RTI 135-01951 16 - DOC12 58677 email and attachment.pdf - Page Number: 8 of 8 TransLink Division Department of Transport and Main Roads Level 13, 420 George Street, Brisbane Q 4000 GPO Box 50, Brisbane Q 4001 Tel: (07) 3338 4000 Our Ref: COR13/48 Fax: (07) 3338 4600 Enquiries: TransLink Email: [email protected] Website: www.translink.com.au

Sch.4 Part 4 s.6

Dear

Christmas Day bus services

Thank you for your letter about Christmas Day services on bus route 761.

I was concerned to read of your experience when trying to catch bus route 761 on Christmas Day and, upon checking, found the service did not run for operational reasons. I apologise for the inconvenience and frustration you experienced as a result of the bus not running as sceduled.

While TransLink does everything possible to operate to the published timetables, there are occasional incidents that may affect services from running on time. As such, TransLink cannot guarantee that services will run and we are unable to assist you with your request for reimbursement for taxi fare.

However, as a customer service gesture, I have enclosed a TransLink Complimentary Travel Pass valid for zones 12 – 19. This Complimentary Pass entitles you to travel free for one day in the zones on the Gold Coast marked on the pass by the issuing TransLink officer. Please note that you must date the pass in pen prior to travelling.

Once again, I apologise for your inconvenience and thank you for your feedback. TransLink valuesR customereleas feedbacked u nin dits eendeavourr RTI to- contDTinuouslyMR improve public transport services within south-east Queensland.

Yours sincerely

Mark van den Boogaart Customer Interface Manager (TransLink Division)

Enc (1)

RTI 135-01951 17 - DOC13 447 Response - COR13 48.pdf - Page Number: 1 of 1 Sch.4 Part 4 s.6

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RTI 135-01951 18 - DOC13 3267 REJECTION - MC66470 school buses.pdf - Page Number: 1 of 1 Sch.4 Part 4 s.6

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RTI 135-01951 19 - DOC13 4428 signed response.pdf - Page Number: 1 of 1 Page 1 of 3

E-mail Message

From: Angelique Stokes [SMTP:[email protected]] To: Bus Contracts [EX:/O=TRANSLINK TRANSIT AUTHROITY/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=TLBusContracts] Cc: Sent: 15/03/2013 at 11:19 Received: 15/03/2013 at 11:19 Subject: RE: URGENT INPUT REQUEST: COR13/492 - route 4 continuously late - DUE 15 March (Friday)

Attachments: image002.jpg image003.gif .docSch.4 Part 4 s.6

Good Morning Branka

Attached is the input you require.

Have a good weekend.

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au ¡´R www.surfside.com.aueleased und er RTI - DTMR

From: Bus Contracts [mailto:[email protected]] Sent: Monday, 11 March 2013 9:58 AM

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To: Angelique Stokes Cc: Bus Contracts; Petersen, Rowan; Parkin, Helen; Perrett, Tammie; English, Barbara Subject: URGENT INPUT REQUEST: COR13/492 - route 4 continuously late - DUE 15 March (Friday)

Hi Angelique,

please find two attachments regarding a complaint about consistently late or no show services on route 4.

This is the second time the Sch.4customer Part 4 s.6 is raising the issue.

On the last occasion Surfside were unable to investigate due to lack of information.

On this occasion the customer provided the required details for the late or no show service.

Given the customer¡¦s claim that these services are very frequently late or don¡¦t show we would appreciate if you could investigate the on time running for route 4 for a period of time ¡V usually delivery partners provide us with a summary of performance for a month¡¦s period and that would be of great help when addressing this complaint.

On a different note the customer claims an excuse of ¡§a driver called in sick¡¨ has been given to him by Surfside to justify late services ¡V would you please advise if this is correct?

Our response is due by this Friday. Your input before the date would be appreciated. Released under RTI - DTMR Thank you!

Regards

Branka Parenta Customer Relations Officer TransLink Division | Department of Transport and Main Roads

______

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Contract Manager Translink Level 9, 420 George Street Brisbane QLD

Ministerial Complaint Reference COR13/492 Complainant Sch.4 Part 4 s.6 Issue Late/No Show of Route service Surfside Reference 1014695

The following is a detailed summary of the management of complaint COR13/492

Incident details:

Issues regarding Surfside route 4 on the 15.2.13/ 21.2.13 1. Late running or No show of Route 4 service.

Summary of actions to resolve complaint:

In regards to the late running/no show of the route 4 at Township drive on the 15.2.13 @ 08.55. This service was covered by another driver and unfortunately ran 15 minutes late when it arrived at Township Drive.

In regards to the late running/No Show of the route 4 at Township Drive on the 21.2.13 @ 08.55. This service ran 6 minutes late.

The data was downloaded for the time period of 1.2.13 till 28.2.13 and we have found that this service ran late four times in this month period. The running late time was between 3 - 15 minutes.

Surfside endeavor to adhere to the timetables issued by TransLink and understand how important this service is for the patron.

Angelique Stokes Customer Service Officer Surfside BuslinesR eleased under RTI - DTMR Lot 2 Old Coach Rd, Upper Coomera QLD 4209 PO Box 3036 Robina QLD 4230 P: (07) 55027122 F: (07) 55026499 E: [email protected]

RTI 135-01951 20 - DOC13 8891 email and attachment.pdf - Page Number: 4 of 4

Advice for Minister’s office

Subject: Surfside School Transport ______

Document ID: MC69293

 TransLink’s Service Planner (Gold Coast and Townsville), Nicholas Culpeper,

contacted Sch.4o Part 4 s.6 n 21 May 2013 to discuss her feedback regarding school services.  advised she had contacted Surfside Bus Lines on 20 May 2013 and was able to agree with them on a school transport solution for her  advised she understood her do not travel to the nearest state school, and as such she was appreciative of Surfside’s assistance in implementing a solution for them.  The solution was implemented on 21 May 2013 and is currently operational.

Released under RTI - DTMR

Action Officer: Endorsed by GM Endorsed by DDG Endorsed by DG Marco Motta Peter Milward Matthew Longland Neil Scales Customer Relations Officer A/General Manager Deputy Director-General A/Director-General (TransLink Division) Tel: (07) 3338 4440 Tel: (07) 3338 40326 Tel: 3338 4285 Tel: 3306 7316 Date: 22 May 2013 Date: 24 May 2013 Date: 24 May 2013 Date:

[MC69293] RTI 135-01951 21 - DOC13 14821 Response - MC69293 - 15 5 - COR13 1802.pdf - Page Number: 1 of 1 [Print this page]

Comment # 863350 Details

Comment Basics Status: ALLOCATED Comment Type: COMPLAINT Service Type: Bus Category: Service Issue: Passenger environment Date Registered: 04/03/2013 11:30 Registered By: TransLink CSO 26

Incident Details Incident Time: 25/02/2013 21:15 Incident Location: Service Destination: Service Departure Time: Service Direction: Inbound Route Number: Depot: Surfside

Description I would like to speak to some one about the dreadful service i rang 11 th feb it is now the 25th still have NO return call or info that i requested why do you NOT RETURN CALLS. When the question is to hardSch.4 I Part hope 4 s.6 Someone has the innichitive or the balls to ring me. Can you tell i am annoyed wirh this

Allocation Details Allocated By: TransLink CSO 13 Date: 03/05/2013 13:56

Response Details Response Type: Response Required Due By: 17/05/2013

Customer Details Name: Email: Mobile Phone: Release d und er RTI - DTMR Preferred Contact Time: Any

Notes / History 04/03/2013 11:37 by TransLink CSO 26 (TransLink) Comment allocated. Response due by 18/03/2013.

Dear

Thank you for your communication with TransLink.

I have attempted to call you on the below number provided, however, the gentleman who answered advised he did not know a and had been utilising that number since 2009. You can record the details of your experience and provide them

RTI 135-01951 22 - DOC13 14822 MC69293 - Comment Details Report - 683350.pdf - Page Number: 1 of 2 through to us by replying to this email or alternatively, you may advise of a phone number that we will be able to reach you on so that we may call you directly.

Should you require further information regarding this issue, or any other matter, please visit the TransLink website at http://www.translink.com.au/ . Alternatively, the TransLink Contact Centre is available 24 hours a day, seven days a week on 13 12 30.

Kind regards

Scott. TransLink Customer Support 04/03/2013 11:37 by TransLink CSO 26 (TransLink) Comment details entered. 04/03/2013 14:12 by TransLink CSO 20 (TransLink) Comment finalised. 08/03/2013 11:12 by TransLink CSO 26 (TransLink) [Follow-up Note] Mobile provided:

Sch.4 Part 4 s.6

Connected by MOTOBLUR™

Called back to discuss. she has called SS and not received call back she initially called on the 11/2/13 it is now 6/3/2011.

She is wanting to know if her bus which leaves Merrimac primary can meet up with her bus which leaves from Merrimac State hi They are ultimately wanting to go to Dungadan.

She has been told the 4212 is the high school service has been catching. She thought a primary service would cross paths with high school service and primary school grandson could join with high school grandson on the the 4212 service.

I could not locate route map of 4212 service. She thought routes intersected near Neilsoens RD and Murev way. 3140 goes on this route but has no stop there.

Spent over 30mins trying to resolve this but not enough info on site, SS this is really your area. I understand this is a busy period but can you please ensure PAX request to have a call back, lodged on the 11/2/2013, is attended to?? Thanks SS team. 08/03/2013 11:12 by TransLink CSO 26 (TransLink) Comment revived. 08/03/2013 11:14 by TransLink CSO 26 (TransLink) [Follow-up Note] Also, am not sure if the 3140 will pass this area early enough to meet with the 4212 - if it does indeed run past this area?? 08/03/2013 11:14 by TransLink CSO 26 (TransLink) Comment rejected for re-allocation. 08/03/2013 11:14 by TransLink CSO 26 (TransLink) Comment details changed. 08/03/2013 11:14 by TransLink CSO 26 (TransLink) Comment allocated. Response due by 22/03/2013. 03/05/2013 13:53 by TransLink CSO 13 (TransLink) [Follow-up Note] Customer has now escalated this matter to the Ministers office under ref number MCC69263. Can you please provide response asap. Thank you Released under RTI - DTMR 03/05/2013 13:55 by TransLink CSO 13 (TransLink) Comment rejected for re-allocation. 03/05/2013 13:56 by TransLink CSO 13 (TransLink) Comment details changed. 03/05/2013 13:56 by TransLink CSO 13 (TransLink) Comment allocated. Response due by 17/05/2013.

RTI 135-01951 22 - DOC13 14822 MC69293 - Comment Details Report - 683350.pdf - Page Number: 2 of 2 Page 1 of 3

E-mail Message

From: Culpeper, Nicholas [EX:/O=TRANSLINK TRANSIT AUTHROITY/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=NICHOLAS.CULPEPER] To: Strategy Planning [EX:/O=TRANSLINK TRANSIT AUTHROITY/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=Strategy.planning] Cc: Sent: 21/05/2013 at 16:54 Received: 21/05/2013 at 16:54 Subject: RE: Input - MC69293 - 15/5 - COR13/1802 - Sch.4 - Surfside Part 4 s.6 School Bus Planning to Merrimac State High and Primary School - CL683350

Attachments: image002.png image003.gif

HI Marco,

· I called the customer today at 16.20 to discuss the school service.

· Customer has been liaising directly with Surfside as recently as yesterday to resolve the matter.

· The customer has been talking to Don Wenman of Surfside to resolve the matter.

· Today is the first day that the students are trying the agreed transport solution.

· The customer was thankful for my phone call and understood that the students are not travelling to the closest nearest state school, she was also appreciative of Surfside’s assistance in trying to provide the students travel needs.

Regards

Nicholas Culpeper Service Planner (Gold Coast & Townsville) TransLink Division | Department of Transport and Main Roads

______

61 Mary Street Brisbane Qld 4000 | GPO Box 50 Brisbane Qld 4001 t 07 3338 4312 | f 3167Re 4001lea |s em d0429 u n534d e557r RTI - DTMR e [email protected] w www.translink.com.au w www.tmr.qld.gov.au

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From: Strategy Planning Sent: Tuesday, 21 May 2013 09:30 To: Culpeper, Nicholas Subject: RE: Input - MC69293 - 15/5 - COR13/1802 - - Surfside School Bus Planning to Merrimac State High and Primary School - CL683350

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If you are happy to do that you can just send us a couple of dot points for us to finalise.

Thanks

Regards

Marco Motta Customer Relations Officer TransLink Division | Department of Transport and Main Roads

______

TransLink Centre for Service Excellence Level 5, 88 Musk Avenue Kelvin Grove Qld 4059 | GPO Box 50 Brisbane Qld 4001 t 07 3338 4440 | f 33384440 e [email protected] w www.translink.com.au w www.tmr.qld.gov.au

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From: Culpeper, Nicholas Sent: Tuesday, 21 May 2013 09:24 To: Strategy Planning Cc: Tattersall, Alec Subject: Re: Input - MC69293 - 15/5 - COR13/1802 - - SurfsideSch.4 Part 4 s.6 School Bus Planning to Merrimac State High and Primary School - CL683350

Hi Marco,

Reading the incoming I think it might be best if I give the customer a call and close out with a feedback form. I don't know if there is enough info to be able to develop a valuable response.

Do you think this is best or is a written response better?

NC Released under RTI - DTMR

From: Strategy Planning Sent: Tuesday, May 21, 2013 07:36 AM To: Culpeper, Nicholas Cc: Tattersall, Alec; Strategy Planning Subject: Input - MC69293 - 15/5 - COR13/1802 - - Surfside School Bus Planning to Merrimac State High and Primary 350

Hi Nic

Here is the school corro attached.

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Regards

Marco Motta Customer Relations Officer TransLink Division | Department of Transport and Main Roads

______

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From: Strategy Planning Sent: Friday, 10 May 2013 11:12 To: Culpeper, Nicholas Cc: Tattersall, Alec; Strategy Planning Subject: Input - MC69293 - 15/5 - COR13/1802 - - SurfsideSch.4 Part 4 s.6 School Bus Planning to Merrimac State High and Primary School - CL683350

Hi Nick,

Can you have a look at this corro (also the commentline attached) and advise?

Thanks for your help.

Regards

Marco Motta Customer Relations Officer TransLink Division | Department of Transport and Main Roads

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Released under RTI - DTMR

RTI 135-01951 25 - DOC13 16648 Endorsed - MC69293.pdf - Page Number: 1 of 1 Page 1 of 3

E-mail Message

From: Angelique Stokes [SMTP:[email protected]] To: Bus Contracts [EX:/O=TRANSLINK TRANSIT AUTHROITY/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=TLBusContracts] Cc: Sent: 27/08/2012 at 14:10 Received: 27/08/2012 at 14:10 Subject: RE: INPUT REQUEST: COR12/2436 - route 4 and delays - DUE 2 September

Attachments: image001.png

Good Afternoon Branka

Drivers have reported issues of late running when travelling through the road works of the light rail and often a service running through this area is on the drivers run sheet right before he/she does a route 4 unfortunately this has a domino effect on the rest of the drivers run.

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au ? Rwww.surfside.com.aueleased und er RTI - DTMR

From: Bus Contracts [mailto:[email protected]]

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Sent: Wednesday, 22 August 2012 1:24 PM To: Angelique Stokes Cc: Bus Contracts; Petersen, Rowan; Ria, Karen; Perrett, Tammie Subject: INPUT REQUEST: COR12/2436 - route 4 and delays - DUE 2 September

Hi Angelique

Please find attached a complaint about delayed services on route 4.

TransLink’s response is due by 2 September and your input prior to that date would be greatly appreciated.

Thank you!

Regards,

Branka Parenta Correspondence Officer TransLink Division | Department of Transport and Main Roads

______

88 Musk Avenue | Kelvin Grove Qld 4059 GPO Box 50 | Brisbane Qld 4001 P: (07) 3338 4409 | F: (07) 3338 4600 E: [email protected] W: www.tmr.qld.gov.au W: www.translink.com.au

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TransLink Division Briefing Note

Our ref DOC12/56544 Date 23 November 2012

To Sally Stannard

Copy to Lisa Parker, Stuart Keeton, Stuart Johns, Nicholas Culpeper

Subject GCP12130 – GCRT Southport/Parklands Service Changes

Background

A Gateway document (DOC12/52256) was prepared for the SIP Board meeting to approve service changes resulting from GCRT construction in the Southport and Parklands precincts.

This Briefing Note is to expand on the Implementation details outlined on page 9 of the document.

Comment

 Page 9 extract: ‘Transit Australia Group has requested approval to implement the service change on 5 November 2012 prior to the delivery of the infrastructure. TransLink’s Contract’s team support this request. Transit Australia Group has demonstrated a willingness and ability to undertake the service change without the delivery of the infrastructure. When the infrastructure becomes available they will manage their internal operations to ensure use of the new infrastructure. TransLink will update timetables that are affected by the change however Goldlinq will be the lead agent for Communications. TransLink’s Communication’s team will continue to work with Goldlinq Communications team to ensure key messages are communicated to the community. The proposedR infrastructureelease worksd u aren tod bee undertakenr RTI -by DGoldlinqTM Rwith the works initially expected to be delivered in August/September 2012. Due to unforeseen circumstances the implementation date has continued to lapse with the works committed to be delivered to allow for a 3 December 2012 service implementation...’  The issue of late running was discussed at a GCRT meeting held on 10 October 2012.  Over 100 late running services per day were being experienced as a direct result of the GCRT construction works.  Drivers were noting patronage declining rapidly as a result of the unreliability of services.

C:\Users\sarah.carr\AppData\Local\TOWER Software\TRIM5\TEMP\CONTEXT.8448\DOC12 56544 BN - Surfside (SSB) - GCRT - Southport_Parklands Service Change Early Implementation - November 2012.DOC RTI 135-01951 12 - DOC12 56544 BN - Surfside (SSB) - GCRT - CONCERNS.pdf - Page Number: 1 of 2

 As at 10 October 2012, TransLink contracts and Transit Australia Group (TAG) were waiting for confirmation of the implementation date. (Originally due August/September). It was agreed that to prevent further reputational damage to the network, increase reliability and encourage passengers back on the buses, the service changes could be implemented as soon as possible.  It was therefore agreed that the service changes would be implemented on Monday 5th November 2012.  On 13 November 2012, a cost model for $1,053,163 (annualised) was submitted for the pre- infrastructure service changes.  On 20 November 2012, a peer review revealed that the incorrect workcover rate had been used in the cost model submitted with the GCP12130 documentation. The submitted figure of $1,132,075 has been adjusted to $1,128,117.  The GCRT Project team have provided TransLink with a one off payment of $889,306 to cover all bus related service costs that have resulted due to construction of the light rail system. To date these have included the below as listed with annualised service costs and implementation dates: Early enabling work – Highway Services 22 Nov 2010 $33,818.46 CV (Feb 2011) implemented (GCP10080) (annualised) Included in base contract costs Closure of Surfers Paradise Boulevard 14 May 2012 $58,677.98 Interim (GCP11210) (annualised) monthly pmts to 30/06/2013 Southport/Parklands changes (GCP12130) 5 Nov 2012 $1,053,163 $87,763 (5 Nov 2012 – 2 Dec 2012) (annualised) Southport/Parklands changes (GCP12130) 3 Dec 2012 $1,128,117 $658,068 (3 Dec 2012 – 30 Jun 2013) (annualised)

Recommendation

 It is recommended that you note the contents of this Brief, and  Approve the funding of the $87,763 for the early implementation of GCP12130.

Released under RTI - DTMR Tammie Perrett Principal Advisor, Contracts (TransLink Division)

Approved: ………………………………………...... Sally Stannard, Executive Director Service Planning

Executive Director comments (if necessary): ………………………………………………………………………………………………………

………………………………………………………………………………………………………

Page 2 of 2 RTI 135-01951 12 - DOC12 56544 BN - Surfside (SSB) - GCRT - CONCERNS.pdf - Page Number: 2 of 2 Page 1 of 6

E-mail Message

From: Angelique Stokes [SMTP:[email protected]] To: Bus Contracts [EX:/O=TRANSLINK TRANSIT AUTHROITY/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=TLBusContracts] Cc: Sent: 29/11/2012 at 11:06 Received: 29/11/2012 at 11:06 Subject: RE: URGENT INPUT REQUEST: COR12/3159 - late school services - DUE 1 December

Attachments: image002.png image003.png image004.gif

Good Morning Branka

I have investigated the school run 3002s (shift 2201) from Hillcrest College to Miami high school, I have looked at a time frame of two weeks.

Within this two week time frame this school service has run late due to high passenger loadings and also traffic congestion on route in peak times.

This service has an arrival time of 0839 at Miami HS in the weeks of data this school service has arrived a maximum of 10 minutes late to the school.

Unfortunately with the volume of traffic trying to get from Hillcrest College to the highway in the mornings makes it hard for the buses to run on time.

I have also gone back through to check the complaints from this patron and have found that the complaint made is also for the same reason and the same outcome also.

I have forwarded this onto the operations manager for a survey to be done asap.

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines Released under RTI - DTMR

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au ¡´ www.surfside.com.au

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From: Bus Contracts [mailto:[email protected]] Sent: Monday, 26 November 2012 2:52 PM To: Angelique Stokes Cc: Bus Contracts; Perrett, Tammie; Petersen, Rowan Subject: RE: URGENT INPUT REQUEST: COR12/3159 - late school services - DUE 1 December

Hi Angelique

Unfortunately we are unable to obtain further information.

Please note that the complainant has provided a dot point of the stopping pattern of the service commencing at Hillcrest College at 8.02 am and terminating at Miami SHS at 8.36 am according to the schedule.

I have used that information to find the route on Surfside¡¦s website. Please see below.

And here is the link to that particular information http://www.surfside.com.au/sit_school_services_DB.htm

If you are still unsure of the route please do let me know and I will discuss with the contract manager.

Thanks! Released under RTI - DTMR Tag RoutesTop of Form

Region:

Gold Coast

School:

Miami State High School

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Suburbs plus Route Number:

Bus number 30025 From Reddy Creek, Burleigh Park & Varsity Lakes

Can¡¦t find a service to your school? You may be serviced by our urban service. View the urban service journey planner

3002AM

Stops

* HILLCREST COLLEGE ¡X 08:02 * Mattocks & Cassia ¡X 08:07 * Coolibah & Brier Cres ¡X 08:10 * Willow St App Eucalyptus Ave ¡X 08:13 * Mattocks Rd Opp F/S Bushtree C ¡X 08:16 * Treeveiw Dr & Honeywood Ct ¡X 08:18 * Mattocks Rd & Montezuma St ¡X 08:19 * Christine Ave & Mattocks Rd ¡X 08:21 * CANINGERABA PRIMARY ¡X 08:26 * DUNLIN Dr F/S RAZORBILL St ¡X 08:28 * MIAMI STATE HIGH SCHOOL (opp. school) ¡X 08:36

Regards

Branka Parenta Customer Relations Officer TransLink Division | Department of Transport and Main Roads

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From: Angelique Stokes [mailto:[email protected]] Sent: Monday, 26 November 2012 13:55 To: Bus Contracts Subject: RE: URGENT INPUT REQUEST: COR12/3159 - late school services - DUE 1 December

Good Afternoon Branka

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Can you please ask the patron for the route or school number so this can be investigated as it is not listed in the letter.

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

www.tagroup.net.au ¡´ www.surfside.com.au

From: Bus Contracts [mailto:[email protected]] Sent: Monday, 26 November 2012 1:44 PM To: Angelique Stokes Cc: Bus Contracts; Perrett, Tammie; Petersen, Rowan Subject: URGENT INPUT REQUEST: COR12/3159 - late school services - DUE 1 December

Hi Angelique Released under RTI - DTMR

Please find attached a complaint about the school service that operates between Reedy Creek and Miami SHS.

The complainant states that the issues with late services have been ongoing since 2011.

Would you please investigate the matter and provide detailed input by 1 December.

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Thank you!

Regards

Branka Parenta Customer Relations Officer TransLink Division | Department of Transport and Main Roads

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Released under RTI - DTMR

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E-mail Message

From: Don Wenman [SMTP:[email protected]] To: Parenta, Branka [EX:/O=TRANSLINK TRANSIT AUTHROITY/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=Branka.parenta] Cc: Angelique Stokes [SMTP:[email protected]] Sent: 10/05/2013 at 14:59 Received: 10/05/2013 at 15:00 Subject: RE: INPUT REQUEST: COR13/1785 - arrival times to Helensvale - DUE 15 May

Attachments: image002.jpg image003.gif

Hi Branka

I have investigated our Patrons complaint regarding our services running late unfortunately this service did run late on this day due to light rail construction in the Southport area.

Light rail construction can impair on our services from time to time and Surfside and Translink are aware of this.

Although we endeavour to do everything possible to ensure patrons arrive at their destinations on time, circumstances beyond our control can affect the proficient running of the transport system.

Please pass on to our patron our apologies.

Surfside Buslines

28/04/2013

715

715 Released under RTI - DTMR

2229

Outbound

05:28

07:14

709945

453

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DCU07373 go card

06:30:30 06:42:34

SV CPen [Entry (Tag On)] [Exit (Tag Off)]

12-12

$1.32

On: Central Street [23126] Off: Helensvale Train Station Stop B [54284]

B449A56752906B7F217724867BA5FD9A

Kind Regards

Don Wenman

Training and Recruitment

Surfside Buslines

1-10 Mercantile Court Molendinar 4214 PO Box 3036 Robina Qld 4230

P: (07) 55716555 Ext. 216 F: (07) 55716556 E: [email protected]

SurfsideLogoCol.jpg www.tagroup.net.au œ www.surfside.com.au

This e-mail message and any attachments contain information that is confidential. If you Raree lnotea these dintended und erecipient,r RTI - youD TmustMR not peruse, use, pass on or copy this message or any attachments. If you have received this e-mail in error, please notify us by return e-mail and erase all copies of this message including any attachments.

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From: Angelique Stokes Sent: Thursday, 9 May 2013 4:01 PM To: Don Wenman Subject: FW: INPUT REQUEST: COR13/1785 - arrival times to Helensvale - DUE 15 May

Kind Regards

Angelique Stokes

Customer Service

Surfside Buslines

400 Old Coach Road,Coomera 4209 PO Box 3036 Robina QLD 4230 P: (07) 5502 7122 F: (07) 5502 6022 E: [email protected]

Description: Description: Description: Description: SurfsideLogoCol.jpg

www.tagroup.net.au œ www.surfside.com.au

From: Bus Contracts [mailto:[email protected]] Sent: Tuesday, 7 May R2013el e3:01as ePMd under RTI - DTMR To: Angelique Stokes Cc: Bus Contracts; Petersen, Rowan; Perrett, Tammie Subject: INPUT REQUEST: COR13/1785 - arrival times to Helensvale - DUE 15 May

Good afternoon Angelique

Please find attached a complaint from a customer who travels on Surfside services which service Helensvale rail station.

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Customer did not provide details of specific services.

Please provide a report of on-time arrivals to Helensvale rail station by all services that are supposed to service the station prior to train departures. Routes 709 and 715 should be included in the report as well as any other routes I am not aware of.

Our response is due by 15 May and your input prior to that date would be appreciated.

Thank you

Regards

Branka Parenta Customer Relations Officer TransLink Division | Department of Transport and Main Roads

______

TransLink Centre for Service Excellence Level 5, 88 Musk Avenue Kelvin Grove Qld 4059 | GPO Box 50 Brisbane Qld 4001 t 07 3338 4409 | f 33384409 e [email protected] w www.translink.com.au w www.tmr.qld.gov.au

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