Complaints
METRO V REGIONAL
WHAT ARE PEOPLE CONCERNED ABOUT?
*285 complaints are date unknown. ^225 compliments the date is unknown. Data is severely constrained by the quality and significant variability of self-reporting data and policies and practices of individual service providers. The actual level of response from service providers cannot be accurately ascertained which may affect the degree of confidence that may be had in the findings.
LOADING AWESOME
Community Transport
Complaints and Feedback
2012-2015
Complaints and Feedback
2012-2015
Who are our customers?
Community Transport Customers are...
"
Individuals or organisations who derive a direct benefit from using the community transport system and the services offered. These people include transport disadvantaged, frail age, over 65, require health related transport, Aboriginal or Torres Strait Islander or CALD
"
1 in 7 or 1 million
are 65 or older
are 65 or older
In News South Wales...
4.9 % have some form of disability
A
Si
19% are
CALD
CALD
25 % were born overseas
While the car remains the dominant mode choice for customers, and total public transport use is increasing, there still remains a small section of the population that uses community transport to travel from point to point. Of particular value to the community transport customer is the social benefits and independence gained.
22% of complaints about Safety and Security
1 IN 5 complaints about Timeliness
14% of complaints about Customer Service
1 IN 10 complaints about Information
1 IN 10 complaints about Comfort
9% of complaints about Ticketing
9% of complaints about Accessibility
3% of complaints were uncategorised/other
METRO
WHAT ARE PEOPLE HAPPY ABOUT?
REGIONAL
31% General appreciation
42% General appreciation
31% Customer service
36% Customer
service
service
5% Information
10% Social inclusion
1 1 44*
Compliments
Complaints
In 2012 1, 673,178 trips, 121 complaints, 7.2 complaints per 100,000 trips
In 2013 1,858,985 trips, 207 complaints, 11.1 complaints per 100,000 trips
In 2014 1,981,941 trips, 337 complaints, 17 complaints per 100,000 trips
In 2015 2,103,764 trips, 204 complaints, 9.6 complaints per 100,000 trips
In 2014 1,981,941 trips, 336 compliments, 16.9 compliments per 100,000 trips
In 2013 1,858,985 trips, 260 compliments, 14 compliments per 100,000 trips
In 2012 1,673,178 trips, 124 compliments, 7.4 compliments per 100,000 trips
In 2015 2,103,764 trips, 318 compliments, 15 compliments per 100,000 trips
Community transport plays a vital role in the everyday life of many people across New South Wales. Community transport is a point-to-point experience, with a typical journey containing many touch points and service attributes, some valued more highly than others.
Over 2,000 individual issues received from 2012 to 2015 have been analysed, sent in by clients, relatives, service providers, staff and members of the public.
477
667
1263^
479
METRO
784
REGIONAL
COMPLIMENTS
V
METRO & REGIONAL
36% General appreciation
33% Customer service
9% Social inclusion