Section C: Reporting of public complaints as requested by the Ombudsman

Summary of complaints by subject

Public complaints received by DIT on Public Transport services
Category of complaints by subject	Number of instances
Service changes and service quality	6267
Punctuality	3088
Fares and ticketing	437
Passenger comfort	1130
Taxi and small passenger vehicle services	269
Other	323

Public complaints received by DIT for other areas
Category of complaints by subject	Number of instances
Service quality/delivery	411
Behaviour of staff	78
Service access/processes/procedures	65
Other complaints	122

Data for previous years is available at: https://data.sa.gov.au/data/dataset/public-complaints-received-by-the-department-of-planning-transport-and-infrastructure.

Complaint outcomes

Nature of complaint or suggestion	Services improved or changes as a result of complaints or consumer suggestions
Suggestion received from Member of Parliament on the ‘possibility of blind commuters being issued with coded metro cards with (unlimited) credit, rather than having to flash their ‘I’m blind’ identity card, as is in place interstate. Many blind commuters feel they experience ignorance and poor attitudes from some transport workers when they use the card, and it can also make them feel vulnerable as it identifies them immediately as blind. A MetroCard such as this has the added bonus of tracking the commuting behaviour of blind commuters – tracking trips/routes etc. – which can only enhance transport planning’.	The department consulted with various organisations which represent people with a vision impairment on the introduction of a new MetroCard Special Pass. This pass would be used instead of the current Travel Pass for a Person with a Vision Impairment (VIP Travel Pass) on Adelaide Metro bus, train and tram services. The new MetroCard Special Pass still entitles free travel. Travelling with the MetroCard Special Pass provides greater independence by allowing the card holder to open stations gates without needing assistance. A benefit to the department of the pass is to capture patronage numbers. This initiative resulted in a review of the existing mobility customers (approx. 35) who were paying $71.60 a month for unlimited travel, and now have the same entitlement as VIP customer and receive free travel on MetroCard special pass.
Service Changes - lack of timetables at InfoCentres/Infobars and the possibility of only electronic timetables being available in the future.	A register was introduced for the mailing of timetables to customers when Service Changes occur. This was of a particular concern to the elderly who do not have access to electronic devices, with the timetable register now reassuring customers that a paper timetable will be made available to them without the need to either come to an InfoCentre or phone the Infoline.
Feedback from passengers on reduced services effective 22 April 2018 on the Seaford train timetable.	The services were changes base on public feedback, and the timetable updated, with details and additional information was made available on the department’s webpage.
Double validations occurring on a number of 2-Section tickets, with complaints received from rail customers being charged twice and reimbursement taking up to one month.	The department now processes refund trips on a weekly basis, and Adelaide Metro is able to reimburse customers immediately when they present their MetroCard at an InfoCentre. System limitations do not currently allow for the issue of double validations to be rectified immediately by the system.