Myki problems decrease


Problems with Victoria’s myki ticketing system are on a downward spiral, according to latest statistics

Myki problems decrease
Myki problems decrease

By Amie Hickland | September 16, 2013

Teething problems with Victoria’s myki ticketing system have accounted for a large number of complaints received by the Public Transport Ombudsman (PTO) this year, but Public Transport Victoria say they are making key improvements to the system.

Statistics released by the PTO late last month show they received 2,381enquiries and complaints for the six months to June 2013.

This was a 19.2 per cent more than the previous six months, and 903 of these can be attributed to myki to Public Transport Victoria.

Of these, there were 234 myki-related PTO investigations from January to June 2013 - down from 296 in the same period in 2012.

"The finalisation of the metropolitan roll out of the myki ticketing system on 29 December 2012 contributed in part to the increase in cases received, however, we also saw increases in enquiries and complaints about PTV, Metro, V/Line and bus operators," the PTO newsletter reads.

"Myki and public transport ticketing continued to be the main cause of enquiries and complaints, making up 38 per cent of case receipt in January to June 2013."

Public Transport Victoria Communications Advisor Helen Witton says they are delighted the number of PTO investigations into customer complaints about myki is on a downward spiral - especially with such a large increase in myki users.

"Although the number of complaints to the PTO was up, many of these were resolved directly by the operators and did not result in investigations by the Public Transport Ombudsman's office," she says.

"PTV and industry members will continue to work with the PTO to increase awareness of how the myki system operates to further reduce complaints."

Witton says they are working hard to improve customer services and have recently made key improvements.

"Where an auto top up fails a myki card is no longer blocked from use and the value is simply reversed off the card meaning passengers can continue to travel as long as they have a positive balance," she says.

"Customers can get an on the spot replacement myki from any staffed station with any value transferred to the new myki as part of the replacement process.

"This is a significant improvement for customers who will no longer have to fill out forms, wait for cards to be mailed and balance transfers to be processed."

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