High and low

The Tasmanian Audit Office’s report on Metro Tasmania has highlighted positives and negatives

The Tasmanian Audit Office’s report on service standards of Metro Tasmania has highlighted areas where services can be improved.

Chief Executive Officer Heather Haselgrove says in the main the report is positive but it does highlight a number of areas where Metro can improve.

The report highlights the high level of passenger satisfaction with the safety and comfort of services, cleanliness of buses, the standard of services for people with a disability, the provision of bus schedule information and Metro’s response to complaints.

But the company acknowledges criticism of its record on meeting bus schedule early departure and late arrival benchmarks.

She says Metro agrees there is a need to increase the number of key bus stops that instructed bus drivers not to leave before a set time and would progressively introduce more ‘Not Before’ bus stops across the state.

"However Metro does not agree with the recommendation to clearly require no early departures from any bus stops which would be impractical," she says.

"Without extensive bus priority across the network it is unrealistic to expect a bus to run to schedule at every bus stop.

"Nor do we agree with the recommendation to provide timetable information at every stop as this is cost-prohibitive and resource intensive."

Metro’s contract with the Government only requires 50 per cent of stops to have timetable information.

Haselgrove says there are issues with the accuracy of ticketing system information in relation to departure times and arrival times at bus stops and is currently working with the system suppliers to resolve them.

"Metro is currently working on improving the information about services with low floor accessible buses for people with a disability and is progressively increasing the number of wheelchair accessible buses as finances allow. "

Haselgrove says management and employees are continually striving to improve and refresh the quality of its services to all our customers and stakeholders.

"This imperative is embedded in our corporate plan and is a central component of the company’s cultural enhancement program currently being rolled across the organisation to make Metro a Tasmanian bus company of which we can all be proud."

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