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Another ACTION whinge, but I think it’s justified.

By lostinbias - 20 January 2014 23

I have been catching a bus to work as of late. Some days I start work around 12pm, and I don’t work in the city or a town centre.

Today I was walking down to the stop to catch the 11:13am bus. I always attempt to get to the stop 6 to 7 minutes early because I realise they can’t practically run buses on an exact schedule. At 11:03am I could see the road clearly but wasn’t quite there yet. It was then I saw my bus fly past, ten minutes early.

I’m now going to be late for work as I currently have no other method of getting there. I called ACTION and the person I spoke to said she’d “pass it on” after I gave her the route number, times, stop number, and travel direction. She didn’t take any contact details from me. Is this ACTION’s way of taking complaints without resolving them, or will I hear back?

What’s Your opinion?


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23 Responses to
Another ACTION whinge, but I think it’s justified.
1
buzz819 12:20 pm
20 Jan 14
#

Yeah, that is bad… But, how do you expect them to get back to you if they did not take your details?

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2
DrKoresh 12:56 pm
20 Jan 14
#

buzz819 said :

Yeah, that is bad… But, how do you expect them to get back to you if they did not take your details?

Happens to me all the fecking time. It was really bad last week because of the heat, but if you don’t rock up expecting to wait for at least 10 minutes for the bus then there’s a good chance you’ll miss it.

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3
Canberroid 1:03 pm
20 Jan 14
#

Don’t worry, I’m sure nxtbus will be rolled out within the next decade or two to help avoid early bus problems.

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4
wildturkeycanoe 1:09 pm
20 Jan 14
#

I thought the new bus tracking app was supposed to fix this kind of thing. Oh yeah, it still doesn’t work.
Action has a Facebook page now, which looks so far to be very popular with people complaining about lack of air conditioning. Maybe that might be a way to make your complaint heard and get some kind of response.
I made a complaint a few weeks ago via the internet. They promptly called back the next day to my surprise and asked a few more details. Then they asked if I would like to be contacted once action was taken. Well, of course I do! I don’t want them to just put it into a tray that will be emptied into a bin by the end of the week. They said it would be escalated to some manager and they would let me know the outcome. This was in relation to something that was quite serious [a breach of road rules that almost caused an accident] and they seemed to think I would just let it slide. I am still waiting for a response and I bet I won’t get one until I start chasing them up.
It seems that Action and TAMS whole complaints system is designed to not do anything about your complaints except frustrate you enough to give up contacting them. The only time they have responded to my complaints in the past and done something, it was a half a$$ed job which used left over road materials [chip seal] to “smooth out” some huge holes and steps in a concrete footpath. They made it a little safer with its ups and downs looking more like traffic calming measures, but it won’t last long before it is back to the way it was. Nobody does a follow up to make sure you are satisfied with the work, even though they have tracking numbers and contact details. Not a very good service, especially considering we are all paying for it.

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5
Jivrashia 1:18 pm
20 Jan 14
#

I thought the rule was that they wait at the stop should they be running ahead of schedule?

Might be someone new on the job.

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6
watto23 2:52 pm
20 Jan 14
#

Jivrashia said :

I thought the rule was that they wait at the stop should they be running ahead of schedule?

Might be someone new on the job.

I thought they did that at major timing points, still doesn’t help. I think more than 3 minutes early counts in the stats as a bus not on time.

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7
JC 5:58 pm
20 Jan 14
#

Jivrashia said :

I thought the rule was that they wait at the stop should they be running ahead of schedule?

Might be someone new on the job.

They are meant to wait at the stops listed in the timetable as timing points. Any stops in between are estimates only.

I actually complained the other day about a bus being early, in this case it was 7 minutes and I managed to catch it, but in the past I too have seen it go by on my way to the stop. The really good thing with Myway is it records when you board the bus and where, in my case it was a timing point so was easy to prove the bus left 7 minutes early. Of course on this day it was good for me because I got to work early, but too bad for any passenger that may have missed it due to it being so early.

PS I understand that for the 700 series express buses once they get past a certain point they don’t have to wait if early.

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8
Becmaster78 8:30 pm
20 Jan 14
#

I had a bus driver snatch my card out of my hand and yell at me in front of my son. He was really rude and other passengers commented on his aggression when I sat down. I went to their website and I lodged a complaint by following the link. I received a reply two days later stating that the driver was spoken to and it was recorded in his file. They also apologized. It at least validated I was treated poorly by their service and that was a consolation. I feel for you as my regular 8:00am bus driver has driven past me flagging him down despite the fact I’ve caught his bus for 2 years to work at last three times a week. His excuse when I asked him the next day was that “He thought I caught the express bus after him”?What?? They are public servants (as am I) and part of our job is to treat the public with respect (yeah ok I know in theory, I’m a perfect world hang out). Bother to make the complaint. You will get a reasonable response if my experience is anything to go by.

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9
Deckard 9:51 pm
20 Jan 14
#

Becmaster78 said :

I had a bus driver snatch my card out of my hand and yell at me in front of my son. He was really rude and other passengers commented on his aggression when I sat down. I went to their website and I lodged a complaint by following the link. I received a reply two days later stating that the driver was spoken to and it was recorded in his file. They also apologized. It at least validated I was treated poorly by their service and that was a consolation. I feel for you as my regular 8:00am bus driver has driven past me flagging him down despite the fact I’ve caught his bus for 2 years to work at last three times a week. His excuse when I asked him the next day was that “He thought I caught the express bus after him”?What?? They are public servants (as am I) and part of our job is to treat the public with respect (yeah ok I know in theory, I’m a perfect world hang out). Bother to make the complaint. You will get a reasonable response if my experience is anything to go by.

To be fair, I’ve seen plenty of drivers stop and wait for people they see running for the bus.

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10
Becmaster78 10:03 pm
20 Jan 14
#

Deckard I only gave my experience with one bus driver. I agree most drivers are good but for my regular driver to say that after ignoring me is weak. I’m sure you’d at agree on that??

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11
Mordd 3:01 am
21 Jan 14
#

Just be grateful you’re not stuck with Deanes buses, 5 years of living in Queanbeyan catching those and dealing with their a**hole drivers (except for 1 lady who was very nice) makes me very grateful for the service ACTION runs here. Of course I still miss sydney buses and melbourne trams, but I don’t miss the congestion those services always had either.

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12
Madam Cholet 7:43 am
21 Jan 14
#

I use the bus a few times a week when not doing the school run. If there is ever an issue I feel that Action need to know about I usually flick off a tweet at the time to their specifically created feedback account. If you look at the twitter feed there’s a fair few issues raised, from drivers speeding to continually late buses.

Often times Action’s feedback is to point you towards the online feedback form. I never bother as it’s not top of my list to remember to do to get zero or little response or remedy. So I would hazard a guess that many grievances with the local bus service go unreported and unresolved. Action’s level of complaints is probably actually a bit higher than they report.

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13
RB78 8:31 am
21 Jan 14
#

wildturkeycanoe said :

I thought the new bus tracking app was supposed to fix this kind of thing. Oh yeah, it still doesn’t work..

NXTBUS installation only commenced in December and isn’t due for completion until April.

As for the “new bus tracking app”, the Government isn’t making an app (why spend money on something when you can make the data public and developers will build apps for you). Presumably we won’t see the NXTBUS website until all buses have been fitted (as above, due in April).

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14
Nylex_Clock 8:34 am
21 Jan 14
#

Becmaster78 said :

Deckard I only gave my experience with one bus driver. I agree most drivers are good but for my regular driver to say that after ignoring me is weak. I’m sure you’d at agree on that??

I recall back in the early ’80s there was a super-stinky-fish-lady who used to try to catch the buses on the inner Southside. As soon as she got on the bus, an overpowering stench would fill the bus up. And I mean, this stench was gut-wrenchingly rank.The drivers used to keep a can of deodoriser next to their seat and as soon as she got off they would apologise to the rest of the passengers while spraying copious amounts of deodoriser up and down the bus.
Many was the time I was on a bus that (thankfully) sailed straight past her as she tried to flag it down.

The purpose of this story is this: is there some motive you might be giving drivers to not want to stop for you?
They have a pretty tough job, dealing with druggies, loons and other welfare cases all day, drunks, morons, and people who are rude to them, and of course all the idiot drivers, like the guy in the other thread who likes to hog the fast line whilst driving at 72km/h.

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15
sbugden 9:49 am
21 Jan 14
#

I regularly catch the no.5 bus into civic and get frustrated that the bus can be upto 10 minutes early at my stop on Kootara st and then sit at manuka for 5 minutes as its a main timing point what about my timing point.

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