2011/2012 Annual Report - Metro Tasmania

Customer Service
Metro provides information
and support to its customers
through face-to-face,
telephone, electronic and
on route channels. Metro
invites enquiries, feedback,
compliments and complaints
from passengers and members
of the public.
All complaints are investigated
and a response provided
to the person lodging the
complaint within 10 working
days. The information provided
by customers is used when
considering changes and
improvements to our services.
In December 2011, Metro
relocated its customer service
team to a new Metro Shop in the
Hobart Interchange in Elizabeth
Street Hobart. Metro has
centralised much of its customer
support activity statewide to
the new Metro Shop location
resulting in a standardised
approach to acceptance,
recording, investigation and
action in response to customer
feedback.
In 2011–12 the company
received 163 compliments
and 1,812 complaints.
While all compliments
recognised a high standard of
15 METRO Annual Report 2011 | 2012
service delivery by individual
Metro employees, examples
of those which have been
awarded Compliment of the
Month by a member of the
public are as follows:
• Kathy Pischek, for the level
and quality of information
that was provided to assist
travellers in planning a trip
to Hobart.
• Michael Buckley, for the
way in which he provided
information about Metro
Greencards.
• Julian Roberts, for the way
in which he assisted an
international student new to
the state.
• Leonard Macdonald was
complimented by a member
of the public who witnessed
a grandmother and three
year old child boarding
a service which Leonard
was driving. The child had
signalled at the bus stop and
Leonard complimented the
child on his signal.
• Graeme Jones,for the way
in which he handled an
upset parent. He was able
to control the situation and
his explanation provided a
resolution for the parent.
• Donna Beans was
complimented by a carer, on
her cheerful disposition and
Figure 10 – Breakdown
of Complaints
2%
18%
16%
Service Reliability
Driving
31%
Customer Service
33%
Metro Infrastructure
Other
care shown in ensuring her
passengers were comfortable
prior to moving out from their
boarding stop.
• Judy Shusames, for the way in
which she controlled a volatile
situation.
• Karen Hadley, for the way
in which she assisted some
school students who had
disembarked at the wrong
bus stop.
• Damien Penney, for the way in
which he remained calm and
courteous in response to an
aggressive passenger.
• Terina Knight, for the way
in which she explained and
kept passengers informed
of a situation where Hobart
was experiencing a rain storm
causing services to be delayed.