I acknowledge and thank the Public Transport Association of Canberra (PTCBR) for the time, effort and thought that has gone into preparing its recently released Customer Service and Public Transport in Canberra report.
PTCBR continues to play an important role as the peak advocate for public transport users in the ACT and in its ongoing commitment to supporting better public transport outcomes for the Canberra community. The report provides valuable insights and feedback from passengers and the broader community, helping to inform ongoing discussions about how we continue to improve our public transport network.
The ACT Government is committed to delivering a reliable, accessible and easy to use public transport system that meets the needs of the community now and into the future. We welcome feedback from stakeholders, passengers and advocacy groups, and appreciate the constructive intent of the report, the ideas it raises and the suggestions and recommendations provided.
Many of the issues raised in the report align with or can be incorporated into areas for improvement that Transport Canberra is already progressing, including a review of the website navigation to provide a better user experience, improving the consistency of customer facing information, and identifying opportunities to enhance how service updates and disruptions are communicated to passengers.
The timely release of this PTCBR report will ensure that community feedback is at the core of what shapes Transport Canberra’s inaugural customer service strategy, which is currently in development. Transport Canberra will incorporate much of PTCBR’s report into this strategy and will continue to work closely with PTCBR as it designs and develops this work.
“The Public Transport Association of Canberra is grateful to Minister Cheyne and to officials from Transport Canberra and the City and Environment Directorate for their positive and forward-leaning engagement with our customer service report. I know that we all want the same thing: an excellent public transport network that Canberrans can confidently rely on and feel proud of. In this report, we aim to give the ACT Government a clear picture of what matters to public transport passengers and how the current system can be improved to better serve passengers. We are glad that our feedback has been taken on board and translated into a clear plan to address the points we’ve raised. We looking forward to continuing to work with the Minister and Transport Canberra on actioning our feedback.” Amy Jelacic, Chair of PTCBR.
PTCBR has also separately provided Transport Canberra a summary of minor and immediate issues for improvement. A number of these items align with work already underway to review and validate customer facing information across the network, including maps, signage, stop and station information, to support a consistent and reliable passenger experience.
Once again, I thank PTCBR for its contribution and its ongoing commitment to supporting better public transport outcomes for the Canberra community. I look forward to continuing to work with PTCBR, other stakeholders and our community, as we shape the future of public transport in Canberra and ensure it meets the needs of our growing city.
