Social Media Notifications by Metro Tasmania
A complaint was received from a Metro Tasmania user concerning the management of a complaint that had been made directly to the Metro Tasmania Customer Service department. As a result of the inquiries that were undertaken by this office it became clear that the complaint had been managed satisfactorily by Metro Tasmania. The complaint was essentially related to traffic conditions and was therefore outside Metro Tasmania’s control.
Throughout the course of the inquiries that were undertaken, it also became evident that Metro Tasmania operates accounts on a number of social media platforms that provide information about Metro Tasmania services. Unfortunately, it also became clear that this information is only provided and updated on weekdays between 8:00 am and 5:00 pm.
The Ombudsman raised the operational hours of the social media services with Metro Tasmania due to a concern that it failed to provide information to users during peak afternoon and evening travel times.
Metro Tasmania responded to the Ombudsman’s concerns and acknowledged that passengers had also expressed a desire to have real-time passenger information made available. Metro Tasmania also acknowledged that this is currently beyond the technical capabilities of its on-board information systems, however it is working with a view to securing further investment in these systems in the near further. In the interim, in the hope of bridging the gap it will be trialling an extension of the monitored hours of the social media feeds across the 2018 winter period between the hours of 7:00 am and 6:00 pm.