14 August 2023
Cody Cooper
By email: [FYI request #23535 email]
Dear Cody
Thank you for your recent correspondence around placing feedback with our Metro
Team. You had a number of questions. We have listed them below along with our
response.
1. When was the complaints form removed from the Metro Info website?
The form was removed from the Metro website some time ago (3+ years ago)
a) Who made this decision?
Environment Canterbury’s public transport leadership team at the time
b) What was the rationale given for this change?
The software used at the time required further development and testing to be fit
for purpose for the future, and this was not prioritised given that there are
numerous alternatives for providing customer feedback. In addition, the software
to support the end-to-end feedback process (that the form was part of) is planned
to be replaced, reducing the value of further investment in it. The intention is to
reintroduce the online form when the new feedback system is live, which is
planned for when our new ticketing system is launched in 2024.
2. Why do Metro staff in the call centre object to taking feedback or
complaints? More than once, across several years, I have been told that
they are for providing schedules only.
Our contact centre receives complaints regularly as part of their service. We
welcome all customer feedback, both positive and negative, and we record all
feedback for further action where sufficient detail is provided for us to review and
action. We apologise if this hasn’t been your experience.
If there are specific cases where our staff have not facilitated your feedback
adequately, please advise our Metro team (accompanied by some specific matter
details) and we will follow up.
3. How are passengers able to know how to provide feedback on the
service now?
There are numerous ways, all outlined at
Contact | Metro Christchurch
(metroinfo.co.nz). Channels include telephone, in person at the interchange,
social media, email and post.
File Number: GOVE/INQU/OMBU/2555C – further Metro questions
Yours sincerely,
Giles Southwell
Director Corporate Services and Public Transport
File Number: GOVE/INQU/OMBU/2555C – further Metro questions
