This is an HTML version of an attachment to the Official Information request 'Complaints and planned improvements to the "new" bus service between Mairangi and the CBD'.

By email 
Shed 39, 2 Fryatt Quay 
Pipitea, Wellington 6011 
PO Box 11646 
7 March 2019 
Manners Street 
Wellington 6142 
T  04 384 5708 
File Ref:  OIAP-7-9435 
F  04 385 6960 
Michael Fincham 
[FYI request #9537 email]   
Dear Mr Fincham 
Request for information 2019-037 
I refer to your request for information dated 7 February 2019, which was received by Greater 
Wellington Regional Council (GWRC) on 7 February 2019. You have requested the following 
“I would like information (a reasonable aggregate form is fine, I don't need the specific text of 
complaints made, for instance) about complaints and feedback received by Metlink and the Regional 
Council regarding changes to access between Mairangi and the Wellington City since the 
introduction of the "new" bus system in July of 2018. 

I am particularly interested in complaints and feedback regarding changes to the number 13, 
number 22 and number 23 bus services, but other complaints and feedback not related to specific 
bus routes that concern access between Mairangi and the CBD would also be of interest. 
I would also like copies of any discussions or plans, preliminary or otherwise, which have been 
undertaken as a result of these complaints. In particular I would like copies of communication or 
other information that demonstrates that this feedback has been understood and acknowledged, and 
copies of plans that have been made or considered, processes that have been put in to place or other 
responses to this feedback.” 

GWRC’s response follows: 
Complaints and feedback regarding Mairangi bus services 
In the time period between 15 July 2018 (commencement of the new central Wellington bus 
network) and 7 February 2019 (the date GWRC received your request), the Metlink contact centre 
has received 612 items of customer feedback regarding Mairangi bus services.  
For the purposes of this analysis, we have considered the following feedback to be in scope:  

  Customer feedback about the bus routes currently active in the Mairangi area - route 13 from 
Brandon Street (peak-only) and the route 22 from Wellington Station (7 days a week). 
  Customer feedback where no route has been specified, but where the customer has referred 
to bus services in the Mairangi area specifically.  
Key themes from this customer feedback include: 
  Evening connections between the route 21 and the route 22 at Victoria University not 
working as required. 
  Problems when transferring to a medium or low-frequency service – for example, if an 
earlier trip is delayed, or if a contracted connection fails to work as planned, passengers may 
be left with a long wait of 30-60 minutes for the next bus.  
Discussions, plans created as a result of complaints 
A report detailing issues with bus-bus connections in the central Wellington area, along with 
recommended courses of action to improve connections in affected areas, was commissioned in 
November 2018. An excerpt from this report relating to connection issues between the routes 21 and 
22 in particular has been included as Attachment 1. 
A programme of work addressing ongoing operational service delivery issues is due to commence in 
the first quarter of 2019. An excerpt from this work programme relating to improving connections 
between the routes 21 and 22 in particular has been included as Attachment 2. 
Further to this GWRC is undertaking a post-implementation review of the changes introduced in 
July 2018, including the new bus network changes in Wellington City.  While further changes may 
occur in the future as a result of this review, it is too early to know whether this may affect services 
to Mairangi. Any substantial changes to services would also be subject to community consultation 
and analysis from a network perspective.    
If you have any concerns with the decision(s) referred to in this letter, you have the right to request 
an investigation and review by the Ombudsman under section 27(3) of the Local Government 
Official Information and Meetings Act 1987. 
Yours sincerely 
Greg Pollock 
General Manager, Public Transport