Canberrans Demanding Action on ACTION

I received the following email regarding the MyWay Trial ending:

Dear Trial Participants,

Thankyou for participating in the MyWay Trial. The official trial period has now completed and analysis of the results is currently underway.

The MyWay Administration Office is also currently processing the $50 credit to MyWay accounts to eligible MyWay Trial participants. All of the credits should be completed by 14 January 2011 and if you have not received your payment by then, please contact the MyWay Administration Office via email at myway@act.gov.au or by telephone on (02) 62077711. It is important to note that the payment will not appear on your online transaction history until your MyWay card is presented to a card reader on a bus, and the credit loaded on to your card.

You may still continue to use your MyWay card for your bus travel until MyWay is rolled out to all other users, but I would ask that you continue to provide information on issues or errors when using the system either via the email or telephone details listed above.

Regards

Matthew Barham

Manager

MyWay Administration Office

Due to the Christmas holiday period, some drivers have swapped shifts.  As such, the MyWay system will show incorrect bus numbers when you check your balance.

For example, the system say I caught the 12 and 787 this morning when I actually caught the 28 and 2.

I have been informed by the MyWay centre that this is a known issue and will be fixed in the next couple of days.

So, on Tuesday, sometime between lunch and home time, I managed to lose the MyWay card.  I spent an hour looking for it, to no avail.  I rang the MyWay customer service centre and had the card hotlisted.   Fairly easy to do.

There was a bit of a shock going home and going back into work the next day, as I had to pay $4 both times, as opposed to the $2.52 the MyWay card charges.

Wednesday morning, just before I had to be at work, I dropped into the MyWay centre in Civic to get a replacement card.  The people were friendly, and it was the first time they had to replace a card, so it took a little longer than it should have as they went through the procedure with the help of documentation.

One pleasant surprise for me was that the system in the MyWay centre showed that there was no activity on my old card, and my balance was at $30, the initial amount when I first got the card.   This was despite the fact that I had been checking my balances online to ensure the correct amounts were being deducted when I used my card, as well as having just topped my card up the day before with $20 for a total of $22.28.

So now my new card has a $30 balance, $7.72 more than there should be.

It appears as though the system at the MyWay centre is not updating with the information from the machines on the buses and the usage reported on the website.

This is something that Action needs to fix as I can see people reporting their cards as “lost” or “stolen”, and then getting them replaced with the original balance, costing MyWay a lot of money down the road.

Obviously I am not condoning such action, but it is a possibility, and MyWay needs to fix the system before it goes live for the general public.

The login system for checking MyWay card balances has been fixed, and now uses the password that is specified when you register the card online.