Metro gripes on rise

OFFENSIVE language, damage to cars and drivers ignoring waiting children drew the ire of Metro passengers last year.

The state-owned transport company received 1848 complaints and 251 compliments from passengers in 2012-13, up from 1812 the previous year.

However, compliments to Metro also rose, up by almost 100 in 2012-13.

Of the complaints, 45 per cent related to service reliability, 26 per cent to customer service and 17 per cent to driving.

Among Launceston complaints, obtained in a freedom of information request, were issues with a driver leaving students to walk home from school. One woman badly injured her ankle when the bus left her stop before she had found a seat.

Two accounts saw drivers fail to lower the bus when collecting passengers, in one instance causing a child in a pram to fall in a gutter. The other details the plight of an elderly woman with a broken kneecap.

``The female driver that she has not seen before did not lower the bus for her . . . When she got on the bus the driver took off before the lady could sit down. She asked the driver to wait but he ignored her,'' the complaint said.

One complainant threatened to contact child welfare and A Current Affair if her complaint was ignored after a bus driver loudly swore at children.

``My kids go to a Catholic school and to me this is filth,'' the person wrote.

Metro chief executive Heather Haselgrove said last year's customer survey found 80 per cent of respondents were either ``satisfied'' or ``very satisfied'' with the service provided by Metro bus drivers.

Ms Haselgrove emphasised the relatively small number of complaints compared with its 10,071,529 boardings by passengers across the state.

She said complaints were recorded and investigated. ``The information provided by customers is used when considering changes and improvements to our services,'' she said.


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