Transport Canberra bus and light rail service improvements planned after review
Transport Canberra is creating its first Customer Service Strategy after a report found gaps in design, communications, and technology use.
Transport Canberra is creating its first Customer Service Strategy after a public transport review found widespread problems. The report found website navigation confusing on phones.
Service alerts are hard to find. Information across platforms is inconsistent.
Information centres are poorly staffed. The MyWay+ mobile app fell below passenger expectations.
Real-time timetable screens were turned off after 2024. They should be put back at interchanges and expanded to busy stops.
Transport Canberra will improve website design. It will ensure consistent messages between its website and social media.
It will use email to tell passengers about disruptions instead of Facebook. Information centres in city and town centres should be properly staffed.
Staff should have current knowledge. They should sell tickets and timetables.
- Customer Service Strategy
- First initiative
- After 2024
- Screens turned off
- MyWay+ app below expectations
- Key problem
- Inconsistent messages across platforms
- Communication gap
Why it mattersPassengers have reported feeling lost and underinformed on Canberra's buses and light rail. Clear information and easy-to-find alerts directly help people travel.
AustraliaFor Canberra residents, better signage and working timetable displays mean less confusion and more confidence using public transport around the territory.
✓ Claims checked against the source and corrected before publish. checked 1 h ago
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