2019-10-08 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 OCTOBER 2019




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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                          8 OCTOBER 2019

                       Generally, the purpose of the high level of regulations is to ensure certain standards are met in the
                       delivery of public passenger services in relation to performance and safety of passengers by holding
                       operators and drivers accountable for complying with set standards and other responsibilities set out
                       in the Passenger Transport Legislation.

                4.  _ Howis public transport performance monitored?
                41     Service provider performance
                       The primary avenue for public transport performance monitoring is the service contracts between
                       service providers and DTMR. The Passenger Transport Legislation requires that a service contract
                       must state minimum service levels to be complied with by the holder. The Legislative Framework
                       also provides other matters that may be included, such as, establishing performance outcomes,
                       establishing principles for fare setting or collection, and providing for payment by the service provider
                       of an amount for breach of a key performance indicator.
                       Specific KPls and performance levels are not set out in the Legislative Framework (as they would
                       change on a case-by-case basis). This level of detail would most likely be contained with the specific
                       service contract only and subject to confidentiality between DTMR and the service provider.
                       The Passenger Transport Legislation further establishes that the director-general may arrange for
                       reviews of an operator’s performance under a service contract.
                4.2    Public feedback
                       Translink can make changes to service offerings in particular areas of the public transport network
                       based on public feedback.
                       The public can provide feedback to Translink a number of ways, including online, by phone and
                       social media. Translink states on its website that the feedback is a tool used to help create additional
                       services, schedule changes, upgrade facilities, plan infrastructure placement and improve the gocard
                       system. Translink is also conducting a pilot Customer Experience Survey in 2019. The customer
                       surveys will be used to gather information about the network and customers experiences.
                       Some key reports about public transport are published on Translink’s website and include monthly
                       performance snapshots, patronage and complaints, and customer satisfaction. We note that these
                       do not provide detail at a service operator or regional level, but rather are a snapshot of the public
                       transport system as a whole.

                5.  | How are changes to public transport facilitated in terms of contract
                       changes?
                       DMTR may, by notice on the department’s website, amend an area serviced by a service provider, or
                       a particular route. However, the amendment may be made only if the chief executive is satisfied the
                       amendment is necessary:
                       (a)     to extend the service into developing areas; or
                       (b)     because of changed traffic conditions; or
                       (c)     for public safety; or
                       (d)     to improve the service in the public interest.
                       In respect of other changes to the service contract terms and conditions, these would subject to the
                       terms of the service contract but would likely require the agreement of the service provider and
                       DTMR to effect them.

                6.  | Whois responsible for public transport and how is it funded?
                       Itis clearly established in the Passenger Transport Legislation that DTMR has primary responsibility
                       for public transport, except if a service is not within the scope of a ‘public passenger service’ under
                       the legislation. As public transport is the responsibility of the DTMR, it is funded predominantly by the
                       Queensland Government.

                MinterEllison | Ref: PXM:CMM 381814                                             Public transport in Noosa | Page 5
                Private & Confidential
                23.09.19:381184_039 docx

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