I probably should complain to the Maxx call centre but I really can’t be bothered, because:

• I have to wait for 10 days before I get a response
• I can predict the answer – late running for the previous service, driver sick etc, etc.
• There is no confirmation that the problem won’t happen again

What I really want is some kind of compensation for the inconvenience. I’m aware that bus operators are financially penalised for a late running service, but this doesn’t help the hapless commuter that is half an hour late for work. Penalties are paid to Auckland Transport – wouldn’t it be better if the actual customers were compensated?

With the advent of the Hop card and the ability to top up online, surely now there is the ability to compensate the people that are inconvenienced by the delay or no-show of a service.  I’m thinking a flat rate of $5 should just about cover it, credited to my Hop card from Auckland Transport. This will incentivise people to phone in and complain, and hopefully we can even get some stats on the number of complaints and the amount of compensation paid to customers.

In the monthly reports, bus operators and Auckland Transport and the bus operators claim 99% reliability, so let’s see them put their money where their mouth is.

This morning the 024 8:00am service didn’t show. I phoned Max (09 3666 400) and gave them the details. I also let them know that the service was also late yesterday.  The pleasant call centre rep on the line took all the details to “pass on to the operator”. She asked if I would like feedback on my complaint. I said yes (Well, of course! I don’t want the bus to be late tomorrow and I want to know that the operator is aware of the problem and is doing something about it.). So I gave my number and just before I hung up the call centre rep told me someone will be back to me in ten days.  I thought I had misheard, but yes, the turnaround time for responses is ten days. I’m guessing that is ten working days as well.

In my view this is nowhere near enough to incentivise customers to provide feedback. It’s pathetic in fact. Professionally I’ve worked for a number of different businesses.  Turnaound times are typically around four hours at most. Why shouldn’t the Maxx complaints system be any different?

I’m not suggesting that a complete solution be developed in four hours, just that an acknowledgement (and ideally a reference number) be given in a timely manner.