FARE REFUNDS TO BUS COMMUTERS

FARE REFUNDS TO BUS COMMUTERS: 15.

Dr Lim Wee Kiak asked the Minister for Transport following the recent errors in calculation of distances travelled by buses (a) how many commuters or EZ-

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Link card holders were affected; (b) whether there is a more convenient alternative for less literate commuters such as senior citizens, who may not know how to use the ticketing machine to receive their refunds; and (c) what are the lessons learnt from this incident and how can we prevent it from occurring again.

The Minister for Transport (Mr Raymond Lim Siang Keat): Sir, the LTA and the public transport operators have completed a thorough review of all 6,600 bus stop pairs in the system. This review was undertaken after LTA found distance discrepancies in 13 bus stop pairs after the launch of distance fares on 3rd July 2010.

In this review, distance discrepancies were found in 68 bus stop pairs (about 1% of total bus stop pairs) which led to overcharging, and 30 bus stop pairs (about 0.45%) which led to undercharging. On a weekly basis about 6.9% of CEPAS cards were overcharged and 2.1% were undercharged. LTA and the bus operators have since apologised for the errors and for the inconvenience caused to commuters and have taken steps to refund commuters that were overcharged due to the distance errors.

In response to commuters' feedback received on the old refund process, LTA has made improvements so that it is now faster and more convenient for affected commuters to get their refunds. Commuters can get a full refund on the spot and at their convenience at any TransitLink Add Value Machine (AVM), TransitLink Ticket Office or Concession Card Replacement Office which are available at most MRT stations, bus interchanges and selected bus stops. Commuters need not remember the bus service numbers, nor fill in any form. They only need to present their CEPAS

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cards to receive the refund if they are eligible for one.

Senior citizens who are not familiar with the Add Value Machines can approach any TransitLink Ticket Offices with their cards. The staff at the Ticket Offices are trained to check the cards and refund the correct amount into their cards on the spot. To give commuters more time, a period of six months has been given for refunds. Affected commuters need not make a special trip and can get their refund when they next top up their cards. Unclaimed refunds will be contributed to the Public Transport Fund which will go to benefit needy families.

Going forward, the Public Transport Council has put in place a framework to require bus operators to ensure that bus stop distances are updated correctly and on time following changes to the bus stop locations. Failure to do so could result in penalties.

Dr Lim Wee Kiak: Sir, I would like to ask the Minister how many commuters or how many EZ-Link card holders were affected in this particular exercise and currently, what is the percentage who have made claims for their overcharged fares. I understand that commuters are supposed to make their claims by 17th June this year. If by then the percentage is low, will the Minister consider extending the time for making claims by another six months?

Mr Raymond Lim Siang Keat: I gave the Member the answer just now on the EZ-Link card. Through the CEPAS card, 6.9% were overcharged and 2.1% were undercharged. That is the first question –

Dr Lim Wee Kiak: Percentage?

Mr Raymond Lim Siang Keat: Yes, on a weekly basis.

The second question is how much have been claimed to date. We started

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this on 18th December 2010. As at the end of last year 28th December, we have a total of about 169,000 transactions. We have refunded about $46,000. There was $300,000 overcharged and $46,000 refunded.

Would we consider extending the claim period? Right now, we have given six months. It is quite a long time. I think we can look at it closer to that day. Right now, six months is sufficient. We will see where it goes from here.