Blue Mountains Commuters and Transport Users Association

February 2009 meetings

Answers to ticketing questions raised by the Blue Mountains Commuters & Transport Users Association Inc

1. Are TVMs monitored by the Operations Control Centre 24 hours per day?

Ticket vending machines are monitored 24 hours a day, seven days a week, by CityRail’s Ticketing Systems Control Centre.

2. Does the Operations Control Centre remove TVMs from service if necessary?

Staff at the Ticketing Systems Control Centre have the ability to close a TVM if a device reports multiple errors of the same type that affect customer operations.

3. If a TVM is displaying “closed” are passengers able to join trains and pay the fare at their destination?

Yes, if tickets are also not available at the ticket office. In such circumstances customers are permitted to purchase tickets at their destinations after explaining their situation to ticketing staff. If Transit Officers are checking tickets, they will verify whether ticketing facilities were available at the station.

4. Are these claims verified by the AFC Operation Centre?

Yes, Transit Officers are able to check whether a customer’s claim about an out-of-order ticket vending machine is correct. It is part of their standard procedures to do so.

5. Do Transit Officers collect fares on trains?

No, Transit Officers do not collect fares on trains or stations. Customers can only purchase CityRail tickets at station ticket offices and ticket vending machines. Some newsagencies and State Transit Authority outlets also sell multi-modal TravelPass tickets.

6. Are Transit Officers able to communicate with the Operation Centre to verify that TVMs are not operational?

Yes, Transit Officers are usually able to check whether a customer’s claim about an out-of-order ticket vending machine is correct. It is part of their standard procedures to do so.

7. What company maintains CityRail TVMs?

RailCorp maintains the ticketing system equipment using both internal and external resources.

8. How many spare TVMs e.g., not currently deployed at stations, does CityRail have?

RailCorp has a small number of spare TVMs that are used for vandalism replacements

9. Can CityRail obtain additional machines to deploy at stations to meet patronage growth?

TVM usage is monitored and RailCorp can choose to redeploy machines from existing stock when necessary This is dependent on the space available at the station, the likelihood of machines experiencing excessive vandalism and the availability of capital funding.