Taxi ‘hiccups’ still ongoing

Network admits new system still flawed

GEELONG Taxis says “hiccups” in its upgraded dispatch system are still ongoing months after it was introduced.

Drivers missing regular pick ups and difficulties getting through to the Geelong Taxi Network call centre are just some of the gripes irate customers have shared with the Geelong Advertiser.

Two customers said they’ve had to wait an hour for taxis booked through the network in recent weeks.

Marilyn Pollard, whose son Joel relies on taxis as a client of the National Disability Insurance Scheme, said changes to the dispatch system had caused problems since October.

“One day it took eight calls in 45 minutes to get a taxi,” she said.

Ms Pollard said she struggled to reach the dispatch centre in the late afternoon, and after-hours calls were redirected to a South African call centre.

“After 5pm, the calls go to South Africa. It used to go Sliver Top taxis. Now these people don’t know where in Australia you are when you call,” she said.

“The new system is just not working, it is flawed. It needs to go back to the old program that was working.

“Even drivers have told me they can’t get through to the dispatch.”

Ms Pollard said messages left in the dispatch’s voicemail were rarely returned.

Another NDIS client, who did not want to be identified, said he’d experienced issues with the call centre for weeks.

“It's the system they’ve got and they have no idea when they are going to fix it,” the man said. He said it took him four calls in one hour yesterday to reach the call centre.

Network CEO Peter Valentine said the new dispatch system, only the fourth system change in 20 years, was aimed at improving the service for customers.

“We want to be using the latest and best programming that copes with change. Unfortunately sometimes when that occurs you have a couple of little hiccups along the way,” he said.

Mr Valentine said it was possible Geelong customers trying to book a taxi after hours could find themselves diverted to a South African call centre.

“If they are ringing the Australia-wide number they could end up overseas. We try to minimise that but it can happen,” he said.

“(The service) is maintained to a high standard and we make constant improvements.”