I have a huge concern about the refund policy and procedure of Gautrain, in particular when paid for services are not provided by Gautrain.
A recent incident on Friday, 8 November 2019, where there was no prior communication on the service delivery failure between Midrand and Johannesburg Park or OR Tambo stations is an example of this. Commuters embarked the train in Hatfield, Pretoria and Centurion only to be informed en route that there is no service between Midrand and Johannesburg Park or OR Tambo stations. Some commuters use monthly travel passes; and on this day a trip was deducted but the service was not provided. This is not treating customers fairly and when requesting a refund, Gautrain is quick to refer commuters to their website to log a refund request which is an ineffective procedure.
Surely Gautrain is regulated by a regulatory authority (perhaps PRASA), but there is no disclosure by Gautrain regarding the complaints resolution process and when and how consumers can approach the regulatory authority to investigate complaints.
Gautrain may not be allowed to collect fares if they fail to provide a service. Also, it should not be a hassle for commuters to complain or get a refund when Gautrain fails to provide a service. This should be a proactive process not a reactive process.
Please consider my concern on behalf of all Gauteng residents and visitors. I believe my concern is in the interest of the public at large.