Figures published in the Department of Infrastructure and Transport’s annual report this month show there were 12,105 complaints about the state’s privatised public transport services in 2021-22, up from 8549 in 2020-21.

The majority of complaints related to “service changes and service quality”, with 8207 last financial year compared to 5650 the year before.

Punctuality was the second biggest gripe of Adelaide Metro commuters (3121 complaints, up from 2122 the previous year), followed by fares and ticketing (523) and passenger comfort (254).

A breakdown of public transport complaints over the last five financial years. Table: DIT

A Department spokesperson told InDaily that bus services accounted for the highest increase in complaints with an extra 2062 recorded – an uptick of 32.5 per cent.

“The majority of these complaints related to COVID-19-related impacts – with many stemming from the introduction of a mask mandate on public transport in July 2021 and service disruptions due to last year’s surge in COVID-19 cases,” the spokesperson said.

“Other issues raised related to bus driver competency, behaviour and driving style, service punctuality and recharge issues relating to ticketing.”

The 12,105 complaints processed in 2021-22 is the highest since 2013-14 when 13,181 complaints were filed.

Last financial year’s tally is also above the average number of yearly complaints (10,863) over the past 10 years.

The spokesperson said the “majority of these variances” occurred between July and December 2021, “coinciding with COVID-19 surges in South Australia while ticketing issues surfaced from November 2021”.

“The overall increase in ‘Driver behaviour’ complaints related primarily to the requirement to wear masks on board, especially between July 2021 – December 2021 and includes the following:

• Drivers not wearing mask/claimed to be wearing it incorrectly.
• Drivers advising passengers to wear masks on board.
• Drivers refusing travel to passengers not wearing masks

“Other complaints related to drivers running late due to incorrect route taken, with some feedback pertaining to buses not utilising the tunnel to get into the city and taking a longer route causing delay for passengers.”

The total number of complaints filed represents 0.02 per cent of all public transport patronage last financial year, according to the annual report.

The report also suggests changes in the processing of complaints contributed to the 41.5 per cent overall increase.

“The Department has improved processes to more effectively identify, report and action complaints this financial year which contributed to the increase in complaints recorded compared to last financial year,” the report states.

The Department said it had made several “service improvements” resulting from complaints and consumer suggestions, including relocating some bus stops for safety reasons and rolling out new real-time data processes.

“A number of school services have been adjusted and four new routes implemented, to provide better transfers to other services and easier access for students in outer suburbs,” the annual report states.

“Tram occupancy information has been rolled out across digital signage to provide visibility of real time capacity onboard trams (passenger counting project).”

The Department also said it had increased the font size of its timetables to improve accessibility.

A Department spokesperson said bus operators continually review customer feedback “to inform targeted training and communication messages to employees”.

Total patronage across the public transport system was down 8.7 per cent last financial year, with 47,529,317 trips reported.

Adelaide Metro patronage data for 2021-22. Table: DIT

The Department’s annual report said COVID-19 continued to “significantly impact” patronage in 2021-22.

‘Within this term’: Govt steadfast on reversing public transport privatisation

It comes as an immediate timetable for the return of South Australia’s privatised train and tram services into public hands remains unclear.

The Malinauskas Government vowed before the state election to undo the former Marshall Government’s $2.14 billion contract with private operator Keolis Downer to operate Adelaide’s trains and trams.

Opposition transport spokesperson Vincent Tarzia asked Transport Minister Tom Koutsantonis in parliament on Tuesday if he was “able to advise when the contract with Keolis Downer will be terminated”.

Koutsantonis responded: “We made a commitment at the last election that we would return the operation of our trains and trams back into public hands.”

“We did so before the then government announced they were breaking their election commitment of no privatisations to outsource the operation of our trains and trams.

“We wrote to all the proponents who were participating in a tender for these services.

“In effect, those letters said: ‘Buyer beware. There is a general election scheduled for 19 March 2022 and if the Labor opposition is successful, they will be returning these services, regardless of any contractual obligations, back into public hands’.

“We intend to do it within this term.”

Labor’s first state budget allocated $1 million for a commission of inquiry to advise on the most “efficient and cost-effective” means to reverse the privatisation.

But the inquiry was scrapped just weeks later, with Koutsantonis claiming Keolis Downer had “agreed to work collaboratively with the Government in meeting its election commitment of publicly owned rail services”.

The Transport Department paid $421.5m for outsourced public transport service contracts last financial year, according to the Auditor General’s annual report.

The Opposition has previously claimed undoing the train and tram privatisation could cost as much as $70 million.