Refunds not automatic after myki system outage across Victoria

Public transport users who were left out of pocket after myki’s troubled system crashed have been forced to chase their own refunds.

Refunds are not automatic after myki’s troubled system crashed for more than two hours.

Victorian public transport users who were left out of pocket after myki’s troubled system crashed have been forced to chase their own refunds.

The system experienced a major fault about 4.30pm on Thursday where commuters couldn’t tap on or off with readers displaying a message that said “out of order”.

Some commuters who were travelling in zone two, tapped on before the crash but couldn’t tap off.

They were charged more than a full fare, meaning the system mistakenly thought they travelled in zone one and zone two.

Public Transport Victoria said those who were overcharged could apply for a refund but it would take about five to 10 business days.

The earlier myki outage has been rectified.

Some readers may take time to become operational again, but passengers should touch on and off as normal where it is available.

We thank everyone for their patience. https://t.co/wfwNOUSPCx

— PTV (@ptv_official) February 2, 2023

Public Transport Users Association said the agency should be more proactive and offer refunds automatically.

It comes as the system was still experiencing issues more than 12 hours after it crashed.

The issue was mostly rectified about 7pm on Thursday but isolated incidents were still occurring on Friday morning.

A PTV spokesman said some readers “may take time to become operational again” but passengers “should touch on and off as normal where it is available”.

It’s understood a technical fault caused the outage but the Department of Transport said the incident was still under investigation.

One commuter on Thursday, Joanne McGowen, said she was worried about myki inspectors on trains being unaware of the issue and proceeding to fine commuters.

“I took a photo just to make sure I don’t get fined,” she said.

The readers displayed a message that said ‘out of order’. Picture: Nathaniel Bane

Student William Poon thought the outage was a good thing. “There’s heaps of people out there that are being charged so much, especially students, so it’s good for us to be able to pay less,” he said.

The myki contract is due to end this November, raising hopes it could be replaced or upgraded with a system similar to more user-friendly options operating in major cities such as London, Sydney and Singapore.

Treasurer Tim Pallas acknowledged myki wasn’t up to global standards and said the government was in talks with stakeholders in the lead up to the contract expiring.

Mr Pallas was tight-lipped on what a new scheme might look like and whether it might mean the end of physical myki cards.

“I think we’ll just have to see what comes out of those discussions”, he said.