National Transport Authority (NTA)

1a) Could you please provide information on the number of complaints filed regarding the Leap process? 1b) Additionally, I'm interested in knowing the number of customers who have been overcharged using Leap, along with the total value of these overcharges since the launch of the Leap card. 1c) What service level agreement (SLA) is in place? How frequently has this SLA been missed? Please include details on the average response time to queries raised with customer care and the Leap teams. 2a) I'd like to inquire about the total number of passengers for 2024 who have used the 111/111x bus route. 2b) Could you provide data on the number of cancelled services on these routes in 2024? Also, how many times have cancelled services been updated on the services update page post-cancellation? Is there a policy in place for ensuring adequate notice to customers regarding cancelled services? 2c) How many of these buses have operated at full capacity? 2d) How are decisions made regarding new routes and the assessment of additional capacity needs? When was the last assessment conducted for the 111(x) route? 3a) Lastly, I'd appreciate information on the software powering the 'Real Time Information' system. Can you confirm if it's based on real-time data tracked by GPS, rather than just estimates?