ISSUE #25 NOV 2014
OUT & ABOUT NOVEMBER | PG. 10
EVENT OF THE MONTH BEER DAY OUT | PG. 08
CANBERRA TAXI INDUSTRY ASSOCIATION NOVEMBER NEWS | PG. 04 THE OFFICIAL NEWSLETTER OF AERIAL CAPITAL GROUP LTD
“It’s not real without the seal”
Protect the future of our industry and fight back against illegal ride-sharing! Join the ‘Grab a Cab!’ campaign and display the seal of approval on your cab to inform your passengers that their journey will be safe and in accordance with all government regulations.
An Australian Taxi Industry Association initiative.
FROM THE MD’S DESK
ISSUE #25 NOVEMBER 2014 During my taxi trips around Canberra this month, Silver Service drivers made a point of saying they are increasingly annoyed about passengers prebooking Silver Service jobs and then not showing up to be picked up. Drivers are asking for a no show/cancelation fee to be charged for airport prebooked Silver Service jobs. This has been considered in the past and has been held back because of the need to take credit card numbers on all prebooked Silver Service airport bookings. Aerial is currently working through the changes needed to introduce a no show/cancellation fee on all prebooked Silver Service airport jobs. More detail will shortly be provided to the Silver Service fleet along with an implementation date. Ideally this will be working in the first week of December.
responsibility being given by the Operator. Unauthorized work or removal of the equipment from the car (matched VIN to Serial number) will void Aerial’s warranty and insurance cover for the equipment. Before considering any work on or affecting Aerial’s equipment (dispatch, radio and cameras) talk to the Fleet Manager because unapproved work or the use of unauthorized repairers or installers will lead to additional risks and costs being imposed on the car owner/operator.
ACT TAXI INDUSTRY
MEET THE DRIVER
NGA JAMES TURRELL
BEER DAY OUT
Taxi Insurance Fraud
AFP have recently convicted, with criminal cautions handed down, two ACT Taxi operators who filed bogus insurance claims. Both operators staged vehicle accidents and attempted to claim insurance payouts. GPS data, camera data and driver Taxi Registration Reminders confessions played their part The MTData system is now being in gaining the convictions. No used to record vehicle registration insurance payments were made information for taxis. Reminders via on the claims. email and in car messaging will be Grab a Cab – ATIA Campaign given where registration renewals are pending. Vehicle VIN numbers This issue of CabBerra introduces are also being logged and matched this national ATIA campaign. against Aerial’s equipment (serial Aerial strongly support this numbers) installed in all cars. imitative. Owners of taxis (Operators and Plate owners) Unauthorized Work On Aerial’s In need to understand and get Car Equipment behind this campaign. Its Operators are reminded that messages are all about your Aerial’s warranty and insurance business, how you legally comply cover for the Aerial owned and that you provide safe travel equipment installed in each taxi services to your customers. (Dispatch, Radio, Cameras value approximately $8000) is conditional upon due care and
OUT & ABOUT
For any enquiries regarding the CabBerra magazine, please give us a call on 02 6126 1696 or email us at marketing@ aerialcapitalgroup.com.au
02 - CABBERRA TWENTY FIVE
NEWS A warm hello to all the operators and drivers. I hope that October has been a safe and profitable month for all. A National campaign by the Australian Taxi Industry Association titled Grab a Cab is planned to commence in late November and is aimed at promoting the benefits of using a ‘real’ taxi. Aerial will be supporting this campaign with our own aimed at customer service. The focus will be on drivers getting out of the taxi and assisting passengers with luggage, groceries, etc. Driver rewards are being considered and may range from being included in ambassador programs, free uniforms and meal vouchers for those drivers who are delivering the key aspects of customer service. Elements of the driver rewards program, still in the trial stage, may be used. So in this edition we thought we would focus on three aspects of customer service that all drivers can achieve throughout the month ahead. • SMILE…..it lets the customer know that
you are happy and enthusiastic about their patronage • Beat the customer to the boot: Get out and assist all customers with luggage, shopping or other personal items. Be ready for a customer to approach your taxi at any time. Don’t be distracted by phones, laptops or other equipment. Be prepared for a hiring at all times. If a customer with a bag is heading towards your taxi get out and meet them at the boot. Once again it shows the customer you are dedicated to providing good customer service.
have a H-Harness in their Taxi. It is a requirement for every taxi to carry a child H-harness and there is no excuse for not carrying one. We are also aware of the unacceptable practice of some drivers swapping H-harnesses between taxis to get through fleet inspection. So as a result any taxi found not carrying a child harness or any taxi that recalls a job because of no harness will be required to purchase one and provide the receipt. It is unfortunate that these measures have to be introduced but we will accept no compromise when it comes to child safety.
• Wearing the correct uniform: Making sure For more information on the Grab a Cab your uniform is network approved, clean campaign make sure you check out the and ironed. CTIA Column by John McKeogh on page Over the next couple of editions of Fleet 12. That’s all for this edition of Fleet news, News we will be focusing on different stay safe and we will soon you a rank soon. aspects of customer service. Remember by “providing a service that exceeds the customer’s expectations” you could earn JASON SHIELDS yourself a wide range of rewards. Finally throughout 2014 a number of taxis are recalling jobs requiring a child H-harness because they don’t
CABBERRA TWENTY FIVE- 03
TRAINING ROOM Hello All, This issue I am writing to ask for some help from the operators and owners of the taxis as well as the drivers. As you are aware new drivers are required to do some jockeying (practical orientation) in the taxi prior to attending the Aerial training course. Jockeying is an essential part of the course and the new drivers learning. When done well it gives them an opportunity to see what driving a taxi is like. It also gives them an idea of the equipment in the taxis and their functions. A lot of the students attend the course having had a great experience while jockeying. They have learned quite a lot just from observing the driver and listening to the driver taking the time to explain how things work. Unfortunately it is not always well done. This adversely affects the new driver and the amount of useful information they can get from me during the course. If I need to explain basic things in detail it leaves me less time to talk to them more in depth about some subjects and that is not ideal for the students. If they attend the course already having a good idea of the things I
am talking about it makes it much easier for them to understand the things I am explaining to them.
on the radio, even if it is just to say “roger base, I just wanted to show my jockey how the queries work”.
More than once lately I have had students come in and tell me that the drivers that they did the jockeying with told them something like “don’t worry about how that works, they will teach you about that during the course”. This is not helpful for the new guys and it makes me feel bad that it seems like some drivers are not willing to help the new guys learn. The majority of operators and drivers are very helpful to the students but I would like to ask you all to be as helpful as you can to them so they understand as much as possible before starting their first shift.
Eftpos: Try to let the jockey use the equipment to print out receipts, and maybe even get them to do a transaction if you think your customer won’t mind. Talk to them about the Taxi Subsidy Scheme.
Following are some of the subjects and ideas on how you could help the guys understand them: MTData: Speak to the jockey about areas, plotting in, queue positions and rank preference. Also try to explain to them about how you interpret the information on the stats screen and why you decide to plot into certain areas or decide to drive to a different area. Please let the jockey see you put in a query and speak to the base
Safety equipment: Actually get the fire extinguisher and first aid kit out and show it to the jockey. Also get the child harness and show them how to attach it. Show them the difference between the comfort button and the alarm button. There are many more things you could do to help the jockeys, these are just some ideas to get you thinking. Getting the guys involved and actually letting them use the equipment and learn about it hands on (maybe ask them to plot you into different areas) is often the best way for people to learn and it gives them an opportunity to ask about how things work if they don’t understand it. Thank you all for taking the time to read this.
A MESSAGE FROM THE SIKH TAXI DRIVERS ASSOCIATION OF CANBERRA BANDI CHHORH DIVAS (SIKH CELEBERATION DAY) Bandi Chorh Diwas is a day on which the 6th Sikh Guru Hargobind Sahib Ji was released with 52 Kings from Gwalior Prison. The word “Bandi” means “imprisoned”, “Chhor” means “release” and “Divas” means “day” and together “Bandi Chhor Divas” means Prisoner Release Day. It is celebrate with great joy as it was a time when “right” prevailed over “wrong”. The Mughals had held many hundreds of prisoners who were effectively “political prisoners” and were otherwise innocent leaders of their communities. They had been held without trial or any other legal process; jailed by brute force; held against their wishes. The Guru Hargobind Sahib Ji had found a way to get 52 Kings who were innocent leaders released from the prison without a battle. However, in the end the unjust government of the day had to “give in” to the Sikh Guru’s regard. An unlikely victory in a period of history when those in power were completely corrupt and injustice was the order of the day. However, the Guru had found a positive way out of an otherwise very dark situation. The lives of 52 kings had been saved without a single shot and without a battle. On the arrival of the Guru Hargobind Sahib ji, the people
lit up everywhere with thousands of candles, lights and lamps like they had never done before; there was much celebration and joy. The Sikh Community celebrates this as a special day in each year. This day will be celebrated in mid November with the Grace of Guru Hargobind Sahib Ji. STDAC is requesting everybody to join the celebration at the Canberra Airport. Date and Time to be announced over MtData.
Regards STDAC & Associates.
04 - CABBERRA TWENTY FIVE
CTIA NOVEMBER NEWS For over a year the CTIA, and the taxi industry Australia wide, has been concerned about the potential damage to the industry that could be inflicted by the introduction of nonaffiliated phone apps. It is known that work has been dispatched through one unauthorised app that operates in Canberra for well over eighteen months, and although the depth of its penetration is unknown, it is believed that its impact has been fairly modest. It is not authorised by the government to facilitate the dispatch of taxi work. The promoters goCatch, Ingogo, and others like it, provide no services for the industry, bear no responsibility for the actions of taxi drivers, and provide no stats to the Government on industry performance; but skim off a percentage of every fare that goes through its system. They hardly create more work, so taxi drivers who accept work from them are still obtaining work from a finite pool of jobs, and if a driver is on a “rogue app” job, he is unable to perform a legally dispatched trip. So far it appears that they are more of an annoyance than anything else; but it needs to be realised that such app providers are only there to skim a profit from drivers’ incomes without doing anything to support or promote the taxi industry. However, another type of unaffiliated app has appeared in major Australian cities and many cities in the US and Europe. This is what is called a ride sharing service app (RSS) and is becoming a serious threat to the taxi industry worldwide. If successful in other Australian states the app is bound to come to Canberra. The name “rideshare” attempts to FACEBOOK.COM/AERIALCG
portray the message that a passenger is to share a ride with another and therefore share the cost. In fact the only person with whom the passenger shares the ride is the driver. The driver will usually be driving his/ her own car, so there will most likely be inadequate insurance cover for the passenger and the driver, the driver may be in very poor health, and may have been subject to an inadequate character assessment. The vehicle might not have been mechanically checked for several years. The fare may be cheaper than a normal taxi fare during a quiet period, but may be up to ten times the normal taxi fare when it is busy, when “surge pricing” takes over. Fares, 20% of which are skimmed by the RSS, are paid through the phone app, and there are no cash bookings, nor WAT services. The poor and people with disabilities are of no concern to RSS providers. Uber x is the name of the main contender, another is called Lift. Uber x is presently operating illegally in some Australian jurisdictions. Other RSS companies are on the horizon. RSS operators receive many complaints about their RSS from both drivers and passengers, but “manage” them, that is, pretty well ignore them and push on. UberX has been declared illegal by some Australian jurisdictions, but has ignored such rulings, paid fines of up to $1700 for individual drivers, and claimed its main concern is to provide “competition”. Competition is something that Uber does not embrace. The taxi industry is obliged to address many regulations that have been introduced in order to preserve public benefit in a vital part of public transport. Being unregulated, Uber
x apparently feels obliged to adhere to no taxi regulations. A real spirit of competition (not). Being unauthorized and not monitored by governments, RSS vehicles do not have inboard cameras to provide security for drivers and passengers. Do not believe RSS providers are interested in the taxi industry. Do not believe they are interested in service. Do not believe they are interested in their affiliated drivers. Do not believe they are interested in moving people from A to B. They are interested only in facilitating activities in which money changes hands where they can “clip the ticket” of every transaction and send the profits to the US. How do RSS providers work? RSS providers advertise for partners in their enterprise, and offer cash and material incentives. The partners need to provide a vehicle that is no older than 9 years. Through a mobile phone app passengers are then connected to these drivers. They press an icon about twice, the GPS recognises the pickup point and the system dispatches the closest car to that point. Nice and simple, illegal and unfair. The car driver has paid private car registration fees, and private car insurance, has not been subjected to annual inspections, has not been required to spend $1000 on taxi driver training, English tests, driving tests and written examinations or medicals. The fare is calculated by reference to GPS tracking during the hiring and is paid through the app. The RSS pays the drivers after skimming its percentage. What are the concerns of the taxi industry?
RSS providers present a very serious threat to the Australian taxi industry and those members of the public who rely on it for their basic transport needs. Drivers, operators and owners of taxis face the threat of severe cuts to their income, and vulnerable passengers face the possibility of a much-degraded access to personal public transport. There will always be some people attracted to the idea of making extra money. Only forty or fifty RSS vehicles operating in Canberra could take a big bite out of the income of drivers and operators. Remember, three extra trips per day will mean around an extra $2000 per month to be shared between operator and driver. Conversely, three less trips per day will mean there is $2000 less per month. The expenses remain the same. If RSS providers gain a toehold in Australia, it will be at the expense of the taxi industry. Every dollar that goes to an RSS, is a dollar less for the taxi industry, a dollar less for drivers, operators and networks. Since its creation in 1957, Canberra’s Aerial network has been a leader in innovation, and already provides apps that match the best, but a drop in cash flow would inhibit its ability to provide services. What perceived weaknesses or attitudes make the taxi industry vulnerable? The RSS attack will be based on the “need for competition”. E.g. in Canberra, Aerial, the bigger company, “needs” competition (The fact that the average pick-up time for a booking is around five minutes is irrelevant); or “taxis are always late” (Only a small percentage of people use taxis, and the rest tend to believe what they hear); or “the cars are dirty and the drivers are untidy and rude” (very rarely this is true, but anyone can say it and get away with it); or “taxi networks will not embrace efficient methods of dispatch and are simply
CABBERRA TWENTY FIVE- 05
trying to maintain the status quo” (the Australian taxi industry has always been unsurpassed world-wide for its adoption of technology). Unfortunately, from time to time, incidents will occur that can be used to “prove” such generalised comments. The industry will find it hard to gain support from the media, who are trained to see conflict, confusion and confrontation as generators of running stories. What can the taxi industry do to counter the threat and the inaccurate statements? One suggestion that might be offered is “The RSS model is illegal and grossly unfair. They must be prevented from taking our customers” (It is true that the RSS model promotes illegal activities, but for a variety of reasons governments are often slow to move; and it pays to remember that customers are not owned, they are held until something better comes along). Another suggestion might suggest the industry needs to recognise and address its real shortcomings. Dirty cars and rude drivers do exist. Poorly maintained taxis do exist. Some networks take their clients, passengers, drivers and operators for granted.
Any such campaign that fails to gain the co-operation of all elements of the industry will not work. It would be a gigantic waste of money and an “own goal” in the industry’s efforts to remain relevant and viable in this fast moving world. The campaign will be named “Grab a Cab”. It will not focus on negatives such as the illegalities of the ride sharing services, but on the positives of using a “real” taxi. That is not to say that any illegal RSS practices will be ignored. They will be strongly highlighted to politicians and bureaucrats; but the taxi using public does not want to hear us whinging. It wants to see us performing. Co-operating means keeping our taxis clean and mechanically sound. It means drivers wearing clean uniforms and a friendly smile. It means doing that little bit extra for the person who pays the bills, “providing a service that exceeds the customer’s expectations.” It means having the authorised network app and the good attributes of the taxi industry being promoted enthusiastically by taxi drivers. Most Canberra cabbies do this now, so we just need to do some fine-tuning. Please co-operate with the ATIA campaign.
Maybe the best way for the taxi industry to counter its perceived shortcomings is to go all out to gain customer loyalty by its good service and presentation and to go all out to match the technology of the disruptors. What is the taxi industry going to do? The Australian Taxi Industry Association is going to co-ordinate an Australia-wide campaign aimed at lifting the image of the taxi industry and highlighting the need to lessen the risks of using passenger transport services that are answerable to no one. FACEBOOK.COM/AERIALCG
06 - CABBERRA TWENTY FIVE
Ravneet Singh Meet the Driver section is proudly sponsored by Waves Carwash. The interviewee receives up to $102 worth of carwash services.
How long have you been driving and how are you finding it? I have been driving since July this year and I am fairly new to it but I started driving Canberra Elite taxis and have just obtained a Silver Pin. Driving taxis has been great, I enjoy it and it is so different to what I was doing before. In comparison to my previous fixed hour jobs, I find that it is much easier to feel motivated when you are not tied down to the same thing every single day doing the same thing. I also love it that I am my own boss. The harder I work the better it is and not everyday that you come across a job that pays you everyday. It has been great and now I am looking forward to operating a taxi one day, not to mention it is good money too. What brought you here? I was from Punjab, India and left home to study Bachelors of Accounting here at University of Canberra. When I finished with my studies a few years ago I started looking for a job in my field. In that period when I was job hunting, I worked in many different fields until I started to become a
taxi driver. Will you ever go back into accounting? I don’t know where life is going to take me in the future. But that would always be an option however, one thing I know is that I will always continue driving. It is something I enjoy doing. What improvements can be made to your work environment? I noticed that so many taxis would wait in front of pubs/clubs in Canberra which has a high impact on other drivers. For example, if I get assigned to a job picking up from a local club, by the time I make it there, someone else would’ve taken the passenger because they’re already there waiting. Therefore, I think it could be beneficial if taxis don’t rank in front of clubs to avoid this from happening. It also promotes fairness to all drivers. What do you think of ATIA’s ‘Grab a Cab’ campaign? I think it is a great idea. It is not fair
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to drivers who have gone through the courses and procedures to become a licensed taxi driver. Not only that this campaign promotes safety for passengers but also to us drivers. We need to work in an environment where we are supported and feel safe.
CANBERRA ONLY nga.gov.au
CABBERRA TWENTY FIVE- 07
FROM 13 DECEMBER BOOKINGS ESSENTIAL:
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James Turrell Sight unseen 2013 Ganzfeld: LED light Villa e Collezione Panza, Varese (Italy) © James Turrell photograph © Florian Holzherr PRESENTING PARTNERS
08 - CABBERRA TWENTY FIVE
OF THE MONTH Beer Day Out 2014 will showcase 25 Australian and international craft breweries, with more international beers and more cider than we had in 2013. The day will include prizes and draws and all things BEER – tastings; beer and food matching; information sessions and beer quizzes. You will even have the chance to win interstate trips to visit some of Australia’s top craft breweries! Beer Day Out 2014 hits The Former Transport Depot Wentworth Avenue Kingston. Saturday 8 November from 1-8pm. For more information, visit beerdayout.com.au
CABBERRA TWENTY FIVE- 09
DATE AND TIME
The Australian Biography Series- Neville Bonner
1/11/2014 to 15/11/2014
ACO â&#x20AC;&#x201C; Tognettiâ&#x20AC;&#x2122;s Beethoven Mark Wilkinson - Solo spring tour with special guest Shades in the Vines Concert W-League: Canberra United vs Western Sydney Wanderers Wine, Roses & all that Jazz Festival at Lerida Estate Womens National Basketball League: University of Canberra Capitals vs Dandenong Akira Isogawa Diplomatic Notes and Fiscal Harmony join Rhythm Syndicate at the High Court Muthspiel Grigoryan Towner: The Travel Guide Tour ACTTAB Melbourne Cup Race Day Australian Baseball League: Canberra Cavalry vs Sydney Blue Sox In the Flesh
01/11/2014 01/11/2014 01/11/2014
Liangis Theatre, National Portrait Gallery Llewellyn Hall The Street Theatre Four Winds Vineyard
Belconnen Soccer Club, McKellar Park
01/11/2014 to 02/11/2014
Lerida Estate Winery
Australian Institute of Sport Arena
National Portrait Gallery High Court of Australia, Public Hall, Level 2 The Street Theatre Thoroughbred Park
07/11/2014 to 09/11/2014
The Vinyl Lounge
Woden Valley Festival Anh Do - The Happiest Refugee Jazz & Shiraz in November at Lerida Estate The Silurian and Fresh Shucked Oysters Old Bus Depot Markets - The Jewel of Canberra W-League: Canberra United vs Sydney FC Womens National Basketball League: University of Canberra Capitals vs West Coast Remembrance Day Feel it... then think it Portrait Learning Circle - James Morrison by Kerrie Lester and Don Burrows by Barie Walsh
07/11/2014 to 08/11/2014 08/11/2014 08/11/2014 to 30/11/2014 08/11/2014 09/11/2014 09/11/2014
National Portrait Gallery National Film and Sound Archive Theatrette Eddison Park Canberra Theatre, Civic Square Lerida Estate Winery Mount Majura Vineyard Old Bus Depot Markets Belconnen Soccer Club, McKellar Park
Australian Institute of Sport Arena
Australian War Memorial National Portrait Gallery
National Portrait Gallery
Lawrence Mooney is a Stupid Liar
Let all Men Sing! Scandalous Boy Unbridled Festival of Horses, Music & Food November Festival Polifemy perform olyphonic sacred music at the High Court Book Group Carlton Mid One Day International: Australia v South Africa National Folk Fellow Lecture Ned Kelly Under the Microscope: Solving the Forensic Mystery of Ned Kelly's Remains Lecture by Simon Winchester A Building for the Future Exhibition Talk Keepsakes: Australians and The Great War Keepsakes: Australians and The Great War Rick Astley - Together Forever Australian Baseball League: Canberra Cavalry vs Adelaide Bite Bite-sized Circus 2014 Proximity Government and Business Triathlon Melanie Horsnell Drawn In
15/11/2015 15/11/2014 to 23/11/2014 15/11/2014 16/11/2014
The Playhouse, Canberra Theatre Centre AIS Arena The Street Theatre Thoroughbred Park Acton Ferry Terminal High Court of Australia, Public Hall, Level 2 National Portrait Gallery
National Library of Australia
CSIRO Discover Centre
Manning Clarke Auditorium 1 National Portrait Gallery
National Library of Australia
26/11/2014 to 31/05/2015 26/11/2014
National Library of Australia Canberra Theatre, Civic Square
27/11/2014 to 30/11/2014
28/11/2014 to 07/11/2014 29/11/2014 29/11/2014 29/11/2014
Circus Big-top Westside Acton Park FACEBOOK.COM/AERIALCG The Street Theatre National Portrait Gallery
EVENTS 10 - CABBERRA TWENTY FIVE
OUT ABOUT NOVEMBER 2014
Md hossain TX89 @ Fleet Inspections
Sukh TX77 @ Fleet Inspection
Varinder Singh TX66 @ Fleet Inspection
Harpal Singh TX69 @ Fleet Inspection
Gurpreet TX499 @ Fleet Inspection
Maninder Sandhu TX42 @ Fleet Inspection
Prabh TX2 @ Fleet Inspection
Raj TX13 @ Fleet Inspection
Dennis TX88 @ Fleet Inspection
Krishan TX206 @ Fleet Inspection
Savang TX62 @ Fleet Inspection
Hardev TX85 @ Fleet Inspection
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14 - CABBERRA TWENTY FIVE
C MMEND Youssef Wazir Youssef, we have two commendations for you this month. From the Fleet Manager: “Youssef, on a recent inspection of Taxis at the Airport, where a number of Taxis were dirty your taxi as always was spotlessly clean. It’s a credit to you as a driver and an operator.” From the Canberra Airport: “Just some positive feedback regarding a nice cabbie this morning . Dane was mowing near the rank behind CP2 and needed to pick up some loose rubbish on the grass before mowing when the driver of TX 17 kindly got out and picked up the litter for Dane to let him start mowing . I think it deserves some recognition. He’s always polite and says hello when we see each other. One of the pleasant regular cabbies we have coming to service our patrons. A credit to Canberra Cabs.”
Md. Rubel Miah A message from your passenger Brenda: TX58 picked Kerry and myself up from the city yesterday, around about 12.30 and dropped us off back at Dickson...I then realised I left my notebook on the back seat. I called the call centre and they contacted the driver and he returned the notebook. I offered to pay him for his time but he declined and said that was ok. I did thank him very much, but would also appreciate it if you let him know that I have passed on his details and if it could be noted on his record of his excellent customer service.
Tu Hung Luc Message: I just wanted to give some positive feedback for the driver of taxi 169 who picked me up at the airport and dropped me to Totterdell Street today just before 11:30am. He helped me with my two heavy bags, the cab was very clean and smelt nice, he factored in the slippery roads and took extra care on the corners. He was very polite and a lovely welcome back to my hometown.
CABBERRA TWENTY FIVE- 15
ABLE DRIVERS Robert Sutherland Message from your customer: Taxi driver TX212 on night shift of 4/10/14 is really great at his job and such a good guy! I just wanted to provide this positive feedback as he was very professional and welcoming and knew the Canberra area well.
Jatinder Singh From the Call Centre: The Call Centre just wanted to say thank you for helping them out by covering a school run in a peak period.
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