ISSUE #26 DEC14/JAN 15
NEW POINTS SYSTEM
DECEMBER/JANUARY NEWS | PG. 04
OUT & ABOUT CABBIES BREAKFAST | PG. 14
COMMENDABLE DRIVERS DECEMBER/JANUARY | PG. 18
CANBERRA TAXI INDUSTRY ASSOCIATION DECEMBER NEWS | PG. 08
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 #26 DEC 14/ JAN 15
I find a need to set the record in balance and counter what has become a prejudicial view of taxi fares. The prejudicial view – taxi fares are too high and there should be more discounting. The counter to this misinformed view is provided by an informed understanding of how taxi fares are set and approved by the Minister under taxi regulations. But before coming to my point of balance I would like to raise the query – Is it effective to have regulations set minimums for wages and maximums for regulated prices? For example there is a minimum hourly wage (FWA) but a maximum taxi fare and maximum service fee. It is legal to pay staff more than the minimum basic wage but it is illegal for a small business to charge more than the maximum regulated price (fare, service charge). Paying staff more than the minimum builds loyalty and performance. Forcing prices below the maximum has the reverse effect and does not reward great service. So the answer to my query is – No it is not effective. This leads to the key aspect of my counter. The maximum taxi fare is set using a rigorous process called the TCCI (Taxi Cost Composite Index). ICRC – (Independent Competition Regulatory Commission) set the TCCI over ten years ago in Canberra. It is a model adopted by other state governments in Australia. It is a complex model that assesses all costs associated with running a taxi business and sets a fare increase or decrease that keeps fares at the minimum point of viability for the taxi owner. The driver’s costs is set within the fare taking numbers set by the industrial relations system. At no point in the TCCI process is there allowed any component for profitability. So taxi fares are set and controlled to give the minimum price to allow a taxi to be viable, and this price is the legal maximum.
So how can a taxi operator offer discounts when he knows the maximum fare is the price needed to stay viable? The counter to this – do more work doesn’t make sense in a taxi market where there is an over supply of cars on the road. Another prejudicial message loudly heard in Victoria and Western Australia is the cost impact of plate leasing fees and how the removal of these charges would make taxi fares cheaper. In the ACT, the ACT Government own and set the lease fees for one in every three taxis on the road. The ACT Government lease fees have not changed “ever” and are not indexed to inflation. So there is no rational argument to claim or prove that plate leasing fees can or do affect taxi prices in Canberra. One last point in restoring the balance Beware the growth of undisclosed Fees! The taxi industry cannot add extra charges, everything has to be on the meter and the meter must be used on every job. But others, those not subject to taxi accreditation rules, can charge other fees particularly undisclosed fees that just appear at the end of a trip most often on the credit card statement. This message is a loud warning coming from overseas markets where taxi regulation is weak. Lets hope Australia does not make the same silly mistakes in our quest for more innovation. Prejudice is a horrible thing – Why is it directed so firmly against the small business taxi owner? Our fear is that its aim is to remove or weaken regulation to allow windfall gains from undisclosed fees. Only time will tell. This taxi industry in the interim will continue to provide great service – which you do.
NEW POINTS SYSTEM
ACT TAXI INDUSTRY
MEET THE DRIVER
DANCING FOR THE GODS
For any enquiries regarding the CabBerra magazine, please give us a call on 02 6126 1696 or email us at marketing@ aerialcapitalgroup.com.au
WISHING YOU THE JOY OF FAMILY, THE GIFT OF FRIENDS & THE BEST OF EVERYTHING FOR THE NEW YEAR
02 - CABBERRA TWENTY-SIX
As we arrive at the final month of the year for 2014 it’s hard to believe that another year has passed us by. It’s been a very interesting year for everyone involved in the Taxi Industry. In this edition of the Fleet news we will continue the discussion about customer service, touch on Taxi livery, reflect on 2014 and say goodbye to a long serving team member. In last month’s Fleet news we focused on drivers getting out of the Taxi and offering assistance to customers on ranks. Aerial would like to say well done to the vast majority of drivers that have been jumping out of their taxis to assist their customers. For this edition of Fleet News we want to talk about headphones. Aerial has noticed the vast majority of drivers are now using a smart phone as their personal mobile phone. We have also noticed that some drivers are also making use of the headphones which come as an accessory to these smart phones. Recently many customers have reported travelling in Taxis with drivers that have headphones in their ears throughout the hiring. Aerial has been deeply concerned by the increase in the amount of complaints from customers regarding this matter. We would like to make sure that all drivers are aware that as a Taxi network we are 100% against drivers wearing headphones in their ears when driving with customers in the Taxi. It says to the customer that you are not
NEWS interested in listening to any request they may have. It encourages drivers to receive and make personal phone calls whilst travelling with paying customers on board. All round its poor customer service. Members of the Aerial team will be focusing on this problem over the next month. Remember Aerial is always looking to reward drivers for good customer service. Moving on now to the new Taxi number livery for Taxis on the Aerial network. In recent weeks you would have noticed many taxis with new front guard livery. Taxi number livery is being placed on the front guards of all taxis in the Canberra Elite and Silver Service fleets. This is in line with the promotion of the new Book & Track smart phone application that started earlier this year and is designed to assist customers in identifying the taxi when it arrives at the pickup point. We are also putting an effort into having taxis with damaged taxi stickers on their dome lights replaced. So please check your taxis to make sure the taxi stickers on your dome lights are up to scratch. Taxi stickers are on sale at the base for $4.00. Silver Service operators are reminded that all Silver Service Taxis must have Silver Service stickers on their dome lights. Please note that stickers are required on both the front and back of the dome light. Silver Service stickers are on sale at the base for $11.00.
As this is the last Fleet news for 2014 we should reflect on the key moments of 2014 from a fleet point of view. Let’s start with one of the biggest changes which was the introduction of GPS dispatch during parliamentary sitting weeks. This was definitely one of the most topical changes to the MTData dispatch process in many years. At the same time Aerial introduced seven new areas to the MTData system in 2014. This was done to reduce the pickup times for customers and the travel time between jobs for drivers. There was also a change to the job offer settings which now means that drivers can see the pickup suburb on the job offer screen before accepting the booking. Away from the MtData system Aerial focused a lot of attention on driver customer service and enforcement of the Aerial By-laws. Improvement in these two areas will be a major factor of our plans for 2015. Unfortunately Michael Clare the Aerial trainer will not be with the Aerial team in 2015. Michael will be heading north to the Sunshine State to be closer to his family. As Michael’s Manager for the past 12 months I for one am very sad to be saying goodbye to one of our most valuable team members. I speak for our entire team when I thank him for his hard work as the Aerial trainer and his many years of hard work in the Call Centre. Aerial knows many drivers who received training from him in the school have had nothing but praise of his performance as trainer and will be sad to see him go as well. We are sure that everyone in the industry will join us in wishing him good luck in his future endeavours. In wrapping up the final installment of Fleet News for 2014 we would like to wish all Operators and Drivers a Merry Christmas and Happy New Year. Hopefully all drivers will have plenty of customers as we run into the Christmas break. Stay safe and we will see you on a rank in 2015!
TRAINING ROOM service skills. With people who are under the influence of alcohol, please pay extra attention to your safety.
Hello All, I believe that this issue of CabBerra will cover both December and January, which can present drivers with two extremes on the types of shifts they can expect.
Be aware of what is going on in your car and do all that you can to avoid any misunderstandings and confrontation.
The drivers that have been driving for a while would likely already be aware of the issues so this article is aimed more at the newer drivers, mostly my students from the past year.
January usually presents itself with an altogether different problem for drivers. A large number of people leave Canberra during this time and quite often you will not make as much money as you would like to for a shift. Be prepared for this and if you do have some good shifts during the festive season put some money aside for the quiet time.
In the lead up to Christmas and up until the New Yearâ€˜s Eve celebrations I would hope that you will have some pretty good shifts, with people going to Christmas parties and having a good time. When I say a good time, a lot of your customers will be under the influence of alcohol. In this festive season, please make sure that you continue to display great customer
There are some opportunities for good shifts during January with some major events happening in Canberra, with Summernats, at the Canberra Stadium
CABBERRA TWENTY-SIX- 03
for the Asian Cup and the Prime Ministers XI cricket game at Manuka Oval. Make yourselves aware of what is happening in town and be where the work is most likely to be. On a side note, I will be leaving Canberra around Christmas time. I have been involved in the taxi industry here for nearly 13 years and in that time I have met a lot of awesome people. To all the great people I have met and worked with, drivers, students and the staff at the base, I wish you all the best and I will miss you. Take care of yourselves and each other.
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04 - CABBERRA TWENTY-SIX
INTRODUCING DRIVER REWARDS FOR EXCELLENCE Over the last year many of you would have noticed rising and falling points on your MTData screen. Many of you might have been wondering what this is. Aerial Capital Group has been trialing the implementation of a points system to form part of our driver rewards program. This program aims to highlight the importance of good customer service, show what good customer service is, and to reward the drivers that provide it. Remember: If you provide good service, people remember taking a taxi as a pleasurable experience and will make you their first choice when they need transport. Good customer service is the core of your business. How the Rewards Program will work: Driver Rewards will be separated into 3 groups • Points and Average Pickup Times • Ambassador drivers • Driver of the Year POINTS
The Fleet Department is on the look out for exemplary service. Commendations from customers will also be taken into account.
All rewarded drivers will be announced in the CabBerra Magazine and over MTData.
As well as looking for drivers providing exceptional service, the Fleet Department is also focused on encouraging all drivers to get out of their vehicles to assist passengers. Make sure you are doing the right thing by assisting your passengers with their groceries or luggage. 4 drivers a month will be selected and rewarded. DRIVER OF THE YEAR On the 1st of December 2015, one driver will be selected based on his or her good service. This driver will be selected based on consistent attention to good customer service; a good disciplinary record; and/or commendable behavior.
How to get Points: Pickup within 6 minutes = plus 1 point
Reject a job = minus 1 point
For Points and Average Pickup Times: A new CTIA work shirt or a $20 Woolworths Gift Card depending on availability. The highest points scorer will be entitled to a choice between the 2 options
Recall a job = minus 1 point At the end of every month, each driver’s points will be assessed for a possible reward and then zeroed for the following month. To make it as fair as possible, the drivers will be allocated into 4 groups according to number of hours worked. From these 4 groups, the top 3 points scorers will be offered a reward. Recent disciplinary record will also be taken into account.
Ambassadors: A new CTIA work shirt or a $20 Woolworths Gift Card depending on availability. The highest points scorer will be entitled to a choice between the 2 options. All will receive an Ambassador Armband.
EXISTING POINTS ALREADY ACCUMULATED? Many of you have already worked hard to watch your points rise while we have been testing the points acquisition process. The top 12 points scorers, with no serious disciplinary actions against them will receive either a CTIA shirt or a $20 Woolworths gift card, with the highest 6 scorers receiving first option. CUSTOMER SERVICE FACTS THAT WILL BLOW YOUR MIND • 81% of consumers are more likely to give a company repeated business after good service. • A 5% increase in customer retention increases profits up to 125%. • On average, loyal customers are worth up to 10 times as much as their first purchase. • 9 out of 10 consumers expect to receive a consistent experience over multiple contact channels • People tell an average of 9 people about a good experience and 16 about a bad one. See more at: http://www.desk.com/ customer-service/facts#sthash.kvnlaLuA. o0vRfVFb.dpuf
Make sure you all do your bit to make taxis The Driver of the Year: A trophy, the first choice for transport in Canberra. Ambassador Armband and dinner for 2 with return transport at a notable Canberra
SPREAD THE WORD GET A TAXI FAST
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Let Your Customer Know How To Easily Book A Cab With New Car Headrest Covers ‘Book & Track’ headrest covers are currently being distributed amongst the fleet. Make sure your car has a pair. Available for pickup from Reception. The headrest covers will also be distributed at the Airport and Fleet Inspections. It will be a requirement at your next fleet inspection that your car is wearing ‘Book & Track’ headrest covers. Visit canberraelite.com.au on your mobile and check out the fast taxi booking web app.
YOUR WORK IS GOING TO FILL A LARGE PART OF YOUR LIFE, AND THE ONLY WAY TO BE TRULY SATISFIED IS TO DO WHAT YOU BELIEVE IS GREAT WORK. - STEVE JOBS
Meet Ashok Chhabra In 2006 I migrated to Australia. There are
So I was a bit upset. I did have my job in a
new challenges and problems that everyone
factory as a machine operator, which helped
faces when they move to another place but
me to pay my bills and other expenses.
this is another country. Different people,
I went back to India in 2007 after 6 months
different culture, different traffic rules,
in Sydney. I got married and came back to
language barriers and much more - It would
Sydney but I didn’t like it so much. I planned
be endless to explain further.
to move to Canberra, as it is more like
I remember my first day in Sydney. It was
Chandigarh where I lived for 3 years before I
like where I had come from but it was really
came to Sydney.
different - the people; the roads; the traffic
In 2008, I got my Taxi plate TX479 the
lights; the 3 lanes of traffic. I felt that a
Tarago, followed by another 2 Queanbeyan
passing truck would run over our car as we
Elite TC3887, TC3007 and finally TX497. I
drove to my relative’s house.
have been an operator for over 5 or so years.
I can never forget my first flight on the
I loved being a Taxi Operator and enjoyed
way here. We were flying Malaysia Airlines
driving taxis a lot.
from Delhi to Malaysia. Many enquiries were
I worked mostly at the Airport, as it was a
made at Delhi airport: “Why are you going
great place to interact with new drivers and
to Australia?”, “Who do you know that
gossip and lots more. I have fond memories
already lives in Australia?”, “What will you
of a time after 8pm at the Airport in the
be doing?”, “Where will you live?”, “What is
summer, under the sky sitting outside with a
your address in India?”, “What is your father
few mates. I also fondly remember the days
Have you done enough research?
of Multiple Hiring in the Tarago and even in
Have you arranged to insure the
I finally got on the plane and the real journey
the Sedan, making $100 or more in just one
started. The plane was about to fly and we
trip to the city.
were asked to put on our belts and switch
In 2009-2011, we were registered Immigration
our mobiles off. Turning off the mobile was
Agents (MARA) and traded our Business
OK but doing up the Belt? I had no idea as it
as “GOOD ONE MIGRATION SERVICES”
was my first ever flight. I kept watching the
specializing in Student visas. In 2011, I started
fellow sitting beside me and he was watching
working with ACTION busses and found yet
me. We met halfway and finally figured it
another dynamic. Later in 2012, I started
out. Hurray! Drinks were offered, followed by
working as a Finance Broker specializing in
dinner but that was another challenge. What
Home loans and Car loans. I currently operate
The list can be endless. At LOAN APPROACH,
to eat? No daal, No parontha. I believe I had
as LOAN APPROACH.
we provide free advice and free service to
rice and chicken because everything else
Here are some tips to buying or selling an
find the right product from over 14 Lenders
went over my head.
on our panel, which includes all the big banks
After being in Australia for a while, I finished
Have you prepared a budget?
and Non-conforming lenders. My job is to
my security course and found a job in a
Will mortgage insurance be payable?
arrange pre-approval and help you till you
Hi-Fi store. I worked there for 3 months. I
Have you worked out your property
move into your property. Whether you need
help with the solicitor or real estate agent or
Are you eligible for a rebate on the
any other issue, you only need to talk to me.
did receive money for the first 3 weeks then nothing came in as it was cash in hand only.
stamp duty you paid on your property?
structure once it is yours? •
Have you checked the Inclusion list if you are building your house?
Have you checked your eligibility as a first home buyer?
Have you checked the positives and negative of a Fixed Interest rate?
Have you checked your borrowing capacity before you make a deposit?
My job is never ending. If you have any problem with your current lender, I can solve it or if you would like to change your current lender, just let me know. We also could arrange refinance. We aren’t just about getting you in your home; we are about quality of service and building a strong relationship with you and your family. FACEBOOK.COM/AERIALCG
08 - CABBERRA TWENTY-SIX
RIDE SHARE SERVICES Some readers may feel that they would rather read about something else instead of Uber X, and other illegal passenger transport services, called Ride Share Services by their proponents. It would be nice not to feel obliged to write about such services, but it is important for the future of the taxi industry that the destructive potential of RSS is understood and addressed. RSS do not provide special services for
people with disabilities. They do not provide a service for cash only customers. So any impact they have on a taxi driver is on his/her account work, a large part of his takings. On the other hand, an RSS driver has access to only a part of a taxi drivers takings, the account work. So how is he/ she going to make enough money to survive? Any inroads made by RSS drivers into
the taxi industry will tend to cripple the already fragile taxi industry and create a number of poorly paid illegal drivers. But do not worry. The ride share companies like Uber X and Lift will always get their 20-25% plus more of the take and send it back to the US. Below is a Comment/Response table relating to the realities of ride share services.
RSS drivers can make more money than taxi drivers
• RSS work is an illegal activity. drivers are being encouraged to break the law (and are being fined when caught). • Not if the fare is 30-50% cheaper than a taxi fare. if the RSS fare is 30% cheaper and the RSS skims off 20-25% the driver receives only 47-52% of a taxi fare for a trip and has to pay his own car expenses. • RSS drivers are not covered by workers compensation insurance • Their car insurance is inadequate for commercial passenger transport and makes the drivers vulnerable to crippling insurance claims.
RSS companies are backed by Big Money and use the latest technology
• RSS profits go home to America and its technology is no better than Canberra Elite’s (promote the Book & Track service)
Passengers pay less money in an RSS car.
• They may pay less in quiet times, but in busy times they can pay up to ten times the normal fare
RSS companies provide a very quick service
• No more quickly than Canberra Elite service, especially if the trip is booked through Canberra Elite’s Book and Track app or through the internet
RSS companies ensure the use of modern well presented cars
• RSS vehicles may be up to ten years old and may never have undergone a government inspection. Canberra Elite Taxis are no more than six years old and undergo a government inspection once a year and a company inspection every three months.
RSS drivers are subject to passenger assessment
• Taxi drivers are required to be fully trained in all aspects of taxi service delivery and to undergo a medical examination, an English language course, and are also subject to passenger assessment
CABBERRA TWENTY-SIX- 09
RSS companies provide much needed competition
• An RSS company does not work in a competitive atmosphere. • They pay no regard to laws that inhibit its competitors. Taxis are part of public transport and for the good of the public the operators and networks are required to meet stringent safety regulations including adequate third party insurance, 6 year age limits on vehicles, annual inspections, fully trained drivers who have undergone a police clearance check, in-car security cameras and alarm systems, and to provide monthly performance statistics. • RSS companies display no concern to provide for people with disabilities, or the frail and elderly. • RSS companies are not interested in competition; but only in a parasitical, no care, no responsibility approach to a vital part of public transport; and do not care who gets bled dry as they skim off their 20-25% plus undisclosed costs.
Taxi companies take their drivers and customers for granted
• Australian taxi companies have been world leaders in the use of technology to improve services. • Before it was compulsory, Canberra Elite was the first taxi group in Australia to install security cameras in its fleet for the safety of its drivers and passengers. • Canberra Elite provides a large range of services for taxi operators and drivers.
DRIVERS’ REUNION On Saturday November 9, a re-union of past and present taxi drivers was held at the Tradies Club in Dickson. It was organised by Peter Sillis and Alex McKeough and was a great event for the thirty or more who attended. Some of the attendees would be described as representing the cream of the taxi industry; others would be described as the real characters. Several current drivers attended as well. Congratulations Peter & Alex. Thanks to Peter and Lyn Sands for the photograph FACEBOOK.COM/AERIALCG
10 - CABBERRA TWENTY-SIX
Sumandeep Dhillon Meet the Driver section is proudly sponsored by Waves Carwash. The interviewee receives up to $102 worth of carwash services.
How many years of experience as a taxi driver and how are you finding it? I first started in 2007 while I was studying in Melbourne. I only started becoming an operator after moving to Canberra in 2009. It has been a breeze for me, this job offers the part-time requirement I had, which gives me the flexibility to study and work when I am able to. Just like many other drivers, I enjoy it as I don’t feel like I have a boss micromanaging me and my motivation is to get more income; driving ticks all the boxes. What do you love about your job? With taxi driving I meet new people everyday, which keeps it exciting. I also have been blessed by meeting many valuable contacts through driving. I met a gentleman who offered me a job and later sponsored me to get my Australian permanent residency. With the construction business that I own, many of the relationships I have with sub-contractors at the moment, all started through taxi driving. I only drive on weekends or Mondays but I don’t do full-time as I have other business commitments. Not only does it help to cover my expenses, but having my own business also means that I get to work at my own pace. What has changed in the industry since you first started? The technology has improved and made it
easier for drivers. In 2012 and 2013 we went through quite a rough period as it was hard to get customers but I am glad that this year is looking much better for us. Just like any business, there are always ups and downs but we need to persevere. Being in the business as an operator, we have to be prepared of all possibilities. Every business is like that; if it was easy everyone will run his or her own business. What is your advice to new taxi drivers? All drivers should follow industry standards. Cleanliness, basic hygiene and customer service is so important to build a good reputation for the drivers and the industry as a whole. Drivers who do not use the meter should start following the rules as it is not only bad for the business but could also be detrimental for them in terms of safety and regulations. I am grateful that most drivers who drive for me are honest, loyal and law abiding. Another advice is to always have taxis they drive meeting the required standards and to always take note of any damages after a shift to avoid confusion and dispute. I find that this issue has caused a lot of difficulty amongst drivers and also the operators. The best is to avoid these difficulties all together by following the right procedures.
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In my experience, taxi training has taught me so many valuable aspects of this job. From taking note and practicing them, I have benefitted a lot. Lastly, don’t chase after runners as it is not worth the risk of getting hurt. I know that some drivers feel like they’re missing out on the fares, but we also meet so many good customers that would tip us. That in the end, would balance out our income. Every one of us needs to work together to change the bad perception people have about the drivers and we are responsible to make that change.
CANBERRA ONLY nga.gov.au
FROM 13 DECEMBER BOOKINGS ESSENTIAL:
or 1300 795 012
James Turrell Sight unseen 2013 Ganzfeld: LED light Villa e Collezione Panza, Varese (Italy) © James Turrell photograph © Florian Holzherr PRESENTING PARTNERS
12 - CABBERRA TWENTY-SIX
EVENT 2014 ACT Disability Services Commissioner's Film Festival The Waifs National Softball Festival 2015 in Canberra December 2014 Sanctuary Twilight Tour Eco Elves Christmas Market Carols by Barrels Handmade Market Christmas 2014 World of Cricket, from the Bradman Museum at Canberra Museum and Gallery Canberra United vs Perth Glory Movie Extra Tropfest 2013 Variety Santa Fun Run University of Canberra Capitals vs Melbourne
DATE AND TIME
04/12/2014 5/12/2014 to 26/12/2015 05/12/2014 05/12/2014 06/12/2014 06/12/2014 to 07/12/2014
Canberra Theatre, Civic Square Hawker International Softball Centre Mulligans Flat Woodlands Sanctuary Canberra Environment Centre Four Winds Vineyard The National Convention Centre
06/12/2014 TO 15/03/2015
Canberra Museum and Gallery
06/12/2014 07/12/2014 07/12/2014 07/12/2014
Vikings Park Stage 88 Westside @ Acton Park Tuggeranong Stadium High Court of Australia, Public Hall, level 2 Canberra Theatre Canberra Theatre Narrabundah Ballpark Canberra Theatre Canberra Rex Hotel Hotel Realm Australian Institute of Sport Arena National Gallery of Australia Thoroughbred Park Canberra Theatre Stage 88 Village Centre, National Arboretum Canberra Ainslie All Saints High Court of Australia, Public Hall, level 2 Narrabundah Ballpark Civic Square and Garema Place
Worldly Goods performing at the High Court
Joan Armatrading The Wiggles Big Show Canberra Cavalry vs Melbourne Aces Beauty and the Beast Faulty Towers... The Dining Experience Night Market Canberra University of Canberra Capitals vs Townsville James Turrell: A Retrospective December Xmas Party Race Day Justine Clark - I am a band 69th Carols by Candlelight
09/12/2014 09/12/2014 to 10/12/2014 11/12/2014 to 14/12/2014 12/12/2014 12/12/2014 to 13/12/2014 12/12/2014 12/12/2014 13/12/2014 to 8/06/2015 14/12/2014 14/12/2014 17/12/2014
Christmas Carol Ball
Special Christmas Concert at the High Court
Canberra Cavalry vs Adelaide Bite December Match New Year's Eve in the City
27/12/2014 to 29/12/2014 31/12/2014 to 01/12/2015
CABBERRA TWENTY-SIX- 13
DATE AND TIME
Summernats Car Festival
01/01/2015 to 04/01/2015
2015 Summer Sounds Concert Series
04/01/2015 to 26/01/2015
Exhibition Park in Canberra Australian National Botanic Gardens Eucalypt Lawn
University of Canberra Capitals vs Dandenong January Match Canberra Cavalry vs Brisbane Bandits University of Canberra Capitals vs West Coast January Match AFC Asian Cup Australia 2015 Charlie and Lola's extremely new play Korea Republic v Oman: AFC Asian Cup Australia 2015 UAE v Qatar: AFC Asian Cup Australia 2015 Disney Live! presents Three Classic Fairy Tales Kuwait v Korea Republic: AFC Asian Cup Australia 2015 Prime Minister's XI vs England Canberra Cavalry vs Perth Heat Bahrain v UAE: AFC Asian Cup Australia 2015 University of Canberra Capitals vs Sydney Uni January Match Ben & Jerry's Openair Cinema Canberra China PR v DPR Korea: AFC Asian Cup Australia 2015 Iraq v Palestine: AFC Asian Cup Australia 2015 AFC Asian Cup Australia 2015 Quarter Final Bidvest Race Day Giggle and Hoot and Friends Australia Celebrates Live Australia Day Fireworks Spectacular Australia Day in the Park Horrible Histories - Barmy Britain KFC T20 Big Bash League Final University of Canberra Capitals vs Adelaide WNBL Duo Classic 50km
Australian Institute of Sport Arena
08/01/2015 to 11/01/2015
Australian Institute of Sport Arena
10/01/2015 to 23/01/2015 10/01/2015 to 11/01/2015 10/01/2015 11/01/2015 13/01/2015 13/01/2015 14/01/2015 15/01/2015 to 18/01/2015 15/01/2015
Canberra Stadium Canberra Theatre Canberra Stadium Canberra Stadium Australian Institute of Sport Arena Canberra Stadium Manuka Oval Narrabundah Ballpark Canberra Stadium
Australian Institute of Sport Arena
18/01/2015 to 22/02/2015 18/01/2015 20/01/2015 23/01/2015 23/01/2015 24/01/2015 to 25/01/2015 25/01/2015 26/01/2015 26/01/2015 27/01/2015 to 28/01/2015 28/01/2015 30/01/2015 31/01/2015
Commonwealth Park Canberra Stadium Canberra Stadium Canberra Stadium Thoroughbred Park Canberra Theatre Federation Mall Lake Burley Griffin Central Basin Stage 88 Canberra Theatre Centre Manuka Oval Australian Institute of Sport Arena Sparrow Hill & East Kowen Forest
THE CTIA WISHES A HAPPY CHRISTMAS TO ALL TAXI DRIVERS AND OPERATORS AND OTHERS WHO ARE ASSOCIATED WITH THE CANBERRA TAXI INDUSTRY.Â WE HOPE THAT 2015 BRINGS GOOD HEALTH, PEACE AND CONTENTMENT TO ALL.
EVENTS 14 - CABBERRA TWENTY-SIX
Rubel TX58 & San TX15 @ Cabbies Breakfast
Gurpreet Singh TX44 Kashmir Singh TX8 @ Cabbies Breakfast
Chandra Mohan TX429 Garry Kangket TX129, Long TX208, San TX15 @ Cabbies Breakfast
Chris TX212 @ Cabbies Breakfast
Jatinder TX55, Harpreet TX46 @ Cabbies Breakfast
Gurtej TX120, Amar TX41 @ Cabbies Breakfast
Cuong TX31@ Cabbies Breakfast
Jeet TX101, Michael Salmon @ Cabbies Breakfast
Satish Kumar TX152 @ Cabbies Breakfast
Dhaliwal TX460 @ Cabbies Breakfast
Mayen TX117, Jason Sheilds @ Cabbies Breakfast
Luis TX84, Michelle @ Cabbies Breakfast
CABBERRA TWENTY-SIX- 15
OUT ABOUT DECEMBER 2014/ JANUARY 2015
Mohammad TX122, Mayen TX117 @ Cabbies Breakfast
Gurinder TX202 @ Cabbies Breakfast
Jason, Dushan @ Cabbies Breakfast
Rajbir Singh TX102 @ Cabbies Breakfast
Tim TX169 @ Cabbies Breakfast
Gurdev Singh TX147 @ Cabbies Breakfast
Manjid TX166, Sarwar TX182, Mr Singh @ Cabbies Breakfast
Arif TX43 @ Cabbies Breakfast
Sonny TX176 @ Cabbies Breakfast
Ern TX187 @ Cabbies Breakfast
Iqbal TX216 @ Cabbies Breakfast
Aamir TX413 @ Cabbies Breakfast
OPEN 7 DAYS 10am - 6pm CANBERRA’S ONE-STOP RETAIL DESTINATION
Canberra’s only outlet centre is located in the heart of Fyshwick on the corner of Newcastle Street and Canberra Avenue.
Subway Offer: Free meal deal! Receive 600ml Coke variety and two cookies with any sub purchased.
Genki Sushi Offer: 10% off everything, everyday!
Terms & Conditions
Terms & Conditions
Not to be used in conjunction with VIP offers.
Not to be used in conjunction with VIP offers.
Only valid at Subway, Canberra Outlet Centre.
Only valid at Genki Sushi, Canberra Outlet Centre.
- VALID ONE TIME ONLY -
- VALID ONE TIME ONLY -
The Coffee Club Offer: 10% off all purchases. Terms & Conditions Not to be used in conjunction with VIP offers or on public holidays or with any other offer. Only valid at The Coffee Club, Canberra Outlet Centre. - VALID ONE TIME ONLY -
18 - CABBERRA TWENTY-SIX
TAKAYA SHIBUTARE From the airport commissionaire Customer Service at the Canberra Airport: “He is so reliable, he is always straight out of the Taxi at the boot assisting the customers in anyway they need. Sets an example for how it should be done”.
Mohit Thakur Your Taxi is always presented in such a professional way and your great customer service is a credit to you as an operator and Driver.
Kevin James Graham From the Call centre “I required a capsule job to be covered, preferably a wagon as well. When I did a group locate, I only had 1 on the road, and he was busy with a family matter at the time the car was required. Contacted the operator in TX903 to see if she could do it, and was told t that Kevin would be in the car for the afternoon shift, but was not starting until 1520. Took a chance and called Kevin, who was more than happy to start earlier so he could cover the job. When I thanked him he said “This is what it is all about, providing a service “
Passenger rang the Call Centre to say the driver was courteous and helpful and he was very happy with the service.
The other day a Silver Service driver picked me up on my way out to a function. He was such a lovely gentleman. He said he’d been driving for 15 years and you could certainly tell from his level of service and professionalism. He is true asset to your company.
From the Call Centre: “Driver went out of his way to help the passenger and also the dispatcher. Very, Very commendable driver.”
From the airport commissionaire: “Always gets out to offer great customer service to his customers at the Airport Rank.”
CABBERRA TWENTY-SIX- 19
Danish Rashid Is always very helpful in communicating the public’s requirement for taxis back to the radio room. This is of great assistance in helping customers get picked up promptly and for other taxis to know where the work is.
Mayen Uddin From the Call centre “A member of the public didn’t realise she had left her bag and phone in TX117 for several hours after she had travelled. She then rang her phone and the driver answered and advised he had her property. The driver delivered the handbag immediately and the lady was thrilled at the level of service and pleasant nature of the driver. The driver delivered the bag and phone at no cost to the customer”.
Aamir Your passenger called and wanted to thank you for your assistance with transporting her elderly father. He left his wallet in the car and you took the time and effort to drive from the other side of town to return it promptly.
20 - CABBERRA TWENTY-SIX
NOW THAT’S SERVICE!
By John Hutchinson For Mailonline Published: 18 November 2014 SOURCE: www.dailymail.co.uk A taxi driver travelled all the way to Amsterdam after accidentally breaking a souvenir that one of his passengers brought back from their holiday. Cabbie Kevin Gregg, 52, travelled 450 miles from Newcastle to the Dutch capital in pursuit of the irreparable windmill ornament for customer Hazel Lindley. He was under strict instructions from East Coast Taxis’ managing director Paul Irwin who, after hearing what had happened, delivered an outstanding display of customer service. ‘I heard the crack as I put something down on top of her bag and I immediately felt sick as I didn’t know what it was’, Kevin said. ‘Hazel said she would just glue it but it stayed on my mind for the next few days. ‘I was shocked at first as no taxi company ever does this but I was over the moon when Paul told me I could go and find a replacement, it was unbelievable.
‘It was a bit scary at first as I kept thinking what if I can’t find it or what if the market is closed.
managing director Paul Irwin heard about the accidental damage caused he decided to put things right.
‘Luckily, I found it quite quickly, I got off the bus and bought a map and although it was on an awkward street, I asked a passer by who spoke English and found it.
He said: ‘With more than 200 taxis on the road carrying 70,000 passengers every week, we do expect the odd mishap but at EastCoast we like to look after our customers.
‘I couldn’t believe it was that easy, especially as the picture Paul had given me was in black and white! ‘Once I had it, I guarded it more than I would guard my own kids!’
‘We know that the souvenir windmill wasn’t expensive but the fact is that Hazel couldn’t get a replacement anywhere other than Amsterdam and that was the challenge.’
Pensioner Hazel, who lives at Felton, near Morpeth, Northumberland, said: ‘They really made my day.
Kevin, of North Parade, Whitley Bay, was ‘over the moon’ that he was able to successfully replace the ornament.
‘I couldn’t believe the level of customer service they have shown. I’m sure other firms would simply have apologised and left it at that.’
‘When I saw Hazel, we just cuddled, she reminded me of my nana, she kept apologising for the hassle she thought she had caused.
She was returning from a short break in Amsterdam when her taxi driver packed the car and inadvertently placed a heavy item onto a bag containing a wooden souvenir windmill. The windmill was damaged beyond repair leaving Hazel upset and the taxi driver embarrassed and apologetic.
‘I’m just delighted that I was able to get her a replacement, but I don’t want anything to break in my taxi again. ‘Unless I have to go to America! Just kidding,’ he added.
When Tyneside based EastCoast Taxis’
By Leah White
“This is not a common event,” he said.
Published: 24th November 2014
“The actions of the taxi driver and the police are to be commended.”
About 1.40am, Casino police noticed a white Daihatsu Charade travelling speeding at Casino and gave chase.
SOURCE: www.northernstar.com.au The intervention of a taxi driver and quick action by police have been credited with saving the life of an 18-year-old girl who was repeatedly stabbed at Lismore. A 22-year-old Casino man, Joseph Carter, this morning face court charged with attempted murder over the Keen Street stabbing. Carter is alleged to have fled the scene following the intervention of a taxi driver early Saturday and was arrested after a police pursuit at Casino a short time later. Richmond LAC Acting Inspector Mat Johnson said the quick response of the officers on duty kept the young woman alive and caught the man allegedly responsible just over 20 minutes later.
Police said officers were called to Lismore City Hall about 1.25am on Saturday after reports of an injured woman in a taxi. The taxi driver told police he saw the woman being assaulted by a man and intervened. When police arrived, they found the 18-yearold woman with multiple stab wounds to her head and upper body. Officers commandeered the taxi and drove the woman to hospital where she underwent emergency surgery. Fortunately, the male taxi driver was not hurt as a result of his rescue. Richmond LAC Acting Inspector Mat Johnson said the man involved in the alleged attack drove from the scene after the cabbie’s
The pursuit ended when the Charade hit a roundabout at the intersection of Centre and Hare Streets and caught fire. The driver ran from the scene and was arrested after a short foot chase. A knife was found in the Charade and would be forensically examined, Insp Johnson said. A 22-year-old man was arrested and was taken to Casino Police Station. Joseph Carter was refused bail in Lismore Local Court on Sunday and will appear today charged with attempted murder and malicious intent causing serious bodily harm The 18-year-old woman was transferred to the Gold Coast Hospital yesterday.
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