7 February 2005 Press Release METROBUS TAKING ACTIONS TO ADDRESS PASSENGER COMPLAINTS The Johannesburg Metropolitan Bus Services (PTY) Ltd (Metrobus) has embarked on several initiatives to address complaints received from passengers recently. The complaints include overcrowding, late buses, breakdowns and bad driver attitude. Metrobus would like to re-assure passengers that they take their complaints very seriously and are taking steps to address these complaints. The following are initiatives that the company has taken to address the complaints: 1. Metrobus has started the process of analysing all our routes, looking at routes where the demand is high and routes where demand is low. The intention is to reschedule routes and in the process allocate sufficient buses in areas or routes with high demand. In areas where there is very low utilisation, say 3-10 passengers per 70 seater or 60-seater bus, alternative routes would be recommended to passengers. Consultation with unions is in progress as this may have some impact on drivers. . However, people will start seeing changes on a larger scale in March 2. The rescheduling of routes will be done in such a manner that it does not affect service delivery in all areas that the company is servicing. Alternative routes would be suggested in an event where there is an impact to passengers. However, such impact will be minimised. 3. In line with its commitment to always listen to their passengers, a platform where complaints can be forwarded and addressed has been established. Complaints can be forwarded to Metrobus via the Jo'Burg Connect Call centre number: 011-375 5555. The company has also put in place a toll free number to specifically deal with complaints regarding driver attitude, driver not giving tickets or change or any matter, which may be deemed as fraud. Passengers should report these by calling Tip Off Anonymous free number at 0800 00 48 26 or e-mail at mbus@tip-offs.com. 4. Metrobus has committed itself to always adhere to the schedule and the timetable. Even though there are various factors beyond Metrobus control that cause delays such as accidents, heavy traffic and robot failures, the company has set itself a target of 98% adherence to the schedule and timetable and is currently at 96%. 5. Metrobus technical department is currently undergoing major change including obtaining required resources to increase its efficiency. Metrobus would like to thank all their loyal passengers, scholars, pensioners, disabled people, adults, students and stakeholders for their continuing support. Besides these challenges we still believe that we offer a better service in comparison with other bus companies including other public transport modes. We assure our passengers that the current challenges are being addressed and would be resolved. End. Issued by: Mr Ayanda Vilakazi Acting Managing Director Tel:011- 403 4300 Fax: 011- 403 4349