Response to LGOIMA request 2025 112 30 April 2025
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Requested information:
“Specifically, I request the following information. Unless otherwise specified, for continuous data (such as logs and complaints), I request information from January 1, 2025, up to at least the date of receipt of this request (March 29, 2025)
1. Internal Communications
a. Any internal emails, messages, or other communications between Metlink support staff and management regarding my support request about Snapper kiosks not functioning (case no. 311271).
b. Any internal communications discussing Snapper kiosk functionality issues within the specified date range.
2. System Status & Maintenance Reports
a. Any system logs, reports, or records indicating whether Snapper kiosks were functional for each date in the range specified above.
3. Policy on Fees & Top-ups
a. Any Metlink or GWRC policies or internal guidelines regarding the imposition of credit card fees for Snapper top-ups via the mobile app, including in cases where kiosks are non-functional, if such a policy exists.
b. Any correspondence between GWRC and Snapper concerning the implementation of these fees.
4. Customer Complaints & Reports
a. The number of customer complaints received about Snapper kiosks being inoperable within the specified date range.
b. Any reports, summaries, or internal discussions about these complaints.
5. Metlink’s Response Process
a. Any internal guidelines or policies on how Metlink support staff are instructed to handle complaints about Snapper kiosk functionality.
b. Any internal discussions on whether Metlink publicly acknowledges or denies issues with Snapper kiosks.”