We thank Ms Clara Chua Sieo Peng for her feedback ("Improve process to replace concession card"; Feb 19).
When a concession card is presented for replacement at our concession card replacement office (CCRO) and is still readable by a card reader, the remaining value will be immediately transferred to the new card.
As Ms Chua's child's concession card was corrupted, the card could not be read. Hence, a claim for refund had to be filed and the corrupted card sent back to TransitLink's headquarters for the refund to be processed.
As the infrastructure of a CCRO is different from that of a ticket office (TO), we are not able to replicate the full suite of the CCRO services at all TOs. To make it more convenient for our customers, TransitLink recently opened two new CCROs at Admiralty and Somerset MRT stations.
These are in addition to the six existing ones at Ang Mo Kio, Choa Chu Kang, Hougang, Jurong East and Pasir Ris bus interchanges, and Tiong Bahru MRT station. These CCROs are sited across different parts of the island where there is high commuter volume and they are easily accessible via public transport.
We will convert existing TOs or open new CCROs as the need arises. In addition, commuters can also apply to replace their concession cards without having to visit the CCRO via our website (www.transitlink.com.sg) or their smartphones using the TransitLink Mobile Services app.
With regard to Ms Chua's suggestion of crediting refunds directly into the commuter's bank account, we will be raising this with the relevant agencies for their review.
Corrine Ng (Ms)
Corporate and Marketing Communications
This article was first published on February 28, 2015.
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