By Maddie Smith and Alison Kennelly
Ask any transport-using Canberran: the rollout of MyWay+ has definitely been a bumpy ride.
From dodgy apps, faulty QR codes, temperamental hardware, and a far from smooth transition, many of us have been left in the trenches when it comes to MyWay+.
So, how did Canberra’s public transport get to this point? Who’s involved? And where’s the journey going from here?
Fasten your seatbelts — it’s time to go on a ride through the tumultuous history of MyWay+.
JULY 2016
MyWay+ takes its first steps
Former Minister for Transport and City Services Meegan Fitzharris announced that $3 million funding in the 2016-17 ACT Budget would be allocated for a feasibility study into a “new integrated ticketing system for buses and light rail”
FEB 2023
NEC gets involved
Chris Steel announces that NEC Australia has been appointed to deliver MyWay+
NEC is a global IT and network solutions company. Their transport division specialises in charge of ticketing, real-time information, etc.
SEP ➞ OCT 2024
Goodbye old MyWay!
Former MyWay ticketing system is deactivated, buses and light rail run on regular schedule with free fares while the transition takes place
NOV 2024
Enter: MyWay+
The MyWay+ app, TC cards, and new system go live. Initial issues (QR code functionality, issues with tapping on and off, trouble transferring funds, hardware not working).
DEC 2024
Time to investigate
The ACT Greens back a motion from the Canberra Liberals for the Legislative to hold an inquiry into the rollout of MyWay+
FEB 2025
Feedback window closes
Submissions for the Legislative Assembly inquiry into MyWay+ close. They receive 109 submissions from both the public and major players in MyWay+.
You can read the submission here.
MARCH 2025
Potential security issues
Serious potential hacking issues discovered by first-year computer science student at ANU.
Shaun Fulham, a user tester, was able to access the system’s developmental server, meaning he could extract peoples’ personal details.
JULY 2025
Making changes
Transport Canberra release public update, including hardware installation on all new buses, operational ticket machines, access to real time data, QR code improvements, accessibility improvements, and an extension of the transition period for seniors.
SEP 2025
MyWay+ still underway
All customers required to use MyWay+. Senior transition period ends.
So, what’s next for MyWay+?
Will the system continue to improve?
In the most recent media release from Transport Canberra, they say they are implementing a process of ongoing monitoring.
NEC, along with Transport Canberra, have staff testing the MyWay+ technology daily.
Transport Canberra says they value feedback and implement target improvements based on staff and user feedback.
For all the public transport users in Canberra, the best thing you can do is contribute to this flow of feedback.
The system is still far from perfect, but voicing your concerns can help make a change.
How to provide feedback
Transport Canberra customer experience team: 13 17 10