Canberra’s public transport information needs an overhaul, with passengers facing inaccurate timetables, confusing service alerts and an unreliable MyWay+ app, according to a new report that Transport Canberra says will help shape its first customer service strategy.

The Public Transport Association of Canberra report examines the passenger experience across websites, service alerts, signage, timetables and face-to-face assistance, arguing passengers should feel “respected, confident and valued” when using the network.

Among its concerns is the Transport Canberra Information Centre in Civic, which PTCBR says is not reliably staffed and has sometimes provided confusing or incorrect travel information. It wants properly staffed information centres at major town centres, including Belconnen, Tuggeranong, Gungahlin and Woden.

The report also calls for clearer service disruption alerts with street names and maps, alerts integrated into journey-planning apps and a better mobile-friendly Transport Canberra website. It says disruptions listed on the website do not appear in the MyWay+ journey planner.

PTCBR also identifies outdated or inaccurate information on some maps and timetables, inconsistent audio announcements on buses and the loss of real-time passenger information displays at interchanges and key stops.

Transport Minister Tara Cheyne says many of the issues are already being addressed or can be incorporated into existing work, including a website navigation review and improvements to passenger information and disruption notices.

Transport Canberra will incorporate much of the report into its inaugural customer service strategy, which is now being developed, and has also received a separate PTCBR list of smaller issues for more immediate attention.

News all day, every day at CityNews.com.au.