Late last year, we caught up with one three cabs and found out about their apps and the fact that they were making catching a cab a little bit more accessible and more friendly for people who might be blind or have low vision. Assistance dogs. There's new news out. Let's chat about it with Chief operating officer Olivia Barry live. Good to catch up with you again.

Late last year, we caught up with one three cabs and found out about their apps and the fact that they were making catching a cab a little bit more accessible and more friendly for people who might be blind or have low vision. Assistance dogs. There's new news out. Let's chat about it with Chief operating officer Olivia Barry live. Good to catch up with you again.

Thanks for having us. Peter.

Thanks for having us. Peter.

And Hannah joins us as well. Lovely to meet you. And thank you for your time.

And Hannah joins us as well. Lovely to meet you. And thank you for your time.

Thank you. Peter. Happy to be here.

Thank you. Peter. Happy to be here.

Now tell us about some changes that have taken place. So you've kind of gone above and beyond as far as this time goes. You've improved your app this time around.

Now tell us about some changes that have taken place. So you've kind of gone above and beyond as far as this time goes. You've improved your app this time around.

So, Peter, this time we've really taken a more holistic approach, I think, and making our drivers more accountable through the use of better technology, better dispatching technology. And Anna, who can take you through what's happening in her call center. She runs all our call centers around the country, has more eyes if you like, on these jobs. So we're watching them as they move from being made as a booking into a car to do more to ensure they're picked up. And if they're not picked up, then we are following through very quickly with that driver to ensure they are reprimanded.

So, Peter, this time we've really taken a more holistic approach, I think, and making our drivers more accountable through the use of better technology, better dispatching technology. And Anna, who can take you through what's happening in her call center. She runs all our call centers around the country, has more eyes if you like, on these jobs. So we're watching them as they move from being made as a booking into a car to do more to ensure they're picked up. And if they're not picked up, then we are following through very quickly with that driver to ensure they are reprimanded.

And then if we go back one step, you've actually also improved your training of drivers to make them a more aware and then be kind of having to answer some questions before kind of giving the all clear.

And then if we go back one step, you've actually also improved your training of drivers to make them a more aware and then be kind of having to answer some questions before kind of giving the all clear.

That's true. We now have a dedicated training module in our driver induction training. And we're also preparing training refreshers drivers who have been with us for a long time as well. There's dedicated training module educators, drivers on the importance and the necessity of assistance animals, how well they're trained, and also the importance of servicing guide dog owners and assistance dog owners. Yes. At the end of that training module, there is a compulsory set of questions that that drivers must answer.

That's true. We now have a dedicated training module in our driver induction training. And we're also preparing training refreshers drivers who have been with us for a long time as well. There's dedicated training module educators, drivers on the importance and the necessity of assistance animals, how well they're trained, and also the importance of servicing guide dog owners and assistance dog owners. Yes. At the end of that training module, there is a compulsory set of questions that that drivers must answer.

Otherwise they don't get through.

Otherwise they don't get through.

Otherwise they don't get through.

Otherwise they don't get through.

Yeah. Well, also they're made aware of their legal rights or their legal responsibilities too.

Yeah. Well, also they're made aware of their legal rights or their legal responsibilities too.

That's right. Yes. All of that is a part of the training module, which is also focusing on the language that we use for drivers. We focus on real world scenarios and situations to make sure that we alleviate any and all concerns that drivers must have. We also cover things like allergies and religious reasons, which are not considered as good excuses or good reasons to refuse service.

That's right. Yes. All of that is a part of the training module, which is also focusing on the language that we use for drivers. We focus on real world scenarios and situations to make sure that we alleviate any and all concerns that drivers must have. We also cover things like allergies and religious reasons, which are not considered as good excuses or good reasons to refuse service.

Well, tell us a bit about what happens at the call center then, because those at the call center also get information about the client and maybe what is or isn't happening.

Well, tell us a bit about what happens at the call center then, because those at the call center also get information about the client and maybe what is or isn't happening.

Yeah, absolutely. So in the contact center, it all starts with a call. And we have an automated IVR system which responds to all calls first. This system recognizes if a caller mentions an assistance dog and it will treat the call accordingly. It means that such a booking will receive greater priority in our dispatch system, and different rules will apply to it automatically. If the caller gets to a human operator or operators are trained to assist people who are owners of assistance animals, and as such, the human Contact center agent will also prioritize such bookings. Another part of it is when the booking reaches our dispatch system. There is a human dispatcher who monitors all jobs that have not been fulfilled or not been matched with a car. So all these dispatchers are trained to treat trips with assistance animals as top priority.

Yeah, absolutely. So in the contact center, it all starts with a call. And we have an automated IVR system which responds to all calls first. This system recognizes if a caller mentions an assistance dog and it will treat the call accordingly. It means that such a booking will receive greater priority in our dispatch system, and different rules will apply to it automatically. If the caller gets to a human operator or operators are trained to assist people who are owners of assistance animals, and as such, the human Contact center agent will also prioritize such bookings. Another part of it is when the booking reaches our dispatch system. There is a human dispatcher who monitors all jobs that have not been fulfilled or not been matched with a car. So all these dispatchers are trained to treat trips with assistance animals as top priority.

So Olivia, this is kind of Australia wide. And is this actually happening now or about to happen?

So Olivia, this is kind of Australia wide. And is this actually happening now or about to happen?

No, this is in play and it's national for all of our bookings. And whether it's coming through the app or the web or a phone call, and the passenger offers the information to us, they are travelling with a guide dog or an assistance dog. Then the way Anna's described how the booking will be treated, that's how it will happen all across the country.

No, this is in play and it's national for all of our bookings. And whether it's coming through the app or the web or a phone call, and the passenger offers the information to us, they are travelling with a guide dog or an assistance dog. Then the way Anna's described how the booking will be treated, that's how it will happen all across the country.

I know it's only been in a short time, but any idea of how it's been received from both parties, both the drivers and of course the clients.

I know it's only been in a short time, but any idea of how it's been received from both parties, both the drivers and of course the clients.

Well, through the nature of our business, it's very rare that a passenger will come back and tell us how great of a job we're doing. We are looking at the completion rates and they are going up. It is too early to share these numbers, but we are seeing an uplift already.

Well, through the nature of our business, it's very rare that a passenger will come back and tell us how great of a job we're doing. We are looking at the completion rates and they are going up. It is too early to share these numbers, but we are seeing an uplift already.

Fantastic lift. Why is this happened? I mean, we spoke to you late last year and I think, you know, fair to say that there'd been a fair bit of angst and dissatisfaction about some of the services that people who might have assisted dogs were getting. Why is this happened, particularly this latest update?

Fantastic lift. Why is this happened? I mean, we spoke to you late last year and I think, you know, fair to say that there'd been a fair bit of angst and dissatisfaction about some of the services that people who might have assisted dogs were getting. Why is this happened, particularly this latest update?

We just needed to really draw a line in the sand, Peter, around the zero tolerance space for drivers refusing these trips. So we had to upgrade some of the technology in order to fulfill our obligation with informing drivers. So we've done that. And you know, as I mean, both Anna and I are big advocates of making sure that the business is supporting every person who wants to travel and chooses a taxi so that they can travel with dignity. And I guess, yeah, we've done a lot of work in the past, but we really hadn't implemented all the elements we needed to be able to ensure we were in the situation where we can just literally say to a driver, well, you've done the wrong thing and you're gone. That's it. And we're there now, and that feels good.

We just needed to really draw a line in the sand, Peter, around the zero tolerance space for drivers refusing these trips. So we had to upgrade some of the technology in order to fulfill our obligation with informing drivers. So we've done that. And you know, as I mean, both Anna and I are big advocates of making sure that the business is supporting every person who wants to travel and chooses a taxi so that they can travel with dignity. And I guess, yeah, we've done a lot of work in the past, but we really hadn't implemented all the elements we needed to be able to ensure we were in the situation where we can just literally say to a driver, well, you've done the wrong thing and you're gone. That's it. And we're there now, and that feels good.

Have you had much response from the drivers, either of you?

Have you had much response from the drivers, either of you?

I think look, good drivers love any action we take to ensure a better quality of service. The great drivers in our business, they applaud this kind of rule setting. And you know, we hope that the ones that aren't doing the right thing now have all the tools they need to do the right thing and make better choices.

I think look, good drivers love any action we take to ensure a better quality of service. The great drivers in our business, they applaud this kind of rule setting. And you know, we hope that the ones that aren't doing the right thing now have all the tools they need to do the right thing and make better choices.

So once we come to Australia wide, I believe. So in terms of the training that is kind of standardized as well through the different states and the training they go through.

So once we come to Australia wide, I believe. So in terms of the training that is kind of standardized as well through the different states and the training they go through.

Yeah. That's right Peter. So all our driver training is delivered nationally. And a lot of the basis for, you know, the original training we've done, we've done that with guide dogs to make sure we have best practice at the heart of the way we're training drivers in terms of dealing with these passengers and the way they handle their assistance dogs or their guide dogs. And that's still at the core of of the message we're trying to get across.

Yeah. That's right Peter. So all our driver training is delivered nationally. And a lot of the basis for, you know, the original training we've done, we've done that with guide dogs to make sure we have best practice at the heart of the way we're training drivers in terms of dealing with these passengers and the way they handle their assistance dogs or their guide dogs. And that's still at the core of of the message we're trying to get across.

Well, how important is that? Because I guess it's all well and good for people like yourselves who've got the best of intentions, obviously, but you can't be expected to know everything or the right way, or what people prefer or don't prefer. I guess apart from customer feedback, but you've gone out and consulted with people that are working in the area, people with lived experience.

Well, how important is that? Because I guess it's all well and good for people like yourselves who've got the best of intentions, obviously, but you can't be expected to know everything or the right way, or what people prefer or don't prefer. I guess apart from customer feedback, but you've gone out and consulted with people that are working in the area, people with lived experience.

That's right. So we've been consulting with Guide Dogs New South Wales and Jennifer Moon for a long time. She's been advising us over the years of that best practice, and that could include the way a driver opens the door for these passengers or, you know, does not try and put the seatbelt on and things like that where the dog should sit. But equally, Anna's been doing some amazing work with a taxi working group that has people coming to that, who have that lived experience and can give us the very valuable feedback. So she can talk about that.

That's right. So we've been consulting with Guide Dogs New South Wales and Jennifer Moon for a long time. She's been advising us over the years of that best practice, and that could include the way a driver opens the door for these passengers or, you know, does not try and put the seatbelt on and things like that where the dog should sit. But equally, Anna's been doing some amazing work with a taxi working group that has people coming to that, who have that lived experience and can give us the very valuable feedback. So she can talk about that.

Yes, we've conducted several consultation groups with people who are themselves assistance dog owners. We've also worked with Denman as live, as mentioned, and also Assistance Dogs Australia have been quite helpful in creating that training module that we discussed earlier for our drivers what to do, what not to do, what does good customer service looks like?

Yes, we've conducted several consultation groups with people who are themselves assistance dog owners. We've also worked with Denman as live, as mentioned, and also Assistance Dogs Australia have been quite helpful in creating that training module that we discussed earlier for our drivers what to do, what not to do, what does good customer service looks like?

Both of you. Just to clarify. So obviously if people use the app, this kind of information is punched in, if I can put it that way. Some people do choose to ring for a cab. That's also going to be accepting that kind of information or that'll be part of the process as well.

Both of you. Just to clarify. So obviously if people use the app, this kind of information is punched in, if I can put it that way. Some people do choose to ring for a cab. That's also going to be accepting that kind of information or that'll be part of the process as well.

Yes, all that we ask is that the person calling tells us that they're traveling with an assistance animal. This is the only way for us to know that this trip requires special attention. I wish we lived in a world where we didn't need to know, and it would just happen all by itself. However, we are here to ensure accountability, and for that, we need to know that you're travelling with an assistance animal. If you tell us, we'll be able to do all of these things that we mentioned before.

Yes, all that we ask is that the person calling tells us that they're traveling with an assistance animal. This is the only way for us to know that this trip requires special attention. I wish we lived in a world where we didn't need to know, and it would just happen all by itself. However, we are here to ensure accountability, and for that, we need to know that you're travelling with an assistance animal. If you tell us, we'll be able to do all of these things that we mentioned before.

Sometimes there's kind of a prior record of I called from, you know, number one, the King William Street, Adelaide, if I could put it that way. And, uh, it's then registered the fact that I had an assistance animal, is that kind of also the case in this situation, or every time I ring, regardless of if I'm at the same address, I still have to mention it.

Sometimes there's kind of a prior record of I called from, you know, number one, the King William Street, Adelaide, if I could put it that way. And, uh, it's then registered the fact that I had an assistance animal, is that kind of also the case in this situation, or every time I ring, regardless of if I'm at the same address, I still have to mention it.

It is up to you. So if you're talking to a person, you can ask them, can you put this onto my profile? The easiest way, however, to do that is of course to do it in the app. There is one toggle. You move it once, and then all of the trips that you book with us from that moment on will be marked as a trip with an assistance dog.

It is up to you. So if you're talking to a person, you can ask them, can you put this onto my profile? The easiest way, however, to do that is of course to do it in the app. There is one toggle. You move it once, and then all of the trips that you book with us from that moment on will be marked as a trip with an assistance dog.

What about the app then? Has work gone into making sure that's accessible as well? Some people are really clever with technology. Others are perhaps not quite as good like me. Hand up for sure. So is the app reasonably intuitive and accessible? Have you gone through the processes there to make it accessible as well?

What about the app then? Has work gone into making sure that's accessible as well? Some people are really clever with technology. Others are perhaps not quite as good like me. Hand up for sure. So is the app reasonably intuitive and accessible? Have you gone through the processes there to make it accessible as well?

We have Peter, and we know that the feedback we have received about the app is that it works very well with voice recognition, and I think it is really the choice for a lot of people who are vision impaired or blind, because it does work very well on phones that are responsive in that way.

We have Peter, and we know that the feedback we have received about the app is that it works very well with voice recognition, and I think it is really the choice for a lot of people who are vision impaired or blind, because it does work very well on phones that are responsive in that way.

Without wishing to get too much off the topic, so would it be fair to say that a bit of AI has been used or AI Air has been beneficial in kind of making this better than it might have been, say, 5 or 10 years ago.

Without wishing to get too much off the topic, so would it be fair to say that a bit of AI has been used or AI Air has been beneficial in kind of making this better than it might have been, say, 5 or 10 years ago.

Uh, I think we're taking the right steps with AI as we introduce that into the business. And I think, you know, you could say that some of the call center is is using AI, and the app uses it in terms of dispatching cars. But really that part of it where it interacts on voice is about functionality and making sure that it isn't too complex in that it's not overwhelmed with information to communicate.

Uh, I think we're taking the right steps with AI as we introduce that into the business. And I think, you know, you could say that some of the call center is is using AI, and the app uses it in terms of dispatching cars. But really that part of it where it interacts on voice is about functionality and making sure that it isn't too complex in that it's not overwhelmed with information to communicate.

And if things don't go the way I'd like. Uh, what about in terms of complaints? I believe there's maybe a better way for you as a contact center to handle complaints. Or have complaints registered?

And if things don't go the way I'd like. Uh, what about in terms of complaints? I believe there's maybe a better way for you as a contact center to handle complaints. Or have complaints registered?

Yes. So anyone can lodge a complaint with one three cups through various channels. You can do this on our website, Cosmo. You can also call our main number and the person will instruct you to lodge a complaint. You can also lodge a complaint directly from the app. There is a point in the menu where you can lodge a complaint right there. And lastly, you can send us an email to. The email address is available on our website as well. So various ways of submitting a complaint. We also have a phone line that's dedicated to complaints. It has limited times throughout the week, but that's a dedicated line for specifically for complaints where trained staff will be able to respond to you right then and there.

Yes. So anyone can lodge a complaint with one three cups through various channels. You can do this on our website, Cosmo. You can also call our main number and the person will instruct you to lodge a complaint. You can also lodge a complaint directly from the app. There is a point in the menu where you can lodge a complaint right there. And lastly, you can send us an email to. The email address is available on our website as well. So various ways of submitting a complaint. We also have a phone line that's dedicated to complaints. It has limited times throughout the week, but that's a dedicated line for specifically for complaints where trained staff will be able to respond to you right then and there.

What happens if I haven't had a good experience and I complain? Does that kind of always get a bit of priority in terms of the attention?

What happens if I haven't had a good experience and I complain? Does that kind of always get a bit of priority in terms of the attention?

That's an excellent question. So all of our complaints are responded within 48 business hours. When I say responded, it means that a human being will review your complaint and will attempt to resolve it. So that happens within 48 business hours. At the same time, any complaints mentioning assistance animals or guide dogs or any other terms on the same topic? These complaints get auto prioritized. It means that they will be treated and responded much faster.

That's an excellent question. So all of our complaints are responded within 48 business hours. When I say responded, it means that a human being will review your complaint and will attempt to resolve it. So that happens within 48 business hours. At the same time, any complaints mentioning assistance animals or guide dogs or any other terms on the same topic? These complaints get auto prioritized. It means that they will be treated and responded much faster.

Well, it sounds like a very positive move. I think I spoke to you about six months ago live. So maybe in six months time if we catch up again and see how it's all going, because these things sometimes take a bit of time to roll out and I guess to kind of flow through to everyone that's using it to to get a bit of an idea of that, the changes and the benefits. So we might have to re-engage again in six months time or something like that.

Well, it sounds like a very positive move. I think I spoke to you about six months ago live. So maybe in six months time if we catch up again and see how it's all going, because these things sometimes take a bit of time to roll out and I guess to kind of flow through to everyone that's using it to to get a bit of an idea of that, the changes and the benefits. So we might have to re-engage again in six months time or something like that.

That's great, Peter. And look, I think coming on your radio show and being able to reach the audience that this is applicable for is really important to us because we're making the changes. Really, we want to be able to be very pragmatic with them and have better results for the passengers who need better results and can travel, you know, and feel very respected when they do that every time. And that's our goal. And so we absolutely welcome the feedback, and we thank you for helping get our message out there.

That's great, Peter. And look, I think coming on your radio show and being able to reach the audience that this is applicable for is really important to us because we're making the changes. Really, we want to be able to be very pragmatic with them and have better results for the passengers who need better results and can travel, you know, and feel very respected when they do that every time. And that's our goal. And so we absolutely welcome the feedback, and we thank you for helping get our message out there.

We appreciate you speaking to us. That's attitude. Who's in charge of the contact centre at one three Cabs and also their chief operating officer live Barry. And a new, updated and better way to contact and also to communicate with their clients. So if you use one three cabs check it out, tell us what you think and get in touch with them. If you're not happy and get in touch with us if you are happy so we can let the world know.

We appreciate you speaking to us. That's attitude. Who's in charge of the contact centre at one three Cabs and also their chief operating officer live Barry. And a new, updated and better way to contact and also to communicate with their clients. So if you use one three cabs check it out, tell us what you think and get in touch with them. If you're not happy and get in touch with us if you are happy so we can let the world know.