The introduction of contactless payments for public toilets in South Ayrshire has been hailed a success despite complaints about the changes. Eight complaints were received by South Ayrshire Council between October 21 and March this year, compared to none over the same period the previous year.
The council says that just under 93,500 people used the system since it was brought in last September. The complaints are highlighted in a report to South Ayrshire Council’s Service and Performance Panel which meets next week.
Paying by cash at the following toilets was phased out by the council:
Paying by cash at the following facilities will no longer be an option: Barassie; St Meddans, Troon; Links Road, Prestwick; Arthur Street, Ayr; Low Green, Ayr; Blackburn, Ayr; Dunure; Maybole; and Harbour, Girvan.
The report states: “Facilities Management have recorded an overall figure of 93,419 customers using South Ayrshire public conveniences since the introduction of the contactless payment system in September 2021. Of the 93,419 only 8 (0.0085 per cent) unhappy customers have raised concerns regarding the implementation of contactless payments.
“The majority of feedback received has been very positive with comments such as ‘it is so much easier not having to rummage around for change’ and ‘more hygienic not using coins’ having been received.” The report looked at the way complaints were handled between October 2021 and March 2022.
It revealed that the overall number of complaints remained steady, with two complaints received per 1000 people in the last six months of 2021/22, the same as 20/21. The council requires complaints to go through a series of stages. If the person complaining is not satisfied with the outcome at stage 1, the complaint can be escalated to stage 2.
Those who remain unsatisfied can then take the matter to the Scottish Public Services Ombudsman. The number of complaints being closed at the first stage was up from 134 (74 per cent) over the same period in 2020/21 to 164 (84 per cent) in 21/22.
A total of 24 (13 per cent) of complaints were resolved at the second stage in 20/21, compared to 20 (10 percent) in 21/22. And the number of complaints that escalated, with the complainer asking the Scottish Public Services Ombudsman to carry out an independent review.
This translates to a drop from 13 per cent to six percent. South Ayrshire Council saw an increase in overall complaints from 182 in 20/21 to 196 in 21/22.
The report to SAC’s service and performance panel states: “There has been no particular trend in complaints that signifies a specific reason for this increase, although it is noted that in 2020/21 council services were impacted by the COVID pandemic, with some front line services being unable to provide a full service.”
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