More than a year after the ACT's troubled transition to a new public transport ticketing system, a staggering $8.9 million of passengers' money remains locked in the decommissioned MyWay system, with few commuters transferring their funds to the new MyWay+ platform.
The significant sum highlights ongoing challenges for Transport Canberra, which has faced intense scrutiny over the botched rollout. While passengers can still move their money, only $600,000 was transferred in the first seven months of the new system's operation.
A Slow and Problematic Transition
The financial limbo for millions in passenger funds began well before the new system even went live. Transport Canberra officials revealed that just $450,000 was transferred from old accounts before the November 2024 switchover, reducing the balance from $10 million to $9.5 million.
By the end of June 2025, the agency confirmed the $8.9 million figure remained stuck in the old system. A spokesperson stated there is "no definitive date to discontinue" the balance transfer process, leaving a permanent escape route open for stranded funds.
Financial and Political Fallout
The ticketing troubles have had measurable financial consequences for the territory government. Fare revenue collected in the ACT plummeted by $7.4 million in the 2024-25 financial year, dropping from $23.5 million to $16.1 million.
This dramatic decrease was attributed to two key factors:
- A month-long fare-free period in 2024 before the MyWay+ switchover
- The introduction of ongoing fare-free Fridays from December 2024
The political repercussions have been equally significant. Last month, Transport Minister Chris Steel was formally censured in the Legislative Assembly for his handling of the MyWay+ rollout.
A parliamentary inquiry delivered a scathing assessment, finding the project had been a "significant failure" and was "clearly not ready for launch." The committee concluded the project was "too large and complex" and that testing was "undertaken so poorly that it was almost meaningless."
Contractual Disputes and Legal Action
The MyWay+ system is operated by NEC Australia, which secured a $64-million, 10-year contract to deliver the new payment and real-time journey information platform for Canberra's public transport network.
The situation has escalated to the point where the ACT government is now seeking legal advice about NEC Australia's compliance with the contract. Chief Minister Andrew Barr stated it had been "abundantly clear that elements of the contract have not been met by the timeframe."
"They can still be met, but obviously not by the timeframe that was outlined in the contract, so that's why a payment has not been made," Mr Barr told ABC radio.
Transport Canberra confirmed it is working with NEC Australia "to resolve outstanding tasks" associated with practical completion and is "seeking independent advice on commercial matters" related to the contract.
For its part, NEC Australia has remained tight-lipped, stating it does not comment on contractual or payment details. A company spokesperson said their focus remains on "supporting Transport Canberra to complete the rollout and ongoing enhancements to the system," describing the project's challenges as a normal part of any "large and complex digital transformation project."
As the stalemate continues, Canberra commuters are left with a fragmented ticketing experience while millions of their dollars remain in administrative limbo, representing one of the most problematic public transport transitions in recent ACT history.
