I'm still waiting on an actual response to a complaint logged on 14 Dec regarding their Journey Planner having incorrect information to get from Wellington CBD to Truscott Ave in Johnsonville. The Journey Planner indicates that any route 1 Island Bay to Johnsonville West/Churton Park/Grenada Village bus will get you to Truscott Ave. Probably blindly obvious if you live in Johnsonville, that that is not actually correct, but then you probably wouldn't be using the Journey Planner in the first place. I only discovered when some distance along the Grenada Village route, that actually only route 1JW goes there.
I logged a verbal complaint on 14 Dec (struck a sympathetic call centre operator who lived in Johnsonville) followed it up with an email the following day. Heard nothing for a month, so logged a complaint via their web form and got a response saying "delay due to holidays/limited staff/blah blah". Another month has now gone by.
Fairly symptomatic of lack of action on stuff from Metlink. They are certainly NOT customer focused and simply don't care.
I would raise this by email with your local GWRC ward member, also cc:ing the Chair of the GWRC Sustainable Transport Commitee