This week we have responded to several issues communicated to us regarding our Fullers ferry services.

Overall our customers tell us we’re doing a good job, though we’d like to assure you we’ve heard loud and strong that some of you, our customers, are unhappy, and this really concerns us. We know we could listen better and would like to share with you our commitment to doing that.

This week we conducted an immediate review of our operations looking at our current staffing levels, scheduling, talking with our crews, and exploring how we can best prioritise better customer communication on the wharves whilst maintaining our essential safety procedures.

An immediate action taken will be underpinned in creating a community voice. We will conduct an open forum to enable the community to influence and contribute to the running of our local services. A public event will be held, firstly with the Waiheke community, on Sunday 9th June at 1:30pm at a Waiheke venue to be confirmed. We have invited a panel of relevant Auckland leaders and Waiheke stakeholders to be part of the conversation. The event will be chaired by former Waitakere Mayor Sir Bob Harvey.

We invite and welcome all members of the Waiheke community who use the ferry service to attend and to have a voice on issues which matter to them. Together, we will agree the priorities and will move forward constructively.

Additional immediate actions include being transparent about our services. We acknowledge we haven’t been sharing this information as well as we could with our community and commit to sharing this now and going forward.

We also know it’s vital to work together with local government. Immediate action is underway, and we were grateful for the opportunity to brief Mayor Phil Goff yesterday, and Hon Nikki Kaye recently. We will update our customers and stakeholders with our collaborative progress.

Lastly, we know investment in our fleet is key to ensuring reliable services. In addition to our established 3-year programme of investment, we invested $13m purchasing two vessels. We look forward to these new vessels entering our Waiheke and Devonport routes from August 2019 and will provide flexibility and scale for both. As we look to the future, we have committed to the research and design of full electric carbon fibre ferries, designed and built in New Zealand, with the aim of introducing them by 2021.

Kind Regards,
Mike Horne, CEO Fullers360