LU says too many customers are having too much money refunded to their Oyster cards. LU is now monitoring station staff. It has produced a league table to help management identify whether "the same people" are "always" doing refunds.
What is this meant to prove? That some staff like to help when customers have been over-charged?
It's a slap in the face. LU closes ticket offices and pressures us to do ticket selling duties without proper training, then watches to see if we do the new practises "wrong".
LU is introducing more and more monitoring. It wants us to feel more "managed" and vulnerable. It has created a new layer of stations management for this purpose. We need to resist this culture shift.