Customer Service Charter

1 About Us You are in safe hands operates one third of The safety of our customers and Melbourne’s bus network, with 47 metropolitan employees is our top priority route services (including some SmartBus routes) and more than 100 school bus services. With six We have robust safety management systems depots across Melbourne, we service the city’s in place and we are accredited to international western, south eastern and eastern suburbs under safety standards. We use local and international contract to Public Transport Victoria. Transdev innovations to continually improve our Globally, Transdev is a world leader in the already outstanding safety performance record. operation of passenger transport services. We Transdev Melbourne has measures in place to operate train, bus, ferry and light rail services ensure your safety and security at all times: in 20 countries around the world, have more than 82,000 employees and complete 11 million • Nearly all our buses are fitted with CCTV customer trips around the world every day. cameras. Transdev believes that public transport plays • All our drivers are trained in emergency an important part in how cities comes to life and evacuation. we are focused on empowering your freedom to • We have emergency response protocols move every day. in place to gain police assistance and Protective Services Officers patrol the area Our Commitment near our stops at railway stations.

At Transdev Melbourne, customer service means anticipating, responding to and exceeding our Keeping it clean customers’ changing needs and expectations. Our vehicles follow strict Every trip, every customer interaction, every maintenance and cleaning schedules customer service program and every training session is based on the notion that our business revolves around the customer. • All vehicles are regularly cleaned (inside every day and outside once a week). We support this by prioritising and working towards continuous improvement in the following areas: • Any bus with offensive graffiti will be removed from service to be cleaned as soon as is practicable, which is usually at the end Safety Customer service of the shift. • To ensure a comfortable ride, we regularly Community engagement Reliability inspect the heating, ventilation, air conditioning and lighting to make sure they are working correctly. Maintenance Accessibility • When purchasing new vehicles, we seek out the best in terms of safety, customer comfort and fuel efficiency.

2 3 Your time is gold Mobility Aid Specifications We know our customers To travel safely on our services, mobility aids expect transport services (wheelchairs, scooters or motorised vehicles) should: to be reliable and punctual • Fit within a space of 1300mm (length) by 800mm (width). Our performance is measured in a number of • Be no more than 750mm wide at a height of ways, including our ability to deliver you on time 300mm above the ground to fit between the services. A bus is considered on time if it arrives wheel axles of a bus. 59 seconds early or up to 4 minutes 59 seconds late (applies to major stops only). Additionally, the total weight of the customer, their assistant (if applicable) and their mobility We’re delivering a number of initiatives to help aid must be less than 300kg. This is to ensure keep our buses on time including: they do not exceed the maximum weight • All of our buses are fitted with GPS capacity of boarding devices such as ramps. tracking and are connected by radio to our Operations Control Centre. Community Training To improve safety and confidence in our • We routinely review our operational services, Transdev is able to provide access to improvement plans and maintenance plans stationary vehicles at our depots so customers to ensure our buses continue running at an can practise boarding and alighting. optimum level. To book a visit for yourself, a community • We analyse travel data and customer group or organisation, please email feedback to identify timetable improvements [email protected] or call 1800 718 121. for future service changes. Carriage of items and luggage Additional Services Prams, strollers, pushchairs and shopping jeeps are We will at times provide additional services for welcome on our buses free of charge at any time. major sporting and special events. However, because of space limitations we cannot For further information, please visit accept bicycles (folding bicycles are OK but please transdevmelbourne.com.au or ptv.vic.gov.au. try to avoid carrying these during peak hours). Bulky items such as surfboards are not permitted. Access for all Pets We aim to make it as easy as Guide, hearing dogs and assistance animals possible for people with special are permitted on all buses at all times and requirements to access our services travel free of charge. Small dogs or cats can be transported on our buses provided they are All of our buses except one have low floors and carried in an appropriate pet carrier. are fully accessible, and all new vehicles meet this criteria. We continue to work with Public Transport Victoria to identify opportunities to improve accessibility.

4 5 Enjoy the ride Use your ticket We are committed to meeting All customers travelling on our buses customer expectations are required to have a valid ticket

We want our customers to have a positive experience - Your ticket to travel every time they travel on our services. That means myki is an easy to use, reusable travel card that providing a smooth journey in a comfortable and clean is your ticket to travel on Melbourne’s public environment and friendly, professional customer transport network and some regional train and bus service every time. services across Victoria. Customer Service Initiatives To travel on public transport, customers need to Some of our initiatives to ensure you enjoy the ride include: buy a myki, top it up with credit and touch on and touch off at myki readers to pay their fare. • Network Services Officers patrol our network at known traffic and passenger hot spots. myki types • Mandatory customer service training for all employees. • Child (aged 5 – 18) • Mystery Traveller Programs and internal audits to • Concession evaluate our performance. • Full fare • Systems and tools that make it simple for our • Seniors staff to report any issues that compromise the vehicles’ cleanliness and comfort. Children aged 4 years and under travel free and do not need a ticket. • A purpose-built customer feedback reporting system. Buying and topping up a myki Customer Information To use your myki immediately, you can buy and We will continue to introduce innovative customer top up a myki at: information systems to keep you better informed at all times. Currently, customers can find the following • PTV Hubs information: • Around 800 myki retail outlets including all • Public bus timetables and route maps are 7-Eleven stores available on Public Transport Victoria’s website at • Premium train station ticket offices ptv.vic.gov.au. • myki machines at train stations and premium • School bus timetables and route maps are available on tram and bus stops (full fare card sales only) our website, transdevmelbourne.com.au. • Onboard the bus (max $20 cash only) • Major service disruptions are posted on our website, Public Transport Victoria’s website and on our Twitter account. If planning ahead, visit ptv.vic.gov.au or call 1800 800 007. Allow up to seven days for delivery of a new myki card and around 90 minutes for online top ups. Transdev_Melb

6 7 Touching on and off Listening to you Touch on when you get on the bus and touch We listen to what you have to off before you get off the bus. This ensures you say and use this feedback to have a valid ticket and pay the correct fare for deliver improvements your journey. Please note: your bus driver may remind you to touch on. We encourage our customers to provide us with feedback, whether it is positive or negative. That way Concessions we can continue to improve our service to you. Some Concessions are available for customers who of our initiatives to ensure we listen to you include: hold the following cards: • Purpose-built customer feedback system which • Health Care Card with a Victorian address helps us to keep track of what you’re telling us. • Pensioner Concession Card • Internal procedures that ensure management and relevant teams review your comments • Disability Support Pensioner Card and that responsibility is allocated to make the • Victorian or Interstate Seniors Card necessary improvements. • War Veterans / War Widows • Regular ‘Meet our Managers’ sessions where customers have the opportunity to speak • Asylum Seeker Concession Card to key staff and help improve our services • PTV Tertiary Student ID through feedback. Primary and secondary school students aged 5 to Contact Us 18 can travel on a Child myki. If you’re aged 17 and 18 you must carry government issued proof of age ID If you lodge formal feedback with us, we will provide (such as a passport, learner permit, driver licence, you with an initial response within seven business days. Proof of Age card, Key Pass), or proof of another Phone 1800 800 007 concession entitlement (such as a PTV School Student ID or Health Care Card). Please note: your Website transdevmelbourne.com.au bus driver is entitled to see your concession card (via our Feedback section) and you must provide it if requested. Address Transdev Melbourne Pty Ltd Replacing a myki PO Box 8021, Sumner LPO Brunswick East VIC 3057 To replace a lost or stolen myki visit ptv.vic.gov.au or call 1800 800 007. Please note: to replace a lost Lost Property or stolen myki with a Student Pass, please return to We will keep any property left behind on our the issuing location. This also applies for Victorian buses (other than food items) for up to two Public Transport Student Concession Card types. months. After this time, it will be disposed of More information appropriately or donated to charity. If you have left an item behind, you can contact us directly on For more information about concessions, fares, 1800 718 121 (Mon – Fri, 9am – 5pm). Alternatively, refunds, reimbursements and replacements, visit you can phone PTV on 1800 800 007. ptv.vic.gov.au or call 1800 800 007.

8 9 PTV Customer Advocate Help us, help you If you are not satisfied with the response you receive from us, you can request Public Be responsible and respectful Transport Victoria to review your complaint. To on our services escalate your case, contact the PTV Customer Relations team by: • Be sure to travel with a valid myki pass, or Phone 1800 800 007 enough myki money to pay for your trip, and have it ready to touch on as your bus arrives. Email [email protected] • When waiting at the bus stop, do Mailing Address Customer Advocacy Team not stand in a place where you might Public Transport Victoria, PO Box 4724 endanger yourself or others. Melbourne VIC 3001 • Hail the approaching bus so that the driver Public Transport Ombudsman knows you want to board. If you are not satisfied with the outcome of your • Remain seated or hold on to a hand rail until complaint and wish to have the matter dealt the bus comes to a stop, as buses may be with independently you may raise the matter required to brake suddenly due to traffic. directly with the Public Transport Ombudsman. • Notify the bus driver to stop well before The Public Transport Ombudsman is a free, reaching your destination. independent and impartial service. Further details about the Public Transport Ombudsman’s role • Be respectful and courteous towards and services are available at www.ptovic.com.au. other customers and Transdev Melbourne employees by: Phone (Freecall) 1800 466 865 • not playing loud music or having loud Email [email protected] mobile phone conversations Mailing Address Public Transport Ombudsman • keeping your feet and bags off the seats PO Box 538 Collins Street, West Melbourne VIC 8007 • not smoking at bus stops or onboard buses. Fax (03) 8623 2100 • Always offer seats to the elderly, pregnant Travellers Aid customers and customers with disabilities. Travellers Aid Australia is a not-for-profit • Avoid eating or drinking on the bus (alcohol organisation that assists travellers by providing is prohibited) and take any rubbish with you. simple, practical, travel related support so they may travel independently and confidently, no • Before alighting, please check your seat matter what their background. and make sure you have all your valuables. Phone • Ensure you have appropriate support with you if you are unable to travel independently. (03) 9670 2072 (Southern Cross Station) • Customers can only board and disembark (03) 9610 2030 (Flinders Street Station) at a bus stop. Website www.travellersaid.org.au

10 11 How to contact us

Phone 1800 800 007, daily from 6am - midnight (all night Friday and Saturday) Website transdevmelbourne.com.au (via our Feedback section) Mailing Address Transdev Melbourne Pty Ltd PO Box 8021, Sumner LPO Brunswick East VIC 3057

Public Transport Victoria Phone 1800 800 007 Website ptv.vic.gov.au Mailing Address PO BOX 4724 Melbourne Vic 3001

PTV Customer Advocate Phone 1800 800 007 Email [email protected] Mailing Address Customer Advocacy Team Public Transport Victoria PO Box 4724, Melbourne VIC 3001

Public Transport Ombudsman Phone (Freecall) 1800 466 865 TTY Users Phone 1800 555 677, then ask for 1800 466 865 Email [email protected] Website ptovic.com.au Mailing Address PO Box 538, Collins Street West Melbourne VIC 8007 Fax (03) 8623 2100

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