Carta Serv 2019 Linea 3

CHARTER - SERVICE ASSURANCE Our Commitments EUSKOTREN QUALITY OF SERVICE COMMITMENTS TO THE USERS OF LINE 3 OF METRO DE BILBAO Matiko -Kukullaga Etxebarri - November 201 9 (Ed. 2) 1 VOCATION OF SERVICE Euskotren aspires to grow substantially in the near future and become the public transport operator of reference in the Basque Country operating on the metric gauge system owned by the Autonomous Community of the Basque Country, increasing frequencies, expanding its services with Trams in other municipalities and extending its current services by carrying more goods by rail and offering services on other networks. All this will be achieved seeking economic efficiency and sustainable management, contributing to the progress of society in general. The purpose of Euskotren is to operate the transport concessions that were transferred from the Central Public Administrations of Spain to the Autonomous Community of the Basque Country by virtue of Decree 2488/78 of 25 August. The business purpose of Euskotren, the trade name of the company adopted in 1996, primarily focuses on managing the rail and road transport of both passengers and goods within the territory of the Autonomous Community of the Basque Country. To address the challenge to reform and modernise public transport, we are undertaking a wide range of actions. Among others, actions aimed at facilitating and improving the sustainable mobility of citizens, prioritising Safety and Quality of Service within our scope of action and responsibility. The results that are gradually being achieved can already be enjoyed by our customers and are highly valued. We regularly listen to our users, try to understand their reasonable expectations, and implement the best solutions. Your help is our best guarantee and encouragement to continue improving Safety and the Quality of Service. Many thanks on behalf of Euskotren and of society in general for helping us improve the Quality of our Services. CEO 2 GLOBAL COMMITMENTS TO IMPROVE THE SERVICE These are our Global Commitments to passengers: ► Invest to improve the Quality and Safety of the Service provided by training and motivating our staff, improving every process and procedure, and innovating. The goal is to satisfy the reasonable expectations of our customers regarding safety, speed, comfort, cleanliness and other aspects that reach us through regular and detailed Perceived Quality and Satisfaction Surveys. ► Regularly measure the fulfilment of our Commitments by conducting internal audits, interviews with users, and outsourced audit by neutral and independent observers. ► Exceed all the requirements set out in Standard UNE–EN 13816 on Public Passenger Transport to achieve the Quality Certification granted by approved Bodies. ► Establish a Responsible and Sustainable Management System based on transparency to ensure the efficient use of resources, promote sustainable mobility in three key aspects (economic, social and environmental) and to respond to the expectations of our stakeholders (customers, staff, society, public administrations and suppliers) so that Train Services can actively contribute to improving people's Quality of life, and to the development and sustainable progress of Society. ► In summary, seek the Continuous Improvement of the Service through specific Commitments. 3 Mission __________________________________________________________________________________________________ • Promote sustainable urban and intercity mobility. • The effective, efficient, and transparent management of resources entrusted to us. • The best conditions regarding safety, comfort and punctuality. • Eco-efficiency criteria. • Improve the quality of life in our environment. • Align the interests of the company with the values of users Outlook __________________________________________________________________________________________________ Euskotren wishes to manage public resources responsibly for the greater well-being of the people and meet the mobility needs of today’s generations while regularly reassessing our services, work methods, and service quality to adapt to the changing demands of citizens. Values __________________________________________________________________________________________________ • Sustainable mobility that is the industry benchmark • Excellent Quality of Services for citizens • Responsible and transparent economic management • Responsible and eco-friendly environmental management • Ethical management and good governance • Committed and competitive personnel • The generation of wealth and the stimulation of the region 4 OUR SERVICE LINE MAP TIMETABLES https://www.euskotren.eus/sites/default/files/horarios/E3_L3_CARTEL_50x70_Invierno2019_4.pdf FARES https://www.euskotren.eus/sites/default/files/tarifas/Euskotren_Tarifa_Orokorra_2019_09_v2%20EN%20VIGOR.pdf 5 QUALITY OF SERVICE COMMITMENTS BETWEEN EUSKOTREN AND THE USERS OF LINE 3 OF THE METRO SERVICE These are the ten types of Commitments Euskotren would like to make to its users. The employees of the organisation pledge to implement them. On the whole, they exceed the Quality of Service standards set out in the eight criteria of the European Standard UNE-EN 13816. We regularly assess the level of compliance of our Commitments by conducting internal audits, interviews with passengers and external audits carried out by neutral and independent observers. ► SERVICE OFFERED ° Adapt the frequencies/capacity of the trains to the demand at rush hours on working days and on holidays, and avoid leaving passengers waiting at the stops. (Monthly verification through direct observation that the No. of people/m 2 is 4 or less (1)) ° No scheduled service will be cancelled or changed without prior notice, except for exceptional and duly justified reasons (information on signs at the stops). (Verified by No. services performed/total services month) (2). ► EXTERIOR AND INTERIOR ACCESSIBILITY OF TRAINS All our trains are suitably adapted to the needs of persons with reduced mobility issues. We not only comply with mandatory legislation but also with voluntary and more demanding requirements. European Interoperability TSI. State laws 51/2003, RD 1544/2007, Law 26/2011 of 1 August, RD 1276/2011 of 16 September and of the ACBC Law 20/1997, D 68/200 and d 42/2005V ° We have provided tele-indicators and PA systems for people with impaired sensory capacity, as well as acoustic and luminous signals on entrance and exit doors and embossed instructions on door opening buttons. (We verify the good condition of devices for people with reduced mobility by calculating the percentage of faults related to accessibility/month. ° 95% of the ticket vending and validation equipment at the stops are in optimal operating conditions (monthly availability greater than 95%) (3 and 4) 6 ► INFORMATION FOR CUSTOM ERS ON DAILY SERVICES ° We endeavour to ensure that 90% of the stops have simple and updated information on the operation of the payment system, lines, fares, connections with other means of public transport and current timetables, as well as maps of the area indicating the said connections. ° We guarantee that 95% of the trains have visible external signs indicating their destinations; as well as displays, public address and other systems (identification of the company supplying the service and means of contact, as well as the number of the train) in the interior. ° We are committed to ensuring that 100% of the timetables provided on the website and app are complete and up to date (7) (Verification of the information outside and inside the train through a monthly visual inspection (5) and the existence of up -to -date information on paper at the stops (6). ► INFORMATION FOR CUSTOMERS IN THE EVENT OF SERVICE DISRUPTIONS ° At stations equipped with display screens, passengers will be notified of changes to scheduled services at least two days in advance in all cases. ° Outdated information will not remain available at the stops for more than 48 hours after its period of validity (72 hours at weekends) in any case. ° In addition, any unscheduled incidents affecting the services will be reported on 95% of the displays at the stops and in 95% of the trains affected within 10 minutes of the detection of an incident. (Existence of a centralised public address system in stations and on trains as well a s accurate information in the event of incidents (8), 7 ► WAITING AND TRAVEL TIME; REGULAR SERVICES ° We guarantee that at least 98% of the services are carried out on time in relation to the total number of services, with no early departures or transits at stops, except in cases of unscheduled disruptions of the service. ° When delays that exceed ten minutes are detected, preventive and corrective actions shall be activated. (Daily verification of the percentage of services provided on time compared to the total number of services). (9). ► CUSTOMER SERVICE (TREATMENT) ° There are intercoms at the stops, a phone line (Tel: 944 33 33 33) that is permanently staffed throughout service hours as well as Internet services and an App to attend to any queries, complaints, and suggestions of users. 95% of written submissions are responded within a maximum of three days. Verification and follow-up of the response time to complaints received in writing. (10) ° To ensure customers receive the correct attention and assistance, 100% of the employees are aware of and apply the Customer Service Protocol. This point is verified by means of the results of customer satisfaction surveys (average score of the overall perception

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