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Customer Service Charter

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Customer Service Charter Customer Service Charter 1 About Us You are in safe hands Transdev Melbourne operates one third of Melbourne’s The safety of our customers and bus network, with 49 metropolitan route services employees is our top priority (including some SmartBus routes) and more than 100 school bus services. With six depots across Melbourne, we service the city’s western, south eastern and At Transdev Melbourne we ensure the safety of our eastern suburbs under contract to the Department of customers and employees by: Transport. • Embedding safety as a core value and ensuring Globally, Transdev is a world leader in the operation that it is reflected throughout every level of our of passenger transport services, with specialist business expertise in on-demand transport and autonomous • Implementing and maintaining safety policies and vehicles. We operate train, bus, ferry and light rail procedures which empower our team members to services in 20 countries around the world, have operate in a safe manner more than 82,000 employees and complete 11 million customer trips around the world every day. • Maintaining our bus operator accreditation to the highest standards At Transdev we believe that public transport plays an important part in how cities come to life and we • Implementing a robust assurance regime to monitor are focused on empowering your freedom to move the effectiveness of our safety risks and activities every day. • Training our drivers, workshop and support staff to the highest standards, enabling them to provide an ongoing safe and reliable service for our customers Our Commitment 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 customer maintenance and cleaning schedules service program and every training session is based on the notion that our business revolves around the customer. Some of our maintenance activities include: We support this by prioritising and working towards • All of our vehicles are serviced regularly and are continuous improvement in the following areas: inspected annually to ensure compliance with the ‘Bus Safety Act 2009’. We also have our own comprehensive audit and assurance program Safety Customer service which ensures our maintenance practices and programs are continually improving and are aligned with industry best practice. Community engagement Reliability • All vehicles are cleaned and sanitised on a daily basis. Maintenance Accessibility • Any bus with offensive graffiti is removed from service to be cleaned as soon as is practicable. 2 3 Your time is gold Mobility aid specifications We know our customers expect To travel safely on our services, mobility aids (wheelchairs, transport services to be reliable and scooters or motorised vehicles) should: punctual • fit within a space of 1300mm (length) by 800mm (width); and Our performance is measured in a number of ways, • be no more than 750mm wide at a height of 300mm including our ability to deliver on-time services. A above the ground in order to fit between the wheel bus is considered on time if it arrives no more than 59 axles of a bus. seconds early or 4 minutes 59 seconds late (applies to Additionally, the total weight of the customer, their major stops only). assistant (if applicable) and their mobility aid must To help keep our buses on time: be less than 300kg. This is to ensure the maximum weight capacity of boarding devices such as ramps is • All of our buses are fitted with GPS tracking and not exceeded. are connected by radio to our Operations Control Centre. Community training • We routinely review our operational improvement plans and maintenance plans to ensure our buses To improve safety and confidence in our services, continue running at an optimum level. Transdev provides access to stationary vehicles at our depots so customers can practise boarding and • We analyse travel data and customer feedback alighting. to identify timetable improvements for future service changes. To book a visit for yourself, a community group or organisation, please email [email protected]. Additional services au or call 1800 718 121. We will at times provide additional services for Carriage of items and luggage major sporting and special events. Prams, strollers, pushchairs and shopping jeeps are For further information, please visit welcome on our buses free of charge at any time. transdevmelbourne.com.au or ptv.vic.gov.au. However, because of space limitations we cannot accept bicycles (folding bicycles are permitted but please try to avoid carrying these during peak hours). Access for all Bulky items such as surfboards are not permitted. We aim to make it as easy as possible for everyone to access our Pets services Guide dogs, hearing dogs and assistance animals are permitted on all buses at all times and travel free of charge. Small dogs or cats can be transported on our All of our buses have low floors and are fully buses provided they are carried in an appropriate pet accessible. We continue to work with the carrier. Department of Transport 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 myki - Your ticket to travel every time they travel on our services. That means providing a smooth journey in a comfortable and clean myki is an easy to use, reusable travel card that is environment and friendly, professional customer your ticket to travel on Melbourne’s public transport service every time. network, as well as some regional train and bus services across Victoria. Customer service initiatives To travel on public transport, customers need to purchase a myki, top it up with credit and touch on and Some of our initiatives to ensure you enjoy the ride include: touch off at myki readers to pay their fare. • Mandatory customer service training for all employees myki types • Internal audits to evaluate our performance • Child (aged 5 – 18) • Systems and tools that make it easy for our • Concession staff to report any issues that compromise the vehicles’ cleanliness and comfort • Full fare • A purpose-built customer feedback reporting • Seniors system Children aged 4 years and under travel free and do not need a ticket. Customer information We will continue to work in partnership with the Buying and topping up a myki Department of Transport to introduce innovative customer information systems to keep you To use your myki immediately, you can purchase and informed. Currently, customers can find the top up a myki at the following locations: following information: • PTV Hubs • Public Transport Victoria’s app can help you to • Hundreds of shops including 7-Eleven stores plan your journey and get faster access to public transport information on the go • Premium train station ticket offices • Public bus timetables and route maps are available on • myki machines at train stations and premium tram Public Transport Victoria’s website at ptv.vic.gov.au and bus stops (full fare card sales only) • School bus timetables and route maps are • Quick top up machines available on our website at transdevmelbourne. • If you have an Android phone, you can purchase com.au and top up with a Mobile myki • Major service disruptions are posted on our • Register for auto top up online 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 off We listen to what you have to before you get off the bus. This ensures you have say and use this feedback to a valid ticket and pay the correct fare for your deliver improvements journey. Please note: your bus driver may remind you to touch on. We encourage our customers to provide us with Concessions feedback, so that we can continue to improve our service to you. Some of our initiatives to ensure we Concessions are available for customers who hold listen to you include: the following cards: • Our purpose-built customer feedback system • Health Care Card with a Victorian address which helps us keep track of what you are telling us • Pensioner Concession Card • Internal procedures that ensure management • Disability Support Pensioner Card and the relevant teams review your comments • Victorian or Interstate Seniors Card and allocate responsibility to make the necessary improvements • War Veterans / War Widows Card • Regular ‘Meet our Managers’ sessions where • Asylum Seeker Concession Card customers have the opportunity to speak • PTV Tertiary Student ID to key staff and help improve our services through feedback Primary and secondary school students aged 5 to 18 can travel on a Child myki. If you’re aged 17 to 18 you must carry government issued proof of age ID Passenger feedback (such as a passport, learner permit, driver’s licence, If you lodge formal feedback with us, we will provide Proof of Age card or Key Pass) or proof of another you with an initial response within seven business days. concession entitlement (such as a PTV School Student ID or Health Care Card). Please note: your Phone 1800 800 007 bus driver is entitled to see your concession card and Website transdevmelbourne.com.au you must provide it if requested. (via our Feedback section) Address Transdev Melbourne Pty Ltd Replacing a myki PO Box 8021, Sumner LPO To replace a lost or stolen myki visit ptv.vic.gov.au or Brunswick East VIC 3057 call 1800 800 007.
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