Transwa SmartCommuter User Guide What is the SmartCommuter card?

The Transwa SmartCommuter card is membership based and makes frequent travel with Transwa a more affordable and convenient customer experience. Transwa SmartCommuter cardholders qualify for a significant discount off the standard adult fare for the following Transwa services: • : train services between Bunbury and City. • AvonLink: train services between Midland, Toodyay and Northam. Contents • MerredinLink: train services between East Perth/ Midland, Toodyay and Northam only. What is the Transwa SmartCommuter card? 1 The benefits of travelling using a card 2 How to apply 3 Card fees 5 Payment methods 6 Photograph guidelines 7 Receiving your card 8 Cancellation and refunds 8 Lodgement guide 9 How to use your card 10 Renewing your card 10 Lost/stolen or damaged cards 11 Terms and conditions of use 12 Transwa terms and conditions of travel 14 Transwa contact information Back cover

Transwa SmartCommuter | User Guide 1 The benefits of travelling How to apply using a card The Transwa SmartCommuter card is issued by Transwa after the submission of the following: Travelling using the Transwa SmartCommuter card 1. A Transwa SmartCommuter Application Form, on the Australind, AvonLink and MerredinLink train available from either: services: i. a Transwa Booking Centre, Saves you money • Receive a 35% discount* off the standard adult ii. by calling our Contact Centre on fare for tickets purchased for travel on Australind, 1300 662 205, AvonLink and MerredinLink services (conditions iii. by downloading a PDF printable form found on apply). our website transwa.wa.gov.au, or

It’s convenient iv. by completing the online application form at transwa.wa.gov.au • Book your discounted tickets at all Transwa Booking 2. A passport sized photograph; and Centres, Transwa accredited agents, or via the Transwa Contact Centre on 1300 662 205. 3. Payment of all applicable fees. There are a number of ways you can lodge your • Book discounted tickets online at completed application form: transwa.wa.gov.au At a Transwa Booking Centre • Buy your discounted tickets on board the Australind, AvonLink and MerredinLink services using your card You can apply in person at any of the Transwa (Transwa recommends booking in advance to ensure Booking Centres listed below. availability).

Timetable and fare information, as well as the Transwa Booking Address details for all Transwa Booking Centres and Centre Location accredited ticketing agents can be found by visiting Armadale Station, transwa.wa.gov.au. Armadale Commerce Avenue, Armadale To make the most of these benefits, use your Transwa Bunbury Passenger Terminal, SmartCommuter card today and present it for every Bunbury Picton Road qualifying ticket you purchase. East Perth Terminal, Summers * East Perth Discounts are subject to change without notice. Street (off Lord Street) East Perth * The discount does not apply to any Road Coach or Prospector Midland Railway Station, Corner Midland service. of Victoria and Helena Streets * It also does not apply for tickets purchased for travel where Northam Railway Station, Northam the travel is used as part of another journey (i.e. between Peel Terrace, Northam Perth City and ). 2 Transwa SmartCommuter | User Guide Transwa SmartCommuter | User Guide 3 By post Online You can apply by lodging your completed application An application form can be completed online in the form, including a passport sized photo and payment* Booking and fares/SmartCommuter card section of by post to our Transwa reply paid postal address (no the Transwa website transwa.wa.gov.au. Complete all stamp required): sections of the form and upload your passport sized photograph, and then click on the submit button to Transwa lodge your application. Public Transport Authority Reply Paid 8125 Please note: when using the online option the only Perth Business Centre payment method available is credit card payment WA 6849 over the telephone. On receipt of your completed application form and photo, a Transwa representative *When sending payment by post we only accept a cheque or will telephone you for payment. Please refer to the money order made out to Transwa. Please note that cash ‘Payment methods’ section found on page 6. will not be accepted by mail. Please refer to the “Payment methods” section found on page 6 of this guide. Transwa reserves the right to reject an application if By email an applicant: You can apply by lodging your completed application • provides false or misleading information, form via email to [email protected]. Please • fails to provide all required information including enter in the subject line of your email: ‘Transwa a passport sized photograph. For photograph SmartCommuter Card application’. requirements please refer to the ‘Photograph You will also be required to email a passport sized guidelines’ section found on page 7 for more details. photograph along with your application form. Please • fails to pay all applicable fees; or refer to the ‘Photograph guidelines’ section found on • is currently prevented from travel on Transwa as a page 7. result of a court ruling, or as a result of misconduct or unacceptable behaviour. Please note: when using the email option the only payment method available is credit card over the telephone. On receipt of your completed application Card fees form and photo, a Transwa representative will telephone you for payment. Please refer to the Refer to the table below for the applicable fees ‘Payment methods’ section found on page 6 of this for the application of a new, yearly renewal user guide. or replacement (lost/damaged) Transwa SmartCommuter card.

Application Type Card Cost

New card/yearly renewal $60

Lost/stolen or damaged card $10

4 Transwa SmartCommuter | User Guide Transwa SmartCommuter | User Guide 5 Payment methods Payment methods quick reference guide Cheque At a Transwa Booking Centre Credit Cash EFTPOS or Money Card When applying in person at a Transwa Booking Order Centre (see page 3), payments can be made: Transwa Booking     • in cash, Centre • by cheque or money order (made out to: Transwa), By Post *  • by EFTPOS card; or  • by credit card. By Email  * By post Online  * Payments for postal applications can be made: • by cheque or money order (made out to: Transwa); or • by credit card. On receipt of an application form, a Photograph guidelines Transwa representative will telephone the applicant Transwa SmartCommuter cards contain a portrait using the daytime telephone number entered on the photograph of the applicant and a passport sized application form*. photograph must be submitted with your application. Please note: cash will not be accepted via post. Your photograph must be recent, no more than 12 months old and: By email Payments for applications sent via email can be made: • sized approximately 35-40mm wide and 45-50mm high, • show your head and shoulders so that the face measures • by credit card only. On receipt of an application form, between 32 - 36mm from the bottom of the chin to the a Transwa representative will telephone the applicant crown (i.e. top of head without hair), using the daytime telephone number entered on the form*. • a good quality colour and gloss print, • plain, light-coloured background (e.g. cream, pale blue or Online white), Payments for online applications made using the • appropriate brightness and contrast showing your skin online application form can be made: tones naturally, • by credit card only. On receipt of the online • good lighting (no shadows across or behind the face); and application form, a Transwa representative will • a clear and sharply focused image. telephone the applicant using the daytime telephone Photographs are not required for renewal or number entered*. replacement card applications. * when applying via post, email or online using your credit card, it is important that a daytime contact Transwa may request you to renew your photograph number is entered onto the application form, as a every 5 years, or where your current appearance Transwa representative will need to call you to take does not match your original photograph. payment over the telephone. Unacceptable photographs may delay the processing of your application. 6 Transwa SmartCommuter | User Guide Transwa SmartCommuter | User Guide 7 Receiving your card Lodgement guide Your Transwa SmartCommuter card will be issued to you by mail to the address entered on your application form, or can be collected in person at the Transwa Booking Centre nominated on your application form. Cards can be collected from any of the Transwa Booking Centres listed below: • Armadale (limited hours) • Bunbury • East Perth • Midland (limited hours)

• Northam (limited hours) Payment method Cash, credit card, EFTPOS, cheque/ money order orderCheque/money Credit card (Transwa will call to take payment over the telephone) Credit card (Transwa will call to take payment over the telephone) Credit card (Transwa will call to take payment over the telephone) • Perth City Station ( Info Centre) Photo identification will be required for collection of

✔ ✔   cards. ✔ ✔ Photo Upload photoUpload to online formto online

Please allow up to 14 days for card applications to be Attach to email processed. For those collecting their cards, Transwa will advise you when your card is ready for collection ✔

✔ at your nominated Transwa Booking Centre. ✔  ✔ form email online  Attach to Using the Application Cancellation and refunds electronic form You can cancel your Transwa SmartCommuter card by contacting Transwa on 1300 662 205. The Transwa SmartCommuter card is non-refundable and there will be no refund of the card fee after purchase.

The Transwa SmartCommuter card cannot be transfered to another person.

To: Transwa, Public Transport Authority, Reply Paid 8125 Perth Business Centre WA 6849 To: [email protected] At: transwa.wa.gov.au At a Transwa Booking Centre By post By email Online Lodgement method personIn

8 Transwa SmartCommuter | User Guide Transwa SmartCommuter | User Guide 9 The process for applying for a renewal card is the How to use your card same as when applying for a new card, and the Provide your Transwa SmartCommuter card when following is required: booking, purchasing or collecting tickets for travel • A completed and signed Transwa SmartCommuter on any Australind, AvonLink or MerredinLink service Application Form, ensuring you have entered your (conditions apply). membership number in section 2. The card entitles the holder to a 35% discount off • Payment of all applicable fees. the standard adult fare for the above mentioned A photograph is not required for either renewal or services. replacement cards. Transwa may request you to Cards can be presented at any Transwa Booking renew your photograph every 5 years, or where your Centre, Transwa accredited agent, online or on board current appearance does not match your original the Australind, AvonLink or MerredinLink service to photograph. receive the discount. For full details of how to apply to renew and When making your booking by telephone obtain your replacement card, refer to the section (1300 662 205) advise the operator and quote your “Lodgement guide”, found on page 9 or online at card number and the discount will be applied to your transwa.wa.gov.au. booking. When making your booking online enter your card Lost/stolen or damaged cards number and your date of birth (for verification It is your responsibility to protect your card from purposes only) and the discount will automatically be loss, theft or damage. In the event this occurs: applied to your booking. 1. You must report your lost, stolen or damaged card to When collecting your tickets at a Transwa Booking Transwa immediately by calling 1300 662 205 or via Centre or on board your Transwa service, you will be email to [email protected]. required to present your card. 2. The card may be replaced upon application (fees When travelling on a ticket purchased using your apply). card, you will be required to present your card with 3. For a replacement card, complete and submit a new your ticket. The Transwa SmartCommuter card Transwa SmartCommuter Card Application Form cannot be used for travel without a ticket. ensuring you have read and signed the declaration in section 4. Please refer to page 12 for Terms and Conditions of use. 4. Payment of the applicable fee shown on page 5 is required before any application can be processed. Renewing your card 5. A photograph is not required for replacement cards. 6. Where a card is damaged, enclose the damaged card The Transwa SmartCommuter card is issued per with your application form. calendar year and is valid for the year of issue only. It expires at midnight on 31 December of the year shown 7. For full details of applying to replace your card, on the card. please refer to the “How to apply” section on page 3. 8. Please allow up to 14 days for card applications to be fully processed. 10 Transwa SmartCommuter | User Guide Transwa SmartCommuter | User Guide 11 9. Where a ticket is purchased for travel on the Terms and conditions of use Australind, AvonLink or MerredinLink service in conjunction with another Transwa service, the By submitting a completed Transwa SmartCommuter Card Transwa SmartCommuter card discount will not Application Form you agree to the terms set out below: be available. In this case a separate booking will be required in order to obtain the discount. 1. The Transwa SmartCommuter card entitles the holder 10. Transwa or an agent acting on our behalf, will not be to a discount off the standard adult fare for travel liable for loss, damage or delay of any kind arising on all Australind (between Perth City and Bunbury), out of failure, loss of benefit or refusal arising from AvonLink and MerredinLink (between East Perth/ the purchase of or use of a Transwa SmartCommuter Midland and Northam) services . The discount does card or related ticket. not apply to road coach services or the Prospector service. 11. Transwa may terminate your Transwa SmartCommuter card at any time if you have 2. The Transwa SmartCommuter card is only valid for committed misconduct, fraud, misused your Transwa use by the person named on the card and is not SmartCommuter card or you fail to comply with these transferable. terms and conditions. 3. You must provide your Transwa SmartCommuter card 12. All fares, fees, charges and the discount available when booking, purchasing or collecting tickets at a through the Transwa SmartCommuter card are Transwa Booking Centre, online, by telephone, or on subject to change at any time without notice. board a service to receive the discount. You must carry your Transwa SmartCommuter card at all times when 13. These terms and conditions may be varied at any time travelling on the Australind, AvonLink or MerredinLink by adding, altering, deleting or by making new terms services. and conditions. 4. All other standard Transwa terms and conditions apply. 14. In the case of a dispute, the decision of Transwa will These can be found in the Transwa SmartCommuter be final. Card User Guide, by visiting transwa.wa.gov.au or calling 1300 662 205. 5. By completing a Transwa SmartCommuter Card Application Form, you consent to Transwa using your personally identifiable details for administrative purposes, including the delivery of your card. 6. You agree to release and indemnify Transwa from any liability that it may incur as a result of you submitting an incomplete or incorrect Transwa SmartCommuter Card Application Form. 7. Damaged or unreadable Transwa SmartCommuter cards will not be accepted and will need to be replaced before you can purchase a discounted ticket. 8. All Transwa SmartCommuter cards will be issued for a calendar year and will expire on 31 December of the year shown on the card.

12 Transwa SmartCommuter | User Guide Transwa SmartCommuter | User Guide 13 departed. If an adult is not present, Transwa reserves Transwa terms and conditions the right to refuse travel. of travel 9. An adult aged 16 years or older is permitted to travel 1. Transwa tickets are valid only for use by the person/s with a maximum of two children aged 4 years or named on the ticket, and are not transferable. under. 2. Transwa tickets are issued subject to the terms and 10. It is illegal to smoke on all Transwa services. The conditions of travel as set out here (“Conditions”), consumption of personal alcohol is strictly prohibited and subject to the Government Railways Act 1904, on all Transwa services. By-Laws, Regulations, Public Transport Authority Act 11. Transwa reserves the right to refuse travel to 2003 and Regulations. passengers who are inappropriately dressed, 3. Acceptance of a Transwa ticket confirms acceptance not wearing suitable footwear, or are considered of the travel details and these Conditions. offensive, intoxicated or disruptive. In all cases Transwa is not liable for any loss, delay or 4. The issuer of a Transwa ticket is not liable to the compensation. purchaser or the holder in the event of the loss of or theft of the ticket, or if it is honoured when Transwa services presented by a person other than the person/s 12. Transwa may, without liability, cancel in whole or in named on the ticket. part any service shown in the published timetables, or vary the stopping location at which the service Transwa passengers will pick up or set down passengers, or vary the 5. Holders of tickets issued at concessional fares nominated mode of transport for the journey. must produce a valid concession card upon request and when travelling on Public Transport Authority 13. Transwa is not liable to the ticket holder for loss, services. damage or delay caused by or arising from the failure of Transwa to give a ticket holder notice of the 6. A passenger and/or their luggage may be subject withdrawal, variation or cancellation of any service. to a search or inspection by a Police Officer or an authorised Public Transport Authority officer at any 14. Transwa is not liable for any consequence arising out facility or on any service. of or from any cancellation, variation in the time of arrival at or departure from any station or stop, of 7. For safety reasons, Transwa reserves the right to any service. require children under 10 years of age to travel accompanied by a parent or guardian. Children aged 15. The purchase of on board tickets, food, refreshments between 10 and 15 years of age inclusive who are or other buffet items on Transwa services are travelling unaccompanied require a completed and available with cash only. signed Travel Authorisation for Unaccompanied Child/Children form. This requirement does not General apply if the child/children are travelling within the 16. The exclusions of liability set out in these Conditions East Perth/Midland to Northam Exclusion Zone on apply to and are to be of benefit to the agents, a Transwa rail service, unless such travel is part of a employees and representatives of Transwa and any journey on a connecting Transwa service. carrier whose vehicle or train is used by Transwa for carriage, and the agents, employees and 8. A responsible adult must stay with an representatives of such carrier. unaccompanied child/children until the service has

14 Transwa SmartCommuter | User Guide Transwa SmartCommuter | User Guide 15 17. Transwa is under no obligation or liability whatsoever 25. One additional item of luggage including golf to any person as a result of inaccuracy or error clubs, bicycles, surfboards and body-boards may contained in any travel document; change in any be accepted on some services (for a fee) if space ticket price; or withdrawal of or failure to provide any permits (refer to transwa.wa.gov.au for further service set out in such travel document. details). Surfboards and body-boards must not exceed 2 metres. Cancellations 26. Windsurfing boards, surf skis, kayaks and surfboards 18. A cancellation fee may be charged for bookings exceeding 2 metres in length cannot be carried on cancelled in whole or in part. Transwa services. 19. To be eligible for a refund of a paid fare (less any 27. In addition, Transwa cannot carry dangerous goods cancellation fee) the ticket holder must cancel the (including fuel, oil, solvents, acids, chemicals, booking prior to the scheduled departure time of the radioactive material, explosives, knives, firearms, service from its point of origin. ammunition or other weapons); all gas cylinders 20. The original ticket must be returned to Transwa or including diving tanks and compressed gases their agent within 12 months of purchase for any (excluding medical oxygen); containers or eskies refund application to be processed. containing perishable foods (sealed or unsealed); or unpackaged electrical goods; plants, birds, fish or Luggage animals (excluding Service Dogs). 21. For the comfort and safety of all passengers, staff 28. Unaccompanied luggage or freight will not be and contractors, limitations apply as to the quantity, accepted. size, weight, shape and nature of the luggage that can be transported on Transwa services. 29. Luggage is carried on Transwa services at the passenger’s own risk and Transwa and its contractors 22. The luggage allowance per seated passenger is shall not be liable for the loss of, damage to, or delay one (1) piece of stowed luggage not exceeding 20 in delivery of such luggage or its contents. It is kilograms and one (1) piece of carry-on luggage, recommended passengers consider travel insurance not exceeding 7 kilograms (restrictions apply to to cover their luggage and contents during their the carriage of some items including bicycles and journey. surfboards). A piece of luggage that exceeds 15 kilograms must have a heavy luggage label attached. 30. Lost or damaged luggage should be reported to Labels can be provided by Transwa. Transwa in writing within 7 days from the date of the journey. 23. Luggage shall be packaged in a suitable container (e.g. suitcase or backpack), secured and clearly 31. Where an item of luggage is lost or damaged and labelled with the passenger’s name, contact liability is accepted by Transwa, such liability shall in telephone number and destination. all cases be limited to a maximum of $200. 24. Passengers are obliged to load and unload their luggage as and when required, and to take all reasonable care in the protection of their luggage, including the collection of the luggage as soon as it is available.

16 Transwa SmartCommuter | User Guide Transwa SmartCommuter | User Guide 17 Transwa contact information

Bookings (within Australia) 1300 662 205 Bookings (International) + 61 8 9326 2600

Contact Centre (Western Australian Standard Time) Monday to Friday 8.30am to 5.00pm Saturday 8.30am to 4.30pm Sunday 10.00am to 4.00pm Administration (08) 9326 2600 Facsimile (08) 9326 2619 TTY callers may call through the National Relay Service on 13 36 77 and quote the Transwa telephone number 1300 662 205 General Enquiries [email protected] Group Bookings - for 10 or more passengers [email protected] Street Address , West Parade, East Perth WA 6004 Postal Address Transwa P.O. Box 8125 Perth Business Centre, WA 6849

This document is intended as a general reference and information guide and is subject to change. Please refer to transwa.wa.gov.au or call 1300 662 205.

2000-400-001 Rev 1.03 17 October 2017