Passenger Relations Plan

PASSENGER RELATIONS PLAN

LAST UPDATED: 1 SEPTEMBER 2015, version 1.0

FOR REVIEW: 1 SEPTEMBER 2016

Customer service is an integral part of the Transdev NSW business; as part of our commitment to customers, we have developed this Passenger Relations Plan.

This plan aligns with the Transport for NSW (TfNSW) focus of ‘putting the customer at the centre of everything we do’.

This plan looks at the following areas that affect Transdev NSWs customers:

• Information and Feedback o Arrangements for collaboration with Transport Info (131 500) o Customer Enquiries o Complaints Handling

• Incident Management o Lost Children o Lost Property o Other Emergencies

• Customer Research & Consultation o Service Evaluation o Service Review and Development

• Marketing o Promotion of Bus Services o Distribution of Information o Media

• Transport for NSW Customer Commitment o Customer Charter

• Passenger Training / Assistance o Individualised Assistance

References: This plan has been developed in accordance with quality management organisation’s standards and best practices: - AS 4269: voluntary standard, developed by Standards Australia, for complaints handling; - ISO 10002: international standard providing guidance for the design and implementation of an effective and efficient complaints-handling process.

Objective

To treat our passengers in a polite, friendly and respectful manner and to respond to customer enquiries in a timely manner.

Arrangements for collaboration with Transport Info (131 500)

Performance Initiatives Measures Transdev NSW will: • Accurate • support an integrated information service; information is • identify and notify TfNSW in writing of any difficulties involving provided to Transdev NSW; Transport Info • provide to TfNSW and Transport Info information on plans for (131 500) and changes in transport services; and reliable information is • advise TfNSW of any unsatisfactory performance by Transdev conveyed to the NSW. public.

Customer Enquiries

Performance Initiatives Measures Transport Info ( 131 500 ) Customers can contact • Customers rate www.transportnsw.info or phone 131500 passenger or TTY 1800 637 500 for enquiries. information under a Customer Information 8 CIAs are deployed at key interchanges Bi-annual customer Ambassadors (CIA’s) in the areas, available to respond to satisfaction surveys customer enquiries. • Feedback forms Transdev NSW In addition of Transport Info, the • Online feedback Customer Feedback Transdev NSW Customer Feedback • Customer Team Team is available for customer enquiries complaints on between 0800 and 1700, Monday to Customer Enquiries Friday (excluding public holidays). handling Customers can email enquiries at any time. Transdev NSW aims to respond to all enquiries within a maximum of 2 business days, sooner if possible. Transdev NSW Website The Transdev NSW website is an access point for enquiries. Customers can: • contact the Customer Feedback Team via this site; • download timetables; • access route descriptions for school and route bus services.

Performance Initiatives Measures Processes Complaints can be received via • Key Transport Info’s contact channels, or via Performance Transdev NSW’s Customer Feedback Indicators (KPI) Team’s contact channels. scores Our commitment is to resolve complaints regarding with a required response to 100% of Complaint feedback within 2 business days (if the Response and customer requests to be contacted back); Resolution and a close out of complaints within two business days for 70% of feedback and • Volume of 30 business days for 100% of feedback complaints The Transdev NSW Customer Feedback received and Team operates from 0800 until 1700 breakdown per Monday to Friday (excluding public representative holidays). Where possible, the most categories senior member of staff on duty will deal with the complaint. However, all • Ratio of Transdev NSW staff will be appropriately complaints trained and expected to deal with received per telephone and personal contact queries 100,000 from customers whenever they are on boardings duty. Transdev NSW has developed Work Procedures, which will be available for training and for staff referral when dealing with Customer Complaints and Feedback. These procedures clearly indicate time frames, consistent with Transdev NSW’s commitment. Any disciplinary action, determined as a result of an investigation finding the complaint was due to a Transdev NSW employee, will be taken in accordance with the Transdev NSW ‘Code of Conduct’ and disciplinary procedures. Transdev NSW maintains a register of all customer complaints whether received through email, website, letter or telephone contact to Transport Info (131 500) or Transdev directly. A thorough analysis of this register occurs monthly.

Transdev NSW is part of the Transdev Australasia group (TDA ) which runs businesses in Auckland (rail), Brisbane (bus, coach, ferry), Darwin (Buslink VIVO coach), Melbourne (bus), Perth (bus), SW Western Australia (bus, coach) and Sydney (bus, ferry, light rail) PASSENGER RELATIONS PLAN Procedure for The steps to process an oral complaint Processing Oral are to: Complaints 1. Identify yourself, listen, record details and determine complaint nature. 2. Confirm the details received. 3. Empathise with the customer in a courteous manner. 4. Explain the courses of action available. 5. Do not attempt to lay blame or be defensive. 6. Resolve the complaint if possible or commit to doing something immediately, irrespective of who will ultimately handle the complaint. 7. Ensure that the customer is informed that the complaint is receiving attention, without creating false expectations. 8. Check whether the customer is satisfied with the proposed action and, if not, advise alternative courses of action. 9. Provide acknowledgement; eg: a thank-you letter, a telephone call (if the customer is not reachable, a voice message will be left where possible). 10. Follow up as appropriate and monitor to ensure the customer remains satisfied as well as receives feedback. Processing Written The principles are the same as Complaints processing oral complaints, however, in this situation a response should be given within the same timeframes, in writing (either email or letter) as requested.

Objective

To handle any incidents effectively and with care; To have processes in place that minimise the impact of incidents on customers.

Lost Children

Performance Initiative Measures In the event of a lost child (e.g.: a child remaining on the vehicle when • Successful all other students have alighted from the bus) the driver immediately return of lost contacts the Operational Control Centre (OCC) by 2-way radio. child The OCC will assist the driver in identifying the child and attempt to contact the parents, guardians or carers to arrange the safe return of the child to their home. The driver is to ensure the child remains on the bus. Should OCC be unable to contact the parents, guardians or carers, the local police are to be contacted.

Lost Property

Performance Initiative Measures Drivers return any lost items to the depot. If the owner of a lost item • No. of lost can be identified, Transdev NSW will contact the person and arrange property Items for the return of the item. returned to the In all other cases lost property is kept at the Bankstown or Mt Kuring- owner gai depot for six (6) weeks. If the owner has not redeemed the item within this timeframe, the lost property is disposed of, or given to • No. of charity. complaints Transdev NSW will not make a profit on the return of lost property and concerning will ensure that adequate identification is made at the time of lost Transdev NSWs property being collected. A fee may be charged where the owner handling of lost requests an item to be couriered to them or a pre-paid post pack may property be requested to be sent to return the item. We propose that all proceeds from any disposal of unclaimed lost • No. of property will be donated to a charitable institution. complaints Customers should contact the Bankstown Customer Feedback Team resolved to the at the Bankstown depot (for all Transdev NSW Bus services) to locate satisfaction of a missing item. Alternatively, a passenger can contact 131500 to the customer locate lost property. Transport Info (131 500) staff should direct the enquiry to Transdev NSW Customer Feedback Team.

Other Emergencies

Performance Initiative Measures Emergencies will be dealt with in accordance with the Emergency and • Adherence to Crisis Management Plan and Response document. document

Objective

To involve communities and stakeholders in planning and development of all aspects of our services to be able to provide effective services (based on identified need as well as operational considerations) to the communities we service.

Service Evaluation

Performance Initiatives Measures • A bi-annual independent customer satisfaction survey will • Surveys be conducted by TfNSW (or its contractor) to rate Transdev conducted NSW’s performance in a number of areas, including: • Availability of o Staff helpfulness and courtesy feedback forms o Vehicle cleanliness • Number of o Provision of information complaints that o Personal security have resulted in o Service provision changes o Ticket machine availability and reliability of performance • Media reports o Overcrowding • Website hits • An annual mystery shopper survey rolled-out by Transdev • Results NSW is conducted on our services analysed and compared with previous years • A Meet the Managers Program is run, whereby Managers • No. of Meet the visit key customer areas to respond to queries and hear Managers visits feedback • The Customer Information Ambassadors (CIAs) are • No. of available to hear feedback on the quality of services complaints recorded • Feedback forms stocked with drivers to give customers who • Stock of have complaints / compliments. timetables • Record and maintain database of all formal complaints. Review these on a monthly basis. • No. of • Promote where community feedback has resulted in positive complaints changes. • Ticket information and patronage count to use in comparison with pre-implementation figures. • Monitor media coverage • Monitor website hits, and in particular, timetable searches. • Note the demand for new timetables o How long did stock last? o Which areas were most frequently requested?

Service Review & Development

Performance Initiatives Measures • Surveys: • Scores from o Customers annual o Potential bus users satisfaction o Mystery shoppers surveys on services surveys • Invitation for comment: o Newspaper advertisements o Media coverage o Feedback forms (stocked with CIAS, drivers, at depots, Meet the Manager days, letterboxed dropped [when necessary] and on the website) o Material on buses and at community facilities o Letters to Councils, MPs and community groups • Analysis of records of complaints / compliments / suggestions • Service Planning Forum (meetings of customers and stakeholders, when required), with: o Councillors, Council staff and MP(s) o Trip attractors (eg: shopping centres, retirement villages, TAFE, tourist attractions) o Community groups (eg: Community Transport, transport advocacy groups, youth forums) o Form working groups to consult throughout the development of services

Promotion of Bus Services

Performance Initiatives Measures • Web presence • Uptake of new • External advertising on buses services • Participation in cooperative events promoting bus use • Targeted marketing initiatives

Distribution of Information

Performance Initiatives Measures • Distribution of timetables at a variety of outlets, including • Current website, through drivers, depot, community facilities, Councils, information real estate agents, general stores, etc available • Bus stop information (have timetable information at all major bus stops) • No. complaints • Regional maps printed & on website regarding • Website inaccurate • Transdev NSW Customer Feedback Team’s contact channels information for timetable distribution

Media

Performance Initiatives Measures • Develop positive relationships with journalists • Relationships • Respond to published articles with media • Respond to media requests • Proactive media releases

Objective

To ensure that assistance is provided for passenger training to facilitate the uptake of bus travel by the elderly, disabled or culturally and linguistically diverse members of the community.

Customer Experience Charter

Performance Initiatives Measures Transdev has developed a Customer Promise that outlines the • Feedback from commitments relating to customers, including commitments and community initiatives detailed in the Passenger Relations Strategy. The Customer Promise is available on the Transdev website and • Feedback from features in company marketing material where appropriate. The community Promise adheres to the standards set in the Transport for NSW Customer Commitment.

Objective

We will ensure that assistance is provided for passenger training to facilitate the uptake of bus travel by the elderly, disabled or culturally and linguistically diverse members of the community.

Individualised Assistance

Performance Initiatives Measures Travel Education Staff available for individual • No. of locations travel education when requested visited by individuals or groups, including nursing homes, schools, community groups, health facilities.