Transdev Melbourne Customer Service Charter. ptv.vic.gov.au

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1 Transdev Melbourne Customer Service Charter ptv.vic.gov.au

2 Contents Our Customer Service Philosophy 3 The Transdev Promise 4 Safety 5 Reliable, On-time Services 6 Our Buses 7 Customer Service 8 Ticketing 10 Contact Us 13 How you can help us make your 15 journey go smoothly 2 Customer Service Charter

3 Our Customer Service Philosophy At Transdev Melbourne, customer service means anticipating, responding to and exceeding our clients and customers changing needs and expectations. Every trip, every customer interaction, every customer service program, every training session, is based on the notion that our business revolves around the customer. Transdev Melbourne 3

4 The Transdev Promise The Transdev Australasia Promise is a guarantee of what you can expect when you travel, partner, or work with us. We are proud of the service, value and experience that we offer, and we continually strive for improvement. In line with our vision to be Australasia s acknowledged passenger transport leader, Transdev Australasia aims to provide comfortable, safe, reliable and on-time services to you, our valued customers. More than 90 million customers use Transdev Australasia operated trains, buses, coaches, light rail and ferries across Australia and New Zealand every year. Our track record tells the story in all the Australian states where we operate our customer service satisfaction ratings are among the highest of any operator. Transdev Melbourne aims to deliver more than just targets based around patronage, reliability and punctuality. We want to ensure that our performance reflects our role in promoting safety, being part of our local community, environmental responsibility and innovation. You can read more about how we are improving in areas of environmental sustainability, safety, training, community giving and much more on our corporate website at transdev.com.au. This charter outlines our commitment to you in line with the elements of our Promise: safety, performance, our buses (assets), superior experience, our staff and value for money. 4 Customer Service Charter

5 Safety Uncompromising Safety The safety of our customers and employees is our top priority. We have robust safety management systems in place and we are accredited to international safety standards. We use local and international Transdev innovations to continually improve our already outstanding safety performance record. Transdev Melbourne has measures in place to ensure your safety and security at all times: Nearly all our buses are fitted with CCTV cameras, with the ability to review at a Control Centre. All our drivers are trained in emergency evacuation. In case of an emergency, please follow the driver s instructions closely. We have a tried and tested crisis management protocol and drivers will be progressively trained to know exactly what to do in the case of a crisis in the coming year. Employees are also trained to assist customers with limited mobility or a disability to board and alight safely. While nearly all our buses are wheelchair accessible, there are a few which are not please check the PTV website or call the Customer Service Centre on if you need assistance with travel or call us 24 hours in advance on and we will try to schedule a low-floor bus for you, provided adequate notice is given. Transdev Melbourne 5

6 Reliable, On-time Services Best in Class Operational Performance We know our customers expect transport services to be reliable and punctual. We aim to maximise the number of services that arrive on time and minimise the number of cancelled services. Punctuality measures the number of services that turn up on time. The definition of on time is based on a service arriving no more than 59 seconds early and 4 minutes 59 seconds late. Our punctuality target is at least 90%. Reliability measures the number of services run out of the total number of services contracted. Our reliability target is at least 99.8%. We publish our reliability and punctuality performance on our website each month. To provide you with the best possible reliability and punctuality, all our buses are fitted with GPS tracking and have radio connection to our Control Centre, which means we can provide you with information on unplanned service disruptions and incidents. We will continue to introduce innovative customer information systems to keep you better informed at all times. Additional services We will at times provide additional services for major sporting and special events. For further information, please visit our website or ptv.vic.gov.au. 6 Customer Service Charter

7 Our Buses Quality Asset Management Our vehicles are maintained to the highest standards following strict maintenance and cleaning schedules. All vehicles are regularly cleaned (inside every day and outside once a week). Graffiti any bus with offensive graffiti will be removed from service as soon as is practicable, which is usually at the end of the shift, however, any bus with obscene graffiti will be removed immediately from service to be cleaned. To ensure a comfortable on-bus environment, we will regularly inspect the heating, ventilation, air conditioning and lighting to ensure they are working correctly. When purchasing new vehicles we seek out the best in terms of safety, customer comfort and fuel efficiency. Accessibility At present, 98% of our buses have low floors and are fully accessible. All new vehicles will be low-floor and fully accessible. We work with Public Transport Victoria to identify routes and stops that need to be upgraded to improve accessibility. If you are having problems accessing a bus, contact us on Transdev Melbourne 7

8 Customer Service Superior Experience Customer information We want our customers to have a positive experience when using Transdev Melbourne and we are committed to meeting customer expectations. That means we provide a clean and comfortable travel environment and friendly, professional customer service every time. Timetables Timetables, journey planning on all scheduled services, and all route maps of our buses are provided through Public Transport Victoria at ptv.vic.gov.au. There you will also find information on service disruptions to scheduled services. To obtain printed timetables, please ask your bus driver or phone the Call Centre on Our interactive website provides detailed information on our school bus services. 8 Customer Service Charter

9 Carriage of items and luggage Prams, strollers, pushchairs and shopping jeeps are welcome on our buses free of charge at any time. However, because of space limitations we cannot accept bicycles (folding bicycles are OK but please try to avoid carrying these during peak hours). Bulky items such as surfboards are not permitted. Pets Guide, hearing dogs and assistance animals (with a valid Assistance Animal Pass) are permitted on all buses at all times and travel free of charge. Small dogs or cats can be transported on our buses provided they are carried in an appropriate pet carrier. Lost property We will keep any property left behind on our buses (other than food items) for one month, at which point they will be donated to charity. If you have left an item behind, you can contact us on Our people As well as training our staff in customer service, we undertake regular Mystery Traveller surveys on board our buses so that we can identify issues that you, the customer, may be facing and find ways to resolve them. Food and drink For the sake of comfort and cleanliness, we ask customers not to consume food or drink onboard. Transdev Melbourne 9

10 Ticketing Value for Money myki Purchasing and topping up myki cards are available from all Premium Stations, the PTV Hubs (Southern Cross Station and 750 Collins Street, Docklands), and from around 800 retailers including all 7-Elevens. You can also top up your myki online and through the PTV Call Centre, and your myki money (max $20) on-board. Public Transport Victoria (PTV) is the public authority responsible for setting the fares and managing the myki smartcard ticketing system in Victoria. At least 10 days notice will be given for any change in fares. We will publicise the changes through on bus posters, our website and any direct customer communications. Remember that it is law to travel with a valid ticket at all times. myki cards will be replaced free of charge if they stop working. This can be done on the spot at any Premium Station or at the PTV Hub located at 750 Collins Street, Docklands. We recommend registering your myki card and setting up auto top up when the credit gets low. In addition, if the card is lost or stolen, you can contact ptv.vic.gov.au or by calling and a block will be placed on the card so that it can no longer be used. Lost or stolen myki To replace a lost or stolen myki, contact the PTV Call Centre or send a completed myki Replacement Form to myki Mailbox, Reply Paid 4318 Melbourne VIC Customer Service Charter

11 Please note: to replace a lost or stolen myki with a Student Pass, please return to the issuing location. This also applies for Victorian Public Transport Student Concession Cards. Students with registered lost or stolen myki cards without student passes can obtain a replacement at any staffed station or from the PTV Hub at 750 Collins Street. You will be issued with a replacement myki and the remaining myki money and/or myki pass will be transferred to the new myki card. Touch on and touch off You must touch on at the myki reader at the start of your journey and touch off at the myki reader at the end. If you do not touch off, you will be charged a default fare, which may be higher than the fare you needed to pay. Please note that your driver may remind you to touch on. Concessions Concessions are available for customers aged 16 or under, and holders of the following cards: Health Care Card with a Victorian address Pensioner Concession Card Victorian Public Transport Student Concession Card Victorian or Interstate Seniors Card War Veterans / War Widows Victorian Public Transport Asylum Seeker Concession Card Please note that the bus driver is entitled to see your concession card and you must provide it if it is requested. Transdev Melbourne 11

12 Ticket checking & fare evasion All passengers travelling on our buses are required to have a valid ticket. You will be reminded by the bus driver to touch on if he or she sees that you have not done so. We also work with Public Transport Victoria and other public transport operators to ensure fare evasion is reduced or non-existent. In accordance with the Victorian Transport Act and Regulations, Authorised Officers patrol the bus network and key interchanges and are entitled to see your valid ticket on request even after you have left a vehicle. They are also entitled to ask for your name and address if they reasonably believe that you have committed an offence. Authorised Officers complete extensive training and are capable of providing you with customer information. Ticket refunds Our refund policy is in line with the Public Transport Victoria policy. That means you are eligible for a refund in the event of prolonged severe service disruption or industrial action. Special bulletins will advise refund arrangements. Severe service disruption means regular services are unable to be provided and replacement services are unavailable for an extended period. For further details go to: ptv.vic.gov.au/ tickets/customer-compensation/ For further information about fare evasion and infringement notices, please visit the Public Transport Victoria website at ptv.vic.gov.au. 12 Customer Service Charter

13 Contact Us FEEDBACK AND COMPLAINTS We encourage our customers to provide us with feedback, whether it is positive or negative. That way we can continue to improve our service to you. If you lodge a formal complaint, we will provide you with an initial response within five business days. Customer Service Centre Phone: (6am to midnight daily) Twitter You can follow us on Twitter for up to the minute service information. Go Facebook We also have a Facebook page where you can provide us with feedback. See Transdev Melbourne. Address Transdev Melbourne Pty Ltd PO Box 8021, Sumner LPO Brunswick East VIC 3057 Website Transdev Melbourne 13

14 Other public transport contacts Public Transport Victoria Public Transport Victoria is your central stop for information on public transport services, tickets, improvement projects and to provide customer feedback. Up-to-date information is available via its website, call centre and mobile phone applications. To plan your journey visit ptv.vic.gov.au or call am midnight daily. Travellers Aid Travellers Aid Australia is a not-for-profit organisation with a 95-year history. Since 1916, Travellers Aid has supported travellers by providing simple, practical travel-related support and aid that helps them travel independently and confidently, no matter what their background. Customers who are not satisfied with the outcome of a complaint can contact the Ombudsman by writing to: Public Transport Ombudsman (Victoria) PO Box 538 Collins Street West Melbourne Vic 3001 Call: (8.30am 5pm, Monday Friday) TTY users phone: , then ask for Fax: Website: ptovic.com.au Phone: (Southern Cross Station) (Flinders Street Station) Public Transport Ombudsman The Public Transport Ombudsman deals with complaints about Victorian public transport that customers have been unable to resolve directly with the public transport operators. 14 Customer Service Charter

15 How you can help us to make your journey go smoothly Always travel with a correct and valid myki and adequate credit to complete your journey Have your myki card ready to touch on as your bus arrives Do not stand in a place at the bus stop where you might endanger yourself or others Hail the approaching bus so that the driver knows you want to board Notify the bus driver to stop well before reaching your stop Be respectful and courteous towards other customers and Transdev Melbourne employees by: Not playing loud music or having loud mobile phone conversations Keeping feet off the seats Not smoking at bus stops or onboard buses Always offer seats to the elderly, pregnant customers and customers with a disability Ensure you have appropriate support with you if you are unable to travel independently Charter formats and languages This customer service charter is also available in the following languages: Arabic Cantonese Croatian Dinka Greek Italian Macedonian Mandarin Somali Spanish Sudanese Turkish Vietnamese It is also available in large print, Braille and audio format. See our website for details on how to obtain this Charter in other languages or formats. Interpreter Service To use the interpreter service, please call (6am to midnight) TTY Service TTY Facility for people with speech or hearing impairment please call Transdev Melbourne 15

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