Involvement in the future development of the business. A healthy and safe working environment.

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1 1. Introduction Throughout this Charter, the words Translink Company and/or the Group refer to all corporate entities under the ownership of the Northern Ireland Transport Holding Company (NITHC). This includes the parent company and each subsidiary either individually or taken together as a group. 2. Scope This Employee Charter applies to all staff and, along with the Company s value statements and principles, clearly shows what rights and protection an employee has and what help and guidance he can expect from the Company. It also sets out clearly the standards which the Company expects of employees who play their part in delivering the quality services which the Company aims to provide. 3. Values and Principles We believe that the following values and principles form the basis of our success. Our vision We want to provide coordinated bus and rail services which give genuine customer satisfaction. Our Values Employees are the source of our strength. They determine our reputation. Involvement and teamwork are core human values. Public transport should improve the life of the community. Our Guiding Principles We are committed to a policy of honesty, openness and total integrity in all our dealings. We are committed to excellence and reaching the highest quality in our standards. We are concerned, caring and responsive to our stakeholders. Customers are the focus of everything we aim to achieve. The safety of our customers is most important. 1

2 We believe that we need to be fully accountable and be willing to explain our actions. We believe in encouraging all employees to act as a team and to treat each other with trust and respect. 4. Expectations What can you expect from the Company? Involvement in the future development of the business. Fair reward for the work you carry out. A healthy and safe working environment. Ongoing training to allow you to do your job to the required standards. Managers and supervisors will have an open and honest relationship with you and will always treat you with respect, even in times of difficulty. Enough supervision to make sure you are doing your job properly. Support when you have problems with your job. Clear guidelines on how to carry out your job to the required standards. A working environment which is free from harassment. A clearly-defined grievance procedure. The protection of your rights through a system of representation from a trade union where this is appropriate. Regular information on: o Company performance; o your department s performance; o your personal performance. 2

3 The chance to let the Company know your views and ideas on workrelated matters through formal surveys, the representation arrangements and contact with your manager. A chance to improve your skills and knowledge to help you develop your position within the company. Counselling services to help with problems which may affect your performance at work. A broad range of health and welfare initiatives for your general well being. What is expected from you: Honesty at all times. Your best efforts to meet the needs of your job. You must try at all times to follow laid down procedures when they are available You must do everything possible to promote our business for the benefit of all. You must keep to all our employment policies including those to do with: o health and safety; o equal opportunities; and o harassment. You must keep up to date with the needs of your job by going on training programmes which are provided for your benefit. You will treat all your customers politely at all times. You must pay particular attention to the needs of the most vulnerable of your customers including the elderly, children and those who may be physically or mentally ill. You must treat managers and supervisors and fellow workers with the same respect you expect to receive from them. 3

4 You must report to your supervisor or manager any faults in the equipment and procedures you use. If you are provided with a uniform you must come to work in it and be neat and tidy at all times. You must co-operate with the Company when it has to meet legal requirements and the Passenger Charter. What can we all expect from our colleagues? We should all be working with our colleagues to improve the quality of service to our customers. Most of our colleagues will know: o what they want and who can provide it; o the timescale they need the response in; and o the standard of work expected. Most of our colleagues will treat us politely as long as we lead by example with a friendly and helpful approach. Unfortunately some of our colleagues will have their own deadlines and demands on them from others and may not appreciate the possible difficulties we might have in providing them with the service. We should try to explain any problems in providing the service. However, all employees are also entitled to support from the Company to make sure that others understand the difficulties and do not treat you in a poor or offensive way. What can you expect from your customers? Our customers are those people or organisations who use our services or who we deal with and can have an effect on our business. Most of your customers who are passengers just want to get to where they are going as quickly and with as little fuss as possible. Most of them will know: 4

5 o where they are going; o where they get on and off the bus or train; o what the fare is; and o what kind of ticket they want. Many will at times need help to find out: o exactly where they are going; o where to get the bus or train; o where the nearest bus or train stop is to their destination; o what the correct fare is; and o where and when to get the return bus or train for the journey home. Most of your customers will treat you politely as long as you lead by example with a friendly approach. Unfortunately some of your customers will not always be polite. So there may be times when you will have to be able to deal with situations where some of your customers may be: o unfriendly or even rude; o unruly particularly in the case of some school or o college students or those who have had too much to drink. We expect you to follow the guidance and training you have received for dealing with these situations. You are also entitled to help and support from the Company to help you deal with these difficult matters. Our Board of Directors and Management team are fully committed to this charter and we want you to be committed to it as well. 5. Previous Versions of Policy Original issue date: August