Network Revenue Protection Plan

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Network Revenue Protection Plan"

Transcription

1 Network Revenue Protection Plan 2014 Public Transport Victoria Metro Trains Melbourne Yarra Trams Bus Association Victoria V/Line Ventura Transdev Effective 1 January 2014

2 Table of Contents 1. INTRODUCTION AND PURPOSE 2 2. BACKGROUND AND CONTEXT Meaning of fare evasion Recent fare evasion levels Cost of fare evasion Fare evasion risk VAGO Recommendations 6 3. FARE EVASION BEHAVIOUR 7 4. MANAGEMENT OF FARE EVASION Strategies to reduce fare evasion Responsibility for management of fare evasion Revenue Protection Plan Implementation Committee MEASURMENT AND MONITORING KEY REVENUE PROTECTION FOCUS IN Improving Authorised Officer impact Focus on recidivists ACTIONS TO BE DELIVERED User-friendly ticketing system Compliance support Enforcement Marketing and education campaigns 16 Trim Ref: DOC/14/7095 Page 2 of 16

3 1. INTRODUCTION AND PURPOSE This Network Revenue Protection Plan (NRPP) is prepared in accordance with the requirements of the metropolitan train and tram Franchise Agreements, V/Line Service Level Agreement and relevant bus contracts. These agreements specify the obligations of Public Transport Victoria (PTV) and public transport operators with respect to minimising the level of fare evasion on public transport. This plan covers: > Background and context of revenue protection activities. > Actions and initiatives agreed by PTV and transport operators to be delivered over 2014 to reduce fare evasion. > Key performance indicators that will monitor activities and measure their effectiveness in reducing fare evasion. Two key areas underpin the initiatives to reduce fare evasion in 2014: increasing the impact of Authorised Officers; and a focus on recidivist fare evaders. Given the critical impact of enforcement on fare evasion rates, a key focus in 2014 will be on initiatives to improve the passenger interception rates and impact of AOs. There are two key aspects to this: > Introduction of penalty fares, to allow Authorised Officers to check more tickets and increase the risk to fare evaders of getting caught. > Cross-deployment of Authorised Officers between the public transport operators. Crossdeployment will target fare evasion from a network-wide perspective. The focus on recidivist fare evaders is underpinned by the findings the Monash University study commissioned by PTV, Understanding the Psychology of Fare Evasion. This study found that the vast majority of lost revenue annually comes from recidivist fare evaders who deliberately and frequently evade paying fares 1. Measures directed at reducing the cost of recidivist fare evaders in 2014 include: > Improved strategies at railway station barriers to reduce instances of passengers walking through open barriers without touching on/off. > Continued focus on ticket checking at platform stops on the tram network to define a paid space at high patronage stops. > A renewed focus on fare compliance on bus services, including improved bus driver vigilance and off-vehicle ticket checking at public transport hubs such as shopping centres. > V/Line fare compliance, to ensure passengers are paying the required fare on commuter services. 1 Currie and Delbosc, 2013, Understanding the Psychology of Fare Evasion, Institute of Transport Studies, Monash University. Page 3 of 16

4 These activities will be monitored and supported through the bimonthly Revenue Protection Plan Implementation Committee meetings, and the alternate bimonthly one-on-one meetings conducted between PTV and the public transport operators. This plan builds on the initiatives already underway as outlined in the 2013 Network Revenue Protection Plan. Similarly, the 2015 plan will build on the work proposed in this plan. Taken together, these plans represent PTV and the public transport operators long term commitment to reduce the cost of fare evasion in Victoria, while retaining strategic flexibility during this process. Page 4 of 16

5 2. BACKGROUND AND CONTEXT 2.1 Meaning of fare evasion Fare evasion is defined as paying less than the correct fare to travel on public transport. Note that this definition has two aspects to it, both of which must be satisfied: Legal liability: a passenger is only fare evading if they are legally liable. They are not fare evading if they have a statutory defence for travelling without a valid ticket; ie, they took all reasonable steps to obtain a valid ticket before their journey, there was no reasonable opportunity to obtain a valid ticket during their journey, and they took all reasonable steps to obtain a valid ticket after completion of their journey. Loss of farebox revenue: a passenger is only fare evading if they have cost the system some money. If they have breached the ticketing conditions (for example, by failing to touch on at the start of their trip) but there is no loss in farebox revenue (for example, because they have a valid myki pass for their trip), this is not regarded as fare evasion. It is, however, important to continue to encourage passengers to touch on every time they travel. This simplifies the message that it is a legal requirement and minimises the risk of unintentional fare evasion. 2.2 Recent fare evasion levels Fare evasion is measured through surveys conducted twice a year, and the estimated rate of fare evasion since the beginning of surveying is shown below (surveying on V/Line interurban train services began in 2012): Fare evasion on public transport peaked across the metropolitan network in May 2011 at 13.5 per cent and has since declined to 8.9 per cent in October 2013, Page 5 of 16

6 PTV and operators will continue working to reduce the level of fare evasion across all modes. The network fare evasion target for the metropolitan area is 8 per cent in May 2014 with further reductions to follow. 2.3 Cost of fare evasion The loss to farebox revenue during is estimated at around $64.3 million ($61.0 million on the metropolitan network, $3.3 million on V/Line trains). While it is not practical or possible to achieve 100% fare compliance across an open public transport system such as Victoria s, there is scope to significantly reduce the cost of fare evasion. 2.4 Fare evasion risk From 1 January 2014, Metro and Yarra Trams will share 70 per cent of the total metropolitan farebox revenue. Previously, until 31 December 2013, the Government guaranteed Metro Trains and Yarra Trams the level of revenue contained in their franchise bids. Accordingly, the operators have a financial incentive to reduce fare evasion on all modes across the network, not just their own services. This will allow operators to build a collaborative and network-wide approach to tackling fare evasion. 2.5 VAGO Recommendations In August 2012, the Victorian Auditor-General s Office (VAGO) tabled an audit into fare evasion. PTV s response to each of the five recommendations is summarised below. 1. Develop survey-based estimates of fare evasion across regional public transport Surveys of V/Line interurban services were conducted in 2013 and will continue in parallel with metropolitan fare evasion surveys. In 2014, regional buses (myki) will be included in fare evasion surveys. 2. Review the cost-effectiveness of ticketing enforcement on Melbourne s trains, trams and buses and on regional public transport PTV has assessed the value for money of Authorised Officer revenue protection activities. 3. Consider the economic case for allocating additional resources to this task The evaluation has been completed. 4. Develop and deliver a plan to: a. complete the full rollout of myki without increasing fare evasion b. reduce fare evasion to match, or better, the lowest fare evasion rates achieved between 2007 and 2009 This Network Revenue Protection Plan (NRPP), which builds on the work of the 2013 NRPP, addresses this recommendation. 5. Publish the fare evasion survey results and provide the detailed data to the public transport operators when the results have been confirmed. PTV will continue to meet the outcomes required by this recommendation, noting that exceptional circumstances may sometimes occur. Page 6 of 16

7 3. FARE EVASION BEHAVIOUR Fare evasion is a complex behaviour. The report Understanding the Psychology of Fare Evasion commissioned by PTV and undertaken by Monash University s Institute of Transport Studies, identified that the largest amount of annual lost revenue comes from recidivist fare evaders who deliberately and frequently evade paying fares. Deliberate fare evaders tend to have a poorer opinion of public transport than others and have a stronger opinion that it is run for more commercial than social objectives. These fare evaders are also influenced by perceptions that other passengers are fare evading ( the domino effect ). The study concluded that recidivist fare evaders, which equate to around 67,200 people, are responsible for around 14 times as much lost revenue as accidental fare evaders (representing 597,000 people). It is therefore appropriate to focus revenue protection activities towards recidivist fare evaders. This plan outlines three key initiatives that seek to reduce the cost of recidivist fare evasion. These are discussed in detail in Section 6 below. Page 7 of 16

8 4. MANAGEMENT OF FARE EVASION 4.1 Strategies to reduce fare evasion The complexity of fare evasion behaviour means that a range of actions are required for effective revenue protection, with PTV and public transport operators being responsible for different components. A successful revenue protection strategy requires engagement by PTV and operators and includes the following elements: > A ticketing system that is easy to use and understand, including to top up and touch on > Compliance promotion measures such as ticket barriers at railway stations, and staff at stations and on trains, trams and buses > Enforcement activities by Authorised Officers > Marketing and education campaigns Each of these elements is important but none is sufficient on its own. Effective revenue protection requires a suite of measures designed to create a culture of fare compliance that makes it easy to do the right thing and difficult to do the wrong thing. It is important to avoid inadvertent fare evasion leading to one-off opportunism, which passengers then learn and adopt as normal behaviour. Authorised Officers remain a key element of revenue protection both as a result of checking tickets and as a visible presence on the network. Historical metropolitan data demonstrates an inverse relationship between the number of ticketing infringements issued (ie, fare evaders caught and penalised) and the rate of fare evasion, demonstrating the importance of maintaining a focus on this aspect of revenue protection. Fines 180, , , , ,000 80,000 60,000 40,000 20, Fare evasion (%) Fines Fare evasion Page 8 of 16

9 4.2 Responsibility for management of fare evasion Responsibility for managing fare evasion is shared between PTV and public transport operators. PTV is responsible for: > Setting the strategic framework for development of revenue protection policy. > Developing and undertaking marketing and information campaigns. > Planning system upgrade projects (for example, installing additional myki readers, CVMs, retail outlets or ticket barriers). > Managing updates to the ticketing conditions. > Undertaking regular fare evasion surveys, sharing the results with operators and publishing overall results in a timely fashion. Agreements between operators and PTV contain a number of contractual obligations relating to revenue protection. While the conditions vary between operators, some key elements are: > Using reasonable endeavours to ensure passengers have valid tickets (including eligibility for concessions). > Employing minimum numbers of Authorised Officers and managing their deployment. > Employing minimum numbers of customer service staff and managing their deployment. > Working with PTV to develop, implement and comply with a Network Revenue Protection Plan. > Maintaining accurate records and providing reports to PTV on revenue protection measures. Supporting and assisting PTV in the collection and analysis of PTV Network Data under the obligations of the Network Services Schedule. > Closing and staffing ticket barriers at nominated stations for a set time every day (Metro). PTV and operators may also agree that the Network Revenue Protection Plan may allow for staff to be flexibly deployed across train, tram and bus networks. As part of the contractual requirements on operators, PTV sets flexible benchmarks for Metro, Yarra Trams and Transdev each year. For two of these benchmarks relate to Metro and Transdev s revenue protection activities. Specifically: Metro is required to have a fare evasion rate of 9.5 per cent or lower in the May 2014 fare evasion survey. Transdev is required to have a fare evasion rate of 10 per cent or lower in the September 2014 fare evasion survey. There is no flexible benchmark related to fare evasion for Yarra Trams in ; however, reducing fare evasion continues to be a key focus as it is aligned to the farebox revenue. Page 9 of 16

10 In addition to their Franchise Agreement requirements, public transport operators and BusVic are responsible for: > Managing customer service staff to minimise fare evasion, (eg, through staffing ticket barriers at stations, providing information at tram stops) > Supporting the conduct of the fare evasion survey through commitment of Authorised Officers > Providing timely and accurate metrics to support monitoring of revenue protection activities. The Department of Transport, Planning and Local Infrastructure (DTPLI) is responsible for: > Issuing ticket infringement notices and managing appeals and payment related to these > Prosecuting offenders through the Courts where necessary. > Accrediting Authorised Officers to ensure they have the legal power to undertake their duties > Introducing regulatory and legislative change relating to enforcement. 4.3 Revenue Protection Plan Implementation Committee The Revenue Protection Plan Implementation Committee (RPPIC) is responsible for delivery of the initiatives contained in the Network Revenue Protection Plan. This group will continue to meet every second month and include representatives of: > PTV Customer Services > PTV Network Operations > PTV Marketing and Product Development > DTPLI > Metro Trains > Yarra Trams > Bus Association of Victoria > Ventura > Transdev > V/Line Page 10 of 16

11 5. MEASURMENT AND MONITORING In order to monitor the successful delivery of revenue protection initiatives, PTV tracks revenue protection metrics across the network. These metrics are regularly reviewed to meet ongoing needs, and changes will be made where improvements are identified or different metrics are required. PTV tracks by month the work performed by the operators in terms of tickets checked, TINs issued, and TINs per 100 tickets checked. It also compares the farebox revenue by month, compared to the corresponding month the previous year. Data for myki top ups and touch ons is also collected. Additionally, PTV tracks and compares fare evasion rates by mode, the percentage of passengers who saw an AO in the previous six months, fare evasion rates by type of fare evasion, and myki top ups by channel. Other ad hoc data will also be collected during the year to inform and support activities and initiatives in this plan as required. Regular meetings are held between PTV and public transport operators to ensure ongoing compliance with the initiatives outlined in this plan. Page 11 of 16

12 6. KEY REVENUE PROTECTION FOCUS IN 2014 As noted in Section 1, two key areas of activity underpin the initiatives to reduce fare evasion in 2014: improving the impact of Authorised Officers; and a focus on recidivist fare evaders. 6.1 Improving Authorised Officer impact The Monash University study found that the risk and perceived risk of being caught for fare evasion has a significant impact on the decision to fare evade, particularly for recidivist fare evaders. This is borne out by historical trends in fare evasion and fines issued. There are two key areas of focus to support improved AO impact: The introduction of penalty fares will provide Authorised Officers with the capacity to check more tickets and increase the risk to fare evaders of getting caught. This approach, which allows Authorised Officers to issue an on-the-spot penalty fare of $75, will also reduce the risk of unpaid Ticket Infringement Notices by requiring immediate and full payment. Penalty fares provide an opportunity to increase fare evasion detection rates, thereby reducing overall levels of fare evasion If a passenger elects to pay the penalty fare, a receipt is issued but no further enforcement activity is required. This reduces the time of each interaction between the Authorised Officer and the passenger, thereby allowing each Authorised Officer to check more tickets during each shift. The success of penalty fares will be dependent on passengers fully understanding their rights and obligations under the initiative. To this end, PTV will undertake a comprehensive communications campaign to support the rollout, and operator staff will support the initiative in face-to-face dealings with passengers. The cross-deployment of Authorised Officers between the public transport operators will target fare evasion from an holistic, network-wide perspective. Cross-deployment initiatives in 2014 will build on cross-deployment work undertaken in Under this initiative, Authorised Officers employed by one operator may be deployed to check tickets and report offences on another operator s services. Cross-deployment is intended to maximise the value of Authorised Officers as the key, frontline barrier to fare evasion. Through the sharing of resources, the public transport operators are better equipped to undertake targeted, high-visibility enforcement activities, particularly at large modal interchanges and on busy bus routes. Cross-deployment will also allow the public transport operators to efficiently target train, tram and/or bus services in specific geographic areas. Page 12 of 16

13 6.2 Focus on recidivists The focus on recidivist fare evaders is underpinned by the findings of the Monash University study commissioned by PTV. Reducing recidivist fare evasion requires a range of measures that will make it increasingly difficult for recidivists to avoid paying a fare. Measures in 2014 include: Improved strategies at railway station barriers to reduce instances of passengers walking through open barriers without touching on/off. Ticket barriers are a key deterrent to fare evasion, and to be effective they must be kept closed and with effective staff supervision. Improved training and new scripting will be investigated as a means to better equip these frontline staff members, and they will be supported with AO deployment as necessary to enable them to do their jobs effectively. Simple station design improvements will also be considered where appropriate to allow selected barriers to be kept closed without providing additional barrier staffing. Continued focus on ticket checking at platform stops on the tram network. Yarra Trams has been using temporary bollards and banners at high patronage stops, making it easier for Authorised Officers and Customer Service Staff to check passengers tickets. This will continue in 2014 and opportunities to expand this type of operation will be sought. A renewed focus on fare compliance on bus services will include improved bus driver vigilance and off-vehicle ticket checking at public transport hubs such as shopping centres. BusVic and bus operators will put in place improved training and other supporting measures to ensure that bus drivers are encouraging passengers to touch on, without putting at risk their personal safety. Additional AOs will support drivers in this, and drivers will reinforce to passengers who refuse to touch on that they are more likely to be intercepted by an Authorised Officer due to increased ticket checking. V/Line will work to promote improved fare compliance on V/Line commuter trains, to ensure passengers are paying the required fare on commuter services. The key compliance role on V/Line services lies with the train conductor. V/Line will focus AOs on busy commuter trains where the conductors are not able to check every ticket on the service. More broadly, V/Line AOs will be tasked to undertake specific targeted revenue protection operations through intelligencebased deployment. Page 13 of 16

14 7. ACTIONS TO BE DELIVERED In addition to the activities required contractually, the following actions will be delivered by PTV, BusVic and public transport operators during Actions have been categorised according to the strategic elements identified in section 4.1 and include the key revenue protection activities identified in section 6. More broadly, at a system-wide level, there is a need to continue current work in promoting a culture of fare compliance across all organisations. If ensuring passengers pay is to be a central part of public transport service delivery then staff need to care about this. Further embedding this culture in the industry will continue to drive improved passenger compliance across the public transport system. 7.1 User-friendly ticketing system > Identify the optimal solution to promote convenient sales and top up of myki cards to support the tram network, including additional retailers and CVMs where required PTV. > Enable and promote passenger use of more convenient and efficient top up channels to facilitate ease of myki top up (eg, more auto top up, less reliance on CVMs, card payments rather than cash) PTV (with operator support). > Monitor the performance of the ticketing system to minimise the number of customer minutes lost through the unavailability of myki revenue collection devices PTV. 7.2 Compliance support > Work to ensure ticket barriers are not left open at any time and that passengers who complete a trip without a valid ticket are directed to pay for their travel when Authorised Officers are not present Metro, V/Line. > Trial an alternative location for bus FPDs on new buses PTV, BusVic, Transdev. > Review the outcomes required for a Hand-Held Device hardware refresh PTV. > Install new myki gates at Footscray, Sunshine, Mitcham and Springvale railway stations PTV. > Consider the economic case for the installation of additional myki barriers at ungated stations and additional myki readers at key locations on other modes PTV. > Undertake regular presentations to relevant staff to help them understand how their role is vital to the success of public transport by ensuring passengers pay for the services they are using PTV, Metro, Yarra Trams, V/Line, BusVic, Ventura, Transdev. > Improve passenger fare compliance (touch ons) during rail replacement occupations Metro, V/Line. Page 14 of 16

15 > Promote driver compliance with correct BDC usage and fault reporting BusVic, Ventura, Transdev. > Drivers encourage passengers to touch on, while maintaining driver safety BusVic, Ventura, Transdev. > Increase ticket checking through the deployment of authorised persons Yarra Trams, BusVic. > Develop survey-based estimates of fare evasion across regional public transport PTV. > Harness existing operator communication channels to encourage fare compliance (eg, PA announcements, Twitter, apps, PIDs, on-network communications) PTV, Metro, Yarra Trams, V/Line, Ventura, Transdev. > Review regular revenue protection reports to better meet operational needs PTV, Metro, Yarra Trams, V/Line, BusVic, Ventura, Transdev. 7.3 Enforcement > Introduce penalty fares to allow AOs to check more tickets and increase the risk to fare evaders of getting caught PTV, Metro, Yarra Trams, BusVic, Ventura. > Increase cross-deployment activities, including enforcement at interchange multimodal hubs, Metro, Yarra Trams, V/Line, BusVic, Ventura, Transdev. > Strategic deployment of Authorised Officers based on fare evasion survey data and other information (hotspots) Metro, Yarra Trams, V/Line, BusVic, Ventura. > Increased focus of V/Line AOs on busy commuter services where the conductor may not be able to check the ticket for every passenger V/Line. > Implement a single PTV AO uniform across the state for all operators PTV, Metro, Yarra Trams, V/Line, BusVic, Ventura. > Undertake corralling exercises (banners and bollards) at platform tram and bus stops to increase ticket checks Yarra Trams, BusVic, Ventura, Transdev. > Deploy Authorised Officers at satellite depots to target specific routes and areas while reducing AO travel times Yarra Trams. > Strategic deployment of Authorised Officers to school hubs for education and enforcement BusVic. > Deploy Authorised Officers in varying team sizes, from two at appropriate and safe locations to teams of six in transport hubs with high incidence of fare evasion across the bus network, to increase productivity and coverage BusVic. > Undertake behaviour change enforcement work, focusing Authorised Officers at selected locations intensively for at least three weeks to drive a change in behaviour by passengers in these areas Metro. Page 15 of 16

16 > Review the current intelligence-based deployment strategy through a better understanding of the data Metro. 7.4 Marketing and education campaigns > Undertake continuing fare compliance campaigns to encourage passengers to travel with a valid ticket at all times PTV. > Undertake campaigns at schools to educate children on behavioural requirements and the need to have a valid ticket Metro, Yarra, BusVic, Ventura, Transdev. > Pop-up activity by PTV customer service officers to provide tailored myki information to customers, including encouragement to use auto top up PTV. > Increase card expiry awareness to ensure customers are informed that they can receive a free replacement myki PTV. > Trial new branding on the myki check device to better differentiate it from FPDs PTV. Page 16 of 16

myki Privacy Policy Collection of personal information Data quality Privacy issues and myki Collection of health information

myki Privacy Policy Collection of personal information Data quality Privacy issues and myki Collection of health information myki Privacy Policy This privacy policy relates specifically to the myki ticketing system. In addition, PTV has a general privacy policy (which covers handing of personal information in contexts other

More information

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

Transdev Melbourne Customer Service Charter. ptv.vic.gov.au Transdev Melbourne Customer Service Charter ptv.vic.gov.au Contents Our Customer Service Philosophy 3 The Transdev Promise 4 Safety 5 Reliable, On-time Services 6 Our Buses 7 Customer Service 8 Ticketing

More information

Integrated Fares and Ticketing Programme - update

Integrated Fares and Ticketing Programme - update Report 14.630 Date 26 November 2014 File TD/11/01/02 Committee Author Council Annika Lane, Project Manager, Integrated Fares and Ticketing Integrated Fares and Ticketing Programme - update 1. Purpose The

More information

This document is part of a series of Building a Stronger South Australia policy initiatives from the Government of South Australia.

This document is part of a series of Building a Stronger South Australia policy initiatives from the Government of South Australia. 3. Public Transport This document is part of a series of Building a Stronger South Australia policy initiatives from the Government of South Australia. 1. Future Fund 2. Jobs and Skills 3. Public Transport

More information

ATOC Approved Code of Practice. Arrangements for travel ticket irregularities. Issue Date Comments 1 st May 2013 Final approved copy Public

ATOC Approved Code of Practice. Arrangements for travel ticket irregularities. Issue Date Comments 1 st May 2013 Final approved copy Public Page 1 of 6 Arrangements for travel ticket irregularities Issue Date Comments 1 st May 2013 Final approved copy Public Explanatory Note ATOC produces ATOC Approved Codes of Practice for the information

More information

Investigation into the issuing of infringement notices to public transport users and related matters

Investigation into the issuing of infringement notices to public transport users and related matters Investigation into the issuing of infringement notices to public transport users and related matters December 2010 Ordered to be printed Victorian government printer Session 2010 P.P. No. 2 This page has

More information

HC 677 SesSIon 2010 2011 17 December 2010. HM Revenue & Customs. Managing civil tax investigations

HC 677 SesSIon 2010 2011 17 December 2010. HM Revenue & Customs. Managing civil tax investigations Report by the Comptroller and Auditor General HC 677 SesSIon 2010 2011 17 December 2010 HM Revenue & Customs Managing civil tax investigations 4 Summary Managing civil tax investigations Summary 1 In 2009-10,

More information

How to use your go card on the TransLink network. TransLink go card user guide

How to use your go card on the TransLink network. TransLink go card user guide How to use your go card on the TransLink network TransLink go card user guide Contents The benefits of travelling using go card 2 How to travel using your go card 3 How to top up your go card 4 Touch on

More information

Customer Service Charter

Customer Service Charter Customer Service Charter 1 Welcome Welcome to KDR, the proud operator and maintainer of the light rail on the Gold Coast. The light rail is a brand new transport system to the Gold Coast and we will all

More information

Melbourne Airport Rail Link Study. Study overview and findings

Melbourne Airport Rail Link Study. Study overview and findings Melbourne Airport Rail Link Study Study overview and findings Melbourne Airport caters for 28 million air passenger trips each year and this figure is expected to double in the next 20 years. Transport

More information

A Review of Melbourne s Rail Franchising Reforms

A Review of Melbourne s Rail Franchising Reforms A Review of Melbourne s Rail Franchising Reforms Graham CURRIE Abstract This paper reviews Melbourne s rail franchising to identify lessons learned. The first franchising model sought cost efficiencies

More information

Customer Satisfaction Index 2014

Customer Satisfaction Index 2014 Customer Satisfaction Index 01 Contents Executive summary Customer satisfaction methodology Initiatives to improve customer satisfaction November 01 results Overall train network Overall bus regions Overall

More information

Fare Change 2014 Frequently Asked Questions & Answers

Fare Change 2014 Frequently Asked Questions & Answers Fare Change 2014 Frequently Asked Questions & Answers Fare change What is happening? From Monday 6 January 2014, fares across all TransLink services (bus, train and ferry) will increase by 7.5%. How much

More information

City of Joburg experience Results of internal review and considerations Commentary on Transport Functional Study views

City of Joburg experience Results of internal review and considerations Commentary on Transport Functional Study views City of Joburg City of Joburg experience Results of internal review and considerations Commentary on Transport Functional Study views Due to the long lead times for procurement and development, the City

More information

Transport for London. Projects and Planning Panel. The Future of London s Ticketing Technology

Transport for London. Projects and Planning Panel. The Future of London s Ticketing Technology Agenda Item 4 Transport for London Projects and Planning Panel Subject: The Future of London s Ticketing Technology Date: 26 February 2014 1 Purpose 1.1 The panel requested an update on the future of London's

More information

for everyone, everyday Customer Service Charter

for everyone, everyday Customer Service Charter for everyone, everyday Customer Service Charter Contents 02 Welcome to Metro 02 How to Contact Us 03 The Metro Promise 04 Safety and Security 05 Customer Service 07 Customer Feedback 07 Services 09 Performance

More information

WEST YORKSHIRE BUS STRATEGY

WEST YORKSHIRE BUS STRATEGY WEST YORKSHIRE BUS STRATEGY Phase 1 Consultation on Vision and Principles Introduction and Purpose There is a statutory requirement for the West Yorkshire Combined Authority (WYCA) to produce a Local Transport

More information

Fare Evasion Internal Audit

Fare Evasion Internal Audit TransLink Fare Evasion Internal Audit September 2007 Contents 1 Executive Summary... 1 PwC s Fare Evasion Estimates... 1 TransLink s Methodology for Estimating Losses from Fare Evasion... 2 TransLink

More information

Parking Management. Index. Purpose. Description. Relevance for Large Scale Events. Options. Technologies. Impacts. Integration potential

Parking Management. Index. Purpose. Description. Relevance for Large Scale Events. Options. Technologies. Impacts. Integration potential Parking Management Index Purpose Description Relevance for Large Scale Events Options Technologies Impacts Integration potential Implementation Best Cases and Examples 1 of 13 Purpose Parking planning

More information

Public Transport Industry Complaint Handling Procedure

Public Transport Industry Complaint Handling Procedure Public Transport Industry Complaint Handling Procedure 1. Purpose The following procedure details the process by which the Victorian public transport industry ( the industry ) handles customer feedback

More information

to Asset Management Policy and Guidance Draft Version 1.4 9 July 2015

to Asset Management Policy and Guidance Draft Version 1.4 9 July 2015 D to Asset Management Policy and Guidance Draft Version 1.4 9 July 2015 This page has been left blank intentionally Page 2 of 24 Page 3 of 24 This page has been left blank intentionally Page 4 of 24 Strategic

More information

Contactless payment cards - conditions of use

Contactless payment cards - conditions of use Contactless payment cards - conditions of use 6 September 2015 until further notice 1. Introduction 1.1 These Conditions of Use apply to you when you are using a contactless payment card to pay as you

More information

Victorian Training Guarantee Compliance Framework

Victorian Training Guarantee Compliance Framework Victorian Training Guarantee Compliance Framework Published by the Communications Division for Higher Education and Skills Group Department of Education and Early Childhood Development Melbourne October

More information

Risks and uncertainties

Risks and uncertainties Risks and uncertainties Our risk management approach We have a well-established risk management methodology which we use throughout the business to allow us to identify and manage the principal risks that

More information

Vision for Salisbury Quality Bus Partnership. 25 July 2012

Vision for Salisbury Quality Bus Partnership. 25 July 2012 Vision for Salisbury Quality Bus Partnership 25 July 2012 Vision for Salisbury Quality Bus Partnership Signed on 25 July 2012 Sir Christopher Benson J.P., D.L. Chairman... Salisbury Vision Partnership

More information

Seamless journeys from door to door. www.bettertransport.org.uk

Seamless journeys from door to door. www.bettertransport.org.uk Seamless journeys from door to door www.bettertransport.org.uk Seamless journeys from door to door If public transport is to offer a real and attractive alternative to cars, it needs to offer the same

More information

IMARDA i360 MANAGING FLEET-WIDE COMPLIANCE COMPLIANCE ISSUES:

IMARDA i360 MANAGING FLEET-WIDE COMPLIANCE COMPLIANCE ISSUES: IMARDA i360 MANAGING FLEET-WIDE COMPLIANCE Companies who rely on vehicles and mobile assets to operate their business are increasingly looking to fleet management systems to ensure their drivers and vehicles

More information

Helsinki Metropolitan Area Council

Helsinki Metropolitan Area Council Helsinki Metropolitan Area Council 2 Commuting into YTV - area in 31.12.2002 3 4 YTV-area and Neighbouring municipalities 5 Helsinki Metropolitan Area 6 Population and the number of jobs in the Helsinki

More information

Tackling Fare Evasion on Calgary s CTrain System

Tackling Fare Evasion on Calgary s CTrain System Tackling Fare Evasion on Calgary s CTrain System 12 th National Light Rail Conference Sustaining the Metropolis: LRT and Street Cars for Super Cities Salt Lake City, Utah November 2012 Profile of Calgary

More information

Preparation of a Rail Safety Management System Guideline

Preparation of a Rail Safety Management System Guideline Preparation of a Rail Safety Management System Guideline Page 1 of 99 Version History Version No. Approved by Date approved Review date 1 By 20 January 2014 Guideline for Preparation of a Safety Management

More information

3.2 Our customers and users tell us that they want four things:

3.2 Our customers and users tell us that they want four things: Safety, Accessibility and Sustainability Panel Date: 7 July 2015 Item: TfL s Customer Strategy and Action Plan This paper will be considered in public 1. Summary 1.1 To provide the panel with an overview

More information

Victorian fares and ticketing manual

Victorian fares and ticketing manual Victorian fares and ticketing manual Effective 1 January 2014 Published by Public Transport Victoria, 750 Collins Street, Docklands VIC 3008. ptv.vic.gov.au Public Transport Victoria 2013 This publication

More information

Compliance and Enforcement Policy. November 2013

Compliance and Enforcement Policy. November 2013 Compliance and Enforcement Policy November 2013 Contents 1. Context... 3 2. VBA compliance and enforcement public value... 3 2.1 Purpose...3 2.2 Outcome...3 2.3 Authority...3 2.4 Capability...3 2.4.1 Building...

More information

Principal risks and uncertainties

Principal risks and uncertainties Principal risks and uncertainties Our risk management approach We have a well-established risk management methodology which we use throughout the business to allow us to identify and manage the principal

More information

Integrated Public Transport Service Planning Guidelines. Sydney Metropolitan Area

Integrated Public Transport Service Planning Guidelines. Sydney Metropolitan Area Integrated Public Transport Service Planning Guidelines Sydney Metropolitan Area December 2013 CONTENTS 1. INTRODUCTION 3 1.1 Purpose 3 1.2 Background 3 1.3 Travel in Sydney Metropolitan Area 5 1.4 Objectives

More information

NFC in Transport for London

NFC in Transport for London NFC in Transport for London Setting a context for the role of NFC technology in TfL s ticketing strategy Brian Dobson 1 Contents Context: about Transport for London The current Oyster contactless smartcard

More information

CROYDON MAJOR ACTIVITY CENTRE PARKING STUDY

CROYDON MAJOR ACTIVITY CENTRE PARKING STUDY CROYDON MAJOR ACTIVITY CENTRE PARKING STUDY December 2011 EXECUTIVE SUMMARY Strategic Context The Croydon Town Centre has been classified as a Major Activity Centre (MAC) in the Melbourne 2030 metropolitan

More information

Creating a Strategy for an Electronic Fare Payment System SEPTA s New Payment Technologies Project

Creating a Strategy for an Electronic Fare Payment System SEPTA s New Payment Technologies Project Creating a Strategy for an Electronic Fare Payment System SEPTA s New Payment Technologies Project Agenda Overview Vision and Project Goals Project Planning Implementation Overview SEPTA Profile Service

More information

Appendix 3K Suggested letter to be used for the duty solicitor not available report

Appendix 3K Suggested letter to be used for the duty solicitor not available report Appendix 3K Suggested letter to be used for the duty solicitor not available report Dear (Duty Solicitor) DUTY SOLICITOR APPARENTLY NOT AVAILABLE I attach three reports where the Commission s Call Centre

More information

STATE TRANSIT POSITION DESCRIPTION

STATE TRANSIT POSITION DESCRIPTION STATE TRANSIT POSITION DESCRIPTION POSITION: DIVISION: REPORTS TO: Manager Operational Support & Infrastructure Fleet Operations and Infrastructure General Manager Fleet Operations and Infrastructure GRADE:

More information

Operational Effectiveness of the myki Ticketing System

Operational Effectiveness of the myki Ticketing System Operational Effectiveness of the myki Ticketing System Victorian Auditor-General s Report June 2015 2014 15:33 V I C T O R I A Victorian Auditor-General Operational Effectiveness of the myki Ticketing

More information

Ticketing Scheme for Public Transport in Greater Manchester

Ticketing Scheme for Public Transport in Greater Manchester Ticketing Scheme for Public Transport in Greater Manchester Introduction The Greater Manchester Ticketing Scheme has been developed under powers given to the Authority under Sections 135 to 138 of the

More information

Passenger Requirements of a Public Transport Ticketing System

Passenger Requirements of a Public Transport Ticketing System Passenger Requirements of a Public Transport Ticketing System Brian Caulfield Centre for Transport Research Department of Civil, Structural and Environmental Engineering Trinity College Dublin Dublin 2

More information

PUBLIC TRANSPORT OMBUDSMAN LIMITED 2010-2011 PUBLIC TRANSPORT OMBUDSMAN LIMITED. Public Transport Ombudsman Annual Report 2010/2011 1

PUBLIC TRANSPORT OMBUDSMAN LIMITED 2010-2011 PUBLIC TRANSPORT OMBUDSMAN LIMITED. Public Transport Ombudsman Annual Report 2010/2011 1 PUBLIC TRANSPORT OMBUDSMAN LIMITED PUBLIC TRANSPORT OMBUDSMAN LIMITED Annual Report 2010-2011 Public Transport Ombudsman Annual Report 2010/2011 1 1,838 Cases received 2,568 Issues registered Cases finalised

More information

Customer Charter. www.dublinbus.ie

Customer Charter. www.dublinbus.ie Customer Charter www.dublinbus.ie Contents Our commitment to you 4 Providing a quality service 4 Keeping you informed 7 Providing an accessible service 8 Paying for your journey 9 Helping the environment

More information

Author: Trevor Day Briony Krikorian-Slade

Author: Trevor Day Briony Krikorian-Slade ================================================================ Transport for London: paying by credit/debit in taxis Response from The UK Cards Association 24 July 2015 ================================================================

More information

Fujitsu in rail ticketing Getting you on the right track to business growth

Fujitsu in rail ticketing Getting you on the right track to business growth Fujitsu in rail ticketing Getting you on the right track to business growth To be the best, partner with the best As rail companies increasingly compete with car and air travel for passengers, it is vital

More information

e: info@amco.gr w: www.amco.gr Inspired Technologies

e: info@amco.gr w: www.amco.gr Inspired Technologies Amco SA 25 Amfiaraou str., PO 10442, Athens, Greece Production plant 7th Km Korinthou-Argous Nat. Road PO 20100, Korinthos, Greece t: +30 2105907000 f: +30 2105912711 e: info@amco.gr w: www.amco.gr Inspired

More information

Transforming customer management in the water sector How to become a leader in customer service

Transforming customer management in the water sector How to become a leader in customer service Transforming customer management in the water sector How to become a leader in customer service management strategies have always been important to water companies, with a focus on resolving issues first

More information

Southampton Local Sustainable Transport Fund

Southampton Local Sustainable Transport Fund Centre for Sustainable Travel Choices Southampton Local Sustainable Transport Fund First Annual Report 1 April 2012 to 31 March 2013 TWE ET1 Funded by the Department for Transport This report This report

More information

Advanced Technologies

Advanced Technologies Amco sa Head office 2 Anakreontos Str., PO 12243, Aigaleo Athens, Greece Production plant 7th Km Korinthou-Argous Nat. Road PO 20100, Korinthos, Greece t: +30 2105907000 f: +30 2105912711 e: info@amco.gr

More information

Tackling Fare Evasion on Commuter Rail. April 25, 2016

Tackling Fare Evasion on Commuter Rail. April 25, 2016 Tackling Fare Evasion on Commuter Rail April 25, 2016 1 Outline Background to today s presentation: fare collection and fare evasion Commuter rail system overview and best practice Quantifying fare collection

More information

and 7 Queensland Transport, Moving People Connecting Communities: A Passenger Transport Strategy for Queensland 2007 2017, 2006

and 7 Queensland Transport, Moving People Connecting Communities: A Passenger Transport Strategy for Queensland 2007 2017, 2006 and 7 Key result area 1 Shaping the future Developing new products and services, planning and behavioural change 1. Change behaviour to encourage sustainable transport choices To develop an awareness of

More information

Securing safe, clean drinking water for all

Securing safe, clean drinking water for all Securing safe, clean drinking water for all Enforcement policy Introduction The Drinking Water Inspectorate (DWI) is the independent regulator of drinking water in England and Wales set up in 1990 by Parliament

More information

Foreword. Neil Scales Director-General Department of Transport and Main Roads

Foreword. Neil Scales Director-General Department of Transport and Main Roads Disability Action Plan Improving Access to 2017 Foreword The Department of Transport and Main Roads is committed to providing a world class transport system for use by all Queenslanders. With approximately

More information

Financial Procedure Note FPN 6

Financial Procedure Note FPN 6 Financial Procedure Note FPN 6 Travel Related Expenses October 2012 Financial Procedure Notes supplement Financial Regulations, providing detailed guidance on various topics. Failure to comply with these

More information

Transport Scotland Strategic Transport Projects Review Report 3 Generation, Sifting and Appraisal of Interventions Annex 2

Transport Scotland Strategic Transport Projects Review Report 3 Generation, Sifting and Appraisal of Interventions Annex 2 Detailed Appraisal D9: Integrated Ticketing Estimated total Public Sector Funding Requirement: Capital Costs/grant 50m - 100m Annual Revenue Support Present Value of Cost to Gvt BCR/PVB 1m - N/A - - -

More information

Barcelona case study. Successfully managing the transition from one ticketing system to another. Albert Tortajada, FGC Infrastructure Director

Barcelona case study. Successfully managing the transition from one ticketing system to another. Albert Tortajada, FGC Infrastructure Director Barcelona case study Successfully managing the transition from one ticketing system to another Albert Tortajada, FGC Infrastructure Director 2 Contents 1 ) Introduction to Barcelona Metropolitan area transport

More information

Fleet Policy. Version Number: 2 Controlled Document Director of Corporate Affairs

Fleet Policy. Version Number: 2 Controlled Document Director of Corporate Affairs Fleet Policy CONTROLLED DOCUMENT CATEGORY: CLASSIFICATION: PURPOSE: This Document supports: Controlled Document Number: Policy Governance To set out the principles for the management of the Trust Fleet

More information

CORPORATE TRAVEL PLAN. Key Messages

CORPORATE TRAVEL PLAN. Key Messages CORPORATE TRAVEL PLAN Key Messages Version 1.0 December 2010 Not protectively marked The aims and benefits of the corporate travel plan Our travel plan is a strategic management tool aimed at better managing

More information

The convenient and cashless way for consumers to pay for parking

The convenient and cashless way for consumers to pay for parking The convenient and cashless way for consumers to pay for parking Managing parking for businesses and consumers APP T: +353 1 634 9805 E: info@parkbytext.ie W: www.parkbytext.ie parkbytext partner with

More information

DESIGNING AN EMISSIONS STANDARD FOR AUSTRALIA

DESIGNING AN EMISSIONS STANDARD FOR AUSTRALIA 55 DESIGNING AN EMISSIONS STANDARD FOR AUSTRALIA 5 The Authority proposes a standard that would apply from 2018 and be designed with a simple set of features to promote environmental effectiveness, policy

More information

AUSTRAC. supervision strategy 2012 14

AUSTRAC. supervision strategy 2012 14 AUSTRAC supervision strategy 2012 14 Commonwealth of Australia 2012 This work is copyright. You may download, display, print and reproduce this material in unaltered form only (retaining this notice) for

More information

Sundry Debt Management and Recovery Policy

Sundry Debt Management and Recovery Policy 1. Introduction Sundry Debt Management and Recovery Policy 1.1 Forest Heath and St Edmundsbury Councils (referred to in this document as West Suffolk or the councils ) provide a wide range of services

More information

Gautrain s s Approach for an Integrated Ticketing System

Gautrain s s Approach for an Integrated Ticketing System Gautrain s s Approach for an Integrated Ticketing System Importance of an Integrated Ticketing System Facilitate customers modal transfer Maintain our customers base Attract new customers Advantage of

More information

Queensland Taxi Security Camera Program Changes

Queensland Taxi Security Camera Program Changes Queensland Taxi Security Camera Program Changes Frequently Asked Questions GENERAL INFORMATION 1. What is the taxi security camera program? It is a program administered by the Department of Transport and

More information

Travel and subsistence policy

Travel and subsistence policy Travel and subsistence policy Contents 1 Introduction... 3 2 Policy and principles... 3 3 Roles and responsibilities... 3 4 Dispensations... 4 5 Errors... 4 6 Travel costs... 4 7 Travel by road... 5 8

More information

Project: mticketing for Commuter Rail and Ferry Services

Project: mticketing for Commuter Rail and Ferry Services Project: mticketing for Commuter Rail and Ferry Services Category: Digital Government Government to Citizen Commonwealth of Massachusetts Sandra Edler Commonwealth of Massachusetts Information Technology

More information

DRAFT ESSEX BUS AND PASSENGER TRANSPORT STRATEGY 2015

DRAFT ESSEX BUS AND PASSENGER TRANSPORT STRATEGY 2015 Essex County Council contact@essex.gov.uk Date 18 March 2015 Please ask for Matthew Winslow Department Strategic Planning Tel. No 01268 294868 E-Mail matthew.winslow@basildon.gov.uk Ref BF1-MJW/18.03.15

More information

The quality of service for personal taxpayers

The quality of service for personal taxpayers Report by the Comptroller and Auditor General HM Revenue & Customs The quality of service for personal taxpayers HC 17 SESSION 2016-17 25 MAY 2016 4 Key facts The quality of service for personal taxpayers

More information

LEASE CAR POLICY AND PROCEDURE

LEASE CAR POLICY AND PROCEDURE LEASE CAR POLICY AND PROCEDURE Lease Car Policy & Procedure Page: Page 1 of 16 Recommended by Approved by Executive Management Team Board of Directors Approval date 4 May 2011 Version number 1.4 Review

More information

Merseytravel. Journey to School Policy

Merseytravel. Journey to School Policy Merseytravel Journey to School Policy Document Title Journey to School Policy Document Owner Head of Policy and LTP Development Author Suzanne Cain Document Version v2 Approved By General Purposes Committee

More information

Innovations in London s transport: Big Data for a better customer experience

Innovations in London s transport: Big Data for a better customer experience Innovations in London s transport: Big Data for a better customer experience Lauren Sager Weinstein Head of Analytics, Customer Experience Transport for London November 2015 Today s presentation agenda

More information

Preparing a public transport funding proposal for the 2012 2015 NLTP

Preparing a public transport funding proposal for the 2012 2015 NLTP Preparing a public transport funding proposal for the 2012 2015 NLTP DECEMBER 2011 Purpose These notes are intended to assist approved organisations, regional councils, regional transport committees (RTCs)

More information

Appendix 10: Improving the customer experience

Appendix 10: Improving the customer experience Appendix 10: Improving the customer experience Scottish Water is committed to delivering leading customer service to all of our customers. This means we deliver the following activities: We will ensure

More information

Procedure document. Department of Transport School Bus Centre Review

Procedure document. Department of Transport School Bus Centre Review Procedure document Department of Transport School Bus Centre Review SCHOOL BUS CENTRE REVIEWS PROCEDURE DOCUMENT It is the responsibility of the Department of Transport (DOT) to monitor and review the

More information

VEHICLE MANAGEMENT AND USAGE PROCEDURES

VEHICLE MANAGEMENT AND USAGE PROCEDURES VEHICLE MANAGEMENT AND USAGE PROCEDURES Section Contact Campus Facilities Regional Registrar Facilities Management - Manawatu Last Review February 2008 Next Review February 2009 Approval n/a Purpose: To

More information

Background. Insurance on Motor Vehicles

Background. Insurance on Motor Vehicles Office of the Auditor General Newfoundland and Labrador Highlights Highlights of a review of insurance on motor vehicles for the fiscal year ended 31 March 2006. Why our Office did this Review The objectives

More information

ATO Submission Inquiry into penalties for white collar crime

ATO Submission Inquiry into penalties for white collar crime ATO Submission Inquiry into penalties for white collar crime Senate Economics References Committee 1 April 2016 EXTERNAL UNCLASSIFIED Table of Contents Introduction... 3 Executive summary... 3 The scope

More information

National Passenger Survey Autumn 2012 Main Report

National Passenger Survey Autumn 2012 Main Report National Passenger Survey Autumn 2012 Main Report Who are Passenger Focus? Passenger Focus is the independent consumer watchdog for Britain s rail passengers and England s bus, coach and tram passengers.

More information

Smart ticketing technology demands new service models The radical changes needed for business as usual in a smart world

Smart ticketing technology demands new service models The radical changes needed for business as usual in a smart world WHITE PAPER Smart ticketing technology demands new service models The radical changes needed for business as usual in a smart world New technologies for ticketing have changed the game Transport in the

More information

TfL s Contactless Ticketing: Oyster and Beyond Transport for London. Lauren Sager Weinstein Head of Oyster Development

TfL s Contactless Ticketing: Oyster and Beyond Transport for London. Lauren Sager Weinstein Head of Oyster Development TfL s Contactless Ticketing: Oyster and Beyond Transport for London Lauren Sager Weinstein Head of Oyster Development September 2009 Contents Introduction to TfL Why a TfL Smartcard? Oyster Delivered:

More information

Summarised Expenses & Benefits Policy

Summarised Expenses & Benefits Policy Summarised Expenses & Benefits Policy Introduction 1. This summarised policy applies to all staff of the University of Aberdeen claiming expenses and benefits incurred in connection with University business.

More information

Queensland can get on with the job

Queensland can get on with the job The department s red tape reduction programs have made it easier and less costly for Queenslanders to get on with the job and do business in the State. Red tape reduction programs are also contributing

More information

Opal Privacy Policy. Opal Electronic Ticketing System

Opal Privacy Policy. Opal Electronic Ticketing System Opal Electronic Ticketing System Contents 1 Background... 4 1.1 The Opal Ticketing System... 4 1.2 Channels for acquiring Opal cards... 4 1.3 TfNSW... 4 2 Scope of policy... 5 2.1 Applicable privacy legislation...

More information

Melbourne s New Bus Contracts

Melbourne s New Bus Contracts Melbourne s New Bus Contracts Melbourne s New Bus Contracts June 2009 Victorian Auditor-General s Report Telephone 61 3 8601 7000 Facsimile 61 3 8601 7010 www.audit.vic.gov.au 2008-09:30 Level 24 35 Collins

More information

ORR Retail Market Review. Response of Arriva UK Trains. 21 st March 2014. Introduction

ORR Retail Market Review. Response of Arriva UK Trains. 21 st March 2014. Introduction ORR Retail Market Review Response of Arriva UK Trains 21 st March 2014 Introduction Arriva Group is the operator of three UK rail franchises, a joint venture partner in London Overground, the operator

More information

ASET Expenses Policy. the Treasurer ASET members and / or event attendees must cover their own travel and subsistence costs

ASET Expenses Policy. the Treasurer ASET members and / or event attendees must cover their own travel and subsistence costs ASET Expenses Policy As a charity ASET relies primarily on the money it generates through membership fees, and delegate fees from the events it develops and hosts. ASET also relies on the support of volunteers

More information

reliable essential service, an affordable public good and a vital ingredient in the city s quest for liveability and sustainability.

reliable essential service, an affordable public good and a vital ingredient in the city s quest for liveability and sustainability. SMRT CORPORATION CEO SPEAKS ON IMPROVING RAIL NETWORK PERFORMANCE FOR GREATER PASSENGER CONVENIENCE AND MOBILITY DURING THE ASIA PACIFIC RAIL 2014 IN HONG KONG ON 19 MARCH 2014 When we think about rail

More information

Listing Agents and Corporate Advisers

Listing Agents and Corporate Advisers Listing Agents and Corporate Advisers GUIDE TO BECOMING A LISTING AGENT OR CORPORATE ADVISER The Cayman Islands Stock Exchange P.O. Box 2408GT Grand Cayman Cayman Islands Telephone: +1 345 945 6060 Email:

More information

Penalty Fares Rules. 55 VICTORIA STREET, LONDON SW1H 0EU TEL 020 7654 6000 www.sra.gov.uk. May 2002

Penalty Fares Rules. 55 VICTORIA STREET, LONDON SW1H 0EU TEL 020 7654 6000 www.sra.gov.uk. May 2002 Penalty Fares Rules 55 VICTORIA STREET, LONDON SW1H 0EU TEL 020 7654 6000 www.sra.gov.uk May 2002 1 Contents Page 1 The rules 2 2 Definitions 2 3 Setting up a penalty fares scheme 4 4 Displaying warning

More information

TRANSPORT FOR GREATER MANCHESTER COMMITTEE REPORT FOR INFORMATION

TRANSPORT FOR GREATER MANCHESTER COMMITTEE REPORT FOR INFORMATION 9 TRANSPORT FOR GREATER MANCHESTER COMMITTEE REPORT FOR INFORMATION Date: 11 September 2015 Subject: Report of: Smart Ticketing Update Chief Executive, TfGM PURPOSE OF REPORT To provide an update on the

More information

Public Record Office Standard. Retention & Disposal Authority for Records of the Transport Accident Prevention and Assistance Functions

Public Record Office Standard. Retention & Disposal Authority for Records of the Transport Accident Prevention and Assistance Functions Public Record Office Standard PROS 14/01 Authority Retention & Disposal Authority for Records of the Transport Accident Prevention and Assistance Functions Version 2014 14/01 Issue Date: 15/08/2014 Copyright

More information

Finding the best fare structure for Opal

Finding the best fare structure for Opal Independent Pricing and Regulatory Tribunal Finding the best fare structure for Opal Public transport fares in Sydney and surrounds Transport Issues Paper July 2015 Finding the best fare structure for

More information

Australian Charities and Not-for-profits Commission: Regulatory Approach Statement

Australian Charities and Not-for-profits Commission: Regulatory Approach Statement Australian Charities and Not-for-profits Commission: Regulatory Approach Statement This statement sets out the regulatory approach of the Australian Charities and Not-for-profits Commission (ACNC). It

More information

Bedford s Network Management Strategy (2011 2021) November 2010

Bedford s Network Management Strategy (2011 2021) November 2010 Bedford s Network Management Strategy (2011 2021) November 2010 Page 1 of 13 1. Introduction 1.1. The Bedford Borough Council Network Management Strategy has been developed to support local and national

More information

The Wheel. useful information for setting up a voluntary organisation

The Wheel. useful information for setting up a voluntary organisation The Wheel useful information for setting up a voluntary organisation Introduction When an organisation is starting up it is important for the members to consider the following points carefully: Whether

More information

Taxi Hotline Frequently Asked Questions

Taxi Hotline Frequently Asked Questions Taxi Hotline Frequently Asked Questions The hotline Why has the government set up this hotline? The government is concerned about allegations of poor service standards in the taxi industry. The hotline

More information

Service Inspired By You

Service Inspired By You Service Inspired By You Delivering the Transdev Customer Experience 2013-2015 2 Delivering the Transdev Customer Experience Introduction Transdev Australasia s Customer Experience Strategy sets out our

More information

Extending Unfair Contract Term Protections to Small Businesses. SUBMISSION by the OFFICE OF THE AUSTRALIAN SMALL BUSINESS COMMISSIONER

Extending Unfair Contract Term Protections to Small Businesses. SUBMISSION by the OFFICE OF THE AUSTRALIAN SMALL BUSINESS COMMISSIONER Extending Unfair Contract Term Protections to Small Businesses SUBMISSION by the OFFICE OF THE AUSTRALIAN SMALL BUSINESS COMMISSIONER AUGUST 2014 We are writing to provide some observations on the small

More information