Blue Mountains Bus Company considers it our utmost responsibility, to deliver a reliable, innovative and safe bus service to the public of the Blue Mountains and surrounding areas. We have provided safe and reliable services since incorporating the company in 1963 and rely on this experience to move ahead into the future.

Our service moves more than 400,000 adult and concession passengers each year, in addition to the 2.2 million student journeys each year.

The Company has successfully re-negotiated its Contract with the Government of NSW via the Ministry of Transport. The new OMBSC contract commenced 1st August 2006. This partnership with the Government of NSW, via the Ministry of Transport, further reinforces our commitment to meet high levels of standards across all of our operations.

The Company’s goals are to:

• Continue to provide high levels of customer service.
• Continue to liaise with interested parties to enable further development of our services.
• Continue to provide a fleet of vehicles that provide safe transport.
• Continue to improve our schedules and services in general.

This charter provides you, the customer, with clear details on what you can expect from our Company.

Information – Services

The Company has information available in many different forms. Service information is available by way of printed timetables, website timetables, phone enquiry, email, by phoning 131500, or by using the http://www.131500.com.au website. Timetables are also available from drivers on any bus. Timetables can be ordered, free of charge, by mail, by phoning our office (02) 4751 1077 during business hours.

The Company is required to obtain approval from the NSW Government, Ministry of Transport, prior to implementing any significant change to services. Such approval is subject to consultation and notification prior to being implemented.

Changes to Timetable

When a service is approved for change, the Company will notify customers of any permanent timetable changes 14 days in advance, by way of newspaper advertising, notification on the 131500 website, and notification on the www.bmbc.com.au website.

Additional information will be published on posters and advertised at relevant bus stops and on relevant services.

The Company is also committed to participating in further initiatives to keep its traveling public fully aware of any anticipated changes to its services.

In the event of any major delays, the Company will take all reasonable measures to provide customers with information regarding any major delays.

The Management of Blue Mountains Bus Company regularly reviews standard of services.

How to use our Timetables

Using the route map provided, find the two timing points you are located between.
Locate these two timing points on the timetables.
Your bus is scheduled to arrive between the times shown for these points. For example, if your bus stop is situated between timing points A and B on the map, then the bus is scheduled to arrive between the time listed for A and the time listed for B.

Fares

The NSW Government is responsible for fare structures within the transportation system in NSW.

Under the regulations, Blue Mountains Bus Company offers large range of fare products, catering to suit everyone’s needs. If any changes to fares occur the main responsibility for notification fare increases rests with the NSW Government, however the Company, as part of its customer service plan, will advise the traveling public accordingly.

The Company’s fare structure embraces both harmonised fares, as gazetted by the NSW Government.

Fare Products

The Company offers a range of Fare Products. Details of fares are available on our website at www.bmbc.com.au.

Children aged four and under, travel free of charge across our network, but must be accompanied by an adult or guardian.

Persons eligible for free travel are governed by the Transport Passenger Act (1990) and any amendments to it.

Children aged five to fifteen years of age are eligible to purchase concession tickets, as are those persons who hold an approved Government concession card.

Travelling On Our Network

Customers can expect excellent service and comfortable conditions whilst they travel on our services. The Company also expects you to be a considerate passenger while using our services.

When catching any of our buses, it is most helpful if you flag your intention early to our driver, and have a valid pass, or correct fare in hand. When you wish to alight our services, please indicate your intention as early as possible before your intended stop to the driver.

Conditions of traveling on our services are governed by the Passenger Transport Act 1990 and any amendments to it.

Items that may be in a customers’ possession whilst traveling on our services are also governed by legislation. For a complete list of legislation please refer to the Passenger Transport Act 1990. As a general rule of thumb, small items of a personal nature are allowed on our services.

Travelling With Pets

Assistance animals are permitted on our services and shall travel free of charge. A definition of assistance animals is given under the Passenger Transport Act 1990.

Customer Services

We will ensure that our staff provides you with professional services. Our staff is well presented, clearly visible and well trained. So that we can understand the needs of our traveling customers, we will conduct regular surveys. Our staff is trained in all areas of customer service, and we perform regular reviews on our staff to ensure their level of training is to standard.

If customers are not happy with our services, they are able to lodge their feedback via the following methods:

Email us

Website: www.bmbc.com.au or www.131500.com.au

TTY/Voice: 133677
TTY-Speak & Listen: 1300 555 727

Overcrowding

We regularly survey passenger numbers on our services to enable us to properly plan service delivery. Survey results in conjunction with services are reviewed at regular management meetings.

Lost Property

Lost property is held at the depot from which the service originated. A claim for lost property can be made via the following methods:

Email us

Website: www.bmbc.com.au or www.131500.com.au

TTY/Voice: 133677
TTY-Speak & Listen: 1300 555 727

Mail: 25 Great Western Highway, Valley Heights, NSW 2777
Telephone: (02) 4751 1077
Fax: (02) 4751 1079

Transport Coordination

We closely monitor any changes in the City Rail timetables and receive notification of changes to those services. This enables us to review our services to ensure convenient timetabling to allow connection with City Rail services.

Safety & Security

The Company considers the safety and security of its customers as very important. All staff is trained in safety and security procedures. The following are a few we would like to bring to your attention:

• While traveling on any of our services, we as you to exercise good corporate citizenship and advise the driver of any suspicious packages
• While traveling the Company recommends you hold any available grip handles in the event the bus needs to brake urgently.
• Offer your seat to anyone requiring it more than yourself.

Accessibility Transport Plan

The Company has participated for many years in community projects involved in the further development of improving accessibility for disabled customers. Disability accessibility is a priority of our Company and we have developed a plan moving toward 2013 to bring our services into line with legislated requirements.
When adopted, our Accessibility Transport Plan will be available for review by:

Phone: (02) 47 511 077

Website: www.bmbc.com.au

Mail: Blue Mountains Bus Co
25 Great Western Highway
Valley Heights NSW 2777

Fares

Collection of fares enables our company to provide its services to the traveling public.

Under the Transport Act, all public transport passengers are required to produce a valid ticket on demand. Blue Mountains Bus Co authorised Company personnel have the right to ask you to produce a valid ticket and/or pass. If you fail to produce a valid ticket, you are in breach of the law, and you may be subject to further enquiry.

Tickets are available for purchase from drivers, as well as from the individual depots.

Proof of concession entitlement must be carried when traveling on a concession fare, ie Pensioner Concession Card, Seniors Card, Student Concession Card, Companion Card, or Health Care Card etc. Any of these cards must be produced by a passenger when requested. School identity cards do not entitle a passenger to travel on a concession fare. Concession cards are not transferable.

The Transport Act sets rules and regulations which relate to matters of damage to property. Litter, putting seats on seats, attempting to alight a bus while it is moving, offensive behavior and consumption of alcohol and smoking of both legal and illegal substances.

The Company will, on request, provide free copies of this Charter to existing and potential customers.

Thank you for the time you have taken to read this charter. We are hopeful you understand our commitment to providing a safe and reliable mode of travel in and around our network.