PASSENGER RELATIONS PLAN 2006 - 2013

This Passenger Relations Plan outlines the Company’s objectives, initiatives and performance measures in relation to the key areas of information and feedback, customer research, marketing and passenger training.

OUR OBJECTIVES

• To provide our customers with a rewarding traveling experience.
• To ensure our customers receive polite, friendly and efficient customer service.
• To respond to customer inquiries within 3 business days.

OUR KEY STAKEHOLDERS

• The Ministry of Transport and the NSW Government
• The Bus and Coach Association
• Public Transport Users and the Community of the Blue Mountains

INITIATIVES - General

• Existing participation with Transport Administration Corporation in fully integrated information system (131500);
• Dedicated resources committed to marketing of services and to the management of customer service.
• Capturing all customer feedback, including complaints.
• Investigation of further participation in 131500, including:
  • Providing timely and relevant information to 131500
  • Facilitating lost property enquiries
  • Providing emergency after hours contact details to 131500;
  • Providing up to date information, including transport delays, incidents, planned
    disruptions and ticket types and fares;
  • Widely advertising the Transport infoline logo and functions on website, buses and promotional material.
• Continuously enhancing company policy on marketing and passenger relations plan;
• Investigate the nominated feedback website system to be nominated by the Director General;
• Continuously enhancing Company Policy on locating lost children and other emergencies;
• Continuously enhancing company Policy on the marketing, advertising and promotion of bus services to the general public and those disabled, elderly, or culturally and linguistically diverse members of the community;
• Continuously enhancing Company Policy on Customer Research per clause (ix) of the Marketing and Passenger Relations Plan;
• Identify and notify the Ministry in writing of any significant difficulties involving Pearce Omnibus Pty. Ltd.
• Continuously enhancing school safety and education programme aimed at new school enrolments.
• Administer the SSTS Code of Conduct as per the guidelines.
• Continuously enhancing information conduit between company and schools.
• Enhance existing Company Website.
• Company commitment to conform to the minimum standards of the NSW Transport Customer Commitment Charter, or any future replacement document; and
  A commitment to minimum performance standards on reliability, punctuality and cleanliness.
• Commitment to conduct regular market research, including patronage surveys, loading counts, origin and destination surveys, focus groups, community consultation and any other product or market research the Company deems appropriate.

PERFORMANCE MEASURES

• 131 500 reports reflecting good and reliable information is conveyed to the public.
• Number of customer surveys conducted, based on a rating system, measuring number of complaints against similar periods of time.
• Results of driver training and driver monitoring within Passenger Relations Plan.
• Provide to the Ministry and the Contract Administrator, information on plans for changes in transport services.
• Monitor student behaviour and school and community feedback.
  Monitor number of school related incidents.
• Monitor property damage, vandalism and graffiti.

• Monitor students banned from travel.
  Annual Report to Director General of the Ministry of Transport to provide information to enable him to gain a reasonable understanding of how all complaints were resolved or why they were not resolved.

A full copy of the Passenger Relations Plan and/or the Customer Charter is available to any interested party on request.

RESPONSIBLE PERSON

The General Manager is responsible for implementing this Passenger Relations Plan.

 

Managing Director
Date: 28-05-08