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 Customer Charter outlines our commitments and initiatives relating to customers, and customer service has been implemented. It is available to customers on request, is displayed in vehicles, is loaded onto the Company website and features in Company marketing material, including the back of timetables.

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 in a timely manner.

OUR KEY STAKEHOLDERS

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

INITIATIVES

• Support an integrated information system;
• Enhance company policy on marketing and passenger relations plan;
• Participate in 131500;
• Investigate the nominated feedback website system to be nominated by the Director General;
• Continue to enhance Company Policy on locating lost children and other emergencies;
• Enhance 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;
• Enhance 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.
• Enhance school safety and education programme aimed at new school enrolments.
• Administer the SSTS Code of Conduct as per the guidelines.
• Enhance information conduit between company and schools.
• Conduct a review of existing Website.

PERFORMANCE MEASURES

• 131 500 reports reflect good and reliable information is conveyed to the public.
• Number of customer surveys, based on a rating system, measuring number against similar periods of time.
• Results of driver training in Passenger Relations Plan.
• Provide Transport NSW and the Contract Administrator, information on plans for changes in transport services.
• Use best endeavours to enable the Transport Administration Corporation (TAC) to carry out its obligation under the Contract.
• Review surveys received back from website link.
• 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.
• Monitor specific bookings made by schools.

RESPONSIBLE PERSON
The General Manager is responsible for implementing this Action Plan.
Issue Date: January 2011
Review Date: January 2012