Service Commitment

The following charter sets out Metro-link’s commitment to passengers to deliver continuous improvement in both quality and reliability of service and details the standards set in key service areas including bus quality, cleanliness, safety, driver performance, punctuality, passenger information and complaints procedures.

Drive Customer Service Excellence by:

• A commitment to the NSW Ministry of Transport’s “Transport Customer Commitment Charter”.
• A commitment towards a common Passenger Relations Plan for Region 3*.
• A commitment to provide up-to-date ‘best practice’ passenger information online, in printed form and at the point of travel.
• Providing direct assistance to customers, either through the enquiries phone line or face-to-face.
• A proactive driver and staff training program with particular attention to Customer relations and safety.
• Improving internal communications between staff to improve customer service outcomes.
• All customer feedback is recorded and reported on in order to measure performance and analyse trends.
• We consult with customers directly and also various interest groups.
• Improving methods of handling complaints. All complaints recorded in a complaints registry along with outcomes and dealt with personally by management. All complaints are taken, recorded, thoroughly investigated and actioned.
• Lost property when found is recorded in a registry and attempts made to contact customer if information is accessible on lost item.
• We expect our drivers to behave in an orderly manner, act with civility and propriety, and comply with reasonable requests.
• A commitment to public and staff safety.
• Upgrading of bus stops and supporting timetable displays.
• A commitment to vehicle cleanliness.
• Participation in 131500 Transport Infoline. The Transport Infoline is a multi-modal one stop passenger contact service provided through various communications channels including by telephone, internet, and web-enabled telephony. This also includes itinerary and journey planning website.
• Improving bus destination signs for better visibility.

> Download the Passenger relations plan

Environmental Commitment

Public transport is a positive partner in helping the environment. Our aim is to reduce our impact on the environment.

> Download the Environmental action plan

Buses

We are introducing into service over time the Volvo B7RLE Buses with Euro 5 clean diesel engines. These Euro 5 Volvo diesel engine has an average of 61% less greenhouse emissions than Euro 2 buses.

Metro Link is also a member of the clean fleet programme run by the RTA

Our goal is to recycle as many waste products associated with running a heavy vehicle fleet of buses in order to minimize accumulating future waste stock piles. This is presently achieved by such examples as recycling all waste oils and filters, old tyres, batteries and office paper through accredited waste recyclers.

Bus Washing

Our wash bay facility is progressing towards the use of recycled water. We also only use biodegradable chemicals to help protect our water ways. This waste water is further treated through a waste water treatment system before it is discharged in accordance with Sydney Water guidelines.

Top