At Altitude Bus Service, we are committed to providing the highest quality Passenger Transport Services to the community. The following policy is written in conjunction with the Transport Operations (Passenger Transport) Standard of 2010 and our own expectations for providing this service. Our drivers will at all times comply with the Dept of Transport and Main Roads Code of Conduct.
Customer Service Principals
We are committed to ensuring the following principals:
Treat passengers with respect and courtesy
Manage any complaints with efficiency and transparency
Provide consistent service and advice
Welcome any feedback
Regular employee training on Customer Service skills
If you are unhappy with the service provided by Altitude Bus Service or our drivers, the below process will assist with ensuring thorough investigation and handling of the complaint.
If the complaint is in regard to a student travelling on a school based service, please ensure you have read Dept Transport and Main Roads “Code of Conduct for School Students Travelling on Buses” to understand both Altitude Bus
Service responsibilities as well as the Parent/Guardian and School responsibilities. We can provide this document upon request.
If your complaint is with a driver, please call the Operator directly to discuss the complaint.
Complaints Handling Process
- Lodge your complaint with the driver or operator as required. The driver or operator will complete a Complaint Report to capture all required details to allow a thorough investigation.
- If required, immediate actions could be investigated/implemented
a. Confirm available information with driver relevant to complaint
b. Issue driver with interim instructions
c. Implement Incident Management plan where required for serious misconduct
d. Contact parents, care givers, school to request alternate travel arrangements
e. Contact the Police
f. Any actions that take place will be recorded
g. The operator (Altitude Bus Service) will investigate your complaint within three school days. Possible investigation actions could include gathering information from the following sources, Driver, Operator records(report complaints), student and witness reports, CCTV footage, schools - The operator then determines if a breach of the Code of Conduct has occurred and if so, determination of the consequences in line with the Code of Conduct.
- Initial verbal advice of consequences (if any) may be provided, however in all cases, written response will be provided. If any consequence involves a refusal of travel, we will notify the Dept of Transport and Main Roads in writing.
Complaints Review
If you are unhappy with the efficiency or resolution we provide, please direct any further escalation to the Dept of Transport and Main Roads, TransLink Regional Office https://translink.com.au/contact-us#school-transport-offices