Plans

Accessible Transport Action Plan 2014

Under the Outer Sydney Metropolitan Bus System Contract Port Stephens Coaches (Nelson Bay) Pty Limited is committed to implementing an accessible transport action plan which outlines our strategy to ensure passengers with disabilities have accessible services to meet their needs.

Environmental Plan 2014

Under the Outer Sydney Metropolitan Bus System Contract Port Stephens Coaches (Nelson Bay) Pty Limited is committed to implementing an Environmental Action Plan and to meeting all statutory environmental obligations set out in the following Acts:

• The Protection of the Environment Operations Act 1997
• The Protection of the Environment Operations (Waste) Regulation 1996
• The Protection of the Environment Operations (Clean Air) Regulation 2002
• The Protection of the Environment Operations (Noise Control) Regulation 2000
• The Diesel National Environment Protection Measure (NEPM)

“Greenhouse Emissions Action Plan”

“Passenger Relations Plan 2014”

The Passenger Relations Plan outlines Port Stephens Coaches (Nelson Bay) Pty Limited objectives, initiatives and performance measures in relation to the key areas of information and feedback, customer research, marketing, and passenger training.

The management and implementation of the Passenger Relations Plan are the responsibility of the Management. The resources required to undertake these tasks will be provided by the Company Board.

Information & Feedback

Objective: Customer service is an integral part of our business. To treat our passengers in a polite, friendly and respectful manner & to respond to customer inquiries in a timely manner

Incident Management

Objective: Handle any incidents effectively and with care. Have processes in place that minimise the impact of incidents on customers.

Customer Research & Consultation

Objective: We involve communities and stakeholders in planning and development of all aspects of our services to be able to provide effective services (based on identified need as well as operational considerations) to the communities we service.

Marketing

Objective: Ensure customers and potential customers are aware of our services, ticketing products and special initiatives and know the benefits of using our services. To create and re-enforce a positive image of Port Stephens Coaches (Nelson Bay) Pty Limited and of bus use.

Passenger Training

Objective: We will also ensure that assistance is provided free of charge for passenger training to facilitate the uptake of bus travel by the elderly, disabled or culturally and linguistically diverse members of the community.

NSW Transport Customer Commitment

Objective: Deliver customer service in line with standards set by the NSW Transport Customer Commitment and reflect these standards in a customer charter.

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