Policies

• Accessible Transport Action Plan
• Customer Service Charter
• Environmental Action Plan
• Passenger Relations Plan

Accessible Transport Action Plan

Hopkinsons aims to improve accessibility by:

Buying fully accessible buses for the Hopkinsons route services.
Introducing more wheelchair accessible route timetable trips by constantly reviewing the Integrated Bus Networks (www.nswbusnetwork.com.au).
Providing passenger information in appropriate ‘easy access’ formats, including electronic destination displays on buses.

Accessible buses are:

Signed with the international access symbol at the front and side
Stepless entry low level floors, large brightly coloured handrails
Have a wide accessible doorway fitted with an extendable ramp for use by mobility aids
Feature wide aisles and space for two mobility aides such as wheelchairs, some ride- on scooters and prams or strollers

How do I know which trips are accessible?

30% of Hopkinsons route services are now accessible. Website (www.hopkinsons.com.au) timetables show each accessible trip with a wheelchair symbol. When using the
Transport Info webpage (www.131500.info) timetables show each accessible trip with a *1.
Plan your trip by using Transport Info webpage (www.131500.info). Find only accessible services by doing an
advanced search and the 'Easy access/wheelchair accessible' option. The results will only show accessible services using buses, trains and ferries.

Tips for using Wheelchair Accessible services

Plan your trip using the 131500 Trip Planner
Look for the international wheelchair symbol displayed on the front and side of buses
If you are visually impaired, stay close to the bus stop with your white cane visible so the driver can see you.
The driver will stop to enquire of your destination.
If you are wheelchair-bound - Wait for the ramp to be extended and the body of the bus to be lowered
Use one of the two priority wheelchair spaces provided on each side of the bus
Travel facing the back of the bus and brace your wheelchair against the back of the seat or partition in front of the wheelchair space.Apply wheelchair brakes and secure your wheelchair with the seat belt provided.

Wheelchairs, Mobility Aides and Prams and Strollers

Many mobility aides are allowed on Hopkinsons services, however some, particularly 3-wheeled ride-on scooters are unsuitable due to their inherent instability whilst the bus is in motion. View our Policy on Carriage of Wheelchairs, Prams & Strollers for more information.

Customer Service Charter

The Hopkinsons Group is committed to providing an efficient and quality driven service which we would hope exceeds the expectations of most of our customers.

Our aim is to provide you the customer, a continuous improvement in both reliability and service.
As our main priority, customer satisfaction runs jointly with safety, followed by, but by no means any lesser.

1. Caring for children:

All of our drivers are aware of the need to care for the children who travel on our buses and every driver is screened under the Governments, WORKING WITH CHILDREN PROGRAMME.

2. Comfort and Safety:

So that each trip is as comfortable and pleasurable as possible, regular inspections will be conducted to ensure that ventilation, heating, lighting and cleanliness are not compromised in any way, with all our drivers being trained in safe driving techniques by accredited Government trainers.

3. Value for money:

We believe that value for money is vital, and to that end we are committed to providing ongoing improvement to quality, service and reliability.

4. Our Staff:

It is Hopkinsons policy that all staff will;
Treat all enquiries in a polite and helpful way
Consider your comfort and safety when driving

5. Lost property:

Lost property will be tagged with any available contact details and the owner notified.
Items belonging to a student, will be sent to the school, if not claimed Items that are found on our busses that cannot be identified, or are not claimed will be donated to charity after 3 months

6. You the Customer

To assist us in maintaining our high standards we would request that you:

a. Signal the driver with plenty of warning if you wish to board or alight from the bus
b. Allow fellow passengers to alight before you board
c. State your destination clearly and try to provide the exact fare
d. Sit down when seats are available
e. Keep a tight grip on handrails when standing or moving within the bus
7. We would especially request that you:
a. Do not place your feet on the seats
b. Do not allow your baggage to obstruct the aisles
c. Do not throw litter on the floor
d. Do not drink or eat on the bus (except for medical reasons)
e. Do not Smoke

8. Suggestions, Compliments and Complaints

In order for us to maintain and improve our service, we encourage you to write or ring our office with any suggestions for service improvements, compliments or complaints.

Environmental Action Plan

Region 3 will Endeavour at all times to manage the services operated by the region in such a manner that will preserve the environment.

As an operator Region 3 will

• Work in partnership with NSW Transport & Infrastructure in planning
  services and incorporate regular community and passenger consultation
  into service planning and review
• Develop a bus network within the Region 3’s contract region on an
  evidence-based approach to existing and potential patronage.
• Aim to comply with all environmental legislative requirements.
• Consider the environment in all strategic business decisions at all levels
  across the region, including
1. Using appropriate environmental management practices in the
   planning, design, construction, operation and maintenance of
   vehicles and plant, and
2. Working pro-actively to prevent polluting incidents, reduce
   environmental emissions and optimize the energy efficiency of all
   operations.
• Maintain NSW Clean Fleet Accreditation.
• Monitor, review and record the regions environmental performance.

To achieve Region 3’s environmental objectives the region will look at the
following areas:

• Service Planning – monitor routes and patronage levels.
• Fleet and depot management –
1. Purchase buses that achieve the maximum performance and have
   the least environmental impact.
2. Depot Management - manage pollutants at all times, install systems
   for collecting waste and ensure the disposal of this waste is eco
   friendly.
3. On Road operations; maintain vehicles to ensure maximum
   performance with least emissions.
4. Staff Training – train drivers on eco-driving techniques.
• Maintain a systems of records to report against the following:
• Fuel Consumption
• Overall fleet profile
• Driver training and
• Patronage Growth.

Region 3 is committed to providing eco friendly transport services to provide a
better environment for you and your family.

Passenger Relations Plan

The following plan has been developed to ensure the public is kept informed regarding the services provided by Region 3.

Objective

• To deliver and provide quality bus services to the public and to provide the public with a means for allowing customer feedback.

Initiatives:

• Adhere to our “Customer Service Charter”
• Market our services by providing access to timetable information through - our website, advertising the Transport Infoline “131500” and ensuring timetables are available on our buses.
• Ensure our buses display clear destination signs.
• Regularly maintain timetable displays at interchanges and bus stops.
• Provide regular Customer Service Training to our bus operators and staff.

Customer Feed Back

• All customer feedback will be logged and monitored.
• Customer’s complaints will be responded to where possible within 3 working days and advised of the outcome.
• Complaints concerning passenger and or vehicle safety, driver’s behavior and or accreditation issues will be referred to NSW Transport & Infrastructure or other relevant authorities.
• Complaints of a systemic nature will be monitored and the necessary service amendments will be made to minimize the re-occurrence of similar complaints.
• Any complaints not resolved within 3 months will be forwarded to NSW Transport & Infrastructure.

Reporting

• Region 3 is committed to report to NSW Transport & Infrastructure in the format nominated by them on monthly basis all details of complaints/compliments received.

Industry Systems Participation:

Region 3 will provide the following services

1. Publicise the Transport Infoline 131500 as a mode for the public to access timetable information and provided customer feedback including complaints.

2. Provide an after hours service directing the public to the Transport Infoline 131500.

3. Facilitate lost property enquiries

4. Provide passengers with up-to-date information including transport delays and incidents by informing the Transport Infoline of any such disruptions.

5. Advertise the Transport Infoline logo and functions on our website, in our timetables and our bus stop displays.