TransLink - TransLink Transit Authority customer service charter
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Home > About us > TransLink Transit Authority customer service charter


Who are we


The TransLink Transit Authority is a statutory body of the Queensland Government which manages and coordinates the delivery of your public transport services in South East Queensland.

We manage one of the geographically largest public transport networks in the world, extending from Noosa on the Sunshine Coast to Coolangatta on the Gold Coast and west of Brisbane to Helidon.

The TransLink Transit Authority’s aim is to deliver a quality public transport journey from your decision to travel until you reach your destination. To do this, we coordinate and integrate services across 17 different bus, train and ferry operators, we manage integrated ticketing across the transport network, and focus on effective information and marketing services to make your travel easier.


Our commitment to you


At the TransLink Transit Authority we are committed to delivering a high quality customer service experience. We want you to find it easy to understand and access your public transport services network, obtain information about services, and to give us feedback and resolve any concerns or complaints.

Our customer charter sets our commitments to you and what you can expect from your dealings with the TransLink Transit Authority.


TransLink's vision 2011 including being:


  • the best public transport system in Australia
  • an operationally excellent organisation
  • a trusted organisation.


This vision provides direction of where the TransLink Transit Authority is headed and what we want to achieve. Strategies spanning the community, customers, learning and growth, and internal operations support this vision and will guide how the TransLink Transit Authority will invest its efforts and resources into the future.


Your queries and concerns


At the TransLink Transit Authority we will:
  • provide a 24 hour, seven day a week transport information service through our call centre
  • always give you the option of speaking with a person
  • offer a single point-of-contact for all your public transport information and concerns
  • give you a variety of options for accessing information about your public transport services
  • respond directly to all customer complaints – we will not refer you to transport operators
  • focus on what customers say is important and publish information on key service standards
  • strive to continually improve our customer service standards and the systems which underpin them
  • publish and explain information on our complaints handling process.



When you contact us


  • we will deal with your issues promptly, completely, courteously and inform you how long it will take to resolve issues
  • we will attempt to resolve all your questions and issues to your satisfaction in one call
  • if we cannot resolve your issue immediately, we will manage the issue to resolution within agreed timeframes.



We welcome your feedback


24 hours a day, seven days a week

TransLink call centre
13 12 30

Website
www.translink.com.au

Email
translink@translink.com.au

Timetables and a journey planner are available via the website.

View the TransLink Transit Authority customer service charter (PDF, 179KB).

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Last updated 6 November 2008
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