Service Policy

ACTION has a number of service policies that provide broad direction on ACTION's position on issues relating to ACTION services and the delivery of these services for the information of stakeholders to guide underlying procedures and processes. These policies are developed in accordance with ACTION's Governance Framework.

From time to time, and where these policies are reviewed, ACTION may seek submissions from our customers and interested stakeholders. When we are undertaking public consultation information will be listed in News & Events section of our website and also on the ACT Government's Community Engagement website.

View ACTION's service policies:

Feedback and Complaints Handling

Feedback and Complaints Handling Policy
Feedback and Complaints Handling Fact Sheet 

Lost Property

Ticketing, Fares and Refunds

Ticketing, Fares and Refunds Policy (PDF)
Ticketing, Fares and Refunds Fact Sheet (PDF)
Application for MyWay Card Balance Transfer / Refund form (PDF)

Provision of Dedicated School Bus Services

Provision of Dedicated School Bus Services Policy (Word 42KB)
Provision of Dedicated School Bus Services Policy (PDF 43KB)

Carriage of Goods

Bikes on Buses Policy
Carriage of Goods on Buses


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We acknowledge the Traditional Custodians of the ACT, the Ngunnawal people. We acknowledge and respect their continuing culture and the contribution they make to the life of this city and this region.