Policies


Our policies explain what you can expect from our services.

When we review these policies, we may seek input from our customers and stakeholders. We will promote these consultations in our news.

Feedback and complaints

Provide feedback and complaints:

When providing feedback and complaints about particular services, please help us investigate and respond quickly and effectively by including:

  • time
  • date
  • route or bus number
  • location
  • direction of travel
  • your name and contact details.

You may also provide feedback anonymously. Please note, anonymous feedback or complaints may not be investigated. They will however, be recorded and referred to the appropriate area for information and noting.

Processing of feedback and complaints

Transport Canberra takes all feedback and complaints seriously and takes all reasonable steps to investigate feedback and complaints. You should receive a response to your feedback or complaint within 10 working days if you have provided your contact details.

If feedback involves the delivery of a service or driver behaviour, the driver will be identified and the matter investigated and where required, actions will be taken in accordance with Transport Canberra’s internal disciplinary processes. Where the feedback is a service request or a change to a service, it will be sent to our Scheduling Team for investigation. For complaints about buses or bus station/stop infrastructure, your feedback will be sent to the relevant depot or Roads ACT, who manage bus stop infrastructure, for investigation.

If you have provided your contact details, our Customer Experience team will respond to your feedback and advise you of what steps will be taken to resolve any issues. Unless requested, Transport Canberra will not generally advise customers of the outcome of an investigation.

Why can’t I provide my feedback to a driver or at a bus station?

General feedback provided to Transport Canberra staff in any other way (for example on the bus, or at a bus station) will not be considered formal feedback or a formal complaint. In these instances, a formal response from Transport Canberra cannot be guaranteed.

What does Transport Canberra do with the information I provide?

All feedback and complaints are stored in a Customer Record Manager database. Feedback is:

  • assigned a unique reference number
  • stored with customer’s name and contact details
  • actioned based on the services or related practices referred to in the feedback.

Feedback or complaints involving criminal allegations or serious misconduct by Transport Canberra staff will not be stored in the CRM database.

All information received by Transport Canberra is maintained in accordance with Freedom of Information Act 1989, Territory Records Act 2002 and Privacy Act 1988.

What if I am not satisfied with the outcome of my complaint?

If you are dissatisfied with the outcome of your complaint, you should write to the Director, Transport Canberra using the address above, requesting a review of the complaint. A review will be instigated by the Director with an outcome of the review provided to you in writing.
If you remain dissatisfied with the internal review of your complaint, you have the right to refer the matter to an external agency such as:

Download the Feedback and Complaints Handling Policy (PDF 122KB) | Word version (DOC 103KB)
Feedback and Complaints Handling Fact Sheet (PDF 121KB) | Word version (DOC 88KB).

Lost property

Lost property found on Transport Canberra buses is managed through our lost property office at Tuggeranong Bus Depot. Complete a lost property form online.

Download the Lost Property Policy (PDF 407KB) | Word version (DOC 53KB)
Lost Property Fact Sheet (PDF 109KB) | Word version (DOC 1.5MB).

Ticketing, fares and refunds

The Road Transport (Public Passengers Services) Act 2001 and its subordinate Public Passenger Services (PPS) legislation requires that all passengers have a valid ticket to travel on a Transport Canberra bus route or school service.

Tickets

Valid tickets include tickets purchased with cash from the driver or MyWay cards that have been correctly validated (tapped on).

  • Cash tickets can be purchased from a Ticket Vending Machine. Tickets are not available for purchase on board buses or light rail vehicles.
  • MyWay cards enable passengers to use prepaid credit to obtain the cheapest fare. The use of MyWay cards creates faster passenger boarding times and enables Transport Canberra to gain data about passenger travel patterns, assisting in the development of future bus networks. Find out where to get a MyWay card.
  • Passengers travelling on a concession fare are required to present proof of concession entitlement if requested by an authorised officer. Failure to present valid proof of concession can result in an infringement notice being issued.

Failure to travel with a valid ticket may result in refusal of travel, or an infringement notice as referred to in PPS legislation.

Concession fares

Passengers can apply for a concession MyWay card. Valid proof of concession must be provided.

Passengers who request a concession cash fare are required to present valid proof of concession when paying for their ticket. Failure to present valid proof of concession will result in a full fare being charged. The driver's decision is final.

Passengers travelling with a concession ticket must carry valid proof of concession at all times while travelling on Transport Canberra services and present it to an authorised person on request.

90-minute transfer

All single fares entitle passengers to a free 90 minute transfer period. This enables you to connect to a different bus or commence your return journey using the same ticket within 90 minutes of purchasing your ticket.

Refunds

Requests for refunds and balance transfers must be made by completing the online application for a MyWay balance transfer/refund. For further information or assistance please call the MyWay office on 6207 7711. All decisions on refund and balance transfer requests are at the discretion of Transport Canberra.

School bus services

The School Bus Services Policy (PDF 341.1 KB) sets out the ACT Government’s policy regarding the provision of school bus services as part of Canberra’s broader public transport network.

Carriage of goods

Privacy

Find out about the collection of your information for the MyWay card at MyWay Privacy.

The ACT Government will never send you a message by email or text to mobile phones asking for MyWay card payments or other activity. Do not respond if you receive these messages – they are scams to steal your money or personal details. For more information on types of scams visit www.scamwatch.gov.au

The directorate must follow the Territory Privacy Principles when handling your personal information. The Territory Privacy Principles are outlined in the Information Privacy Act 2014 (the Act). You can also view the TCCS Information Privacy Policy.

At all times, Transport Canberra and City Services only collects personal information that is reasonably necessary for, or directly related to, one or more of our functions or activities. The types of personal information collected by Transport Canberra and City Services, including how it may be collected, handled or used, is detailed in the Register of Personal Information Collected by TCCS.

When collecting or using your personal information, we will generally take all reasonable steps to notify you of your rights under the Transport Canberra and City Services Privacy Policy. There may be exceptions however, where we are required by law to collect or disclose this information without your consent. The Transport Canberra and City Services Privacy Policy sets out common situations where we are required to collect or share your personal information with law enforcement, other public authorities or overseas recipients.

If you would like to access or correct your personal information held by Transport Canberra and City Services, or have a complaint regarding our handling of your personal information, please contact us.

This privacy statement describes the collection, use and access to information that may be obtained through the use of our website.

The ACT Government has created this privacy statement to demonstrate its firm commitment to protecting personal privacy.

This privacy statement applies to all users who access this website.

If you have any questions about this privacy statement, the practices of this site, or your dealings with this website, please contact us.

Cookies

This website uses Google Analytics, a web analytics service provided by Google Inc. (Google). Google Analytics uses cookies and JavaScript code to enable analysis on usage of this website.

The data collected about your use of this website, (including your IP address) will be transmitted to and stored on Google's servers. Google uses this data for the purpose of compiling reports on website activity and providing other services relating to website activity and internet usage.

Google will not collect personal information about you and the reports provided by Google will only contain aggregate non-personal data about your use of our website. These reports may contain data relating to pages viewed, files downloaded or the completion of online subscriptions.

We use the data collected by Google Analytics to improve how our website functions. For example, we use the data to check whether visitors experience problems finding information and make access to information as easy as we can.

Google may transfer this data to third parties where required to do so by law, or where third parties process this data on Google's behalf. Google will not associate your IP address with any personal information you may have previously provided to Google. You may refuse the use of cookies by selecting the appropriate settings on your browser. Please note that if you do this, you may not be able to fully use this website.

By using our website, you consent to the processing of data about you by Google in the manner and for the purposes stated.

Information collected

When you browse our website, our system automatically makes a record of your visit and logs the following information for statistical purposes:

  • your server address
  • top level domain name (e.g. .com, .net, .gov, .au etc)
  • the type of browser and operating system you used
  • date and time of your visit
  • the previous site visited
  • which pages are accessed
  • the time spent on individual pages and the site overall
  • which files were downloaded.

No attempt will be made to identify individual users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency (e.g. Australian Federal Police) exercises a warrant to inspect our service provider's log files. This information is analysed to determine the website's usage statistics.

We collect no personal information about you unless you choose to take part in an activity that asks for information, such as:

  • sending an email
  • participating in a survey
  • undertaking a payment or other transaction
  • suggesting a link.

If you choose not to take part in these kinds of activities your ability to use the website won’t be affected.

Use of personal information collected

Any personal information you provide will only be used for the purpose for which it was provided and will not be disclosed to other people or organisations without your consent.

We may disclose your personal information to Shared Services Finance, Chief Minister and Economic Development Directorate for the purposes of invoicing you for goods and services that you have received, and the recovery of any outstanding monies owed by you to the Territory in relation to the provision of these goods and services. We may not provide your requested goods or services if you do not agree to this collection and disclosure.

If you do not wish to email or send an online form to the ACT Government, you can send a letter to us.

Other sites

This site contains links to external websites and this privacy statement does not extend to external websites. Transport Canberra and City Services is not responsible for the privacy practices or the content of external websites. When you select a link to another website, you are subject to the privacy policy of the new site.

You can review any personal information collected about you by submitting a written request to Transport Canberra and City Service. You may recommend changes to your personal information that you believe is incorrect. The obligation to correct information is subject to any applicable limitation in a law that provides a right to require the collection or amendment of documents.

If you believe that your personal information is being used for a purpose other than what it was intended when submitted, contact Transport Canberra and City Service. In all cases, Transport Canberra and City Service will take responsible steps to verify your identity prior to granting access to your personal information or making corrections to the information collected.

How to contact us

If you have any comment about the collection, use, security of or access to your personal information please contact us on 13 17 10 or contact us.

Alternatively, you can write to us at:

Transport Canberra and City Services
GPO Box 158
Canberra City ACT 2601

If the issue is not resolved to your satisfaction you may wish to contact the Australian Information Commissioner.

Governance Framework

Transport Canberra has developed a governance framework that consists of a suite of policies and procedures or work instructions about how, where and to whom the business delivers its services.

Definition

The Australian National Audit Office (ANAO, 2003) defines governance as the process by which organisations are directed, controlled and held to account. Transport Canberra delivers public transport to the ACT community. It is a wholly Government owned and operated business and therefore subscribes to public sector governance.

The ANAO describes public sector governance as the manner in which public sector organisations acquit their responsibilities of stewardship by being open, accountable and prudent in decision making, in providing policy advice, in managing and delivering programs and in demonstrating leadership.

The ANAO goes on to say that good governance is about both:

  • performance - how an agency uses its governance arrangements to contribute to overall performance and the delivery of goods, services or programmes, and
  • conformance - how an agency uses governance arrangements to ensure it meets the requirements of the law, regulations, published standards and community expectations of probity, accountability and openness.

Purpose

A governance framework serves as the primary guide to the development and implementation of governance arrangements. Transport Canberra's governance arrangements consist of a decision making structure, decision making mechanisms as well as a suite of policies and procedures or work instructions about how, where and to whom the business delivers its services. These are developed in the context of legislation and Government policy on public transport.

Governance arrangements

Transport Canberra’s governance arrangements fall into a range of areas which may be described as the principles of governance:

Accountability

Transport Canberra ensures accountability by:

  • documenting the roles and responsibilities of the Director, Transport Canberra Operations and the Senior Management Team documenting the objectives, roles and powers of committees and forums where decisions are made in relation to the business
  • developing clear business and operational plans and monitoring the business' performance against them
  • contributing to the Transport Canberra and City Services (TCCS) Annual Report (including audited finance and performance reports)
  • participating in the TCCS internal audit program.

Transparency/Openness

Transport Canberra ensures transparency/openness through:

  • welcoming stakeholder participation in, and comment on, policy development and review to encourage robust and interested public involvement in the way the business is run
  • ensuring staff are aware of and adopt TCCS values, which include effectiveness and efficiency
  • welcoming feedback on all aspects of its operations, which it responds to in accordance with its Feedback and Complaints Handling Policy.

Integrity

Transport Canberra endorses the Government's emphasis on the highest standards of ethical conduct in the public service by:

  • ensuring staff are aware of their obligations as public servants as detailed in the Public Sector Management Act 1994 (PSM)and other legislation by promulgating the TCCS Code of Conduct widely. The Code of Conduct highlights the expectation that staff will:
    • act with integrity
    • be accountable
    • show respect
    • be professional.
  • ensuring staff are aware of and adopt TCCS values, which include:
    • effectiveness and efficiency
    • ability to anticipate and empathise
    • integrity and accountability
    • leadership and teamwork.

Stewardship

public officials are entrusted with resources belonging to the community and must exercise their powers responsibly. Transport Canberra utilises a number of mechanisms to ensure that it maintains appropriate stewardship of the community's resources including:

  • Human resource delegations which flow from the PSM and confer powers or functions to enable officers to conduct of their duties in relation to the management and deployment of human resources.
  • TCCS Director-General Financial Instructions (DGFIs), which flow from the Financial Management ACT 1996 (FMA). The CEFIs ensure compliance with the Act for the efficient and effective financial management of the business.
  • The financial delegations which flow from the DGFIs and confer powers or functions to enable officers to conduct their duties in relation to the management and use of financial resources.

Efficiency

Transport Canberra ensures efficiency by:

  • applying the merit principle to ensure the best person is chosen for a position without discrimination, patronage or favouritism and in accordance with workplace diversity principles
  • adhering to Government procurement guidelines to ensure that the principle of value for money is pursued when undertaking procurement activities as well as probity, risk management and open competition.

Leadership

Transport Canberra ensures effective leadership by clearly identifying its leadership team, their roles and responsibilities. Transport Canberra’s leaders are identified in the organisation structure and are committed to delivering good governance through:

  • ensuring implementation, evaluation and improvement of good governance structures and processes
  • enacting good governance through their own performance and behaviours.
  • Transport Canberra’s leaders facilitate this by endorsing and adopting the TCCS:
    • business planning and reporting framework
    • risk management framework
    • performance management framework.

More information

Transport Canberra has a Policy, Governance and Compliance Officer who maintains the Corporate Governance Framework and Policy Development Process. The Policy, Governance and Compliance Officer is available to answer any questions or concerns you may have relating to Transport Canberra’s governance arrangements by contacting us.

TCCS policies and reports

Corporate policies and reports

TCCS Customer Satisfaction Surveys

Road safety policies and reports

Review of speed limits and noise levels along Gungahlin Drive Extension

A review was undertaken of traffic conditions and noise associated with the Gungahlin Drive Extension (GDE). This was in the context of reviewing the speed limits that should apply to the GDE.

Noise levels

Noise measurements were undertaken in 2011-12 at several locations in Aranda and along the GDE corridor. These results were compared to those from monitoring undertaken at the same locations prior to construction and again after the opening of stage one of the GDE.

These found very little change in noise at each location, with many locations having slightly reduced noise due to the noise mitigation measures, such as mounds and barriers, which were included in the project.

All noise levels were found to be below the ACT traffic noise guidelines. Modelling was also undertaken which showed that, for any property where GDE was the dominant source of traffic noise, it would increase by less than 2 dB if the speed limit was increased to 90 km/h and the traffic volume increased. This again would be within noise guidelines.

GDE noise report (PDF 675KB)

Speed limits

An independent report, which looked at engineering and road safety aspects associated with the current GDE road design, recommended that the speed limit be increased from the previous 80 km/h to 90 km/h.

As a result of these assessments, Roads ACT reviewed an earlier decision to maintain the speed limit at 80km/h and decided to increase the GDE speed limit to 90 km/h for the section between the Barton Highway interchange through to the Glenloch interchange.

To ensure consistency the 90km/h speed limit also includes the connection ramps from Tuggeranong Parkway to William Hovell Drive, the City bound connection ramps and the William Hovell City bound ramp. The 90km/h speed limit came into effect in March 2012.

GDE speed limit report (PDF 420.2 KB)

Roadside memorial policy

Roadside memorials are an opportunity to acknowledge the memory of loved ones who have lost their lives on ACT roads. Memorials in urban open spaces are an opportunity to acknowledge the contribution of individuals and significant events in the history and development of Canberra.

Details of the requirements for placing memorials in urban open spaces and roadside are outlined in the Roadside and Urban Open Space Memorial Policy.

Applications are required for the placement of memorials in urban open spaces.

While roadside memorials do not require an application they must meet requirements, specified within the policy and are not permitted along the light rail corridor due to safety reasons.

For more information please see the Roadside and Urban Open Space Memorial Policy (PDF 771.4 KB) or contact 13 22 81.

Floodway signage

Roads ACT provide floodway advisory signage to discourage people from congregating near stormwater drains and floodways.

A flood is an inundation or overland flow of water on land not normally submerged. The depth and speed of floodwater flows varies with location and time and can be unpredictable. Canberra is affected by riverine and flash floods. Predominantly in the urban area flash flooding occurs after local heavy rainfall, such as a thunderstorm that generates more runoff into an area than can be drained away in a short period of time. The main risk to people is from fast flowing water that can sweep pedestrians and vehicles away if they enter floodwaters.

The ACT Government advises the community of the dangers associated with stormwater within concrete lined and identified grassed floodway’s. Floodwaters may rise quickly in these locations and as such Roads ACT on behalf of the ACT Government provide floodway advisory signage in locations where the public congregate, such as pedestrian bridges, playing fields, community paths and cycle paths running parallel to or crossing over the floodway.

When floodwaters cover community paths that cross floodway’s for your personal safety Pedestrians and cyclists should take an alternative route around and over the floodway at a road or pedestrian bridge.

The Municipal Infrastructure Standard 08 “Stormwater, Section 4.7.4 Advisory Signs and ACTSD-0856” provides a broad outline on the usage of these signs including the size and type of material to be used.

Floodway warning signs are placed along formal concrete or identified grassed channels and waterways generally at points of congregation and at intervals of approximately 500 metres, or shorter if there is a line of sight issue between posts.

The floodway advisory symbol is widely used throughout Australia and as such is recognisable without the need to understand the language. The sign shape and the language component changes between each Australian region, thus only the symbol is standard.

Sign reading

These signs are placed to warn the ACT community that it is important to remember that storm water and floodwater can be very dangerous and rise quickly. The signage provides awareness to members of the public to discourage them from playing in stormwater drains and floodways.

Remember "If it's flooded, forget it"

The new ACT floodway sign. It reads "Floodway take care! Rain may cause floodwater to rise. Do not enter or cross floodwater. If it's Flooded Forget it."

Steps to reduce a clash between pedestrians/cyclists and motor vehicles turning in the same traffic light phase

Roads ACT support the view that motorists and pedestrians/cyclists share the road space. This information aims to provide some guidance on the steps that can be taken to reduce the likelihood of a clash between pedestrians/cyclists and motor vehicles at signals where these road users turn in the same phase. Pedestrians and cyclists are referred to as vulnerable road users (VRU).

Traffic signals incorporating a left or right turn through a pedestrian crossing phase currently meet the Australian Road Rules:

  • Rule 62 (1)(a) A driver turning at an intersection with traffic lights must give way to any pedestrian at or near the intersection who is crossing the road the driver is entering.

VRUs can start crossing at anytime whilst the green crossing symbol is displayed. When the symbol turns to flashing red, VRUs can complete the crossing however they cannot start to cross. Upon VRUs clearing the crossing a motorist can then turn left or right with care. At no time whilst VRUs are on the crossing can a motorist move to travel through the crossing. A motorist is responsible to ensure the safety of the VRUs in this movement.

In certain situations a conflict between a motorist and a VRU may occur in this turning phase. When advised of these occurrences, Roads ACT will inspect the intersection, reviewing the signals to address any issues that may be apparent and recommend and carry out modifications to the intersection. These modifications may include:

  • additional warning signage for motorist and VRUs,
  • changes to signal phasing, or
  • no change may be warranted.

When carrying out an inspection each signalised intersection will be reviewed in isolation to other signalised intersections to ensure that a “one size fits all” approach is not applied and the correct outcome for each intersection is achieved.

illustration showing who gets right of way at traffic signals

The vehicle must give way to the pedestrian.

50 km/h speed limit signs

In May 2003, the ACT Government introduced a 50 km/h default speed limit. This speed limit became the standard and was applied to all roads within the urban areas of the ACT. Areas where alternative speed limits apply are signposted as such (40km/h, 60km/h, 80km/h, etc). Under this arrangement, the default speed limit of 50km/h would apply without the need for additional signage.

This policy covers the use of regulatory 50 km/h signs in the urban areas of ACT.

Policy

Roads ACT, as the asset manager will not support the individual installation of 50 km/h speed limit signage within the urban areas on roads that come under the existing 50 km/h default urban speed limit.

The only exceptions shall be when:

  1. A speed zone greater than 50 km/h terminates on a section of the same continuing road (e.g. change in road classification), in which case a 50 km/h speed limit sign shall be installed for motorists leaving the higher speed limit section.
  2. A speed zone less than 50 km/h terminates on a section of the same continuing road (e.g. end of a 40 km/h school/group/local centre zone), in which case a 50 km/h speed limit sign shall be installed for motorists leaving the lower speed limit section.
  3. If a childcare centre exists in a speed zone greater than 50 km/h, in which case a 50 km/h speed limit sign shall be installed for motorists entering the reduced speed limit section.
  4. As part of a Local Area Traffic Management (LATM) scheme.
  5. As part of a risk assessment, based on the Safe System Infrastructure Framework

Roads ACT will not support new 50 km/h Area signs (R4-10-50) and 50 km/h End Area signs (R4-11-50) for installation on urban roads within the ACT. Roads ACT will remove these signs in areas where they currently exist when the signs are no longer serviceable, without replacement.

Guideline for repairing and maintaining paths in the ACT

Footpaths and shared paths (referred to as community paths) are provided to assist the community with walking, cycling and other active travel activities. The ACT Government manages and maintains approximately 3,190 kilometres of community paths across Canberra. These are a mixture of traditional concrete paths and asphalt off-road shared paths.

Community paths can be used by:

  • pedestrians (including users of motorised wheelchairs and motorised mobility devices)
  • cyclists
  • personal mobility device users (such as e-scooters).

Personal mobility device users are limited to 15km/h on a footpath and 25km/h on shared paths.

Community path repairs

Community paths are repaired and maintained by Roads ACT. Damage to community paths mainly arises from ageing infrastructure, vehicle overrun or through tree roots lifting the paths.

Requests to repair community paths are received from the public through Access Canberra on 13 22 81 or Fix My Street. If you are making a request, please include the exact location of the defect and a photo where possible.

Roads ACT endeavour to inspect the path within 10 working days of receiving your request. Once the path has been assessed it is entered into Roads ACT’s asset management database system for repair or replacement.

Inspections

Roads ACT staff regularly inspect the condition of road assets, including community paths and pedestrian areas. Inspections focus on areas with high pedestrian usage. Priority for inspections is given to community paths within city and town centres followed by group centres, community facilities (such as hospitals, schools and retirement facilities), local centres and shared paths. Other suburban areas are only inspected upon receiving a request from the public.

Urgent and emergency repairs

Any urgent requests that may pose an extreme safety risk to the public are repaired within 3 business days of the initial inspection. High risk paths are repaired within 10 business days after the initial inspection.

Path replacements are packaged into contract works and contracts are awarded progressively over the financial year. It can take between 12 to 18 months for replacement requests to be addressed depending on the priority, the location and whether the existing paths are safe and serviceable.

Emergency repairs are generally carried out using cold mix (a form of asphalt) to remove or reduce the defect to an acceptable level. For example, where there is a trip hazard, cold mix is placed in front of the trip to make a small ramp. Alternatively, the method of grinding can be used to remove small trip hazards. These methods provide interim repair and allow Roads ACT to replace the path (if needed) in a future path replacement contract package.

Procedure and checklist for management of contaminated assets

Roads ACT Noise Management Guideline

Transit Lane Study

For information on strategies and plans see future planning.

We acknowledge the Ngunnawal people as traditional custodians of the ACT and recognise any other people or families with connection to the lands of the ACT and region. We acknowledge and respect their continuing culture and the contribution they make to the life of this city and this region.

To see how we are building stronger relationships with the Traditional Custodians of the ACT view the Reconciliation Action Plan.