The GO Wellington Customer Service Charter

These are our promises to you on the services we provide. The Charter also provides information to make your ride with us convenient and as hassle free as possible.

Our customers are our business, and we value your comments and suggestions. Details of how to contact us appear on each page of this website.

GO Wellington’s promises to you

• GO Wellington is committed to providing a safe, punctual service that you can rely on.
• We aim to operate all scheduled services on time. However buses can sometimes be delayed by circumstances that are beyond our control, such as traffic congestion and bad weather.
• Our target is that 95% of all scheduled services will depart from terminals on time. When GPS technology is introduced to enable us to track buses as they travel along their routes, we will introduce a target to cover departures from all the timing points en route.
• We will acknowledge all written and email enquiries and complaints within one working day of receipt by GO Wellington. Where a complaint requires further investigation, we will respond within 5 working days in 95% of cases (sometimes it will be necessary to speak to a staff member who is away on leave, which will delay our response beyond 5 days).
• We will regularly carry out sample measurements of our on-time performance and surveys of customer satisfaction and report the results on our website, and through posters on our buses.
• We will review our Customer Service Charter on an annual basis.

Customer service and information

We aim to provide reliable, timely, accurate, up-to-date information that is easy to understand. Our staff are trained to be responsive, professional and courteous.

Timetable information and fares

Up to date information on travelling on Metlink - Greater Wellington’s public transport network - including timetables, travel planning, ticket agencies and fares, can be obtained by calling 0800 801 700 and at www.metlink.org.nz. This includes all GO Wellington timetables, timetable changes and advance notice of possible delays, where these are known in advance.

GO Wellington timetables are also available from Metlink timetable holders at libraries and information centres in the area we serve. Each major bus stop displays its own timetable for all bus routes that it serves. Timetables for each bus stop can also be viewed at www.metlink.org.nz.

Timetable changes are also advertised via posters in our buses and at bus stops in the area we serve.

Safety and Security

Bus travel is a convenient and very safe way of getting around – 6.8 times safer than travelling by car, according to an independent analysis of New Zealand accident data. Our aim is to maintain that high standard.

We ensure that our buses meet government safety requirements and that they are maintained to the highest industry standards.

We work with Greater Wellington Regional Council and City Councils to identify and fix any safety problems related to the infrastructure that our buses use.

If accidents do occur, they are fully investigated and we identify any recurring factors that could cause future accidents and work with the relevant authorities to reduce or eliminate them.

We train our drivers in safe driving techniques and monitor their performance regularly.

We take appropriate steps, working with government agencies, to deter any antisocial or criminal activity on our buses. For your safety and security, we may use CCTV to monitor travellers. (Please note – when you pay your fare you agree to being monitored in this way as part of our conditions of carriage).

Access, comfort and convenience

We also have your comfort and convenience in mind. 

Our drivers are trained to drive smoothly and safely and to provide good service. We regularly monitor their performance and provide them with feedback. Our drivers also ensure that each bus’s maximum capacity is not exceeded.

For the comfort of other passengers, smoking, eating, and drinking from containers without lids are prohibited on all services.

Our buses meet Greater Wellington Regional Council’s vehicle quality standards.  We have a refurbishment and replacement programme in place to ensure that these standards are maintained.

We ensure that our buses are regularly cleaned, and that seats, internal fittings, heating and lighting are always in good condition.  You can help us by reporting damage via the customer service line on 04 802 7476

Service for passengers who require assistance

Our drivers are trained in disability awareness.  However, passengers who require physical assistance to board the bus should travel with an able-bodied companion.

Over 50% of our current fleet, and all new buses coming into service in the future, allow easy access and have a designated area for users of standard wheelchairs and standard pushchairs.  For space reasons, we are unable to carry motorised wheelchairs, or mobility scooters or some larger style pushchairs.

All GO Wellington buses have allocated priority seating for people with disabilities and the elderly.
 
We welcome passengers accompanied by guide dogs and hearing dogs. However all other animals must travel in a secure, portable container. 

How you can help

Our rules and policies have been designed with the safety and comfort of all our passengers in mind.  Please help us to help you.

• Please ensure that you have a valid bus ticket for the journey.  You might be asked to show it to a member of our staff.
• For the comfort of other passengers, please do not leave litter on the bus and remember that smoking, eating, and drinking from containers without lids are not permitted.  We also ask that passengers do not rest their feet on seats.  Portable music players may be used, but only with the use of headphones and at a low volume.
• Please be considerate to other passengers.  We take appropriate steps, working with government agencies, to deter any antisocial or criminal activity on our buses.
• Over 50% of our current fleet, and all new buses coming into service in the future, allow easy access and have a designated area for users of standard wheelchairs and standard pushchairs.  Please use these spaces to securely park your wheelchair or pushchair. For space reasons, we are unable to carry motorised wheelchairs, or mobility scooters or some larger style pushchairs.
• We welcome passengers accompanied by guide dogs and hearing dogs. However, all other animals must travel in a secure, portable container. 
• We have a limited storage area for bags and parcels.  For capacity reasons, we cannot allow bicycles or motorised scooters on board. 
• If you notice anything on the bus that requires our urgent attention, please alert the driver.
• Keeping the comfort and safety of other passengers in mind, please help us maintain a punctual and reliable bus service by:
  • giving a clear signal to board the bus or alight from it
  • being ready to board or alight promptly
  • having your fare ready when boarding (change can normally be given for small notes)
  • allowing alighting passengers to get off the bus before you board.