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Customer Service Charter
GO Wellington's promises to you
- GO Wellington is committed to providing a safe, punctual service that you can rely on.
- 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.
- 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 per cent 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 five working days in 95 per cent of cases (sometimes it will be necessary to speak to a staff member who is away on leave, which will delay our response beyond five 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.
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
GO Wellington 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.
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 by observing the following:
- 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 per cent 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.
Our customers are our business, and we value your comments and suggestions. Click here to send a comment or suggestion.