Our Customer Service Charter

At Transdev Melbourne, customer service means anticipating, responding to and exceeding our customers’ changing needs and expectations.

Every trip, every customer interaction, every customer service program, every training session, is based on the notion that our business revolves around the customer.

The Charter will help you understand your rights and obligations, what you can expect from us and what you can do if you are not satisfied with our service. The charter includes:


The safety of our customers and employees is top priority. We are implementing and maintaining safety policies, including training our drivers, workshop and support staff to ensure that we deliver a safe and reliable service for you.


We aim to make it as easy as possible for everyone to access our services. All of our buses have low floors and are fully accessible. We work closely with our Accessibility Reference Group to identify how we can deliver a more inclusive and accessible service for all.


We know our passengers expect transport services to be reliable and punctual. To help keep deliver a reliable services our buses are fitted with GPS tracking and are connected by radio to our Operations Control Centre.

Customer Service

We want our passengers to have a positive experience every time they travel on our services. All of our employees undergo extensive customer service training to ensure you enjoy your ride. We encourage you to provide us with feedback so we can continue to improve our service.

Use your ticket

All passengers travelling on our buses are required to have a valid ticket. Find out how to purchase a myki, top it up with credit and touch on and off to ensure you have a valid ticket.


Download the full Customer Service Charter in English here and an accessible version in Word here.

If you would like a copy of our Customer Service Charter in another language or an audible version, please email melbourne@transdev.com.au or call 1800 718 121.