Customer service
Search
× Search
Menu
  1. About us
    1. Our role
      1. Organisational structure
      2. Our Executive
      3. Our Minister
      4. Our history
      5. Transport Portfolio
      6. Legislation
    2. Priorities and performance
      1. Strategic Plan
      2. Annual reports
      3. Rail Growth Plan
      4. Transport performance
        1. Driver performance
        2. Train Incidents
        3. Bus Incidents
      5. Customer service
    3. Corporate responsibility
      1. Community engagement
      2. Reconciliation action plan
      3. Environment and sustainability
      4. Privacy Policy
      5. Emergency management
      6. Accessible travel
      7. Report Misconduct
      8. Reportable Conduct Scheme
    1. Working with the PTA
      1. Vendor Communications Portal
      2. PTA Work Program Portal
      3. Safety resources
        1. Safeworking Rules and Procedures
      4. Rail Industry Worker
        1. Rail Industry Safeworking Training
      5. Bus infrastructure planning and design guidelines
      6. Aboriginal Art Opportunities
    2. Supplying to the PTA
      1. PTA ZSN Supplier Portal
      2. Tenders
      3. General Conditions of Contract
      4. Contractor Records Requirements
      5. Project Bank Accounts
      6. Priority Start Policy
      7. Building and Construction Industry Training Fund
      8. Principal-controlled insurance program
      9. Supplier enquiries & feedback
    3. How to contact us
      1. Contact us
      2. Feedback and complaints
      3. Freedom of Information
      4. Access to PTA property
  2. Our services
    1. Transperth
    2. Transwa
    3. Transregional
    4. School Bus Services
  3. Our system
    1. Our fleet
    2. Customer service
    3. Accessible travel
    4. Cycling and walking
    5. Security
    6. Safety
    7. Environment and sustainability
    8. Freight network
    9. Public art
    10. Out-of-hours work
    11. Feature Lighting
  4. Projects
    1. Current projects
      1. Albany Highway service station contaminated site
      2. Bus Shelter Subsidy Program
      3. Bus Stop Accessibility Works Program
      4. Byford Rail Extension
      5. Daglish Turnback Improvements
      6. Greenwood Station Multi-Storey Car Park
      7. Ferry Service Expansion
      8. High Capacity Signalling
      9. METRONET
      10. Merredin Station High Level Platform Project
      11. Midland Station
      12. Morley-Ellenbrook Line
      13. Pedestrian Level Crossing Upgrade Program
      14. Perth Station Forecourt Revitalisation
      15. Public Transport Operations Control Centre
      16. Public Transport Centre Parking Project
      17. Radio Systems Replacement
      18. Rail Revitalisation Program
      19. Retiling Project
      20. SmartRider Upgrade Project
      21. Station Accessibility Works
      22. Stirling Bus Interchange
      23. Thornlie-Cockburn Link
      24. Victoria Park-Canning Level Crossing Removal
      25. WA Railcar Program
      26. Yanchep Rail Extension
      27. Transperth Bus Depots
    2. Completed projects
      1. Forrestfield-Airport Link
      2. Subiaco Station Lift and Escalator Replacement
      3. Bayswater Station
      4. Parry Street Footbridge Demolition

    Projects

    Register for project updates

  5. Careers
    1. Current opportunities
    2. Network Control Officer recruitment
    3. Transit Officer recruitment
    4. Train Driver recruitment
    5. Graduate and student programs
  6. News
    1. Media statements
    2. Fact sheets
    3. Transport performance
    4. Annual reports
    5. Filming and photography requests
    6. Register for project updates
Monday, 23 December 2024
Our systemCustomer service

Customer service

We aim to provide public transport services that meet community demand and customer expectations

Customer service

Our customer-focussed services are guided by our Customer Service Charter, Strategic Plan, and our complaints and comment handling process.

Our Customer Service Charter

  • The PTA is committed to providing a quality passenger transport service to the public.
  • Our bus, train and ferry staff and contractors are focussed on delivering safe and reliable services.
  • Our staff and contractors will treat customers in a respectful and professional manner.
  • Our buses, trains, ferries and facilities will be clean and well presented.
  • Current information about all PTA services will be available from customer service staff, brochures, timetables, our call centres and our website.
  • The PTA will plan and review passenger transport services in consultation with the community to get the best results.
  • The PTA will plan and provide transport systems that respect the environment and improve sustainability.
  • To help us improve our services we value your feedback on our PTA CommentLine, 13 62 13, or via our online feedback form.

Handling complaints and comments

The PTA welcomes your feedback (complaints, commendations, suggestions, general comments) to help us improve the quality of our services.

If you would like to provide us with feedback or lodge a complaint, please complete our online feedback form or call our InfoLine on 13 62 13.

Our Complaint Handling Policy outlines the process for managing complaints received from any source.

PTA Strategic Plan

Our Strategic Plan outlines our goals and the level of service we aim to provide.

Privacy

The PTA is also committed to protecting the privacy of our customers. If you want to know more about privacy at the PTA, see our privacy policy.

 


The PTA acknowledges Traditional Owners of Country throughout Australia and recognises  the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures; and to Elders past and present.   

Aboriginal and Torres Strait Islander people are advised that this site may contain images or names of people who are deceased.

Copyright Disclaimer Terms Of Use Privacy Statement Webmail Copyright 2024 Public Transport Authority of Western Australia
Back To Top