Customer service
  1. About us
  2. Our services
  3. Our system
  4. Projects
    1. Current projects
    2. Completed projects
  5. Careers
  6. News
Saturday, 25 May 2024

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.


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.


PTA acknowledges the traditional custodians throughout Western Australia and their continuing connection to the land, waters and community.
We pay our respects to all members of the Aboriginal communities and to Elders past, present and emerging; and commit to building a brighter future together.

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 2018 Public Transport Authority of Western Australia
Back To Top