Dorset Bus Passenger Charter

We will work to operate services in accordance with published timetables and monitor performance across the network.

Delays and disruption can occur because of congestion, roadworks, severe weather, incidents and diversions. Where this happens, operators will seek to minimise the impact and provide timely information wherever possible.

Operators and Dorset Council will work together to identify and deliver improvements that support reliable and punctual bus services.

We are committed to providing a welcoming environment for all passengers by:

• keeping buses, bus stops and passenger facilities clean and well maintained
• ensuring vehicles comply with relevant accessibility legislation and standards
• providing wheelchair spaces and priority seating on applicable vehicles
• training staff regularly in customer service and disability awareness
• supporting passengers with both visible and non-visible disabilities
• promoting confidence in travelling by bus for everyone, including older people and those travelling independently for the first time

We understand that good information is essential to a positive passenger experience. We will provide:

• timetables and service information through operator websites, apps and printed information where appropriate
• real-time information at key locations where technology is available
• journey planning information through Traveline and operator channels
• clear information about service disruptions and major changes
• information designed to be accurate, understandable and accessible

We also recognise the importance of onward travel and connections. Dorset Council and operators will work with transport partners to improve information available for passengers making onward bus and rail journeys.

We will aim to make ticketing simple and easy to understand by:

• offering a range of ticket options suitable for different journey types
• clearly communicate available fares and ticket products
• accepting available payment methods including cash, contactless payment and mobile ticketing where applicable
• working collaboratively to explore opportunities that make public transport easier to use

Passenger and staff safety is important to everyone involved in the Dorset bus network. Operators:

• aim to provide a safe and welcoming environment for passengers and staff
• work with Dorset Council, the Police and other partners to address anti-social behaviour where appropriate
• encourage reporting of incidents and concerns
• promote responsible and respectful behaviour across the public transport network
• support initiatives that improve confidence when travelling by bus

Despite best efforts, there may be occasions where services do not operate as expected.

Where this happens:

• complaints will be acknowledged and responded to within 28 working days. Where additional time is required, an acknowledgement will normally be provided within 2 working days
• operators will investigate complaints and use customer feedback to improve services
• information about service disruptions will be provided where available
• any compensation, reimbursement or alternative travel arrangements will be considered in accordance with the relevant operator's published customer policies and passenger rights obligations
• if a complaint cannot be resolved directly with an operator, passengers may contact Bus Users UK for independent support and review

To help ensure a safe and pleasant journey for everyone, we ask passengers to:

• treat drivers, staff and fellow passengers with respect
• follow reasonable instructions from drivers and authorised staff
• report any damage, vandalism or safety concerns
• give priority to wheelchair users and others who may need assistance
• have your ticket, pass or payment method ready where possible
• clearly signal when wishing to board a bus
• ring the bell in good time before your stop
• remain seated where practicable, or hold on securely when standing
• avoid anti-social, threatening or abusive behaviour towards passengers or staff

This Charter forms part of Dorset's Enhanced Partnership and supports delivery of Dorset's Bus Service Improvement Plan.

This Charter supports Dorset's Bus Service Improvement Plan (BSIP) and has been developed jointly by Dorset Council and local bus operators. It will be reviewed annually and updated as required following consultation with passengers and stakeholders.

Alternative formats are available on request.

For accessibility requests or general enquiries, contact: [email protected].