Our Customer Service Charter lets you know what type and level of service you can expect from us, while the Conditions of Travel detail the responsibilities and expected conduct of our customers while travelling on Metro buses.
We ask that all passengers comply with the following Conditions of Travel in order to allow us to provide bus services that are safe, comfortable, reliable and easily accessible.
Failure to comply with the Conditions of Travel may constitute a breach of the Tasmanian Passenger Transport Services Regulations (2013), and result in a passenger being directed to leave the bus.
When travelling with us, you must:
- Have a valid ticket for your journey;
- Carry proof of entitlement if using a Concession or Child/Student ticket;
You must not:
- consume food or drink or bring open drinks on to a vehicle;
- damage or interfere with a vehicle, service equipment or service;
- bring an animal on to a vehicle unless it is an approved guide or assistance animal. Please see the Assistance Animals section for more information;
- use obscene or offensive language;
- carry flammable liquids, firearms or weapons of any type;
- Attempt to enter or leave a vehicle whilst it is moving, waiting at any road intersection or traffic signal;
- threaten, abuse or assault any customer or Bus Operator;
- create a nuisance or disturbance.
We aim to:
- Deliver at least 99% of scheduled services; and
- Deliver at least 85% of services within 1 minute before and 5 minutes after their scheduled departure time.
While we strive to provide a reliable service, this may not always be possible due to circumstances beyond our control, such as traffic congestion, roadworks, weather or other disruptions. However, we will continue to work with State and local Government, Tasmania Police and other relevant stakeholders to improve the reliability of public transport.
We are committed to ensuring that our buses always travel on the scheduled route and stop at all bus stops where there are hailing passengers or passengers wishing to alight. However, buses will not stop to collect passengers if the bus has reached its legal capacity for standing and seated passengers. In these cases, the bus destination sign will indicate that the bus is full.
We review our loading data regularly to ensure that we match service frequency and bus size to meet your travelling patterns and demands. If you regularly encounter buses that are not stopping at a scheduled bus stop because they are full, please let us know so we can assess the issue.
Express service buses will only stop at timetabled express service bus stops.
We are committed to making passenger transport a travel option of choice for all Tasmanians. As at August 2021, we deliver approximately 98% of our general access services with wheelchair accessible buses.
Our customer service centres in Hobart, Launceston and Burnie are all wheelchair accessible.
While Metro does not refuse carriage on the grounds of disability, to ensure passengers’ safety and comfort the following rules must be followed:
- Mobility aids may only be carried upon Metro’s low floor bus services
- Mobility aid weight must not exceed 300kg (passenger weight included) and must comply with dimension, stability and manoeuvrability standards
- Occupied mobility aids such as wheelchairs, prams and strollers must be stationed in the designated area facing towards the rear of the bus with safety features applied
- Three wheeled mobility aids of any kind are not permitted to be used on board. This is due to safety concerns regarding their stability and the risk they pose to the user and other passengers
- Passengers are permitted to carry unoccupied wheelchairs, prams, strollers, scooter and three wheeled mobility aids provided they can be folded securely and safely stowed within the confines in the luggage rack. Stowed items should not cause an obstruction or pose a safety risk to any other passenger on the vehicle
- Bikes may be carried on board a bus provided they can be folded in half and safely stowed in the luggage rack
- Except for extending the wheelchair ramp, Bus Operators are not expected to leave the driving seat to assist a passenger to enter or leave the bus, but they have the discretion to do so where they believe it is safe and reasonable, and where the bus is properly secured
Metro welcomes all passengers on its services and has regard for:
- The comfort and convenience of all passengers, and
- The safety of everyone travelling on its buses.
Because of this, there are some simple guidelines for access of assistance animals on Metro services.
To access Metro buses and premises, an assistance animal must fall under one of the following categories, with the passenger carrying the appropriate type of valid accreditation for their assistance animal:
- Assistance animals carrying an Assistance Animals Permit (AAP) issued by Metro Tasmania
- Assistance animals carrying an accreditation from recognised organisations such as Guide Dogs, Hearing Dogs etc
- Assistance animals carrying interstate accreditation
This accreditation is required by Metro to ensure that the animal travelling on the service is an assistance animal that exhibits the skills and actions to alleviate the handler’s disability on public transport and also meets the standards of behaviour and hygiene appropriate for a public place.
To apply for an Assistance Animals Permit please contact the Metro Shop in person, by phone 13 22 01 or by email firstname.lastname@example.org.
Passengers should be aware that animals will not be allowed on Metro buses if they do not have one of the forms of accreditation listed above.
Safety and security is at the forefront of our business. To ensure the safety of all Bus Operators and passengers all buses are fitted with CCTV. All passengers boarding a Metro bus agree that they may be recorded (audio and visual) for safety and security purposes. We also have a close working relationship with Tasmania Police to minimise crime and anti-social behaviour on our services.
All Metro Bus Operators are trained in safe driving practices to maximise passenger safety.
All buses in service will be cleaned internally (swept, remove the rubbish and attend to any spills or soiling) on a daily basis. We will wash the outside of the bus at least once a week or more often if required.
Following the outbreak of COVID-19, we have enhanced sanitisation, focusing on the places passengers spend the most time on board. We’re cleaning high touch surfaces like stop buttons, door handles, handrails and grab straps regularly.
To ensure a pleasant on-board experience we regularly inspect the heating, ventilation, air conditioning and lighting to ensure all are working correctly.
We are committed to ensuring all Metro employees, visitors and customers are treated with dignity, respect and are free from discrimination and harassment.
We encourage customers to report any instances of discrimination. We will take any reports seriously and ensure an objective, impartial and confidential investigation is conducted and appropriate action taken.
The Anti-Discrimination Act 1998 (Tas) makes discrimination on the basis of one or more of the following attributes listed here unlawful.
To help make everyone’s journey a pleasant and safe one, we ask that you:
- Exit via the back door whenever possible
- Use headphones for personal listening devices
- Respect other passengers by behaving in a considerate manner
- Offer your seat to mobility impaired passengers.
We ask that you don’t:
- Place personal items on a seat while customers are standing
- Place feet on seats at any time.
We have the right to refuse to carry any person who is:
- Intoxicated or under the influence of drugs;
- Of poor personal hygiene; or
- Considered to be a security or safety risk.
We will keep and record all property* lost and found on our buses and will make all reasonable efforts to return to the rightful owner. If you report a lost item to us and that item is recovered, you will be notified to collect.
*Other than perishable items
In Hobart, you can collect lost property from the Metro Shop, 9am to 4pm Monday to Friday (unless you have contacted us via 13 22 01 or email@example.com to arrange a different collection time). In Launceston and Burnie, you can visit the Metro depots between 9.30am to 5pm.
As our buses spend a lot of time out on the road, it can be difficult to track down items instantly. Please allow up to 24 hours for your property to be retrieved.
You are responsible for the safety and security of your luggage. We will not carry unaccompanied parcels or luggage or be held responsible for any loss or damage to belongings while on-board.
We reserve the right to refuse to carry any items of luggage that could cause inconvenience, danger or offence to others. Carriage of luggage is restricted on safety grounds to where space is available.
Timetables, journey planning, Greencard and fare information is available on our website www.metrotas.com.au or:
- Call the Customer Service Hotline 13 22 01 for timetable and service information, wheelchair and disability accessible information, and general enquiries between 7am to 7pm Monday to Friday (except Public Holidays) and 9.30am to 2pm on Saturdays (during Daylight Savings only).
If you are deaf or have a hearing or speech impairment, contact us through the National Relay Service using one of the following options:
- Speak and Listen users phone 1300 555 727 then ask for 13 22 01
- Internet relay users can connect to the National Relay Service then ask for 13 22 01
- Email firstname.lastname@example.org
- Via Facebook or Twitter
– Metro Shop at 22 Elizabeth Street in the Hobart City bus mall open 8am to 6pm Monday to Friday, and 9.30am to 2pm Saturdays during daylight savings.
– Opposite Stop A, Metro depot, 212 Main Road Moonah (open 7am to 5.30pm Monday to Friday)
- Launceston – Depot Office at 168 Wellington Street open 8.30am to 5pm, Monday to Friday.
- Burnie – Depot Office at 28 Strahan Street open 8.30am to 5pm, Monday to Friday.
- PO Box 61, Moonah, TAS 7009
If your feedback requires investigation, please provide as much detail as possible, including:
- Date and time of travel
- Bus route
- Bus number or registration
- A contact number or email address in case we need to follow up for more information.
When we receive a complaint, we will investigate and provide a response within 10 working days. Complaints must be made within seven days of an incident occurring in order to be investigated.