Our Customer Charter
Ritchies commitment to the customer experience
We want customers to enjoy the experience of being on bus and coach services we provide. Our drivers and other operational teams are trained to meet high standards of service. They work hard to provide journeys that you can rely on.
This Customer Charter sets out our commitments to you.
Your safety and comfort
Everything we do is geared toward getting passengers to their destination safely. Putting people first is a core value at Ritchies and we won’t compromise on safety.
Our aim is to ensure safe and comfortable travel that will get you where you need to go, in a timely manner:
- All our drivers and operational teams receive training in safe driving and in how to provide the best customer experience
- Our urban buses are fitted with CCTV cameras for the safety and security of drivers and passengers. Newer electric buses have a range of safety technology features including anti-collision software to provide an enhanced level of on the road assurance
- Our operation teams monitor the progress of our buses on the road in real time, via GPS
- Drivers are trained to deal with emergency situations and with any difficult passengers
- We have comfortable seating, wi-fi available on many buses and a regular cleaning regime with a preventive service maintenance programme for all our fleet
Service standards
We will welcome you onboard and if you don’t have a smile – then you can expect our drivers to provide you with one.
All passengers will be treated with respect, in a friendly and courteous manner.
- Our drivers will be happy to answer any questions you have and can help you understand the route, stops, travel times and fares.
- They can provide the latest information if there are changes or disruptions to the service
- In most of our buses, drivers can park close to the kerb and lower the bus for those who need it for better accessibility.
- They can also provide reasonable assistance to help passengers get on and off the bus, and give you time to settle in before departing
- Our services will be as reliable as is operationally possible, noting that there can be unplanned service interruptions in or outside our control – weather, accidents, mechanical or other disruptions.
Improving what we do
For the thousands of people who travel with us every day, we think our teams are doing a pretty good job, but we are always looking to find new ways to improve the service we offer.
- We regularly review our customer service processes to make sure they continue to meet your needs.
- We work with public transport authorities to help promote and improve schedules and network design.
- Compliments and positive feedback from passengers is used to help celebrate and raise awareness of best practice.
- If we get things wrong and let you down, then we accept responsibility and include lessons learned to update our training for our teams.
All concerns raised will be responded to. All complaints, which should be made in written form, will be investigated in a fair and open manner. We will acknowledge complaints within 2 working days and aim to have investigated and responded with complaint findings at the latest within 20 working days.
If you are unhappy with the initial response to your complaint, you can ask for it to be escalated.
What we would ask of you
Make sure you are clearly visible to the driver at your bus stop or pick up point and always board at the front of the bus, unless requested otherwise.
Respect our drivers, and other passengers always – no loud music, shouting or other disruptive behaviour. If your conduct is inappropriate or you are abusive towards our driver or other passengers, or if you cause discomfort or offence, you are likely to be asked to leave.
- Avoid eating or drinking while onboard
- No weapons are allowed, and you cannot wear a bike helmet, ski mask or headgear which conceals your face, unless for religious or public health reasons
- Always be or stay seated when the bus is mobile to reduce the risk of trips or falls
- Don’t stand on the steps of the bus or in any area marked as “no standing area” (e.g., beside the driver) while the bus is moving. Standing is not permitted on the upper deck of the decker buses or in the stairs leading to the upper deck
- Tell our driver immediately if you become unwell or injure yourself getting on, off or travelling on the bus
At any time, our driver may ask a passenger to leave for safety, security or other reasons. Passengers must always obey the driver’s instructions. Before you leave, please check and take all your things and any rubbish with you.
If you leave something behind on one of our services let us know using our online Lost Property Report.
Our objectives
Across New Zealand, Ritchies teams provide essential bus services from public and school transport to private charters.
If you ask our drivers what they enjoy most, it is almost always their engagement with passengers that gives them the greatest pleasure.
Meeting and helping people makes a difference and that is our fundamental goal.
- We are proud that every day our teams get people where they want to go in safety, in comfort and on time.
- Well-run bus services build confidence in public transport.
- Every full bus means less congestion, fewer cars on the road, and less carbon emissions in our communities.
With our growing zero emission fleet and with your support we are driving passenger transport to a sustainable future.
