Customer Service Charter

Our aim is to never disappoint you but if we fail to deliver on our service commitments, we will address your concerns seriously and deal with them objectively, efficiently, and courteously.

  • Who Merseylink see as customers.
  • What Merseylink aim to do for customers.
  • What you can do if Merseylink do not meet the charter obligations.
  • What Merseylink will do if the charter obligations are not met.

Merseylink customers include all those who use any of our services.

Merseylink’s aim is to provide quality public transport solutions for the communities across the North West Coast and surrounding areas. To deliver safe, reliable, and easily accessible services that provide an outstanding experience for all, as we continue to challenge ourselves to achieve excellence at all times

  • 95% of buses will depart and arrive no more than five minutes after the time specified on timetables, allowing for delays outside of our control.
  • No bus will depart ahead of the scheduled time.
  • All buses will travel on the scheduled route and stop, when timetabled to do so, at all stops where passengers are waiting.
  • All buses will be sanitised and cleaned daily.
  • All public buses will have clear and accurate destinations and route numbers displayed.
  • All staff will be helpful, friendly and pleasant to customers.
  • Information about services, fares and timetables will be readily available to customers at the Wesley Vale depot, online via the website, and at the interchange.
  • All drivers will have information about services, fares and timetables, or means of obtaining that information, for requesting customers.
  • Full information regarding the ticketing system and how to use is accessible either online, at the Wesley Vale depot, and on all buses operating the ticketing system. 
  • Merseylink will listen to, consider and respond within five working days, to all comments, suggestions and complaints from customers.

Ensure that our drivers consider your safety and comfort, and:

  • Drive carefully.
  • Refrain from departing until passengers are seated or stationary.
  • Stop as close as they can to the kerb and using bus-lowering devices when needed. 
  • Where possible, ensure that staff travel by bus to gain an overall perspective on how Merseylink is performing operationally. To also assess the success or otherwise of its customer service initiatives.

If the charter obligations are not met or the service is not provided as you think it should, you can:

  • Discuss the matter with the driver or other Merseylink staff at the time of the unsatisfactory service.
  • If this does not resolve the matter to your satisfaction or if you prefer not to do this, you can contact management by calling our office on (03) 6427 7626, in writing to P.O Box 63E, East Devonport, 7310, or in person at our Wesley Vale depot. 

We will respond within five working days.

To help us deal adequately with any issue and ensure that problems do not re-occur, please provide as much detail about the incident as possible, preferably including times, route and bus numbers. However, even if you do not have this information, we will respond.

If Merseylink fails to meet its charter obligations, it will:

  • Always apologise, privately and if appropriate publicly, to customers affected.
  • Always provide full information and explanation about what happened and why it happened.
  • Explain what it will do to try to ensure that such an experience will not occur again.
  • Do whatever it can to assist customers adversely affected by us not meeting expectations.

We appreciate all feedback received from customers, including positive comments and opportunities for improvement.
You can let us know your thoughts here by either calling our office or sending an email.

25 November 2022, COVID-19 Risk Level in Tasmania raised to MODERATE.
Tasmania has raised the official COVID-19 Risk Level to MODERATE as the State continues to experience increases in COVID-19 cases. Public Health recommends wearing a face mask in crowded indoor spaces, on Public Transport, and when visiting people who may be at risk of severe illness. Remember if you have symptoms, you should stay home and get tested for COVID-19 if you have any cold or flu-like symptoms, no matter how mild.
Covid Safe Behaviours
Public Health Face Mask Information