Customer Charter

SCI Ltd Guernsey Customer Charter

SCI Ltd Guernsey Limited operates services under the name of buses.gg

At SCI Ltd Guernsey, we are dedicated to providing safe, reliable and customer-focused transportation services for the vibrant community of Guernsey. Our commitment is outlined in this Customer Charter, which reflects our pledge to deliver a safe and quality service, transparency, and continuous improvement. We want you to, sit back, relax, and enjoy the ride!

1. Service Standards & Commitment:

- We commit to operate a punctual, and efficient bus service that meets the diverse needs of our passengers.

- We commit to maintaining clean and well-maintained buses for a safe and
  comfortable journey.

- Our drivers are trained to prioritise passenger safety, courtesy, and professionalism.

2. Customer Rights:

- You have the right to be treated with respect and fairness by our staff.

- Your privacy is important to us, and we will handle your personal information with the utmost confidentiality and in line with The Data Protection (Bailiwick of Guernsey) Law, 2017.

- Access to accurate and transparent information about our services is your entitlement.

3. Safety and Security

- Providing our customers with a safe and secure travelling experience is one of our primary concerns.

- All our vehicles are fitted with a CCTV system for the purposes of crime prevention, detection and for the safety and security of our customers and colleagues.

- Our drivers are all trained and receive ongoing professional development to keep their skills relevant.

4. Travel Etiquette

- Do not distract the Driver whilst the bus is moving.

- Travel with a valid ticket.

- Stay seated, or if standing hold on to the handles and railings.

- Respect others by keeping your feet off the seats, and not playing music or talking loudly.

- Offer you seat to pregnant, disabled or elderly patrons.

- Ensure you take all your possessions and rubbish when getting off the bus.

At SCI Ltd Guernsey we take the safety and well-being of our staff seriously. We have a zero-tolerance policy for any form of abusive or threatening behaviour towards our team members. Such conduct undermines our commitment to providing a safe and respectful environment for both passengers and staff. Any instances of abusive or threatening behaviour will be addressed swiftly and may result in refusal of service or involvement of the Guernsey Police. We appreciate your cooperation in helping us maintain a positive and secure environment for everyone on board.

5. Complaints and Feedback Procedures:

- We encourage you to provide feedback on our services, and we commit to
  addressing your concerns promptly and fairly.

- A dedicated customer service team is available to assist with complaints and
  enquiries and can be contacted in the following ways:

6. Lost Property

- Please remember to take all your belongings with you when leaving the bus and thebus station.
- If you do leave something behind, please contact our customer service team basedat the Town Terminus Shop.
- Perishable goods are destroyed at the end of the day they are handed in.
- All other lost property is kept for 4 weeks at the Town Terminus Shop and can be collected from there. After this time any lost property will be disposed of.
- SCI Ltd Guernsey cannot be held liable for any loss or damage to your property left on the bus or at the Town Terminus Shop.

- Our customer service team make every effort to find the owner of any lost property and will contact you directly if we have ways and means of doing so.

7. Responsibilities of SCI Ltd Guernsey:

- We will uphold ethical standards in all our interactions and transactions.
- Fair pricing policies will be maintained, and any changes will be communicated transparently as approved by the States of Guernsey.
- Details of ticketing types and fare prices are available at our website www.buses.gg .

8. Accessibility:

- Our services are designed to be accessible to all passengers, including those with disabilities. We will strive to improve accessibility continuously.

- Our buses have space for pushchairs and wheelchairs. Our drivers are trained to help passengers with mobility devices, like deploying ramps. Just let us know in advance, and we’ll make sure your journey is smooth and stress-free. We’re here to ensure that every passenger, no matter their needs, can travel comfortably with us.
- SCI Ltd Guernsey have aids to help customers with disabilities, even if they are hidden. Please ask our customer service team for an accessible information leaflet.
- Our team at SCI Ltd Guernsey also offer free travel training to customers who are less confident in using the bus, including how to get on and off the bus safely using wheelchairs and scooters.

9. Continuous Improvement:

- We are committed to regularly reviewing and improving our services based on customer feedback and evolving needs.
- Customer satisfaction surveys and engagement initiatives will be conducted to inform our ongoing improvements.

This Customer Charter reflects our dedication to providing a safe, reliable, and customer- friendly bus service for the Guernsey community. We value your feedback and are committed to enhancing your overall experience with SCI Ltd Guernsey.

Thank you for choosing SCI Ltd Guernsey for your transportation needs.

SCI Ltd Guernsey Limited
April 2024

BUSES GG APP

Travel By App

The Buses.gg mobile app allows you to check live bus times, search for specific stops, view scheduled departure times, and plan your journeys with ease.