Maianbar Bundeena Bus Service

Policies

Our policy documents include the following:


Safety Policy

Committment

Maianbar Bundeena Bus Service Pty Ltd views safety as a top priority. The health and well-being of staff and members of the public are paramount.

Safety Objectives

We aim to achieve this goal via:

Responsibilities

Proprietor/Managing Director

As the senior operational officer in charge of the depot, the Proprietor/ Managing Director has overall responsibility for implementing and monitoring the organisation's SMS.

The Proprietor/Managing Director are responsible for ensuring safety policies and procedures are developed and effectively implemented, and to support staff and hold them accountable for their specific responsibilities.

Employees

Employees including drivers, are responsible for operating and maintaining buses in a manner that ensures the safety of staff, passengers and pedestrians, which abides with the legislative requirements of WorkCover, Transport NSW (TfNSW), and the NSW Roads and Maritime Services (RMS); and the organisation.s SMS requirements.

Review

Maianbar Bundeena Bus Service Pty Ltd.s SMS will be evaluated regularly via audits and other mechanisms to ensure it remains relevant and effective. As part of this process the SMS Policy will be reviewed when required by changes in legislation (or operations) and at least annually.


Environmental Management System (EMS)

Maianbar Bundeena Bus Service Environment Management System (EMS) is a tool for managing the impacts of our Maianbar Bundeena Bus Service activities on the environment. It provides a structured approach to planning and implementing environment protection measures.

Our EMS monitors environmental performance. The EMS integrates environmental management into our company.s daily operation, long term planning and other quality management systems.

Components of an EMS

 

Environmental Policy: this is a statement of what Maianbar Bundeena Bus Service intends to achieve from an EMS. It ensures all environmental activities are consistent with the Maianbar Bundeena Bus Service objective.

Environmental Impact Identification: identification and documentation of the actual and potential environmental impacts of Maianbar Bundeena Bus Service operations need to be undertaken. We will achieve this through undertaking annual environmental audits.

Objectives and Targets: an environmental audit forms the basis of determining Maianbar Bundeena Bus Service environmental objectives and targets. Maianbar Bundeena Bus Service can find benefits in adopting more stringent longer term objectives to encourage it to improve its performance. To continually improve, targets should be regularly reviewed.

Consultation: Staff is consulted before, during and after establishment of an EMS. This is necessary to ensure that all staff are involved in, and committed to the EMS.

Operational and Emergency Procedures: all procedures are reviewed to ensure they are compatible with the Maianbar Bundeena Bus Service environmental objectives and targets. Any changes will be included with the documentation.

Environmental Management Plan: this details the methods and procedures which Maianbar Bundeena Bus Service will use to meet its objectives and targets.

Documentation: all objectives, targets, policies, responsibilities and procedures are documented along with information on environmental performance. Documentation is useful for verifying environmental performance to staff, regulators and the community.

Responsibilities and Reporting Structure: responsibilities need to be allocated to staff and management to ensure the EMS is implemented effectively.

Training: staff undergo environmental awareness training to familiarise them with their responsibilities for implementing the EMS and with the overall environmental policy and objectives of the Maianbar Bundeena Bus Service. This provides staff with the necessary skill and motivation for the effective implementation of the EMS.

Review Audits and Monitoring Compliance: review audits are undertaken regularly to ensure the EMS is achieving its objectives and to refine operational procedures to meet this goal. In order to ensure regulatory and other requirements are being met, it is often necessary to undertake regular environmental monitoring.

Continual Improvement: an important component is continual improvement. An EMS comes into its best use when used to review progress towards the targets and objectives set by a company to protect the environment. The procedures set in place to meet these objectives should be constantly examined to see if they can be improved or if more effective systems can be introduced.

Likewise, Maianbar Bundeena Bus Service can use EMS to ensure that their performance is within regulatory requirements, and to keep ahead of more stringent regulations which might be introduced in the future.

Environmental Compliance: an EMS is a structured tool for measuring and continually improving the performance of an organisation in maintaining its regulatory compliance and managing its environmental risk.

Environmental Issues

Key Maianbar Bundeena Bus Service Environmental Issues

Benefits of Environmental Management to Maianbar Bundeena Bus Service

Our Objectives

 

Maianbar Bundeena Bus Service will undertake its activities in a manner that:

Our EMS is supported by

These complement and form part of the EMS

What is in Maianbar Bundeena Bus Service EMS?

Maianbar Bundeena Bus Service Environmental Management System has been designed to satisfy the requirements of ISO 14001

EMS specific processes are associated with

Risk Management

 

Environmental Risk Management is undertaken by:

This information is used in the Planning Process

These requirements must be met. We must demonstrate compliance with these requirements.

Planning for Environmental Management

Information gathered is used to:

Continual Improvement

 

In common with all management systems, the Environmental Management System standard aims at continually improving performance.

This is a fundamental characteristic of the ISO 14001 standard.

What we have achieved so far

Our environmental goals for the future


Passenger Relations Plan

1. INTRODUCTION

Under the Metropolitan Bus Services Contract, Maianbar Bundeena Bus Service Pty Ltd has developed a Comprehensive Passenger Relations Plan, which is reviewed annually.

This plan has been developed as a key document for Maianbar Bundeena Bus Service Pty Ltd, and places our commitments and goals in line with Transport for NSW. Staff will be trained on and implement the upgraded plan, and report on the progress of implementation.

This comprehensive document is available to the public on the Maianbar Bundeena Bus Service Pty Ltd website.

2. CONTENT

 

The Passenger Relations Plan identifies and reviews key areas for our customers. These include:

3. Service Information

Service timetables and information is available in multiple locations:


Fare and Opal information is available at:

 

4. Customer Feedback and Research

Complaints

Maianbar Bundeena Bus Service Pty Ltd has an established procedure in place for dealing with complaints.

Complaints received via the Transport info line, once received, are logged and forwarded to the appropriate staff member to respond to accordingly. Complainants will receive initial contact and/or feedback within 48 hours of the complaint being received. Complaints received directly are dealt with in the same manner.

All complaints are completed within 7 days.

Any complaints relating to matters such as driver behaviour, passenger safety and vehicle safety and/or accreditation issues are referred to Transport for NSW, or other relevant authority. All written complaints are responded to in writing. A summary of complaints is documented and reviewed at staff meetings.

Feedback, relating to drivers, is dealt with in accordance with the driver monitoring program outlined in the Passenger Transport Award.

All complaints and feedback can be made by:

Research

Maianbar Bundeena Bus Service endeavors to remain in constant contact with Schools, to determine service requirements, and for feedback on services provided.

Drivers are in contact with management regularly regarding all issues with driving and risk management.

Research on the customer satisfaction is continual and ongoing. All feedback is welcome and can be made directly to drivers, via our Facebook page, or by calling Maianbar Bundeena Bus Service offices on (02) 9523 8819.

Maianbar Bundeena Bus Service keeps a record of all Complaints and feedback that has been received, and these are reviewed by management as they are received. 

 

5. INDUSTRY SYSTEMS PARTICIPATION

Maianbar Bundeena Bus Service Pty Ltd welcomes the procedures suggested by Transport for NSW in relation to the Integrated Transport Information Service (ITIS).

Current protocols facilitate timely and relevant responses to complaints.

The Transport Info line logo and link is displayed on the company’s website and Maianbar Bundeena Bus Service Pty Ltd has printed timetables available from some retail outlets in Maianbar and Bundeena, and on our vehicles.

6. Incident Management

Lost Children

In the event of a child missing their stop, or still being on board at the termination of services for the day, the driver is instructed to contact Management. Management endeavors to contact the parent, guardian or care giver. If direct contact cannot be made, contact with the appropriate school will be attempted. Management will then decide the most appropriate and safe action to be take. If contact with school has been made, the child may be returned to the school and left with a responsible teacher. If contact cannot be made with a school, or parent/guardian/care giver, the driver will remain with the child on the vehicle until termination of services, or at the depot until the situation is rectified.

In the event of a lost child, please contact Maianbar Bundeena Bus Services on (02) 9523 8819, or the emergency contact on 0423 260 746.

Lost Property

Drivers are to endeavor to return any lost property found in a vehicle. If property cannot be returned directly on the vehicle in 2 days, it is to be handed in to Management. 
Lost property is logged in a register upon reporting to management. 
Lost property enquiries are logged in a register upon receiving enquiry.
If an item is unclaimed for 3 months, the item will be disposed of. The method of disposal will be recorded with the record of the lost item.
 


Accessible Transport Action Plan

Maianbar Bundeena Bus Service Pty Ltd is committed to ensuring that all passengers with disabilities have access to the services they require. This plan will be reviewed and evaluated annually to ensure that all passengers are able to use our services.

This plan outlines our efforts to comply with the following:

About our services

 

Currently, 50% of our fleet are wheelchair accessible. We aim to improve this number as our fleet grows in the future. These accessible buses cover approximately 95% of the route services provided on Mondays to Fridays. Timetables for this service are available online, or at the Depot.
 

Training

 

We at Maianbar Bundeena Bus Service pride ourselves on our personal touch when assisting the elderly and disabled. New drivers are introduced and trained in what is expected by both the community and the business. We provide training to drivers on assisting passengers in boarding and alighting from our services. We also aim to improve our training wherever it is lacking, and encourage employees and passengers to submit feedback to assist with this.
 

Complaints Procedure

 

Our complaints procedures are available for employee viewing at any time in the Safety Management System. It is also on our Summary of rights and obligations, displayed prominently in each of our vehicles. Our website also provides links to the Transport website and Info Line.

 

Community Consultation

 

We welcome any feedback on improvements that can be made, or deficiencies in our service currently. We aim to hold discussions with local disability groups to help improve our services moving forward.

 

Timetable or Feedback contact information

 

The Transport Information Line can be contacted on 131 500, or you can visit their website at www.transportnsw.info

Contact Maianbar Bundeena Bus Service Directly on 0423 260 746, email us at info@maianbarbundeenabus.com, or find us online at www.maianbarbundeenabus.com

 Reviewed by: Ben Straney  Review Date: 31 January 2019  Next Review Date: 31 January 2020


Other Relevant Documents

Maianbar Bundeena Bus Service . Safety Management System (SMS v2) Located in Maianbar Bundeena Bus Services Office.