TravelSafe Supply Partner Service Standards and Code of Conduct
The following service standards define what we and our customers expect, and by accepting jobs from TravelSafe you are agreeing 100% to comply with our service standards.
We want our customers to have the best experience possible in order that at all times we are their first choice supplier above all others. It takes a lot of work to win customers, but with poor service they can be lost in a second.
Being on time: this creates a great first impression. As a transport operator, this is the most basic and simplest of standards to meet. TravelSafe expects that all Supply Partners (SP’s) have robust operational procedures in place to ensure drivers are on time for every departure.
Departure Time / Booking Time: this is the time the customer expects to depart. TravelSafe expects SP’s to be parked ready to load customers at least 10-15 minutes prior to departure.
Driver Presentation: drivers must wear clean collared shirts and clean trousers. Covered footwear is a legal requirement in the workplace. Drivers must be well rested and fully briefed on the journey ahead.
Driver Engagement with the Customer: drivers must have a good level of English. Do not argue with customers. Drivers should always introduce themselves to the group leader and have a brief discussion about the journey ahead, and any return journey requirements. Work out estimated times of arrival or departure from the return location (if its a two-way journey). Drivers should comply with any reasonable requests made by the customer such as temperature inside the vehicle, requests for music or volume up/down, or toilet breaks. If the driver feels the requests are not reasonable TravelSafe must be contacted. In the meantime politely suggest to the customer that you carry on as planned until TravelSafe can resolve the issue.
Sexist or Racist Jokes/Comments: any dialogue or conversations of this nature are deemed as serious misconduct.
Driver Compliance: TravelSafe expects SP’s to have robust checking systems in place to ensure all drivers are legally allowed to drive. Where required Driver Authorization must be displayed. When requested SP’s must supply TravelSafe with copies of driver licenses and passenger endorsements (some contracts require this). Working with Children checks must be in place and maintained for all drivers permitted to carry children onboard, the SP must provide copies of these on request.
Vehicle Standards: vehicles must be roadworthy, fully compliant with local regulations, air conditioned and with seat belts. Vehicle exteriors and interiors and windows must all be clean. The vehicle must be smoke free.
Vehicle Type and Age: the SP must supply the vehicle that is specified in the TravelSafe booking. We accept that sometimes due to breakdowns or unforeseen circumstances vehicles have to be changed. SP’s cannot do this without prior notification and agreement by TravelSafe. We expect an average fleet age of under 10-years.
Third Party Service Providers: SP’s cannot hire or sub-contract third party service providers without prior approval from TravelSafe. Third Party Suppliers need to be checked by us for compliance and we require written assurance they have read and agreed to our service standards.
Customer Complaints: these must be responded to within 24-hours of receIving an email from us about a complaint. If SP’s have a complaint about a customer or are having difficulties with customers please call our office as soon as reasonably possible.
End of Trip Procedures: always thank the customers. Ask them to check around and under the seats for any left property. Before driving away do a full front-to-back walk-through of the vehicle. Notify us immediately of any lost property.
Summary: Supply Partners who choose not to comply with our service standards can, at our discretion, be suspended from the TravelSafe Portal for an indefinite period.
Supply Partner Terms and Conditions
The Customer: They are defined as a person or business that has purchased a service from TravelSafe by way of the TravelSafe Portal or by direct phone or email to TravelSafe. The customer at all times is a client of TravelSafe and at no time should the Supply Partner attempt to enter into a commercial agreement with a TravelSafe customer. Nor should a driver or SP make any attempt to establish ongoing communication with our clients (e.g. giving business cards, website addresses etc) in order to secure future bookings direct with the client.
Supply Partner or SP or Operator: The bus or coach or transport provider contracted by TravelSafe to deliver the service being quoted on or booked by TravelSafe
Compliance Checks: all SP’s are provided with a username and password that is used to login to the TravelSafe portal. To be eligible to view bookings we must ensure all SP’s are compliant with the relevant State or Territory transport regulations. The SP must upload the following documents and ensure they are kept up to date.
Transport Accreditation Certificates and ABN
Motor Vehicle Insurance Certificate of Currency issued no more than 7-days prior to uploading to the TravelSafe Portal
Public Liability Insurance Certificate of Currency issued no more than 7-days prior to uploading to the TravelSafe Portal
TravelSafe conducts bi-monthly audit reports on Supply Partner documentation validity.
- OPERATOR AGREEMENT
- By accepting jobs, you are agreeing to the terms and conditions described herein.
We use eCoachManager as our booking and dispatch system, so all inquiries and bookings are electronically tracked. You get the opportunity to see the full details of the work we have and a chance to submit a price or even take the job there and then.
Once we have emailed you a booking please confirm you have accepted it by clicking the accept button.
Our system will send you a final confirmation of details 4 days prior to the date of travel. 48 hours prior to the collection we will request, via an automated email, the driver’s name and number which will be provided to the customer. Should you not give out drivers’ numbers please enter your 24/7 emergency contact number.
Once an operator has accepted a booking, it is the responsibility of the operator to ensure that the booking is carried out in accordance with the booking details.
Please also be advised that any 'bond' requirement must be stated in advance of any acceptance of jobs as despite our best efforts we cannot guarantee that we would be able to obtain any additional funds from the customer during or after the journey. (i.e cleaning fees)
We operate on a 30-day account basis with our supply partners unless agreed otherwise. Invoices must be submitted by email to firstname.lastname@example.org with a copy sent to email@example.com
Please, ensure your bank details are shown on the invoice if it is the first time that we will be processing a payment to your company.
Cancellations by TravelSafe
Any booking cancelled by TravelSafe 72 hours or more before the stated collection time is not chargeable.
If cancelled 48-72 hours prior, 50% of the charge will be provided to the operator.
Less than 48 hours the operator will receive 100% of their quoted rate.
Cancellations by Operator/Service Provider
Once a job is accepted by an operator by clicking the accept link on the job assigned email, the operator is responsible for the delivery of the service. Should the operator subsequently cancel the booking TravelSafe will make efforts to reallocate the work to another provider, the operator, in this case, is liable for any additional charges levied by the new operator to carry out the works.
Should a replacement not be possible the operator is responsible and liable for any justifiable compensation, alternative transport costs (eg taxis), goodwill payments, or any other associated costs that may be requested by the client.
Any variation from the booked job must be confirmed with our office prior to carrying out the work. TravelSafe takes no responsibility should additional work be carried out that we have not been advised of, and agreed to, prior to carrying out the work.
In the unlikely event that you are unable to contact us, then any additional work must be charged to the customer at the time. Proof will often be required, we suggest getting the customer to email us agreeing to the additional charges during the trip or getting the customer to sign an agreement confirming they are aware and agree to additional charges levied.
Should the operator carry out additional work without TravelSafe confirmation we will make efforts to obtain the additional funds from the client but TravelSafe do not accept responsibility or liability for these charges.
In the event that the client is an account corporate customer, then the agreement must be made with the customer that there will be an extra charge and we will then charge that to them after the event, or contact TravelSafe immediately.
Should a bond payment, paid by a client directly to the operator or driver, be required to be retained due to excessive cleaning required or damage to a vehicle, photographic or video evidence must be taken and provided to TravelSafe.
Please note that all our bookings are taken using the 24-hour clock.
When submitting your invoice to us please ensure you include the reference number below and email invoice to firstname.lastname@example.org
Our emergency contact number is 0283784234
Please print and attach the logo at the following link so the clients know you are there for them - https://travelsafecoachhire.com.au/download.php?id=120
We would expect you to take the most direct route possible advising us of any additional charges for tolls if they are not already included.
We would expect a reasonable grace period on collections/pickups (10-15 mins)
Where a full investigation has been carried out and the operator proven to be at fault, TravelSafe reserve the right to adjust operator pay at its own discretion should the above-agreed terms not be delivered.