SMRT Website - Customer Charter

Customer Charter

The SMRT Buses Customer Service Charter is based on our operating philosophy of Service Reliability, Comfort and Safety. We are committed to be a responsible public bus service provider and to deliver the benefits of a world-class transport service that reflects our mission “To be the Customer’s Choice”.


	Our Service Standards
	Our Commitment
	Our Customer Service Initiatives
	Your Understanding & Co-operation

Our Service Standards

Reliability


	To operate at least 96% of monthly scheduled bus trips;
	To ensure at least 96% of monthly bus trips depart from interchanges with headway not exceeding scheduled headway by 5 minutes
	To maintain less than 1.5 service breakdown per 100 operated buses

Loading


	To ensure not more than 95% of average loading per hour during morning and evening peak periods* on weekdays

	*Morning Peak – 0630 to 0830 hrs Evening Peak – 1700 to 1900 hrs

Safety


	To achieve less than 0.75 accident cases per month, per 100,000km travelled

Integration


	To ensure 100% of buses are fitted with integrated multi-modal through ticketing system
	To ensure the first bus from the interchange to each HDB neighbourhood departs before 6 am
	To ensure the last bus from the interchange to each HDB neighbourhood departs at midnight or after the last MRT train, which ever is later

Vehicle Quality


	To ensure 100% of buses comply with the mandatory vehicle standards set by the Land Transport Authority (LTA)

Service Information


	To provide easy access to service information such as service number, routes, operating hours, fares and frequency through various channels including an online bus guide, service brochures, service information panels at bus interchanges, terminals and major bus-stops
	To display estimated arrival times at bus-stops for services with headway of 20 minutes or more

Our Commitment

Reliability

We closely monitor our services and in the event of service disruptions, take immediate actions such as replacement of buses or adjustment of timings. This is so as to minimise inconvenience to passengers.

To better understand passenger travel trends and meet service demands, we conduct frequent passenger and site surveys, and adjust bus deployment and time schedules accordingly.

To improve the public transport system, we work closely with the LTA Service Improvement Committee and Public Transport Promotion Division. Some of the recent initiatives include the introduction of:


	whole day bus lane at Orchard Road
	‘B’ Signals – a scheme that gives buses priority to move-off from traffic lights
	more express bus services
	removal of bus bay dividers island-wide

To ensure the reliability of the fleet and to minimise breakdowns, we are upgrading on our buses. The upgrade programme includes rectification and refurbishment works on the air-conditioning system, engine and transmission, and bus seats.

Safety and Security


	For the safety of passengers, all Service Leaders undergo a Service Proficiency Course. The course emphasis is on safe driving, customer service and service proficiency. Service Leaders who do not meet our safety requirements are required to attend a Driving Enhancement Course.
	For passengers’ peace of mind, all buses are fitted with safety features such as speed limiters, interlocking devices that prevent the bus from moving when the doors are not properly closed, and door sensitive edges that causes the door to automatically re-open when the door edges come into contact with passengers.
	To educate and remind Service Leaders on good driving habits, we run safety videos at our depots & interchanges. Through the fleet management system, we are able to communicate safety messages to the Service Leader and alert them to accident prone areas.
	We educate commuters on courteous and safe behaviour when travelling with SMRT through the annual SMRT Courtesy and Safety Programme planned.
	For the convenience and safety of elderly and less mobile passengers, we have placed designated seats nearer the exit doors.
	To ensure uncompromised security at our bus interchanges, we engaged Transit Security guards to patrol the premises.

Our Customer Service Initiatives


	We are installing a Passenger Information System (PIS) on all our buses. The system provides information on the next stop.
	We are purchasing wheel-chair accessible buses equipped with Euro IV engine. These buses will be step-less and have a low-floor this facilitating boarding and alighting for the elderly and mothers with young children.

Your Understanding and Cooperation

You can help make it a pleasant journey for all by


	Ensuring your ez-link card has sufficient funds or having exact cash ready before boarding
	Flagging the bus in advance to give our Service Leaders sufficient notice
	Queuing to board the bus in an orderly manner
	Moving to the rear to allow others to board
	Showing your concession card to our staff when requested
	Refraining from eating, drinking or littering onboard our buses
	Pressing the bell in advance when alighting to give our Service Leaders sufficient notice
	Informing our Service Leader if you notice any suspicious, unattended items