Passenger FAQ’s

Feedback, Compliments or Complaints

You can submit feedback, complaints or concerns by using one of the following methods:

Submitting a complaint

Sapphire Coast Buslines is committed to providing excellent customer service but if you would like to submit a complaint we would like to assure you that we will act in an open and honest manner and within clear time frames.

Our priority is to respond and resolve complaints within 2 business days unless it involves more investigation. In these instances, you will be kept updated on the progress of your complaint.

What if I want to remain anonymous?

You can choose to remain anonymous when you submit a complaint. Anonymous complaints will be registered and referred to the relevant area for review. Although we won’t be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements. 

Category: General FAQs

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Fares

Yes, our drivers can sell you a ticket on the bus. For more information on the types of tickets available please see our ticketing page.

No, our drivers only accept cash. There are ways to travel without cash by using our SCB card or purchasing pre-paid tickets. For more information please see our ticketing page.

No, Transport for NSW does not recognise health care cards as an entitlement for half fare tickets. If you are a centre link customer you may though be eligible to purchase concession fares by obtaining a Concession Entitlement Card.

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Our Buses

No, currently none of our buses have wifi.

Transport for NSW has determined that regular route buses in regional areas will not have seatbelts. This will benefit customers that have expressed concern regarding the loss of amenity associated with flip-down seats for customers with trolleys, mobility aids or prams, as well as back-rests for wheelchair customers on these buses.

School buses though currently do have seat belts or are in the process of being retrofitted so all dedicated school buses in regional NSW will have seatbelts by the end of 2021.

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Accessible Travel on Route Buses

The majority of our public passenger buses are accessible. If you have limited mobility, you can board and travel on most buses.

On our printed bus timetables, look for the wheelchair accessible symbol for services that are accessible.

On rare occasions, due to operational requirements, a non-accessible bus may be used to substitute accessible services.

Buses that are accessible have lower floors, wide doors, wide aisles and there are no steps in the front half of the bus. Other features include handrails, accessible stop buttons and highly-visible LED destination signs on the front of the bus.

Accessible buses have designated areas with folding seats that are designed to fit mobility aids such as wheelchairs and ride-on scooters. These areas are also used for prams and strollers. However, wheelchair users and persons with limited mobility always have priority.

Park in the designated wheelchair space on the bus, facing towards the back. Ensure your mobility aid is out of the aisle and as close to the side of the bus as possible. The back of your wheelchair needs to be in firm contact with the panel or bar behind it and restrained if restraints are available. Apply the wheelchair brakes once in position. The bus will not move until you are parked in the right direction with your wheelchair secured.

When catching a bus with your mobility device, the driver can assist with

  • lowering the bus and extending the ramp so you can get on and off
  • asking other passengers to move so you can access the designated area
  • service and trip planning information.

The driver cannot help you with

  • the operation of your mobility aid
  • the moving of your mobility aid, including lifting and carrying it
  • your personal needs.

The driver is responsible for the safety and comfort of all customers on board so follow their instructions.

To be able to safely use boarding ramps and to fit within wheelchair allocated spaces on buses your mobility aid must be no more than:

  • Length: 1300mm
  • Width: 800mm
  • Weight: 300kg, including occupant, personal items and anyone required to assist on the boarding ramp

Scooters are considered small vehicles. If your scooter is a required mobility aid, it will only be carried on public transport if it is safe and fits the specifications.

It must be able to be driven onto the service and manoeuvred to fit wholly within the allocated wheelchair space under its own power.

Restrictions

  • Petrol run scooters are not permitted on public transport in any circumstances in accordance with the Passenger Transport Regulation 2007.
  • Three-wheeled scooters are not permitted on buses.

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Traveling on Route buses

Instruments can only be brought onto buses if they are in a case and can fit on passenger’s lap or under the seat in front of you. 

Suitcases and golf bags can only be brought onto passenger buses if they are a dedicated passenger service and not a school service due to full capacity.  If you wish to travel with these items, it is best to call SCB in advance to ensure the service you wish to travel on will be able to service this request.

Scooters that are not mobility aids, are only permitted on the bus if they are in a case and can be safely stowed on the passenger’s lap or in the seat in front of you. The driver can refuse these items if the service is at full capacity.

Bicycles cannot be taken on buses because they are difficult to stow without inconveniencing or potentially endangering other passengers.

Surfboards can be taken on board, although the driver may refuse if the service is at capacity.

Assistance animals with a valid form of accepted accreditation are allowed on all public transport in NSW.

Pet animals may be allowed to travel on buses if it is confined in a box, basket or another container as required by the NSW Passenger Transport Act and regulations. However, permission is still required by staff or the driver.

In accordance with industry recognition, therapy animals, facility animals and emotional support animals are considered to be companion animals. These animals do not have public access rights and can only travel using the arrangements provided for travelling with pets.

When boarding public transport with a pet or other animal, please be aware that:

  • The animal must be restrained in a suitable box, basket or another container at all times while onboard.
  • The driver or crew may refuse to allow the animal if the service is reaching capacity.
  • Animals that are not clean, appear vicious or likely to annoy, threaten or inconvenience other customers will not be allowed.
  • Animals are not allowed on seats and must not obstruct passageways.
  • You should keep your animal away from other travelling animals to ensure the safety and comfort of other customers and pets

Yes, it is free to take a pram or stroller on public transport. Children aged three years and under travel free and don’t need a ticket. Children aged 4-15 (inclusive) pay child fares.  Prams on buses that are not accessible will need to be folded prior to entry and stowed away in the bus.

There are some important safety measures to be aware of when travelling with prams and young children:

  • Strap your child in securely and hold on to your pram while waiting for the bus.
  • Apply the pram’s parking brake and park parallel to the edge of the footpath.
  • Board with the pram in front, lifting the front wheels over the gap.
  • Place prams out of the way of other passengers or staff.
  • Place pram in allocated disabled area and face pram towards the back of the bus with the handbrake applied.
  • Wheelchairs and mobility aid will have priority to designated accessible areas on the bus.

In the event of a passenger needing medical attention, an ambulance will be called to provide medical assistance and the bus will wait until the ambulance arrives. Our drivers will provide assistance where possible but it is not a requirement in NSW for drivers of public buses to be trained in first aid.

There is no eating permitted on buses unless for medical reasons and only water is allowed to be drunk on buses.

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