Sapphire Coast Buslines provides professional public transportation services in the Bega Valley Shire along established routes. We strive to deliver high-quality, efficient services that exceed our clients' expectations. Our public bus service highlights our commitment to you, the customer, to continually improve the quality and dependability of our services.
FAQs
Feedback, Compliments or Complaints
How can I give feedback, register a compliment or complaint, or raise concerns about behaviour on school buses?
You can submit feedback, complaints or concerns by using one of the following methods:
- Via the online feedback form
- Phone 0264956452
- In person at any 39 Redfern Close, South Pambula, NSW
- Write to: PO Box 256, Pambula, NSW, 2549
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.
Green SCB Smartcard & Credit Card Payments
What are the Green SCB Smartcards?
The Green SCB Smartcards are the new contactless payment cards for Sapphire Coast Buslines. They allow passengers to pay for fares easily across all route and school buses within our network (excluding Flexibus services)
What are the benefits of the new Green SCB Smartcards?
- Can be used on both route and school buses.
- Can be topped up via the Transportme app or in person on the bus.
- The app offers features like tracking and purchase history.
- Cards can be transferred to family, friends, or clients.
Where can I purchase the new SCB Smart Card?
The new SCB Smart Cards will be available for purchase from 28th February 2025.
- Online via our website.
- In person at our office.
These cards will be initially valid for use on dedicated school buses starting 3rd March 2025. The rollout across the regular route service vehicles will continue throughout March and is expected to be completed on all our timetabled services by the end of the month.
How do I set or change my card’s fare type (Concession or Adult)?
Cards will initially be set for either a concession fare or an adult fare based on your customer profile. To change this setting, contact our office.
Note: If your card is set to a concession fare, you must present a valid concession card when purchasing fares on board.
Can I pay with a credit card instead of using an SCB Smart Card?
Yes! our new system allows for contactless payment. You can pay for fares directly using your credit card, mobile wallets and other contactless payment methods, offering greater flexibility for travel payments.
Will cash fares still be accepted?
Yes, cash fares will still be accepted across our network.
How do I top up my Green SCB Smarcard?
ou can top up your card:
- Via the Transportme app (available for download at Transportme.
- In person on the bus.
What features does the Transportme app offer?
The app allows you to:
- Add credit to your Green SCB Smartcard.
- Track buses in real time.
- View your purchase history.
Fares
Can I purchase a ticket on the bus?
Yes, our drivers can sell you a ticket on the bus.
Can I use a credit card to purchase tickets on the bus?
Yes! our new system allows for contactless payment. You can pay for fares directly using your credit card, mobile wallets and other contactless payment methods, offering greater flexibility for travel payments. Alternatively you can also purchase the Green SCB Smartcard.
Can I use a Health Care Card to purchase a half-fare ticket?
No, NSW Transport does not accept health care cards as proof of eligibility for half-price tickets. If you're a Centrelink customer, you may be able to get a Discounted Entitlement Card and use it to buy concession fares.
Our Buses
Do our buses have WiFi?
No, currently none of our buses have WiFi.
Do our buses have seat belts?
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.
Travelling on Route Buses
Can large instruments, suitcases, golf bags and scooters be brought onto passenger buses?
Instruments must be in a case and fit on a passenger's lap or beneath the seat in front of you to be transported on buses.
Due to full capacity, suitcases and golf bags can only be transported onboard passenger buses if they are a dedicated passenger service rather than a school service. If you want to travel with these items, notify SCB ahead of time to make sure the service you want to take will accommodate your request.
Scooters that aren't mobility aids are only allowed on the bus if they're in a case and can be safely kept on a passenger's lap or on the seat ahead of you. If the service is at capacity, the driver can refuse service.
Can bikes and surfboards be brought onto buses?
Bicycles are not permitted on buses because they are difficult to stow without causing inconvenience or putting other passengers at risk. Surfboards are allowed on board, however, if the service is full, the driver may refuse.
Can Animals be brought on buses?
All public transportation in NSW allows assistance animals with a valid form of recognised accreditation. The NSW Passenger Transport Act and regulations allow pets to ride on buses if they are contained in a box, basket or container. However, permission is still required by staff or the driver.
Therapy animals, facility animals and emotional support animals are all considered companion animals by the industry. These animals do not have public access privileges and must travel with their owners via pet travel arrangements.
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 are 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
Can prams be brought onto buses?
Taking a pram or stroller on public transportation is free. Children under the age of three travel for free and do not require a ticket. Children between the ages of 4 and 15 (inclusive) pay child fares. On buses that are not wheelchair accessible, strollers must be folded and stowed before boarding.
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.
Do our drivers have first aid?
In the case that a passenger requires medical help, an ambulance will be dispatched and the bus will wait until the ambulance arrives. Our drivers will help where they can, however, it is not a requirement in NSW for public bus drivers to be educated in first aid.
Can you eat and drink on buses?
No food is permitted on the bus unless for medical reasons and only water may be consumed.
Accessible Travel on Route Buses
Are our buses Accessible?
The majority of our public passenger buses are accessible. If you have limited mobility, you can board and travel on most buses. Look for the wheelchair-accessible symbol on our printed timetables to see which services are accessible. Due to operational constraints, a non-accessible bus may be used to substitute accessible services on rare occasions.
Accessible buses feature lower floors, large doors and aisles and the front part of the bus has no stairs. Handrails, accessible stop buttons and highly visible LED destination signs on the front of the bus are among the other characteristics. There are also specific spaces with foldable seats that can accommodate mobility aids like wheelchairs and ride-on scooters. Prams and strollers are also allowed in these places. Wheelchair users and people with reduced mobility, on the other hand, are always given first priority.
Place your mobility assistance out of the aisle and as near to the side of the vehicle as possible in the allocated wheelchair spot on the bus, facing the back. If restraints are provided, the rear of your wheelchair should be in solid contact with the panel or bar behind it. Once in place, apply the wheelchair brakes. The bus will not move until your wheelchair is fastened and parked in the proper direction.
Can drivers assist?
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.
What size mobility aids can be brought on the bus?
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
Are motorised scooters allowed on buses?
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 per the Passenger Transport Regulation 2007.
- Three-wheeled scooters are not permitted on buses.
Planning an accessible trip
To plan an accessible trip:
- Use the Trip Planner to find a bus service with accessible features.
- On printed timetables and bus stop timetables, look for the wheelchair symbol next to a trip.
- On the front of the bus, look for the wheelchair symbol for accessible bus service.
Translating and Interpreting Service
If you're a non-English speaker, you can get assistance with enquiries and trip planning information by:
- calling the Translating and Interpreting Service (TIS) on 131 450
- calling 131 500 and asking for an interpreter.