Bus passenger charter for Norfolk and Suffolk

The purpose of this charter is to improve bus services across Norfolk and Suffolk. It establishes a consistent standard for bus services to meet, regardless of bus company or county. It also aims to improve the way you can hold us to account.

It sets out the standard of service you, the passenger, can reasonably expect when you travel by bus. No matter if the bus company is big or small, commercial or council-supported - it's the same standard for everyone.

Everyone involved in bus travel can play their part in making bus services better and run smoothly.

Before you travel

Bus company and council websites will show this charter and information that helps you plan a journey
Information about service disruptions will be posted on bus company websites and apps. This information will be updated frequently, and will often be posted on social media platforms too
Services we say are running will run at least 99.5% of the time
You can track your bus and find out where it is on www.bustimes.org, or on bus company websites and apps where available

What you can expect at the bus stop:

A recognisable bus stop, with access to up-to-date timetable and contact information. Real-time displays at major stops.
An area to stand so you can board the bus easily. Where this is a problem, we will act on feedback to implement this as soon as possible.
A bus that shows what service it is and where it's going
A bus that arrives and departs as advertised. (There may be occasional network problems causes by unavoidable factors. These could be issues like roadworks, diversions or unexpected traffic jams.)

During the journey you can expect:

To be able to pay to travel by contactless, mobile apps or smartcards - not just cash
A range of value-for-money tickets that are easy to understand and buy
Buses that are:
- Comfortable
- Accessible, with a standard wheelchair space
- Cleaned inside (at least) daily
Professional bus drivers who offer good customer service and assistance to passengers

What you can expect beyond your journey:

A clear, consistent process for complaints, feedback and praise - with a timely resolution
Bus companies and councils working together to improve your bus services by:
- Improvement plans
- Thinking of the needs of passengers and the travel market
- Consulting you on and informing you of major changes
Bus companies and councils working together to comply with this customer charter

How you can make a difference too:

Respect bus drivers and their requests, other staff and fellow passengers
Report damage to buses, bus stops or bus shelters to help us know what we need to fix
Clearly signal to the bus driver that you want to board, and have your pass, ticket or payment ready as you board
Keep your bus clean - keep feet off seats and take litter home
Allow wheelchair users to use the dedicated wheelchair space
Sit where possible - don't stand at the front of the bus, blocking others
Ring the bell in advance when you want to get off. Stay seated or hold onto the handrail while the vehicle is moving

The following councils and companies have approved this charter. They will endeavour to meet or exceed the charter pledges.

A2B Travel Group

Constructive feedback will help us continually improve our services, especially if we haven't met the standards set out in this charter.

If we've let you down, we're keen to put things right. We're keen to have responses and outcomes that are consistent too, giving you extra confidence.

Feedback isn't just for when things go wrong. Let us know when we've made your day or done better than you expected.

Before you send us feedback, take some time to read about the scope of this charter and what it covers.

How to give feedback

Who to contact

Contact the relevant bus company to give feedback about:

Driver behaviour
Lateness
Vehicle cleanliness
Fares
Ticketing
Bus service timetables

For all other issues, contact the relevant county council:

What to include in your feedback

Make sure you tell us:

What happened, when and where (date, time and place)
Who was involved, including bus ticket details if possible
The outcome you want from giving your feedback

Review and response

The bus company or council will review your feedback.

They will contact you with an outcome within 28 days of getting your feedback.

If you're unhappy with their response

If you're not happy with the response, contact Bus Users UK. They can support you to take your complaint further.

Legal considerations

Statutory rights

This charter does not affect your statutory rights.

Legal relationships

This charter does not change any legal relationship between bus operator, local government and passenger.

Links to legal rights

This charter contains links to key documents that will help you if you want to read more about your rights, such as a bus company's conditions of carriage.

Equalities Act and inclusivity

The measures in this charter aim to improve the inclusivity of services and how they are held accountable. They will take protected characteristics (eg age, ethnicity, disability, etc) into account.

Who and what this charter covers

Geographical area

The counties of Norfolk and Suffolk

Local transport authority

Norfolk County Council and Suffolk County Council.

This includes services crossing between Norfolk and Suffolk.

It does not include services crossing Cambridgeshire, Lincolnshire, Hertfordshire or Essex. They will be covered by a separate charter.

Bus companies

Norfolk: 14 bus companies
Suffolk: 20 bus companies

See full list of charter signatories

Services covered

Registered local bus services are covered by this charter. This means bus services registered to carry fare paying passengers locally and run under a Public Service Vehicle licence.

This includes:

Regular scheduled services
Flexibuses

It does not include:

Schools only bus services
Long distance coaches
Private shuttle buses
Rail replacement bus services

Improving your services and funding them

We've made Enhanced Partnerships (EPs) with bus operators to deliver our Bus Service Improvement Plans (BSIPs):

Charter timeline

This charter was first published and came into force in July 2022.

We will review how well we are meeting the charter pledges every 12 months.

Next review due: July 2023.

Bus user groups

Bus Users UK - charity representing bus users
Transport Focus - independent watchdog for transport users