Bus passenger charter for Norfolk and Suffolk

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):

• Norfolk Enhanced Partnership and Bus Service Improvement Plan
• Suffolk Enhanced Partnership and Bus Service Improvement Plan

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.