Customer Charter

We’re committed to servicing the Illawarra through the provision of comfortable, safe, and efficient transportation.

Our Commitment

Dion’s Bus Service has a strong commitment to servicing the Illawarra through the provision of comfortable, safe, and efficient transportation. We continue to strive to significantly improve our service delivery and create attractive alternative to private car usage.

Service Delivery

Performance

Dion’s Bus Service prides its ability to provide a reliable service whilst continually upgrading and modernizing the fleet and the way we do business.

We aim to deliver a minimum of 98% of our total services on time, and ensure that 100% of our scheduled route services are provided with a low floor/accessible bus

Safety and Security

Dion’s Bus Service is committed to ensuring the safety and security of its patrons.

Each bus is fitted with Closed Circuit TV Cameras, and our drivers are in direct contact with our operations department and security services.

Accessibility

Dion’s Bus Service recognizes and respects the right of all customers to have access to public transportation.

All of our scheduled route services are operated with a low floor accessible entry bus. Drivers are able to extend a wheelchair ramp, to provide easier access. Please feel free to request the ramp from the driver if you require it.

Services

Timetable Changes

Where possible, Dion’s Bus Service will provide customers at least one (1) week notice through notices on our website, and via our Drivers.

Stops

Dion’s Bus Service will continue to invest in improving and increasing the number of identified Bus stops to ensure easy access to Dion’s Bus transportation.

Service Frequency

From 9:00am to 5:00pm Dion’s Bus Service runs every 20 mins or better from Wollongong CBD to Austinmer.

Fares and Ticketing

Concession Fares

Passengers who are entitled to travel by concession fare, need to use the appropriate Opal card or present an accepted Free Travel Pass to the driver.

Click here and scroll down to the Concessions and Eligibility section of the web page to find out more.

Ticket Checking

You must always travel with a valid ticket. Authorised officers and police check tickets across the public transport network. Failure to produce a valid ticket to an authorised officer may result in a fine being issued for fare evasion

Find out more

Carriage of Items

Prams, pushers, or large items may be carried on providing they meet safety requirements as outlined by TfNSW.

For more information on travelling with Prams and Young Children, click here.

For more information on travelling with bikes or surfboards, click here.

Travelling with animals and pets

For information on travelling with animals, including pets and assistance animals, click here.

Customer Service

Passenger Information

Timetables, handy travelling tips, and general customer assistance is available on our website and also Transport for NSW’s Website. Should you require further assistance, please feel free to speak to one of our drivers or call our office.

Find out more – Transport for NSW

Customer Feedback

Dion’s Bus Service is committed to meeting customer needs. Feedback can be provided via the TfNSW Feedback Portal. Where a response is required, we will endeavour to get back to you within two business days.

Feedback

 

Lost Property

Lost Property enquiries and collections can be made during office hours. All lost property will be held for one month. Every effort is made to return lost property to its rightful owner however Dion’s Bus Service do not accept responsibility for the return of lost property.

Staff Conduct

Dion’s Bus Service prides itself on the ongoing investment provided through training and developing our staff. You can expect all of our employees to conduct themselves in a professional manner, being presentable, courteous, and willing to assist you at all times.

Fleet

Our fleet is continually being upgraded with the modern vehicles with consideration being given to accessibility , safety and passenger comfort. All buses are well maintained in accordance with manufacturers specifications (or better) and are cleaned on a regular basis.

Rights and Obligations of Passengers

How you can help.

When traveling on a Dion’s Bus do not;

* Smoke, and or spit,
* Use offensive language or behave offensively,
* Interfere with equipment or damage the bus,
* Obscure the isle, doorways, or any exit point use for customer boarding and disembarking,
* Throw anything in or from the bus, or
* Drop/leave rubbish in the bus.

Remember to always;

* Flag the bus in advance,
* Present any necessary concession cards,
*Tap on and Tap off with your Opal, Credit, Debit card or device to ensure you are charged the correct fare
* Give up your seat to those who need it more, and
* Push the bell button in advance to notify the Driver of your intent to disembark.

In return you can expect;

* Dion’s Buses to be clean and tidy,
* The Driver’s authority card will be displayed,
* Not to be inconvenienced by any luggage or goods within the bus,
* The Driver to behave in an orderly manner, act with civility and propriety,
* The Driver to comply with reasonable requests