Frequently asked questions
CUSTOMER SERVICE / ACCESSIBILITY
Q: How do I plan my journey with Transperth?
A: Visit the Transperth website at www.transperth.wa.gov.au and use the Journey Planner, located on the left hand side of the home page. The Journey Planner allows you to enter exactly where you would like to depart and arrive, at what time, and by what means. A full list of options will appear, including departure and arrival times, walking distances route numbers and visual maps.
You can also call Transperth’s InfoLine on 13 62 13 from 6.30am until 10.00pm each weekday (or 7.00am until 10.00pm on weekends). Our trained customer service officers will provide you with all the information you need for your journey with Transperth.
Q: How do I report feedback about the Transperth system (including compliments / complaints)?
A: To register any feedback about the Transperth system call the Transperth CommentLine on 13 16 08. Each call is allocated a number and sent to the relevant department, who has 7 days to respond to the issue. Supervisors are also notified of any outstanding jobs.
Q: Can I get personal assistance when travelling with Transperth?
A: Transperth Customer Service Assistants and Passenger Ticketing Assistants are located at all major train stations. You can approach a Customer Service Assistant, Passenger Ticketing Assistant or Transit Officer for assistance at any time.
You can also call Transperth Special Assistance on 1800 800 022 for assistance at train stations, including having a Transperth staff member meet you to assist you with your journey.
Q: Can I travel on Transperth with a wheelchair?
A: All Transperth trains are fully accessible. All new stations are accessible and a program is in place to upgrade existing stations.
Transperth’s entire bus fleet is currently being replaced by fully accessible buses. Over half of the Transperth bus fleet is accessible, with a “kneeling” function to allow the bus to align itself with the kerb. This allows easy access for wheelchairs, prams, and people who have difficulty with steps. You may request the kneeling function on an accessible bus at any time.
To request an accessible bus for your journey, contact the Transperth InfoLine on 13 62 13 to contact your local bus depot. Please contact the bus depot approximately 24 hours prior to your journey to arrange.
SAFETY & SECURITY
Q: Does Transperth have surveillance cameras?
A: Security cameras are strategically placed at all Transperth train and bus stations, including car parks. Cameras are also onboard Transperth buses and trains.
Pan, tilt, zoom cameras and fixed identification cameras provide high resolution images and are monitored 24 hours a day, 7 days per week.
Q: When do the surveillance cameras run?
A: Transperth security cameras record footage 24-hours a day, 7 days per week.
Q: What happens when the Emergency Button is pressed onboard Transperth services?
A: You have immediate contact with the driver and the security camera’s “frames per second” are slowed down. The driver can speak to you through the speaker, contact emergency services or make an announcement to all passengers, while the cameras record the emergency button location.
Remember to use this button only for situations that you require assistance - you can be fined for misusing the service.
Q: Are there Transperth security staff?
A: Transperth employs Transit Officers and Security Officers to patrol buses, trains and all stations.
Transit Officers patrol the train system from the first train to the last train every day. Security Officers patrol the Transperth bus network, including bus stations and onboard buses.
Q: How is security maintained at Transperth stations?
A: Major train stations are now called closed stations. Transit Officers and Passenger Ticketing Assistants man these stations, ensuring passengers have a SmartRider or a valid ticket to enter the station. Click here for a list of 'closed stations'.
Bus stations are patrolled by Security Officers who may travel onboard or behind a bus if required.
All Transperth stations and vehicles have Emergency buttons which instantly connect you to the driver or an operator and diverts security cameras to the Emergency button location.
Q: How else is Transperth making their stations safer?
A: The state Government has committed over $24 million to TrainSafe aims to improve public safety and help reassure the public that travelling on public transport is safe.
TrainSafe initiatives include:
- increased number of security staff;
- improved lighting at all stations;
- security cameras at all stations;
- car park fencing and station barriers;
- central monitoring of all cameras and alarms;
- improved passenger information;
- integration of the emergency and help telephones;
- rationalisation and monitoring of station services; and
- upgraded station communications.
Transperth’s “Night Alight” program on all bus services after 7pm allows you to request to be dropped off at any point along the bus route, provided it is safe to stop.
Q: How do I report graffiti and vandalism?
A: Graffiti and vandalism reports can be made via the Transperth CommentLine on 13 16 08.
If you are witnessing an act of graffiti or vandalism, you can also approach a Transperth staff member, including bus drivers, Transit Officers or any Transperth Customer service staff. Acts of graffiti and vandalism can also be reported to the Police on 131 444.
Reports that lead to the prosecution of an offender can often result in a $1000 reward.
Graffiti is also reported by Transperth staff, including security staff and maintenance personnel on a daily basis.
Graffiti / vandalism of a Transperth bus shelter or bus stop can be reported to your local council.
TROUBLESHOOTING
Q: What do I do if the Ticket Vending Machine / SmartRider processors are not working?
A: If you are on a bus, tell your bus driver so that he or she can assist you. If you are at a train station, approach a Transperth Customer service Assistant / Passenger Ticketing Assistant or Transit Officer.
If there are no staff at your train station, press the InfoLine button to speak to a Customer Service Officer. You will receive a code when they log your call. If you are checked by a Transit Officers, you can give them this code. All ticketing malfunctions are monitored, so if you have encountered a problem, call a Customer Service Officer to have the problem attended to.