Conditions of Transport

We welcome all passengers to our services, and hope you enjoy safe and comfortable travel with us.

This document contains the conditions under which we carry you and your belongings and applies to all who travel with us be it on a minibus, a wheelchair accessible vehicle (WAV) or in a car.

When travelling on bact services (from now on referred to as ‘the Operator’) you enter into an agreement with the Operator. Your attention is drawn to the information provided in this document, which must be observed. These conditions are governed by the Laws of England.

General Conditions

We aim to provide a safe, reliable, and punctual service but there are occasions when we are simply unable to run as timetabled due to factors outside of our control, such as road works, diversions, exceptional traffic congestion, major events, extreme weather conditions and other unforeseen operating circumstances.

Wherever possible, we will take reasonable steps to advise you of any disruption to services, but in the event of cancellation, delay, diversion or termination of any service then being unavailable to you as a result of the vehicle being fully loaded or for any other reasons, we shall not be liable for losses, damages, cost or inconvenience that you suffer as a result.

We do not guarantee that services will connect unless we specifically advertise a guaranteed connection.

The Operator will not pay for taxi fares or other journey costs.

The Operator reserves the right to alter, withdraw or suspend services, fares, and conditions without notice.

We do not in any way exclude or limit our liability for death or personal injury resulting from our negligence nor are your statutory rights as a consumer affected.

Conduct of Passengers – All passengers should show consideration for the safety of other passengers and drivers including passengers with a mobility impairment.

Your Responsibilities

Whilst travelling with us and to ensure the safety of all passengers you must not:

• Smoke either conventional or electronic cigarettes.
• Smoke or inject banned substances.
• Consume food and drink including intoxicating liquor
• Damage or deface any part of the vehicle
• Spit
• Use a music system set at a volume that will annoy other passengers, this also includes music played from a mobile phone, laptop, or handheld device.
• Offend the driver, passenger assistant (when present) or fellow passengers.
• Act in a violent or abusive manner including using offensive language.
• Obstruct the gangway.
• Throw items from the vehicle.
• Lean out of the windows.
• Leave litter on the vehicle
• Speak to or distract the driver when the vehicle is in motion except in an emergency.
• Interfere with any equipment fitted to the vehicle.
• Alter or deface your ticket/pass/voucher or present a ticket/pass/voucher to the driver which is knowingly defaced.
• Engage in any criminal activity.
• Distribute any material, sell items, or canvass customers whilst on the bus.
• Place feet on the seats.
• Make any excessive noise by either singing, shouting or otherwise.
• Refuse to wear a seat belt, which is a legal requirement.
• Use any door for a purpose other than as indicated by a notice, unless directed to by the driver.
• Enter or remain on the vehicle when requested not to do so by the driver on the grounds that the vehicle is at its maximum capacity.
• Bring a cycle onto the vehicle, unless it is a folded cycle and there is sufficient space to store it safely without causing an obstruction or blocking fire exits.
• Obstruct the gangway or exits with pushchairs, luggage or shopping or impact on the driver’s vision and mobility.
• Carry inflammable liquids.
• Travel with a loaded firearm or other dangerous weapon.
• Carry paint, certain chemicals or other liquids or substances unless in suitable sealed containers.
• Wear soiled working clothes or carrying soiled items which may stain the seats etc.

DO:

• Notify the driver immediately if you sustain an injury whilst boarding, travelling on, or getting off a vehicle.
• Make the driver aware of any concerning behaviour you may witness.
• Without prejudice, should a passenger breach any of the conditions, or any other implied conditions or duties under law, the Operator has the right to recover compensation for any loss, injury and damage to the company or employee because of such breach. This includes costs of repairing or replacing damaged property.

Any passenger in contravention of the conditions and other statutory regulations may be required to provide their name and address and proof of identity to the driver or may be required to leave the vehicle at the request of the driver. In such circumstances they may be refused further carriage and will not be entitled to any refund of the fare paid.

Getting in and out of a vehicle

• Passengers may only board or alight at booked pick up points/destinations. The Operator accepts no responsibility for passengers boarding or alighting at any other place or when the bus is moving or preparing to pull away. The driver is not permitted to allow passengers to board or alight when the vehicle is in motion, held up in traffic or stationery at traffic lights.
• Use the emergency exits on any vehicle except in a genuine emergency.
• Ensure when being picked up you are in a safe stopping place to be picked up away from parked vehicles, road junctions etc.
• In an emergency, please try to remain calm and listen to the driver’s instructions, if asked to do so please leave the bus via the nearest or most appropriate exit.

Carriage of Wheelchairs and Pushchairs

In small buses wheelchairs can be accommodated but we need prior notice. Pushchairs may be carried if folded and sufficient space permitting, the child must be of sufficient age and weight to sit in a bus seat with a seat belt. Child seats should be provided when necessary and travelling in a community car.

Transport of Wheelchairs

For those who wish to travel in a wheelchair, bookings must be made in advance to ensure that capacity is available.  ALL wheelchairs must be risk assessed to determine they are suitable, and this will involve informing bact of the make and model and sending photographs of the chairs with particular emphasis on the fixing points and braking system.

Baggage should not be attached to the wheelchair for safety reasons.

Access should be good to pick up the passenger in the wheelchair from the doorstep to the vehicle. Drivers are not DBS checked to go across the threshold and so where this is required, a carer should accompany the passenger.

CCTV

The Operator may use CCTV cameras on vehicles to protect the safety of passengers and the driver. CCTV footage from the Operator’s vehicles may be passed to the police to be used as evidence by the police or Operator in prosecuting criminal activity or in assistance of identification. The Operator in relation to CCTV on its vehicles observes the provisions of the Data Protection Act 1998 and the CCTV Code of Practice.

Breastfeeding

We are fully supportive of a mother’s right to breastfeed in public. Mums who wish to breastfeed are welcome to do so on all our services.

Security

The driver must be advised immediately if any suspicious article or package is seen on or near a vehicle.

Luggage/Shopping

You must not take more luggage than can easily be handled yourself and all luggage/shopping remains the responsibility of the passenger. A passenger shall be liable for any injury, damage or loss caused to the Operator, its property or employees by any luggage brought onto vehicles operated under bact.

The Operator reserves the discretion to refuse to carry any items of luggage that could cause inconvenience, danger, or offence to other persons. Carriage of luggage is restricted on safety grounds to where space is available.

The Operator will not carry parcels or luggage that are left unaccompanied. Unattended property is a security risk and can cause unnecessary delays to the service. It will be removed by staff and may be destroyed by Police.

Lost Property

Any passenger finding property accidentally left in a vehicle shall immediately hand it to the driver of the vehicle.

The driver will notify the office of lost property from which the service is operated, within 24 hours of receiving it. If, before the property has been taken to the office, the property is claimed by a person who satisfies the driver as being the owner, it shall be returned to that person without fee or reward, upon that person giving their name and address to the driver.

Lost property received at the office will be kept for one month, provided it is not perishable, in which case it will be disposed of after 48 hours, or objectionable, in which case it will be disposed of immediately. After the relevant time has elapsed, any property remaining unclaimed may be destroyed or donated to charity.

Any passenger leaving property on a vehicle is advised to report the loss to the Operator as soon as possible, giving full particulars of the property lost.

On claiming lost property, proof of identification will be requested.

Dogs and other animals

All dogs are carried at the owner’s risk and at the discretion of the driver if sufficient room is available. The driver may refuse to carry an animal if it appears dangerous or likely to upset passengers. Only one dog is permitted to travel on a vehicle at any time. If a dog is already on board, then the driver will be unable to permit another to travel.

Any animal causing a nuisance or inconvenience to other passengers may be removed from the vehicle. It is the responsibility of the passenger bringing the animal on board to ensure it is always kept under appropriate control, on a lead or in suitable container. The Operator shall not be liable for any loss of or injury to any animal carried.

Animals are not allowed on bus seats and should always be secured by the owner’s feet and not blocking the gangway. For journeys in cars, dogs/cats etc must be secured either in a cage or fastened into a seatbelt harness. Pet owners are held liable for injury or damage caused by their pets.

Payment of fares

• Credit or debit cards – Fares may be collected in advance by phone via Worldpay prior to the journey. (Preferred option).
• Contactless Payments – Some of our services offer contactless payments for fares. The maximum spend is £100. The customer is responsible for ensuring sufficient funds are available. These are available only on our buses, not on the cars.
• Cash –The Operator’s policy is to accept the widest range of coins and notes for payment by passengers. Coins and notes, as issued by any Bank of England, Bank of Scotland, Royal Bank of Scotland and Clydesdale Bank, will be accepted. Large denomination notes such as £50 and £20 will not be accepted. Forgery-prevention techniques may be applied by the Operator against notes. Correct money for fares is appreciated to ensure services run smoothly. Cheque payments for fares are not acceptable.
• Travel Vouchers (Suffolk County Council) – are accepted in part or for the full fare up to a maximum value of £20 per trip. No change will be given.

If, on boarding the vehicle the passenger is asked to pay a fare believed to be incorrect, the passenger is asked to pay the fare requested and then refer the issue to the Operator.  Any errors will be rectified, and a refund given if appropriate.

If a passenger is able to pay for their journey, but the driver is unable to give change, the passenger can choose either to obtain change from somewhere else (provided the vehicle is not delayed) or to overpay for their journey and receive an overpaid notice slip, which upon production to the driver may receive their change subject to sufficient being available to the driver.

Annual Registration Fee

All passengers apart from the Buzzabout service users must pay an annual registration fee to use bact services.  This is non-refundable whether you undertake one or many trips per year and is used to help keep our services running.

Late cancelations

Journeys cancelled with less than 24 hours’ notice will be subject to a cancellation charge. This will be 50% of the first leg of the trip with a minimum charge of £3 and a maximum of £10. For any trips a volunteer has driven to get to the pickup point, then this fare should be charged with a £3 minimum charge.

Fare Evasion

Passengers unable to or refusing to pay the correct fare may be asked to leave the vehicle.

Passengers who travel beyond the stage to which they have paid, or who pay a child or concessionary fare when not entitled to do so, or who are unable to produce a valid ticket for inspection, may either be charged an additional fare as if a new journey were being made.

Concessionary fares

(available only on the Buzzabout service after 9.30 am)

Passes are accepted by the Operator after 9.30 am (subject to their conditions). County Council child and concessionary schemes are applied where appropriate and any child or concessionary fares are subject to their conditions.

Passengers holding a concessionary fare permit must show this to the driver on boarding.

Children

One child under the age of 5 years is carried free if accompanying by an adult with a valid fare. The normal fare conditions apply for children aged 5 to 15 inclusive.

Private Hire

Additional regulations apply when private hires are undertaken. The terms and conditions are advised when a booking is made.

Regulations

The Road Traffic Act, 1972
The Public Passenger Vehicles Act, 1981
The Public Service Vehicle (Carrying Capacity) (Amendment) Regulation, 1996
The Public Service Vehicles (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations, 1990 amended 2002
The Public Service Vehicles Accessibility Regulations, 2000
The Health Act, 2006
The Public Service Vehicles (Lost Property) Regulations, 1978
The Data Protection Act, 1998

Contact us

Any passenger that has any issues with the Operators services, or suggestions to improve them, please contact 01986 896896 between 09:00 – 16:00 Monday – Friday or email us on info@bactcommunitytransport.org.uk

Complaints

When making a complaint, this should be made in writing, the following information is helpful in assisting with investigations and take corrective action where appropriate. The date, vehicle registration number and destination, where boarding and alighting, drivers name and the time.

A response will be sent within ten working days. Where the complaint is about a driver’s conduct, it may not be possible to advise of the exact outcome, as this information may be of a sensitive nature.

Data Protection

In any circumstances where we collect your personal data, in connection with a retail transaction, a customer survey or other purpose, we will only collect and process your data in accordance with the principles contained in the General Protection Act 2018.

Definitions

“CCTV” means closed circuit television
“Operator” means bact Community Transport
“Conditions” means the Conditions of Transport for the Operator
“Driver” means a person who is the holder of a licence and who is for the time being responsible for driving the vehicle
“Fares” includes sums payable in respect of a journey.
“Fare stage” means a point from and to which a fare is charged
“Regulations” are the relevant legislation, listed above
“Vehicle” means any vehicle used to provide the bact transport service.

First edition: February 2025