Customer Charter
Sydney Ferries' employees aim to provide you the highest standard of customer service and safety.
Every year, Sydney Ferries carries millions of commuters across Sydney Harbour and the Parramatta River.
Sydney Ferries provides monthly performance results on our How We Are Charting page.
Our Continuous Improvement Program will modernise operations and deliver you better service.
As a passenger travelling with Sydney Ferries you are entitled
- To travel in safety.
- To be treated courteously by all Sydney Ferries crew, staff and contractors.
- To have requests for information about services provided to you promptly, and where an individual cannot assist you, be referred to someone who can.
- To rely on published timetables and be promptly informed of any service cancellations, timetable changes, vessel delays or operational interruptions.
- To expect all ferries to be clean, tidy, and comfortable.
- To expect lost property found on a ferry, will be stored securely at Circular Quay for a minimum of 28 days before being disposed of in accordance with the Impounding Act 1993.
- To have any complaint made acknowledged and investigated within five days of receipt by Sydney Ferries.
Where to get information about services and fares
Information about services, service changes, timetables and events can be obtained 24 hours a day via the Transport Info call centre 131 500 or by visiting www.131500.com.au or www.sydneyferries.info.
Feedback
Feedback about safety can be directed to:
The New South Wales Government’s Independent Transport Safety and Reliability Regulator which has a Confidential Safety Information Reporting Scheme (CSIRS) at 1800 180 828.
Feedback about any aspect of our services can be directed to:
- Transport Info 24 hour call centre 131 500 or 131500.com.au web form
- TTY for hearing and speech impared customers 1800 637 500
- Non-English sppeaking customers on 13 12 30 (to arrange a three-way conversation with an interpreter).
- Sydney Ferries' ticket windows at Circular Quay and Manly to obtain a Customer Feedback Form.
- Chief Executive Officer, Sydney Ferries via post at PO Box R1799, Royal Exchange, NSW 1225 or via fax on 02 8113 1900.
If you're not happy with the response
If you are not satisfied with the response you receive from Sydney Ferries you can escalate your complaint to the NSW Ombudsman's Office.
NSW Ombudsman
Level 24
580 George Street
Sydney NSW 2000
Telephone: 02 9286 1000
Fax: 02 9283 2911
www.ombo.nsw.gov.au
Refunds:
Refunds can only be provided under certain conditions. The Sydney Ferries Refund Policy is available here and ticket windows at Manly and Circular Quay. The ticket for which a fare refund is sought must be provided upon application.