Rules for Using Pop Cards Nov 2012

Transcription

1 Rules for Using Pop Cards Nov 2012 Contents 1. Introduction Contact Us Glossary Pop Cards Replacement Pop Cards Fair Wear & Tear Policy Privacy Policy... 13

2 1. Introduction 1.1 These Terms of Reference outline the rules that apply when travelling with a Pop Card on applicable public transport. Please read them and ensure you understand them. They will be updated as new functionality becomes available on the Pop Card. You are therefore advised to check these Terms of Reference regularly. 1.2 This document should be read in conjunction with: Tyne & Wear Metro Conditions of Carriage 1 Tyne & Wear Metro Bye Laws Tyne & Wear Metro Penalty Fare Scheme

3 2. Contact Us Contact Address Telephone Nexus Customer Services Nexus House, Tel: St. James Boulevard Newcastle Upon Tyne NE1 4AX Penalty Fares Appeals IRCAS PO Box 212 Tel: (select option 1) Petersfield GU32 9BQ Passenger Focus FREEPOST Tel: (RRRE-ETTC-LEET) PO BOX 4257 Manchester M60 3AR DB Regio Tyne & Wear Customer Relations Tyne & Wear Metro Metro Control Centre South Gosforth Newcastle upon Tyne NE3 1YT Tel: DB Regio Tyne and Wear Ltd (DBTW) operates Metro trains and stations on behalf of Nexus, which owns and manages Metro. 2.2 If you have a problem with a journey and Metro staff cannot solve it on the spot, please contact their Customer Relations Department either by on contactus@twmetro.co.uk or via the alternative contact methods listed above.

4 3. Glossary 3.1 The glossary below outlines specialist phrases and definitions which are used throughout this document and may be used when using or considering a Pop Card. Term Card Reader Child Rates Concession; and Concessionary Customer Media Damaged Pop Card Entitlement ITSO Nexus TravelShops Penalty Fare Notice (PFN) Pop Card Pop Card ISRN number Product Replica Product Definition A terminal where your Pop Card is read to check the validity of its Products or Entitlements. A reduced fare charged to anyone travelling under 16. Pop Card An entitlement to a reduced (or zero cost) fare on the basis of a person s age, condition or status. In the case of Pop, a smartcard which is compliant with the requirements of the ITSO technical specification. A damaged Pop Card is defined as a Pop Card that is faulty due to unreasonable damage by the owner or failure to maintain the Pop Card in the above defined usable condition An entitlement is an authorisation check which can be loaded onto a customer s Pop Card to allow the purchase of products only available to those authorised ITSO Ltd is a membership body consisting of transport scheme operators and the governments of England, Scotland and Wales. The ITSO Specification is a secure technical electronic platform on which smart ticketing schemes can be built. Travel shops operated by Nexus that are located at nine Metro stations (Central Station; Four Lane Ends; Gateshead; Haymarket; Heworth; Monument; North Shields; South Shields; and Sunderland) A higher fare that will be charged if a customer travels without a Product valid for travel on that day. A branded ITSO accredited Customer Media which can carry Season Tickets, cash and other Entitlements. The ISRN number is the unique 16-digit number which identifies your Pop Card from other cards In the case of Pop, a product is a ticket which can be loaded onto a customer s Pop Card. A Product which is loaded on to a Pop Card in the event of card replacement. This replica product will have the same validity as the Product which it is replacing.

5 Season Ticket Under 16 Pop Card A pre-defined product typically valid for a number of days or a number of journeys. An Entitlement Photocard that may allow some Under 16s to get discounted travel at Child Rates.

6 4. Pop Cards 4.1 General Conditions Pop Cards are available from Nexus TravelShops and authorised agents. Nexus accepts no responsibility for Pop Cards obtained from non-authorised outlets. Details of authorised outlets can be obtained from Nexus by contacting the Nexus customer services bureau If you are using a Nexus Pop Card to travel it must also have a valid Product. If your Pop Card is not carrying a valid Product for travel you may be liable for a Penalty Fare Notice (PFN). This is outlined in more detail at Pop Cards are not transferable Nexus expects all users to behave respectfully on public transport. If you do not then Nexus may withdraw your Pop Card. You must then pay the appropriate fare for each service on which you travel We may withdraw a Pop Card or prevent its use if it has been tampered with or there has been an attempt to change it. All Pop Cards remain the property of Nexus If your Pop Card has been confiscated and you wish to understand why this has happened you must contact Nexus Customer Services who will explain to you the reasons behind the withdrawal If you no longer need your Pop Card please return it to Nexus, Customer Services, St. James Boulevard, Newcastle upon Tyne, NE1 4AX. 4.2 Photocards All Photocards remain the property of Nexus and must not be tampered with, Damaged or altered. This is outlined in more detail in clause 8. Fair Wear and Tear Policy The person to whom the Pop Card has been issued is responsible for the use of that Pop Card. Anybody found to be using the Pop Card

7 fraudulently may be liable to a Penalty Fare Notice (PFN) or possible prosecution Photocards are non-refundable. 4.3 Under 16 Photocard Children under 16 years of age (or 16 and in their final year of compulsory education) living in Tyne and Wear may be entitled to an Under 16 Pop Card which enables them to travel on public transport at Child Rates You can apply for a Photocard at any Nexus TravelShop or by downloading an application form at If you are travelling at a Child Rate, authorised staff have the right to request proof of your age but will only do so where they have reasonable doubt about whether you are eligible for Concessionary travel If you have an Under 16 Pop Card, it can be used until the expiry date shown on the Photocard to buy Child Rate tickets Under 16 Photocards are charged at the prevailing rate at the time of purchase The Child Rate may differ depending on whether the child is in possession of a proof of age Pop Card. 4.4 Other Entitlements If you are entitled to any other discounts e.g. student discount, your Entitlement will be added directly to your Pop Card. You may still be asked to provide original proof of entitlement when checked by an inspector on the Tyne & Wear Metro system.

8 4.5 Change of Appearance The photo on your Pop Card must be a true likeness of you. If your appearance has changed significantly you may be asked to get a new Pop Card. You can replace your Pop Card, for a fee, at a Nexus TravelShop. In this instance any Products on your current Pop Card will be transferred to your new Pop Card. 4.6 Duty to Show your Pop Card You must show your Pop Card when requested by a member of staff, Ticket Inspector or other authorised officer and allow it to be read by any electronic reading device. Failure to do so may result in the issue of a Penalty Fare Notice (PFN) or possible prosecution If your Pop Card cannot be read, you must not enter the compulsory ticket area without first purchasing a valid ticket for travel. In this instance you may require a replacement card (please see clause 5).

9 5. Replacement Pop Cards 5.1 Replacement Pop Cards You may need to replace your Pop Card if it is lost, stolen, Faulty, has been tampered with or is Damaged. This can be done at a Nexus TravelShop by completing an application form Nexus reserves the right to refuse the reissue or replacement of Pop Cards confiscated for misuse. 5.2 Lost or Stolen Pop Cards If you lose your Pop Card or it is stolen there will be a fee to replace it Lost or stolen Pop Cards may have been carrying a Season Ticket with some valid days or weeks remaining. These Products will not be replaced with your new card or refunded except for annual tickets as covered by the replacement scheme 3 Pop Card holders who carry an annual Season Ticket covered by the replacement scheme on their Pop Card will receive a new Pop Card carrying a Replica Product. This Product will be valid from the original start date until the date of original date of expiry If your Pop Card is lost or stolen you must report this immediately to Nexus by contacting Nexus Customer Services. 5.3 Faulty Pop Cards If your Pop Card is Faulty we may replace it free of charge. Faulty Pop Cards must meet the criteria outlined in the fair wear and tear policy (see clause 6. Fair Wear & Tear Policy) You must continue to travel with a valid ticket. In this case Nexus 3

10 may issue you with a temporary ticket until your new Pop Card arrives You must hand in your Faulty Pop Card in exchange for your new Pop Card when requested to do so If we think your Pop Card is Faulty because it has been tampered with or altered it this will be classed as a Damaged Pop Card. Nexus decision in this respect will be final, subject to clause Damaged Pop Cards If your Pop Card is Damaged there will be a charge for replacing it You must continue to travel with a valid ticket until your new Pop Card arrives. If your Pop Card is Damaged you are responsible for ensuring you have a valid ticket for travel You must exchange your Damaged Pop Card for your new Pop Card when requested to do so.

11 6. Fair Wear & Tear Policy 6.1 Responsibility for your Pop Card You are expected to take reasonable care of your Pop Card to ensure it remains in a usable condition. A usable condition is defined as: Being in working order to facilitate the loading and carrying of a Product Being in working order so that the Pop Card can be read and its Products interrogated Being in good aesthetic condition so that the photo can be clearly distinguished (Photocards only) Nexus reserves the right to charge a fee for replacing a Pop Ccard that has been lost, stolen, tampered with or Damaged. 6.2 Confiscation of Pop Cards Pop Cards issued by Nexus may be confiscated by Nexus at its sole discretion, and will not be replaced if they have been tampered with which includes: Writing on the ticket or Pop Card Cutting or bending of the Pop Card A deliberate hole made in the Pop Card Lamination (however good the intention) Some other method by which the functionality of the Pop Card is rendered defunct Pop Cards issued by Nexus may be confiscated by Nexus at its sole discretion, and will not be replaced if they are rendered illegible by:

12 Being put through a washing machine Inadequate care being taken of the Pop Card Some other method by which the Pop Card is rendered illegible. Nexus decision in respect of this is final, subject to clause Appeals Any replacements or refunds shall be subject to this policy and are granted at the judgement and sole discretion of the Nexus TravelShop employee If you wish to appeal against the decision made by a Nexus employee you should do so in writing. This written communication should state all of the grounds for appeal, include contact details and an address to which the response should be sent. Where possible you should quote the Pop Card ISRN number in question. You may also want to include the actual Pop Card or photos thereof in your letter It is your responsibility to ensure that the letter arrives at the following address: Nexus Customer Services Ground Floor Nexus House 33 St James Boulevard Newcastle upon Tyne NE1 4AX Appeals in person or by telephone will not be considered You may deliver your appeal by hand to the address above but this does not mean it will be subject to immediate consideration The decision of the appeal is final and at Nexus sole discretion, and the customer will be notified in writing, normally within 10 working days.

13 7. Privacy Policy 7.1 Personal Details Nexus holds the following data on Pop Card holders: Title (Mr/Mrs/Ms/Miss etc) First name, middle initial (where applicable) and surname Address including postcode Telephone number and address (if provided) Date of Birth (required for some Entitlements only) Photograph (Photocards only) Personal data processed for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes Your personal information will be properly safeguarded and processed in accordance with the requirements of the Data Protection Act The Pop Card Privacy Notice Nexus, its subsidiaries and service providers, may use a Pop Card holder s personal information for the purposes of customer services and administration, the provision of travel related information, customer research and fraud prevention. This occurs in very limited circumstances We will not make a Pop Card holder s details available to third parties for marketing purposes.