Customer Support, Accessibility and Inclusion

This section outlines NSTAB’s position in relation to Customer Support, Accessibility and Inclusion and considers this from a multi-modal retail perspective.

Customer Support – Where a Ticket is Purchased

In terms of standards expected to apply to Customer Support and Ownership where a ticket - paper or barcode, is purchased, it is advised that for a single operator journey, the body issuing the ticket would, in general, be expected to ‘own’ the Customer. For a single mode (but possibly multi-operator) journey, the body retailing the ticket would, in general, be expected to ‘own’ the Customer; and where the body retailing the ticket is not the service operator, it would be expected that the issuing body would have a direct/indirect relationship with the operators.

Customer Support – Where a cEMV token is used

In terms of standards expected to apply to Customer Support and Ownership where a cEMV card/product is used, it is advised that for a single operator journey, the operator would, in general, be expected to ‘own’ the Customer. For a single mode (but possibly multi-operator) journey, the cEMV merchant would, in general, be expected to ‘own’ the Customer; and for a multi-modal journey, the cEMV ‘scheme owner’ would, in general, be expected to ‘own’ the Customer.

Customer Support – Where a Smartcard Token is used

In terms of standards expected to apply to Customer Ownership where a Smartcard Token is used, it is advised that the current system is retained, namely for all enquiries, the scheme owner would, in general, be expected to ‘own’ the Customer.