Customer Service Undertaking
On-Demand Booking Service, ODBS Authorisation 1001091
Version 1.0 · 17 April 2026About this document
This Customer Service Undertaking (CSU) is prepared in accordance with section 90 of the Transport (Road Passenger Services) Act 2018 (WA) and Regulation 113 of the Transport (Road Passenger Services) Regulations 2020. It sets out the standards of service Plum Oak Pty Ltd (ABN 91 468 462 378), trading as Fitzroy Crossing Buses, commits to providing to passengers under ODBS Authorisation 1001091. It covers all drivers, vehicles, and associated parties providing services under our authorisation.
Drivers: this is the promise we make to every passenger. You deliver it on every trip.
Our services
- On-demand charter transport (ODBS): pre-booked charter services for groups, organisations, events, and individuals.
- School bus contracts (PTA): contracted school bus routes operated on behalf of the Public Transport Authority.
- Community transport: transport for Aboriginal communities, community organisations, and local events.
- Patient transport: non-emergency patient transport for regional health services.
Our primary operating area is the Kimberley region of Western Australia, centred on Fitzroy Crossing and servicing Derby, Halls Creek, the Broome corridor, and surrounding communities.
Service standards
| Standard | Commitment |
|---|---|
| Booking acknowledgement | Within 30 minutes during business hours (Monday to Friday, 8:00am to 5:00pm). Bookings received outside business hours are acknowledged the next business day. |
| Pick up timeliness | Within 15 minutes of the scheduled pick up time, regional road and weather conditions permitting. |
| Driver conduct | All drivers are courteous, professional, and compliant with this CSU and the Plum Oak Safety Management System. Drivers hold current authorisations as required by the TRPS Act 2018. |
| Vehicle condition | All vehicles are clean, roadworthy, regularly serviced in our in-house workshop, and compliant with registration and inspection requirements. |
| Safety equipment | Every vehicle carries a first aid kit, fire extinguisher, safety triangles, and emergency guides. |
| Communication | Drivers tell passengers about any material delay or change to the service as soon as practicable. |
Accessibility
- We do not currently have wheelchair accessible vehicles (WAVs) in our fleet. We will review this as fleet renewal opportunities arise.
- Where it is safe to do so, drivers assist passengers with mobility difficulties when boarding and alighting.
- Drivers are trained to assist passengers with additional needs and to respond to passenger requests with courtesy and respect.
- Passengers are encouraged to tell us about accessibility needs at the time of booking.
Fares and payment
- A fare quote is provided at the time of booking or on request before travel commences.
- Fares are calculated based on distance, time, and vehicle type.
- A receipt is provided at the conclusion of every trip (Regulation 131 of the TRPS Regulations 2020).
- Fare disputes are handled through the complaints process below.
How passengers make a complaint
| Channel | Details |
|---|---|
| Phone | 0410 602 773 |
| complaints@plumoak.com.au | |
| Website | fitzroycrossingbuses.com.au |
| Post | PO Box 4288, Mosman Park WA 6912 |
| In person | Fitzroy Crossing depot |
Anonymous complaints are accepted. All complaints are acknowledged within 2 business days, we aim to resolve them within 21 days, and the outcome is given in writing. All complaints are recorded in the complaints register (Regulation 63). Passengers can also contact the Department of Transport directly on 13 11 56 or at transport.wa.gov.au.
If a passenger complains to you, stay courteous, give them the details above, and tell the Operations Manager the same day.
Passenger rights
- Travel in a safe and roadworthy vehicle.
- Be driven by a licensed and authorised driver.
- Receive a fare quote before travel and a receipt after travel.
- Make a complaint and receive a response within a reasonable time.
- Contact the Department of Transport directly at any time.
Review
This CSU is reviewed annually (next review April 2027), after any material change to services, fleet or operating area, when a complaint shows an amendment is needed, and after any change in legislation.
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Plum Oak Pty Ltd trading as Fitzroy Crossing Buses · ABN 91 468 462 378 · ODBS Authorisation 1001091. Issued under the Transport (Road Passenger Services) Act 2018 (WA).