Terms and conditions and Privacy Policy

Introduction

By travelling on our buses, you have deemed to have agreed to travel under these conditions. These conditions replace all previous editions and may be amended at any time.

Our Business

CT4N operates local bus services both commercially and under contract from Nottingham City Council or Nottinghamshire County Council – These services include Locallink, Medilink and Worklink services.

Mission Statement

CT4N aims to address inequality of access to transport facilities in the conurbation of Nottingham. It is not only committed to the consolidation of the principal services, but to their development and expansion towards the fundamental aim of transport for all.

Further Information

We are only too pleased to be of assistance and you can contact us in the following way:

Telephone – 0115 986 3355 Monday to Friday between 08:00 and 18:00
Email – enquiries@ct4n.co.uk
Facebook – www.facebook.com/CT4NLive
Twitter - twitter.com/CT4NLive

Complaints

All complaints are important to us as this allows us to identify areas where we can improve the service we provide to you and give us the opportunity to put things right.

If you wish to write to us with regards to a complaint our address is:

CT4N Ltd
Sherwood Bus Garage
Mansfield Road
Sherwood
Nottingham
NG5 2JN

Alternatively, if you wish to email us with regards to a complaint our email address is:enquiries@ct4n.co.uk or fill in our form on the Contact Us page

When contacting us please provide as much information as possible; this includes date, time, service, bus number, where you boarded the bus and details of the complaint; if you have retained your ticket please attach this to your letter of complaint as this is very useful to us.

Complaints should be received within 48 hours of the incident to allow us time to thoroughly investigate; we appreciate that you will want a prompt response and we aim to respond to all complaints within 14 working days of receipt.

Where your complaint is of a driver’s conduct, our company policy is that the exact outcome of any investigation will not be disclosed due to data protection legislation.

If you are not satisfied with the response you receive from CT4N then you can contact The Bus Appeals Body:

The Bus Appeals Body
C/O Bus Users UK
PO Box 119
Shepperton
TW17 8UX

You can also call the Bus Appeals Body on 0300 111 0001

Feedback and Suggestions

You may want to let us know of a driver who has delivered great service or you may have a suggestion regarding our services.
We are only too pleased to hear from you and again you can write to us at:

CT4N
Sherwood Bus Garage
Mansfield Road
Sherwood
Nottingham
NG5 2JN

Alternatively, if you wish to email us with regards to any feedback or suggestions our email address is:
enquiries@ct4n.co.uk

Timetables and Provision of Service

Information regarding the services we operate can be found on our website and also by post. Bus timetables should also be available at main bus stops.
When changes are made to services then new timetables will be available at least two weeks before the start date with information displayed on all buses, via our website and Social Media platforms
All timetables should operate to their full advertised times however there may be occasions when services can’t be operated, sections of route omitted or divert services where we are unable to operate due to severe traffic conditions, adverse weather, roadworks or other reasons beyond our control
We reserve the right to change, suspend or withdraw a service and to change the route, bus stops or times of any service without notice or liability to you
Where we need to make changes to service at short notice then we’ll advertise these via our website and our Social Media platforms
CT4N will not accept responsibility for any loss of services and will not be responsible for the paying of taxis or other journey costs which may be incurred for the cancellation of any service not operated

Getting on and off the Bus

Please ensure you arrive at the bus stop at least 5 minutes before the bus is due to arrive
Bus stops are ‘Request Stops’ therefore you should check the bus approaching has the correct route and destination displayed, clearly signal the driver as the bus approaches to let them know you wish to board – If you are in doubt ask the driver who will only be too pleased to help
Passengers may only board/alight at recognised bus stops or places considered safe by the drivers with exception to Hails and Ride sections of the route
Hail and ride sections of the route – Passengers should stand in a safe place away from parked cars to ensure the bus can pull up as close to the pavement as possible
When you wish to get off the bus, please ring the bell once to let the driver know you wish to alight and ensure you give the driver sufficient time to slow down properly
Once the doors open please alight as quickly and as safely as possible
Once the doors have closed and the bus is pulling away the driver cannot stop again this is important in Bus Stations and Terminals
The driver is not permitted to pick up or drop off passengers whilst the bus is moving or whilst stationery in traffic or at traffic lights
The company accepts no responsibility when customers are boarding/alighting the bus or when the bus is moving or preparing to move away

Wheelchairs & Electric Scooters

CT4N have adopted the Confederation of Passenger Transports (CPT) Code of Practice for the use and acceptance of mobility scooters on low floor buses.

All buses operated by CT4N can accommodate wheelchairs and electric scooters
The wheelchair area is suitable for a standard reference wheelchair which has a maximum width of 700mm, a length of 1200mm, sitting height 1350mm, footrest 150mm from the floor
Class 2 Scooters with three or four wheels will be accepted provided the user is in possession of a valid CPT Mobility Scooter permit
Only one wheelchair or electric scooter is allowed on board at any one time
Wheelchairs and electric scooters should be parked in the correct area with the back of the wheelchair positioned against the backrest and the brake must also be applied; where provided, the security arm must be used and passengers must not travel sideways
Wheelchair and electric scooter users do not have any priority over any other passenger on the bus and the designated space on the bus is available on a first come first serve basis
If the space is already occupied and where room permits, the driver should ask other passengers on the bus to relocate to another area; legally the driver has no power to remove anyone from the vehicle
If the designated area is occupied with another wheelchair or mobility scooter, then the intending wheelchair or electric scooter user must wait for the next bus

Pushchairs

All vehicles operated by CT4N can accommodate pushchairs
Each vehicle will display how many pushchairs can be carried on board (this information is located on the outside of the vehicle next to the entrance doors)
All pushchairs must occupy the designated space on the bus
For your child’s safety pushchairs, must not be left unattended whilst on board and the pushchair must be suitably loaded (but not overloaded) items must be removed from the handles to avoid the pushchair tipping backwards
Passengers with pushchairs do not have any priority over any other passengers on the bus and the designated area within the bus is on a first come first served basis

Conduct of Passengers – Your Responsibility

Whilst travelling with us and to ensure safety for all passengers we ask that you note the following:
All passengers are carried on our services subject to the Public Service Vehicles (Conduct of Drivers, Conductors and Passengers) Regulations 1990.

Whilst on the bus you must not:

Smoke – This includes electronic and vapour cigarettes
Smoke or inject banned substances
Damage or deface any part of the bus
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 or fellow passengers
Act in a violent or abusive manner
Obstruct the gangway
Throw items from the bus
Lean out of the windows
Leave litter on the bus
Speak to or distract the driver when the bus is in motion with exception to emergency situations
Interfere with any equipment fitted to the bus
Alter or deface your ticket/pass or present a ticket/pass 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
In the interests of health and safety you must always follow instructions either given by the signage on the bus or by a member of our staff
Emergency doors and windows must only be used in the event of an emergency or when instructed to do so by a member of our staff
Any passenger who is reasonably suspected by a member of our staff of contravening the Public Service Vehicles (Conduct of Drivers, Conductors and Passengers) Regulations 1990 shall give their name and address to a member of our staff on demand and may also be asked to leave or be removed from the bus
Our staff have a right to work without any fear or intimidation, verbal abuse or physical assault is not tolerable and we will support prosecutions against any passenger who does not adhere to this

Security
The driver must be alerted immediately if you see anything suspicious taking place on board the bus or a suspicious package has been left on or near the bus.

CCTV and Data Protection
CCTV is installed on most of our buses which we operate. Where fitted, CCTV is installed for customer safety and that of our staff. Conversations between the driver and customer may be recorded for supporting evidence of crime, insurance purposes, compliance of CT4N Policies and Procedures and for training staff.
The Scheme is operated by CT4N Ltd.

Dogs and other Animals

With exception to guidance/working dogs, no animals are permitted to travel on the Medilink service
On other services, dogs will be charged a flat fare, with exception to guidance/working dogs which are carried FREE at all times
Any dog which appears aggressive or dangerous or dirty will be refused travel.
Other small animals are carried at the discretion of the driver
Any animal which causes a nuisance or inconvenience to other passengers may be asked to leave the bus
Any animal travelling must be kept under appropriate control (i.e. on a lead or in a cage)
The company accepts no responsibility for any loss or injury sustained to any animals whilst being carried
Animals are not allowed on the seats and are liable for any injury or damage caused by their animal

Luggage
The driver has a right to refuse at their sole discretion any item of property being bought onto the bus which they consider to be unsuitable for carriage; this is not an exhaustive list but includes the following:

Explosive, hazardous or combustible materials
Uncovered tins of paint, thinners or other similar liquids
Sheets of glass
Non-folding bicycles
Any items which could/would cause offence or injury to other passengers or staff
An item likely to cause damage to the bus
Any item of excessive size
Luggage must not be left in the main gangway of the bus or obstruct any emergency exit points
All luggage remains the responsibility throughout of the passenger
The company accepts no responsibility for injury caused to any passenger whilst carrying luggage
The company will not carry luggage/parcels which have been left unattended and items left on board the bus (which could cause a security risk) may be destroyed by the Police

Food & Drink

Food is not permitted to be consumed on any of our vehicles
No drinks are permitted on any of our vehicles except water
Alcoholic drinks are not permitted to be consumed on any of our vehicles

Lost Property

CT4N complies with the Public Service Vehicles (Lost Property Amendment) Regulations 1995 and copies of our Lost Property Procedure is available on request.
To summarise:

Any lost property which has been left on a bus and discovered by a passenger must be handed to the driver immediately
Any lost property which has been found on any of our buses will be returned to the depot by the end of each operating day
In the event of losing an item of property, then please contact us on 0115 986 3355
For important items, such as purse, handbags, mobile phones or portable devices upon a call being received on 0115 986 3355, we will arrange for a radio call to our drivers to look for the item
When contacting us with regards to lost property please have as much detail as possible to assist us such as route, time of travel, direction of travel where you were sitting and which bus stop you boarded/alighted
All items of lost property are saved for one calendar month and then disposed of
Any lost property which are perishable, these include (milk, frozen items, meat) will be disposed of by the time our offices close each day
We reserve the right to open, examine and destroy any items of lost property at our sole discretion
If you are collecting items of lost property, then full contact details are required along with proof of identity
Any item of lost property which hasn’t been collected within one calendar months will be donated to a local charity

Paying Your Fare

A list of all tickets and prices can be found on our website at www.ct4n.co.uk

The company will accept all legal tender for the payment of fares; this includes notes and coins issued by the Bank of England, Royal Bank of Scotland and Clydesdale Bank
Please ensure that you check your change before sitting down as mistakes can’t be rectified later
Due to possible forgery, our drivers will not accept any notes higher in value than £20 which should cover most customers’ requirements in any eventuality
We do not accept debit or credit cards as payment for travelling
When tendering for your fare please ensure that you tell the driver where you are travelling to
Please take your ticket as proof of payment and if there is any error on the ticket that you inform the driver immediately as errors can’t be rectified at a later point
Please retain your ticket throughout the whole of the journey in case it is required for inspection
Tickets are not transferable between passengers and can only be used by the person who has purchased the ticket
A fare table for all services is available for inspection from the driver
Children under the age of 5 travel free, always with any fare paying adult passenger
Passengers between the ages of 5 - 18 inclusive travel for a reduced fare at any time

Paper Tickets
The tickets below are available to purchase at any time on our services
•   Single – This ticket is for one single journey only, once you have alighted from the bus that is the end of your journey – There are no breaks in the journey permitted
•   Link Day Ticket – This ticket allows unlimited day travel on any link network service.
•   Dog Link – This ticket allows unlimited travel for Dogs (excluding guidance dogs who travel for Free) on all link services.

Robin Hood Tickets & Passes
The Robin Hood Network is a partnership offering easy, accessible, smart travel across a network of bus, tram and train operators, for which Nottingham Community Transport are a partner.

Robin Hood tickets and passes are valid on any of our services and are in three formats:

Paper ticket – These can be purchased on board the bus from the driver and are valid for use on any bus, tram or train service within the Robin Hood network area – If you have already purchased your ticket, then you need to show your ticket to our driver when boarding the bus
Season Ticket – The family of available cards has grown to include Adult, Under 19 and Student; they are smart cards and should be placed on to the reader located at the side of the ticket machine when boarding.
Pay as you go (PAYG) – This smart card automatically deducts the fare from your card when you scan your card onto the reader located at the side of the ticket machine when boarding. Cards are topped up via any Robin Hood network machine (the up to date list of machines can be obtained from the Robin Hood website)
When presenting a smart card to the reader, there is a traffic light system on the top of the machine which will give you information regarding your card
- Green – Your card has plenty of credit/number of days available to use
- Amber – Your card has less than £5 credit or is due to expire within the next 5 days
- Red – Your card has no credit/days available on your card – You can still travel; however, you will need to purchase a paper ticket for your journey

For further information regarding the Robin Hood Network, then visit the website: www.robinhoodnetwork.co.uk

From time to time we may offer fare promotions and introduce new tickets to suit customer demand, these will be advertised on our website, Social Media and on board our buses

Concessionary Cards
CT4N accepts all valid concessionary travel permits/cards between the permitted hours of use and in accordance with the National Scheme and any local scheme conditions. If you are unsure of concessionary cards or require a replacement, then please contact your council for details

If you wish to travel using your concessionary card, simply present your card to the on-bus reader located next to the driver

For further information regarding concessionary cards, then visit the website: www.robinhoodnetwork.co.uk

Regulations

CT4N abides by the following rules and regulations

The Road Traffic Act 1972
The Public Passengers Act 1981
The Public Service Vehicle (Carrying Capacity) (Amendment) Regulation 1996
The Public Service Vehicles (Conduct of Drivers, 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

Help and Advice

CT4N Ltd
Sherwood Bus Garage
Mansfield Road
Sherwood
Nottingham
NG5 2JN

Telephone 0115 986 3355 – Office is open from 07:00 until 18:00 Monday to Friday only
Email: enquiries@ct4n.co.uk
Website: www.ct4n.co.uk

Locallink or Medilink

To request timetable information in an alternative format please call:
0115 876 4665

Last Updated 20th September 2022