These Conditions of Carriage (from here onwards “Conditions”) set out the passenger’s rights and obligations whilst travelling on Travel Telford On Demand services operated by Telford & Wrekin Council (from here onwards “we” as the case maybe).

  1. We aim to operate services as advertised but there may be occasions when journeys take longer than expected and/or services may need to be diverted or cancelled due to factors beyond our control. These factors may include, without limitation, traffic congestion, road traffic accidents, road works, road closures, major events, adverse weather conditions or other unforeseen operating circumstances. 
  2. To the extent possible, we will advise passengers of any disruption to our services. However, in the event of cancellation, delay, diversion or termination of any of our services, or of our services being unavailable to passengers as a result of the vehicle being fully loaded, at capacity or for any other reasons, we shall not be liable for direct or indirect losses, damages, cost or inconvenience that passengers suffer as a result, save to the extent that any losses are covered by fixed compensation schemes, which are specified locally. 
  3. Passengers are responsible for their own onward travel arrangements. We do not guarantee that our service will connect with any bus, train, or other service. Passengers should make appropriate allowances or alternative arrangements to ensure they are able to make any onward travel arrangements they have made. 
  4. We shall not be liable for any loss of or damage to customer property, including ‘lost property’ placed under our control, except as otherwise specified in these Conditions. 
  5. We do not in any way exclude or limit our liability for death or personal injury resulting from our negligence (or that of our employees or agents), nor for any other events our liability for which cannot be excluded (including, without limitation, pursuant to EU Regulation 181/2011 and associated national legislation).

Passenger conduct

Passengers must:

  1. Not smoke or vape on board the bus at any time.
  2. Not eat or drink on board the bus.
  3. Refrain from consuming alcohol on board the bus.
  4. Not leave rubbish or discarded items on the bus.
  5. Not be wearing soiled working clothes or carrying any soiled items which might stain the seats etc.
  6. Not play loud music or operate a personal device at a volume which may be heard by other passengers. 
  7. Not behave in an abusive or threatening manner. In the case of any violence towards the driver a permanent ban may be implemented against the rider once an incident number has been received from the police.
  8. Always have regard for other passengers, including disabled and less mobile passengers, and vacate seats and spaces designated for the less mobile and disabled when required.
  9. Notify a member of staff immediately if they sustain an injury whilst boarding, travelling, or alighting the vehicle. 
  10. Not stand forward of the driver.
  11. Not talk to the driver whilst the vehicle is moving, obstruct the driver’s vision or otherwise distract them, except in an emergency. 
  12. Not interfere with equipment fitted on the vehicle.
  13. Not deliberately damage or deface any part of the vehicle.
  14. Wear a seatbelt if the vehicle you are travelling on is fitted with seat belts. This is a legal requirement. 
  15. Follow the directions of staff concerning the maximum number of standing passengers that a bus is permitted to carry. All our vehicles contain clear signage setting out their standing capacity. 
  16. Not distribute leaflets, papers or other articles or offer anything for sale or collect for charity without prior written consent. 
  17. Follow staff instructions. 

The driver may refuse the carry any unsuitable, awkward, or hazardous items. 

Passengers may be refused entry or required to leave the bus for reasons of safety or due to passenger(s) conduct. 

Passengers may only get on or off the vehicle at designated bus stops or stopping points on the specific route on which travel is taking place. 

Fares and ticketing

When boarding, passengers must:

  1. Show the driver a valid ticket or pass if the ticket has been purchased via the app, please present the mobile ticket.
  2. If the passenger has booked the journey indicating they are using an older person or disabled person concessionary bus pass this must be shown to the driver when boarding the vehicle or on request from the driver. If you have booked a journey indicating, you are a concessionary pass holder and cannot show the relevant pass you may be refused transport and asked to rebook. Please be advised that concessionary passes are accepted after 9.30am, Monday to Friday.
  3. Retain their ticket throughout the whole journey and allow authorised officials to check their ticket. Passengers paying a single fare, or a day return fare are not permitted to break their journey without payment of a further fare unless specified by Shropshire Council. Children under five years of age, not occupying a seat, and travelling with a fare paying or pass holding passenger, will be carried free of charge.   

Young people under 19 years of age will be charged a discounted fare.

Concessionary pass holders must show their pass to the driver. The issuing authority determines the concessions of individual passes. Please be advised that concessionary bus passes are only accepted after 9.30am, Monday to Friday. 

Accompanied luggage

One suitcase or single package of reasonable dimensions (if such suitcase or package does not occupy or in the opinion of the driver interfere with the occupation of a seat) may be carried free for each fare paying passenger upon the vehicle in which the passenger travels, at the owners’ own risk. The driver may refuse to carry any unsuitable, awkward, or hazardous items. 

Lost property

Passengers finding lost property must hand it in to the driver immediately. Property found or handed in to the driver will be handed in to their depot. 

For lost property please email Telford & Wrekin Council’s Passenger Transport Group at ondemand@telford.gov.uk or call 01952 384545, providing a description of the missing item.

Perishable goods may be disposed of immediately; other items will be kept for one calendar month. 

Wheelchairs, pushchairs and cycles

  1. We will always try to use low-floor and/or wheelchair accessible vehicles wherever possible. However, there may be occasions when we cannot do so for technical, operational, or other reasons. We reserve the right to substitute without notice a low-floor or wheelchair accessible vehicle with another type of vehicle, at our absolute discretion.
  2. Pushchairs are carried at the discretion of the driver, subject to the type of vehicle being used and the space available. The driver may require that the pushchair be folded, at the start of journey or part way through the journey if a wheelchair user wishes to board.
  3. Wheelchairs will be carried on buses with facilities to carry wheelchairs if there is sufficient accommodation. Wheelchair users have priority over everyone else for the use of the designated wheelchair space since this is the only place in which they can travel safely.
  4. Passengers are required to offer reasonable co-operation in allowing proper use of the designated wheelchair area. If someone in a wheelchair wishes to get on and there is space elsewhere on the vehicle, passengers will be asked by the driver to vacate the space provided it is reasonable for them to do so, including repositioning pushchairs where possible and folding any pushchairs and storing these in the luggage space where available. However, no-one already travelling will be asked to get off the bus to accommodate a wheelchair user.
  5. The wheelchairs must be positioned against the backrest, facing backwards.
  6. We cannot accommodate mobility scooters.
  7. We cannot carry wheelchairs when, combined with the weight of the occupant, they are heavier than the safe working limit of the wheelchair ramp (in general, the safe working limit is 300kg of total weight although the driver will always have the discretion to evaluate and determine whether the maximum weight limit is likely to be exceeded in the circumstances).
  8. We cannot accommodate non-folding bicycles or E-scooters. 

Animals

  1. Passenger Assistance dogs, such as Guide and Hearing dogs, will be carried free at all times
  2. Other animals that are not considered a danger or nuisance to other passengers will be carried free at the driver’s discretion. The passenger taking the animal on the bus will be responsible for any damage, loss or injury arising from its presence. The animal must not travel on the seats.

CCTV

  1. We may fit our vehicles and other property with CCTV to provide added security, monitor the conduct of passengers, monitor service quality, to assist us in the process of deterring smoking, vandalism, fraud, theft, anti-social behaviour and attacks on our employees and other individuals, and in support of relevant criminal and civil legal proceedings and complaint investigation. All CCTV equipment and its operation complies with the General Data Protection Regulation and the Data Protection Act 2018 (including the ICO’s CCTV Code of Practice) and any subsequent amendments (“Data Protection Legislation”).
  2. Images of passengers may be provided to the police, DVSA, the Traffic Commissioner or any other enforcement agency at their reasonable request, whether to be used as evidence in prosecuting criminal activity or in assisting the identification of individuals or otherwise.

Data protection

  1. If we collect or otherwise process passenger personal data, we will always do so in accordance with the Data Protection Legislation.
  2. The Data Protection Legislation creates a number of rights, including allowing passengers to request a copy of the data we hold on you.
  3. For more information on passengers’ rights and how to use them, please see our privacy policy. If passengers would like to exercise any of their rights relating to personal data, including a request for us to provide passengers with a copy of their data, please contact the Data Protection Officer, via the contact methods set out in the Privacy Statement.

Security

Passengers must advise the driver immediately if any suspicious article or package is seen on or near a vehicle, or if any passenger is observed acting suspiciously, or if any person is seen to tamper with the vehicle.

Complaints

Passengers wishing to make a comment or complaint about the Travel Telford On Demand service should contact Telford & Wrekin Council by telephoning 01952 384545 or emailing ondemand@telford.gov.uk.

Limitation of liability

  1. Journeys may take longer than expected or may need to be diverted or cancelled. Where possible, Telford & Wrekin Council will advise passengers of disruptions.
  2. We shall not be liable for direct or indirect losses, damages, cost or inconvenience that passengers suffer as a result of cancellation, delay, diversion or termination of any of our services, or of our services being unavailable to passengers as a result of the vehicle being fully loaded, at capacity or for any other reasons, save to the extent that any losses are covered by fixed compensation schemes, which are specified locally.
  3. These Conditions do not affect passenger’s statutory rights as a consumer that cannot be excluded as a matter of law.

Miscellaneous

  1. The contract between Telford & Wrekin Council and passenger is limited to travel upon Telford & Wrekin Council’s own services and liability (if any) will be limited accordingly. Telford & Wrekin Council will not be liable for any loss, consequential loss, damage, or inconvenience arising from the communication of information in good faith by any of Telford & Wrekin Council’s employees.
  2. The restrictions of liability contained in these Conditions are considered by Telford & Wrekin Council to be reasonable in all circumstances. However, should any provision of these Conditions be deemed to be invalid or unenforceable this shall not affect the validity and enforceability of the remaining provisions.
  3. Without prejudice to all rights and claims otherwise available to Telford & Wrekin Council in the event that passengers breach any of the Conditions, or any other condition implied or duties owed as a matter of law (howsoever such conditions or duties arise) Telford & Wrekin Council has the right to recover compensation for all loss, injury and damage suffered by Telford & Wrekin Council a result of such breach, including but not limited to costs incurred in repairing or replacing damaged property and loss of revenue.
  4. The governing law for these Conditions shall be the laws of England and Wales and the Courts of England and Wales shall have exclusive jurisdiction.

Last updated : 14 February 2025

Who we are?

Telford & Wrekin Council is the local government authority for Telford & Wrekin. Our address is Telford & Wrekin Council, Darby House, Lawn Central, Telford TF3 4JA. You can contact our Data Protection Officer on: 01952 382537 or by email at ig@telford.gov.uk.

Please also see Telford & Wrekin Council’s general privacy policy.

How do we collect information from you?

We collect information from you when you visit our website, contact us in writing, speak to us on the phone, by email or any other type of electronic communication, or talk to us face to face.

What types of information do we collect from you?

We collect distinct categories of information about you, depending on the service you want from us and/or the reason we need to process information relating to you. This could be personal information (for example your name and address), or other more sensitive data that we would only collect and use in very particular circumstances that are set out in law.

In terms of Travel Telford On-Demand, our demand responsive public transport initiative, the information you provide will be stored on our 3rd party system operated by VIA to keep up to date records of booked passengers. Information required is forename, surname, telephone number and email address as well as special data such as whether the passenger uses a wheelchair to determine the most suitable vehicle to be sent and whether the passenger has a concessionary bus pass to entitle the passenger to free travel. The information is shared with the driver via the secure app to ensure the most suitable route is utilised.

Details of information obtained from third parties

We gather information from application forms, completed either by parents/carers, educational professionals or other local authority departments that require transport assistance. In terms of Travel Telford On-Demand (Demand Responsive Transport) we collect relevant information from users through our smart phone app or over the telephone when passengers make a booking.

How is your information used?

We may use your information to:

  • to assess and provide safe and appropriate travel arrangements for all eligible applicants
  • to assess entitlement and eligibility for transport assistance
  • to procure relevant travel arrangements based on individual needs and requirements
  • to set up monthly payment budgets for qualifying parents/carers
  • notify parents/carers of any reviews or changes to our services
  • to contact parents/carers of any emergencies that may arise on contracted transport arrangements affecting their children
  • to correspond with any relevant agencies that may also have relevant information regarding an applicant; Educational facilities, social workers etc
  • to determine monthly attendance at an educational facility to enable accurate payments to be made to parents/carers who accept travelling expenses.

The information that you provide will be stored on a 3rd party system operated by VIA to keep up to date records of passengers, plan routes and provide collection and drop off information to relevant Drivers and Passenger Assistants through the 3rd party app, also provided by VIA. The purpose of the app is solely to enable the driver to receive the appropriate information they need in a more secure way.

Research and statistics

Anonymised and pseudonymised data may be used for research and statistical purposes. Any data collected may be used for research and statistical purposes that are relevant and compatible with the purpose that the data was collected for.

Who has access to your information?

We may share your information with the following third parties for the reasons detailed:

  • taxi, minibus and coach operators, and volunteer car drivers providing information to allow them to undertake transport to and from schools, day centres and other destinations as required on Telford & Wrekin Council’s behalf
  • internally with other departments such as the SEN (Special Educational Needs) team, admissions, education access, safeguarding, social workers, and licensing department
  • statutory agencies, such as the Police, National Fraud Authority and Local Government Ombudsman – We may share your information with statutory agencies in line with our legal obligations and/or in completion of our public tasks
  • our Transport Management System provided by VIA. To enable us to manage the information of all passengers including emergency contacts, plan journeys and utilise our 3rd party app, also provided by VIA, for Drivers and Passenger Assistants to access up to date collection and drop off information for relevant passengers
  • our demand responsive transport system provided by VIA. To enable us to provide booked public transport for passengers and synchronize the information to enable the system to determine the most suitable route for booked passengers.

We will not sell or rent your information to third parties. We will not share your information with third parties for marketing purposes.

What are your rights in relation to the personal data we process?

  • Access – you can request copies of any of your personal information that is held by the Council.
  • Rectification – you can ask us to correct any incorrect information.
  • Deletion – you can ask us to delete your personal information. The Council can refuse to delete information if we have a lawful reason to keep this.
  • Portability – you can ask us to transfer your personal data to different services or to you in some circumstances.
  • Right to object or restrict processing – you have the right to object to how your data is being used and how it is going to be used in the future.
  • Right to prevent automatic decisions – you have the right to challenge a decision that affects you that has been made automatically without human intervention, for example an online form with an instant decision.
  • How long will we keep your information for? – we keep and dispose of all records in line with our corporate retention schedule. We will comply with Data Protection legislation regarding how long we keep your data. 

What security precautions in place to protect the loss, misuse, or alteration of your information?

We are strongly committed to data security and will take reasonable and appropriate steps to protect your personal information from unauthorised access, loss, misuse, alteration, or corruption. We have put in place physical, electronic, and managerial procedures to safeguard the information you provide to us. However, we cannot guarantee the security of any information you transmit to us. We recommend that you take every precaution to protect your personal information. 

Keeping your data up to date

We want to ensure any information we hold is accurate. You can help us by promptly informing us of any changes to the information we hold about you.

Details of any automated decision processes

We do not currently have any automated decision-making processes. 

Lawful basis for processing your data

Article 6 - Lawfulness of processing conditions for PII:

  •  6(1)(a) – Consent of the data subject.
  •  6(1)(b) – Processing is necessary for the performance of a contract with the data subject or to take steps to enter into a contract.

Article 9 - Lawfulness of processing conditions for special category PII:

  • 9(2)(a) – Explicit consent of the data subject, unless reliance on consent is prohibited by EU or Member State law.

Under 13

If you are accessing online services and are under the age of 13‚ please get your parent/guardian's permission beforehand whenever you provide us with personal information.

Cookies and IP addresses - what are cookies and why are they used?

Cookies are small text files which identify your computer to our servers. They are used to improve the user experience. View what cookies we use and how you can manage them.

Complaints

If you would like to make a complaint regarding the use of your personal data, you can contact our Data Protection Officer:

Information Governance,
Telford & Wrekin Council,
Darby House,
Lawn Central,
Telford,
TF3 4JA.

Telephone: 01952 382537
Email: ig@telford.gov.uk

For independent advice about data protection, privacy, and data sharing issues, you can contact the Information Commissioner's Office (ICO):

Information Commisioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF.

Telephone: 0303 123 1113 (local rate) or 01625 545 745 (national rate)
Email: casework@ico.org.uk
Website: Visit the Information Commissioner's Office website

Last updated : 14 February 2025