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TransitLink is licensed by Public Transport Council to provide ticket payment services
in the public transport system. This Charter informs customers of the ticket services provided by TransitLink,
and the service standards that TransitLink is committed to.
Service Principles
A commuter should always be able to:
and pay CSC fares.
If there is any wrong fare charge, we will refund our customers.
Ticket Services
The public transport system uses the CSC provided by the card manager as a mode of payment for tickets.
All deposits and remaining values in tickets are deposited with and safeguarded by the Issuing Bank, Citibank.
TransitLink sells, replaces and refunds all types of tickets used to pay CSC fares on behalf of EZ-Link Pte Ltd and Network For Electronic Transfers (Singapore) Pte Ltd.
TransitLink provides Standard Tickets, issued through the General Ticketing
Machines for single trip train rides on behalf of the public transport operators.
Sale/Issue
We sell adult CSCs at all TOs
and CCROs.
We issue travel concession CSCs and Park and Ride Tickets on behalf of the public transport operators.
Replacement
We replace lost and damaged concession CSCs at our CCROs. In addition, we replace Child concession CSCs at any TOs or CCROs.
All defective CSCs will be replaced in accordance with the card manager’s Terms and Conditions.
Refund
We refund CSCs at TOs and CCROs. The CSCs will be retained upon refund, subject to prevailing terms and conditions.
Top Up
Top-up facilities and purchase of monthly concession passes are available at TOs and AVMs at selected MRT stations and bus interchanges.
Fare Claim
If you have paid excess fare for your trip, you may file a claim at www.transitlink.com.sg, any TOs and
CCROs or call toll-free TransitLink Hotline 1800-2255 663. TransitLink will refund valid excess fare.
If excess fare is caused by equipment errors, including card reader breakdown on buses, you may opt for a
full refund of the fare deducted or a complimentary bus voucher.
Our Commitment and Service Standards
The CSC fares are cheaper than single trip fares. Therefore, if you choose to pay your fare using CSC, we undertake to serve you at our Ticket Offices, Concession Card Replacement Offices
and Add Value Machines during operating hours. TransitLink is committed to meet the following service standards:
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Services
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Service Standard
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Ticket Offices
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We strive to serve you within 1 minute of waiting during off-peak period and 5 minutes of waiting during peak period (12pm-2pm and 5pm-7pm) for 90% of the time.
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Concession Card Replacement Offices
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We strive to serve you within 15 minutes of waiting during off-peak period and 30 minutes of waiting during peak period (ie. school holidays) for 90% of the time. However, during the last week of school term holidays, the replaced concession CSC may have to be collected the next working day due to high demand for concession CSC replacement.
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Senior Citizen Concession CSC
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We strive to mail out the CSC within 2 weeks upon receipt of the application.
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TransitLink Hotline
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We answer 80% of the calls within 20 seconds.
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Customer Claims
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We investigate and process the refunds (if any) within 5 working days.
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Add Value Machines (AVMs) and Customer Service Machines (CSMs)
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We maintain AVMs and CSMs with a failure rate of not more than 1 fault in 25,000 transactions. We also ensure any machine breakdown to be attended to within 2 hours.
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In the event of any wrong fare charge due to card reader breakdown on buses, affected commuters may opt for a complimentary bus voucher or a full refund of the fare deducted after the incident via TransitLink Hotline, TransitLink website or Ticket Office/Concession Card Replacement Office. Commuters who have yet to board a bus have the option of waiting for the next bus or making cash payment at CSC rate, rounded down to the nearest 10 cents, should they wish to board the affected bus.
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