Transit Systems NSW has once again secured the highest level of accreditation from the Customer Service Institute of Australia (CSIA), maintaining its Integrated status under the International Customer Service Standard (ICSS), following a full, independently assessed recertification.
The certification recognises that customer service is fully embedded across the entire NSW bus network, with practices, values and systems integrated into every level of the business.
Transit Systems NSW has maintained the highest level of accreditation for the last five years, with the CSIA audit confirming ongoing improvements in how the operator engages with passengers, listens to feedback and aligns services with community expectations.
Transit Systems NSW, Managing Director, Rino Matarazzo, said the result reflected a deliberate and long-term investment in building a customer-first culture.
“Customer service is a fundamental mindset that needs to show up on every route, at every stop and in every conversation.
“The recertification is a welcome recognition of the commitment Transit Systems NSW has made to ensure our values guide how we serve the community.
“We are proud of the Integrated status, but we know there is more to do. Listening to our customers must lead to action and that is the bar we continue setting for ourselves.” said Mr Matarazzo.
Realigning values to action
According to Transit Systems NSW, Head of Customer Experience and Communications, Sarah Young, the result has prompted a refresh of Transit Systems’ Customer Charter, aligning it more closely to its Compass Values and ensuring measurable outcomes.
“Continuous improvement is important to us, and this feedback helps us prioritise areas within our business that may need more focus. Part of this feedback includes being active listeners and making it easier for the community to see that their voice has impact.” Ms Young said.
As part of this approach, Transit Systems NSW is planning to roll out manger-led listening posts across the inner west and southwestern Sydney communities, giving residents the opportunity to raise ideas or concerns in person, with direct access to the leadership team.
Auditing the full customer journey
In preparation for the ICSS audit, Transit Systems NSW conducted detailed journey audits across the network, examining everything from signage clarity at bus stops to transfer points and service accessibility. These reviews have already led to improvements in wayfinding and consistency across key locations.
The team has also expanded engagement with key customer segments, such as schools and is working more closely with families and local stakeholders to better understand and respond to their transport needs.
Voluntary certification, continual progress
CSIA’s Integrated status is not a requirement for operators, making Transit Systems’ decision to undertake full recertification a reflection of its commitment to continual improvement.
The audit process included extensive surveys and performance assessment across all customer touch points in NSW, with Transit Systems NSW scoring a final rating of 7.04; sitting in the highest benchmark
