First-time ICSS audit delivers global customer service health check for Victorian bus operator
Transit Systems Victoria has been awarded one of the highest globally recognised customer health checks showcasing its high standards of service.
The International Customer Service Standard and Trustmark administered by the Customer Service Institute of Australia (CSIA), grades companies on how well it treats its customers and handles problems.
It followed a rigorous two-stage process, including a detailed self-assessment of customer service systems, processes and documentation.
This was followed by a three-day on-site assessment at the West Footscray Depot by an independent ICSS auditor, who reviewed records and interviewed staff from drivers to the managing director.
The audit confirmed customer service standards are understood and consistently applied, from leadership through to the frontline.
Transit Systems Victoria Managing Director George Konstantopoulos said the result reflected work underway since his appointment in February 2026.
“This is a strong endorsement of the work our people do every day to put customers first,” Mr Konstantopoulos said.
“It also supports our commitment to Objective 4 of Victoria’s Bus Plan, a superior customer experience, and we intend to keep building on it.”
The certification comes as Transit Systems Victoria launches its first Customer Charter, setting out the standard of service passengers can expect across safety, reliability, cleanliness and accessibility. Approved by Konstantopoulos, the Charter is built around the company’s COMPASS values and takes effect this month.
Transit Systems Chief Executive Officer Michael McGee congratulated the Victorian team.
“Achieving Implementation-level certification in a first-time assessment is a strong outcome,” Mr McGee said.
“It reflects the consistency of our customer service culture, from frontline drivers through to leadership.”
