The following are the frequently asked questions about the replacement of  State Transit tickets.  Only some passes need to be replaced and only under certain conditions.  It is your responsiblity to look after your pass.

1. What are ticket faults?
2. Which tickets get replaced?
3. Why should I look after my ticket?
   
4. Can I get a refund or exchange?
5. If I lose my Quarterly or Yearly TravelPass, can I get a replacement?

1.  What are ticket faults?

On occasion, Newcastle Buses & Ferry tickets may become faulty, either through mis-use or through malfunction of the ticket validation machine. If your ticket fails to validate in the ticket machine, firstly check that you have inserted it correctly.

Alert the bus operator if your ticket is stuck so they can attempt to remove it. You may be requested to travel to the end of the route before the ticket can be retrieved. If this is not possible, the bus operator should take your name and contact number.

If your ticket is printed with the words “faulty ticket”, you may find that it no longer works in the ticket validation machines.

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2.  Which tickets get replaced?

Only faulty tickets will be replaced, so it is worth taking a little extra care using and storing your ticket. Tickets must not show any sign of physical or magnetic damage. 

If your ticket has an expiry date printed on the reverse (TravelPass, Pensioner Excursion, 1-hour or 23-hour tickets) then you can continue to use your ticket as a flash pass by presenting it to the bus operator each time you catch the bus. Other tickets will need to be replaced.

TimeTen tickets, if faulty or damaged, cannot be used as a flash pass. You can apply for a replacement ticket.

Read about replacement school and term tickets.

Tickets cannot be replaced over the counter at Ticket Agents or any other location. The process for faulty tickets requires the customer to return the ticket in to State Transit. Take the ticket to your ticket agent (where the ticket was purchased) or Hamilton Depot, or send it in a postage-paid envelope available from Hamilton Depot. The ticket will then be checked and assessed to minimise any potential for fraud.

If a refund is granted after verification has been complete, the ticket holder shall be mailed a replacement ticket or cheque reimbursement.

State Transit cannot take responsibility for tickets lost in the mail.

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3.  Why should I look after my ticket?

It is important to look after your ticket. Store it in a clean and dry location that keeps the ticket straight at all times.

Tickets can damage easily so please be aware of the following:

• Do not fold, bend or twist your ticket
• Do not cut or tear your ticket
• Do not allow it to become dirty with grime or other foreign substances
• Do not wash or immerse your ticket in water
• Do not remove or tamper with the magnetic stripe or any trip detail
• Do not leave your ticket in the sun or next to a heat source
• Do not expose your ticket to strong magnets.

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4. Can I get a refund or exchange?

It depends on the ticket type.  The following information explains our replacement policy of the various tickets.

 

The unused portion of a Quarterly or Yearly TravelPass?

Refunds may be allowed on the unused portion of an unexpired ticket for claims made under the following circumstances:

1. Unable to use State Transit due to lengthy health incapacity lasting more than 30 days, and medical certificate is provided to support the claim.
2. Ticket holder no longer works or resides in the area covered by the ticket type.
3. In the event of the ticket holder's death, the executor of the estate may lodge a claim for refund.
4. Where the customer has purchased or been sold an incorrect ticket.

Conditions

• Ticket must not be damaged in any way
• An administration charge of $15.00 per refund or replacement request processed is applicable.
• Only the original holder of the ticket is able to request a refund, as tickets are not transferable.
• A replacement ticket or pass may be given free of charge, where proof of damage to the old ticket or pass is due to malfunctioning State Transit equipment.

Weekly TravelPass?

Weekly TravelPasses can be used as a flash pass so do not need to be replaced.

If a refund is sought on a Weekly TravelPasses, it is calculated on the basis of 25% of the original cost being deducted for each day the ticket was validated. Accordingly, no refund is due on any ticket that is more than three days old. Any part of one day counts as a full day.

TimeTen?

Yes, subject to the conditions below.  If a request is on the basis of improper use, the customer will be deducted a refund processing fee of $5 from the refund value of the ticket.

Cash fare?

No, cash fares paid on-board are non-refundable once the journey has commenced.

Refunds/replacements that are NOT Allowed 

Refunds or replacements are not available in the following circumstances:

• Tickets have expired or are invalid at the time State Transit receives a refund request from a ticket holder.
• Tickets have been sold/issued by an operator other than State Transit or its licensed re-sellers.
• Tickets have been issued free of charge
• Tickets are damaged physically or magnetically (in this instance, a replacement may be sought, which incurs a fee)
• A ticket holder applying for a refund has failed to return the old ticket in support of the refund claim.
• A ticket holder has failed to provide concession and identity details to substantiate payment of refund, when requested by an officer of State Transit.
• Proof of concession entitlements or free travel passes is not produced at the time of purchase.
• A ticket holder changes their travel plan.

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5. If I lose my Quarterly or Yearly TravelPass, can I get a replacement?

A pass may be replaced subject to replacement conditions.

Contact the Passes Unit for further information.

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