SimplyGo is licensed by the Public Transport Council to provide ticket payment services for the public transport system. We are also licensed by the Monetary Authority of Singapore (MAS) as a Major Payment Institute to provide payment services through the digital wallet (EZ-Link Wallet). The SimplyGo Customer Charter provides information about our services and service standards.
Services provided by SimplyGo
We sell, top up, replace and refund all types of stored value travel cards at all SimplyGo Ticket Offices (TOs)/Ticketing Service Centres (TSCs). We do this on behalf of NETS and the public transport operators.
We also issue Concession and Monthly Travel Cards and sell Monthly Concession Passes on behalf of the public transport operators.
If a concession card is lost or damaged, a replacement can be made at any TSC. Replacements for Child Concession Cards can be made at either a TO or TSC. All defective Concession cards will be replaced under the card manager’s terms and conditions.
We provide contactless digital payment solutions through the EZ-Link Wallet for other lifestyle payments beyond transit, such as SGQR and online shopping.
SimplyGo’s Service Principles
We believe that our customers should always be able to:
- Purchase, top up or replace their stored value travel cards (EZ-Link, NETS FlashPay or Concession card) at SimplyGo TOs and TSCs during operating hours
- Top up their stored value travel cards at SimplyGo Kiosks during operating hours
- Replace their lost Concession cards at SimplyGo Kiosks during operating hours
- Receive a refund for any valid excess fares paid for their trips. This includes excess fares charged due to faulty card readers.
A refund will be given if the wrong fare has been charged.
SimplyGo’s commitment and service standards
We are committed to providing services for stored value travel cards at our TOs, TSCs and SimplyGo Kiosks during their respective operating hours.
We follow these service standards:
|
Services |
Service Standard |
|---|---|
|
Ticket Offices (TO) |
To serve the customer within one minute of their waiting time during the off-peak period and five minutes of their waiting time during the peak period (12pm - 2pm and 5pm - 7pm) for 90% of the time. |
|
Ticketing Service Centres (TSC) |
To serve the customer within 15 minutes of their waiting time during the TSC’s operation time from 10am - 6pm for 90% of the time. |
|
PAssion Silver / Senior Citizen Concession Card |
To mail out the Concession card within four weeks upon receiving the application. |
|
SimplyGo Hotline |
To answer 80% of the calls within 20 seconds. |
|
Customer Claims |
To investigate and process refunds (if any) within |
|
SimplyGo Kiosks, Assisted Service Kiosks and Top-Up Kiosks |
To maintain SimplyGo Kiosks, Assisted Service Kiosks and Top-Up Kiosks with a failure rate of not more than one fault in 25,000 transactions.
|
If you have been charged an extra fare due to the card reader breaking down on a bus, you can get the difference refunded after the incident via the SimplyGo Hotline/website or at any SimplyGo TO/TSC. If you have not boarded the affected bus, you can either wait for the next bus or choose to board the affected bus and pay the correct fare in cash as advised by the Bus Captain or Service Leader.