Policies

Security

The ACT Government will never send you a message by email or text to mobile phones asking for MyWay card payments or other activity. Do not respond if you receive these messages – they are scams to steal your money or personal details. For more information on types of scams visit www.scamwatch.gov.au

MyWay+ privacy

1. Background

1.1 MyWay+ system

Transport Canberra provides an electronic account based ticketing system (MyWay+ system) for travel on public transport in the ACT.  The MyWay+ system uses a MyWay+ travel card for ticketing and/or payment. A MyWay+ travel card includes:

• a contactless smart card which is a physical MyWay+ travel card or a MyWay+ digital card (QR Code)
• an approved payment device (device) such as a contactless credit card, debit card, prepaid card, smartphone, or other device which can emulate a contactless payment card.

These cards function as an electronic wallet from which fares can be deducted and “topped up”. The NFC chip component of all MyWay+ physical travel cards is read when tapping on or off at MyWay+ card readers installed in or around public transport locations or vehicles.

MyWay+ travel cards and EMV cards use the chip embedded in their device to perform the same function. These chips can also be read by devices used by Transport Officers as part of revenue protection activities. Users of these cards can travel as either account holders or ‘anonymously’.

By registering for MyWay+ users set up an account which they can use to manage MyWay+ services, including travel cards, personalised journey planning, Park and Ride permits, and concession status. Account holders can link different cards to the same user account and funding source.

1.2 Types of MyWay+ accounts

MyWay+ users have a choice of channels for creating an account. They can use or create an ACT Digital Account through the MyWay+ portal or app. The user would also need to grant permission for that account to be used in conjunction with the MyWay+ service.

The benefit of using an ACT Digital Account is that the account can be reused for other ACT Government services as the information provided can be made available to those other services if permission is granted by the user.

Alternatively, a user can create a local MyWay+ account which can only be used for MyWay+ as the account information is retained within the MyWay+ service and not shared with other government agencies.

1.3 How to acquire MyWay+ travel cards

Under the MyWay+ system users are able to acquire MyWay+ travel cards through various channels including via portal, the Transport Canberra Customer Experience Team, approved retailers (ePay), and through the MyWay+ app.

2. Scope of policy

2.1 Relationship to Transport Canberra privacy policy

This policy is intended to serve as an addendum to the Transport Canberra information privacy policy which can be accessed on this page.

This policy covers customers who use the MyWay+ system. A reference to a “customer” is a reference to any person who uses the MyWay+ system including any person who uses a MyWay+ travel card acquired for them by another person.

It also covers the MyWay+ portal and app available for download via the App Store or Google Play (MyWay+ travel app).

2.2 Incremental introduction

The MyWay+ system is being continually developed and new elements are introduced progressively over time. The provisions of this policy relate to the elements that have been introduced to date.

The policy will be reviewed and updated as required when new elements are introduced.

2.3 Amendments

Transport Canberra may make amendments to this privacy policy and our information handling practices from time to time. We will publish those changes on this page, and update this privacy policy as required to ensure compliance while considering our users expectations at the time personal information was collected.

3. Personal information and the MyWay+ system

3.1 Collecting personal information

MyWay+ collects, stores, discloses and uses information relating to customers, some of which is personal information.

Some of the information being collected, when taken on its own, may not be personal information. For example, travel history alone does not allow an individual to be identified. However, it can be linked to customer details that we hold.

3.2 Purpose of collection

Transport Canberra will be collecting information that is necessary for the purpose of:

• managing and operating the MyWay+ system
• supporting our responsibilities for coordination, planning and policy development for transport, transport services and transport infrastructure

In so doing, information collected will be used to:

• provide services and support to users including services related to MyWay+ travel card ordering, setting up payment or notification preferences, adding value to MyWay+ travel card balances, personalised journey planning and viewing travel history
• supply physical MyWay+ travel card to customers
• manage fare calculations and associated transactions
• determine your eligibility for discounted parking in a Park and Ride car park
• support the administration and management of public transport concessions
• maintain and operate the MyWay+ portal and app
• undertake planning, reporting, policy development and statistical analysis for transport, transport services and transport infrastructure
• engage in marketing and disseminating information regarding services and products to customers who choose to receive such information
• support the provision of secure, effective and efficient transport services, including measures to protect public revenue and
• carry out surveys to obtain customer feedback.

3.3 Open Data

De-identified (non-personal) MyWay+ usage data may be released to the public in accordance with and to meet the objectives of the Transport Canberra Open Data Policy and the broader ACT Government Open Data Policy.

MyWay+ data released as Open Data does not contain any personal information and will only be released after assessing any risk of potential re-identification and taking steps to address that risk.

4. MyWay+ travel cards and information collected under the MyWay+ system

4.1 MyWay+ travel cards

MyWay+ travel cards are a form of ticketing and payment for travel on public transport in the ACT. Each card has its own unique card identification number. The physical MyWay+ travel card number is stored on the chip of the card.

The MyWay+ travel card number is used in routine communications with customers through channels such as Transport Canberra Customer Experience team or through interactions with Transport Canberra staff.

Although the MyWay+ travel card does not store a customer’s personal information, we are able to connect the MyWay+ travel card number to the customer’s details that are held relation to a registered MyWay+ travel card. This is not the case for unregistered non-concessional MyWay+ travel cards.

4.2 Devices

Devices may be used as a form of ticketing and payment for travel on public transport by validating the device on approved MyWay+ travel card readers on which the device is an accepted form of fare payment.

If you use a device to pay for travel on the MyWay+ ticketing system, Transport Canberra may use your personal information to provide you with journey and charging history associated with your device and to respond to any specific enquiries you may have regarding the use of your device to pay for travel.

Information about a device is encrypted and stored in accordance with payment card industry security standards.

4.3 Collection of information

The nature of the personal information that Transport Canberra collects under the MyWay+ system and the way it is collected depends on the type of MyWay+ account, how a customer acquires, adds value to or uses their MyWay+ account, and whether the account is registered or unregistered.

In relation to registered MyWay+ account holders, Transport Canberra only collects information that is reasonably necessary for the purpose of providing and managing the MyWay+ ticketing system. We rely on users to provide us with accurate and up to date personal information.

4.3.1 Unregistered accounts

Customers are able to acquire physical MyWay+ travel cards through MyWay+ retailers without creating an account. In such circumstances, customers will obtain immediate possession of the physical MyWay+ travel card and neither Transport Canberra or the MyWay+ retailer will collect any personal information from the customer at that point.

Refer to section 4.3.7 for details of information collected when value is added to an MyWay+ travel card.

4.3.2 Registered accounts

When a customer creates a MyWay+ account, a customer profile is created that is then linked to that MyWay+ travel card. In creating a customer profile, Transport Canberra collects the following information:

• the customer’s first name and last name
• email address (which is the username)
• their username
• their password; and
• the customer’s mobile number (optional)

If a customer wishes to purchase a physical MyWay+ travel card through a digital channel, then their address is also collected and used only for the purpose of shipping.

4.3.3 Information collected when the MyWay+ travel card is used

Transport Canberra collects information about journeys made with a MyWay+ travel card in order to account for fares charged, to make payments to transport operators and to manage the MyWay+ ticketing system. The information collected with respect to each MyWay+ travel card includes:

• the MyWay+ travel card number of the card that is used
• the time and date of tap on and tap off of the MyWay+ travel card
• start and end location
• route identifiers
• journey transfers (if any)
• the discount (if any) and
• the fare charged on the MyWay+ travel card.

Further, the information collected when a customer adds value, or “tops up” a MyWay+ travel card includes:

• the location or channel through which value was added to the MyWay+ travel card
• the amount of the transaction and
• the date and time of the transaction.

If a customer chooses to register for Park and Ride Transport Canberra will also collect number plate details for each vehicle the customer links to their Park and Ride account.

4.3.4 Services available for MyWay+ accounts

MyWay+ accounts enable customers to obtain activity statements, personalise their journey planning, manage payments and establish an auto-load facility for their linked  MyWay+ travel cards.

To enable customers to do these things, Transport Canberra will retain the personal information necessary to provide such services and facilities. If a customer wishes to manage such services and facilities online, the customer must provide their username and password connected to their customer profile.

4.3.5 Linking MyWay+ travel cards to a MyWay+ account

Within the MyWay+ system customers have the ability to link one or more MyWay+ travel cards so that they can conveniently manage the usage, payment and information connected to those cards under one customer profile.

When customers establish linked MyWay+ travel cards, Transport Canberra links their specific customer profile to:

• the MyWay+ travel card
• information about how, when and where those MyWay+ travel cards have been used.

4.3.6 Adding value to a MyWay+ travel card

When a customer adds value to a MyWay+ travel card (whether linked to an account or unlinked) by using a credit card or debit card, the customer will be providing personal information required for making a credit card or debit card payment.

Transport Canberra does not retain identifiable payment card information. This information is instead passed directly to the relevant financial institution for processing.

4.3.7 Refunds or balance transfers and adjustments

Customers are entitled to obtain a refund, transfer, or adjustment of the balance of their MyWay+ travel card in certain circumstances. To enable Transport Canberra to respond to the customer’s requests for a refund, balance transfer or balance adjustment, we may obtain personal information (normally, a name, contact number, address, and/or email address) from the customer.

4.3.8 MyWay+ travel concession cards

The MyWay+ system accommodates various concessions that depend on a customer’s fare entitlement status. These concessions are subject to the terms and conditions outlined on the concessions page.

4.3.9 Contacting customers

If a customer provides Transport Canberra with a contact number, address or email address, the customer consents to us using that information to contact them and communicate with them for the purposes stated in section 3.2. This includes us contacting the customer in the event that we have an issue (such as billing or the processing of a transaction) relating to the MyWay+ ticketing system.

4.3.10 Enquiries or complaints

Personal information (normally a name, contact number, address, and/or email address) will be obtained from a customer to enable Transport Canberra to respond to the customer’s enquiries or complaints.

5. Use and disclosure of personal information

5.1 Use of personal information

Transport Canberra will use the personal information we collect for the purposes set out in section 3.2 and as otherwise set out in this policy.

5.1.1 Contractors

Transport Canberra engages contractors to deliver aspects of the MyWay+ system on our behalf. We need to exchange personal information with those contractors. The main contractor engaged to implement, manage and operate the MyWay+ system is NEC Australia.

Transport Canberra is responsible for ensuring that contractual arrangements with these and other contractors include appropriate privacy provisions to protect customers’ personal information and enable us to meet its obligations under privacy law.

5.2 Disclosure to third parties

Personal information about customers may also be disclosed to third parties with the customer's consent, or in the following circumstances in accordance with the Transport Canberra privacy policy.

5.2.1 A bank or financial institution

For customers who top up online, buy a QR ticket, establish an auto-load facility, or who purchase a MyWay+ travel card, their account information is provided to financial institutions to facilitate payments.

5.2.2 Research organisations

De-identified information may be disclosed to research organisations for the purpose of analysing data about our services to assist in improving the delivery of our functions and activities.

Public transport operators may also obtain de-identified information from us for the purposes set out in section 3.2 which includes planning and management purposes.

5.2.3 Revenue protection

Authorised revenue protection officers are responsible for enforcing ticketing compliance and monitoring public transport fare evasion. Some of them will be using handheld MyWay+ travel card readers to read the travel card balance, recent transaction history and the concession status.

If required, we and/or they may combine this information with other personal information obtained directly from a customer to generate a compliance report for enforcement purposes.

These officers may also check the travel history connected to a customer’s concessional or free travel MyWay+ travel card to ascertain whether that customer has complied with the travel conditions or rules applicable to the use of that concessional or free travel MyWay+ travel card.

5.2.4 Law enforcement

Transport Canberra may disclose personal information or travel history for law enforcement purposes.

5.2.5 Requirement by law

Transport Canberra may disclose personal information to third parties when permitted or required to do so by law. For example, we may disclose personal information in response to a warrant or subpoena.

5.2.6 Threat to life or health

Transport Canberra may disclose personal information to third parties where we reasonably believe that disclosure is necessary to prevent or lessen a serious and imminent threat to the life or health of a person.

5.2.7 Contactless payments

To process a customer refund for MyWay+ system travel paid for with a device, Transport Canberra will need to disclose certain de-identified information about the device and the transaction to the issuing financial institution. The information disclosed to the issuing financial institution will be encrypted.

While the device and the transaction information is not personal information, the payment card scheme is designed so that the issuing financial institution may re-identify the customer through cross-matching with personal information already held by the issuing financial institution (as the customer is the issuer’s customer), in order to correctly attribute the expenditure to the customer.

6. Accuracy, data storage and security

6.1 Reliance on customer for accuracy of information

While Transport Canberra can take such steps as are reasonable in the circumstances to ensure that, having regard to the purpose for which it is to be used, the information collected is relevant, correct, not misleading and up to date. Transport Canberra will be relying on customers to provide accurate and up to date personal information. It is in each customer’s best interests for their address to be correct, for them to be readily contactable and for there to be clarity over their identity or personal information.

The steps Transport Canberra take in the collection of personal information include training staff about collection of personal information from customers and adopting processes for customers to update or correct their personal information.

6.2 Data storage

Personal information on the use of MyWay+ travel cards will be stored in various databases within the MyWay+ system as required under by the Territory Records Office. Personal Information is encrypted when it is stored in these databases.

Data stored within the MyWay+ app is encrypted using the encryption algorithms that are part of the device’s operating system.

6.3. Data in Transit

Data is encrypted using standard HTTPS / TLS security mechanisms when it is transmitted from one part of the MyWay+ system to another, or when it is disclosed to third parties.

6.4 Security

Transport Canberra is committed to protecting the privacy and security of the personal information provided to us. Relevant industry standards are adopted to protect customers’ personal information from misuse, loss and unauthorised access, modification, or disclosure.

Customers are also required to assist by complying with security measures designed to protect their MyWay+ travel cards, usernames (and other identification codes) and passwords that are set out in Transport Canberra terms fare conditions.

7. Online

7.1 Collection of information via MyWay+ portal and app

7.1.1 MyWay+ portal

Transport Canberra collects information using cookies on the activity on the MyWay+ portal. Information about cookies is in section 7.2 below.

7.1.2 MyWay+ app

Transport Canberra collects personal information from registered MyWay+ users who provide and/or update their personal information through the MyWay+ app.

Transport Canberra collects cookies and other metadata about the activity of users through the MyWay+ app. Information about cookies is in section 7.2 below.

Transport Canberra does not collect any health information or sensitive information via the MyWay+ app.

7.1.2.1 Location Data

The MyWay+ app makes use of location data to enhance the trip planning service. Customers can turn off this functionality at any time by turning off the location services settings for the MyWay+ app.

7.2 Cookies

A ‘cookie’ is a packet of information that allows the server (the computer that hosts the website) to identify and interact more effectively with the customer’s computer.

When a customer uses the MyWay+ portal or ap, we send them a cookie that gives them a unique identification number. A different identification number is sent each time the MyWay+ portal or app issued. Cookies do not identify individual users, although they do identify a user’s browser type and the customer’s Internet Service Provider (ISP).

Customers can configure browsers to accept all cookies, reject all cookies or notify them when a cookie is sent. Customers can refer to browser instructions or help screens on the computer to learn more about these functions.

7.3 Purpose of collection

7.3.1 Cookies and other metadata

Cookies and other metadata obtained through the MyWay+ portal or app is collected and used to evaluate how users interact and use the MyWay+ system and so that we can assess and improve the effectiveness of these services.

7.3.2 Other MyWay+ app information

MyWay+ app information is collected by us for the following purposes:

• to facilitate your use of the MyWay+ travel cards and the MyWay+ app
• to facilitate your ability to manage and update your MyWay+ account details such as your address details.

No access is required, nor data collected from a mobile device's camera, microphone, nor image library.

7.4 Links to other websites

The MyWay+ portal or app may contain links to other external websites. Whilst such links are provided for convenience, customers should be aware that the information handling practices of the linked websites might not be the same as Transport Canberra’s.

8. Access to personal information

8.1 Accessing and correcting personal information

Customers can access, review, or correct the below personal information by:

• logging into their MyWay+ account and following the procedure for accessing, reviewing, and correcting their information contained in their customer profile - if they have established an online MyWay+ account
• logging into or accessing the MyWay+ app as detailed below
• contacting the Transport Canberra Customer Experience team to access, review or correct the above personal information and any other personal information and/or health information collected or obtained by Transport Canberra in connection with the MyWay+ system
• customers may be asked questions about their account or to provide other information to identify themselves before being allowed to access, review or correct their personal information.

Transport Canberra will enable customers to access and/or correct personal information and/or health information in accordance with the Transport Canberra privacy policy.

8.2 Notifying customers about security breaches relating to privacy

Transport Canberra takes reasonable steps to protect personal information from loss, unauthorised access, unauthorised use or disclosure. In the event of a security breach that affects a customer’s personal information, we will act in accordance with the Act Government wide procedure for responding to privacy breaches involving personal information

Website information privacy

his privacy statement describes the collection, use and access to information that may be obtained through the use of our website.

The ACT Government has created this privacy statement to demonstrate its firm commitment to protecting personal privacy.

This privacy statement applies to all users who access this website.

If you have any questions about this privacy statement, the practices of this site, or your dealings with this website, please contact us.

Cookies

This website uses Google Analytics, a web analytics service provided by Google Inc. (Google). Google Analytics uses cookies and JavaScript code to enable analysis on usage of this website.

The data collected about your use of this website, (including your IP address) will be transmitted to and stored on Google's servers. Google uses this data for the purpose of compiling reports on website activity and providing other services relating to website activity and internet usage.

Google will not collect personal information about you and the reports provided by Google will only contain aggregate non-personal data about your use of our website. These reports may contain data relating to pages viewed, files downloaded or the completion of online subscriptions.

We use the data collected by Google Analytics to improve how our website functions. For example, we use the data to check whether visitors experience problems finding information and make access to information as easy as we can.

Google may transfer this data to third parties where required to do so by law, or where third parties process this data on Google's behalf. Google will not associate your IP address with any personal information you may have previously provided to Google. You may refuse the use of cookies by selecting the appropriate settings on your browser. Please note that if you do this, you may not be able to fully use this website.

By using our website, you consent to the processing of data about you by Google in the manner and for the purposes stated.

Information collected

When you browse our website, our system automatically makes a record of your visit and logs the following information for statistical purposes:

• your server address
• top level domain name (e.g. .com, .net, .gov, .au etc)
• the type of browser and operating system you used
• date and time of your visit
• the previous site visited
• which pages are accessed
• the time spent on individual pages and the site overall
• which files were downloaded.

No attempt will be made to identify individual users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency (e.g. Australian Federal Police) exercises a warrant to inspect our service provider's log files. This information is analysed to determine the website's usage statistics.

We collect no personal information about you unless you choose to take part in an activity that asks for information, such as:

• sending an email
• participating in a survey
• undertaking a payment or other transaction
• suggesting a link.

If you choose not to take part in these kinds of activities your ability to use the website won’t be affected.

Use of personal information collected

Any personal information you provide will only be used for the purpose for which it was provided and will not be disclosed to other people or organisations without your consent.

We may disclose your personal information to Shared Services Finance, Chief Minister and Economic Development Directorate for the purposes of invoicing you for goods and services that you have received, and the recovery of any outstanding monies owed by you to the Territory in relation to the provision of these goods and services. We may not provide your requested goods or services if you do not agree to this collection and disclosure.

If you do not wish to email or send an online form to the ACT Government, you can send a letter to us.

Other sites

This site contains links to external websites and this privacy statement does not extend to external websites. Transport Canberra is not responsible for the privacy practices or the content of external websites. When you select a link to another website, you are subject to the privacy policy of the new site.

You can review any personal information collected about you by submitting a written request to TCCS. You may recommend changes to your personal information that you believe is incorrect. The obligation to correct information is subject to any applicable limitation in a law that provides a right to require the collection or amendment of documents.

If you believe that your personal information is being used for a purpose other than what it was intended when submitted, contact TCCS. In all cases, TCCS will take responsible steps to verify your identity prior to granting access to your personal information or making corrections to the information collected.

How to contact us

If you have any comment about the collection, use, security of or access to your personal information please contact Transport Canberra on 13 17 10 or contact us.

Alternatively, you can write to us at:

Transport Canberra
GPO Box 158
Canberra City ACT 2601

If the issue is not resolved to your satisfaction you may wish to contact the Australian Information Commissioner.

Transport Canberra is a division within the Transport Canberra and City Services (TCCS) directorate, within the ACT Government.

The directorate must follow the Territory Privacy Principles (TPPs) when handling your personal information. The TPPs are outlined in the Information Privacy Act 2014 (the Act). You can also download:

• TCCS Information Privacy Act 2014 Privacy Policy (PDF 225.7 KB) or the TCCS Privacy Policy Fact Sheet (PDF 161.0 KB).

At all times, the TCCS only collects personal information that is reasonably necessary for, or directly related to, one or more of our functions or activities.

When collecting or using your personal information, we will generally take all reasonable steps to notify you of your rights under the TCCS Privacy Policy. There may be exceptions however, where we are required by law to collect or disclose this information without your consent. The TCCS Privacy Policy sets out common situations where we are required to collect or share your personal information with law enforcement, other public authorities or overseas recipients.

If you would like to access or correct your personal information held by TCCS, or have a complaint regarding our handling of your personal information, please contact us.

Information privacy

The directorate must follow the Territory Privacy Principles when handling your personal information. The Territory Privacy Principles are outlined in the Information Privacy Act 2014 (the Act). You can also view the TCCS Information Privacy Policy.

At all times, Transport Canberra and City Services only collects personal information that is reasonably necessary for, or directly related to, one or more of our functions or activities. The types of personal information collected by Transport Canberra and City Services, including how it may be collected, handled or used, is detailed in the Register of Personal Information Collected by TCCS.

When collecting or using your personal information, we will generally take all reasonable steps to notify you of your rights under the Transport Canberra and City Services Privacy Policy. There may be exceptions however, where we are required by law to collect or disclose this information without your consent. The Transport Canberra and City Services Privacy Policy sets out common situations where we are required to collect or share your personal information with law enforcement, other public authorities or overseas recipients.

If you would like to access or correct your personal information held by Transport Canberra and City Services, or have a complaint regarding our handling of your personal information, please contact us.

Website information privacy

This privacy statement describes the collection, use and access to information that may be obtained through the use of our website.

The ACT Government has created this privacy statement to demonstrate its firm commitment to protecting personal privacy.

This privacy statement applies to all users who access this website.

If you have any questions about this privacy statement, the practices of this site, or your dealings with this website, please contact us.

Cookies

This website uses Google Analytics, a web analytics service provided by Google Inc. (Google). Google Analytics uses cookies and JavaScript code to enable analysis on usage of this website.

The data collected about your use of this website, (including your IP address) will be transmitted to and stored on Google's servers. Google uses this data for the purpose of compiling reports on website activity and providing other services relating to website activity and internet usage.

Google will not collect personal information about you and the reports provided by Google will only contain aggregate non-personal data about your use of our website. These reports may contain data relating to pages viewed, files downloaded or the completion of online subscriptions.

We use the data collected by Google Analytics to improve how our website functions. For example, we use the data to check whether visitors experience problems finding information and make access to information as easy as we can.

Google may transfer this data to third parties where required to do so by law, or where third parties process this data on Google's behalf. Google will not associate your IP address with any personal information you may have previously provided to Google. You may refuse the use of cookies by selecting the appropriate settings on your browser. Please note that if you do this, you may not be able to fully use this website.

By using our website, you consent to the processing of data about you by Google in the manner and for the purposes stated.

Information collected

When you browse our website, our system automatically makes a record of your visit and logs the following information for statistical purposes:

• your server address
• top level domain name (e.g. .com, .net, .gov, .au etc)
• the type of browser and operating system you used
• date and time of your visit
• the previous site visited
• which pages are accessed
• the time spent on individual pages and the site overall
• which files were downloaded.

No attempt will be made to identify individual users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency (e.g. Australian Federal Police) exercises a warrant to inspect our service provider's log files. This information is analysed to determine the website's usage statistics.

We collect no personal information about you unless you choose to take part in an activity that asks for information, such as:

• sending an email
• participating in a survey
• undertaking a payment or other transaction
• suggesting a link.

If you choose not to take part in these kinds of activities your ability to use the website won’t be affected.

Use of personal information collected

Any personal information you provide will only be used for the purpose for which it was provided and will not be disclosed to other people or organisations without your consent.

We may disclose your personal information to Shared Services Finance, Chief Minister and Economic Development Directorate for the purposes of invoicing you for goods and services that you have received, and the recovery of any outstanding monies owed by you to the Territory in relation to the provision of these goods and services. We may not provide your requested goods or services if you do not agree to this collection and disclosure.

If you do not wish to email or send an online form to the ACT Government, you can send a letter to us.

Other sites

This site contains links to external websites and this privacy statement does not extend to external websites. Transport Canberra and City Services is not responsible for the privacy practices or the content of external websites. When you select a link to another website, you are subject to the privacy policy of the new site.

Your choices

You can review any personal information collected about you by submitting a written request to Transport Canberra and City Service. You may recommend changes to your personal information that you believe is incorrect. The obligation to correct information is subject to any applicable limitation in a law that provides a right to require the collection or amendment of documents.

If you believe that your personal information is being used for a purpose other than what it was intended when submitted, contact Transport Canberra and City Service. In all cases, Transport Canberra and City Service will take responsible steps to verify your identity prior to granting access to your personal information or making corrections to the information collected.

How to contact us

If you have any comment about the collection, use, security of or access to your personal information please contact us on 13 17 10 or contact us.

Alternatively, you can write to us at:

Transport Canberra and City Services
GPO Box 158
Canberra City ACT 2601

If the issue is not resolved to your satisfaction you may wish to contact the Australian Information Commissioner.

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• Audit Committee Charter (PDF 338.9 KB)
• Better Suburbs Statement
• Code of Conduct (PDF 564.3 KB)
• Complaints Management Policy (PDF 310.9 KB)
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• Fraud and Corruption Prevention Plan 2024-2026 (PDF 643.2 KB)
• Health and Safety Plan 2022-24 (DOC 190.6 KB)
• Information Privacy Policy
• Internal Audit Charter (PDF 760.2 KB)
• Internal Communications and Engagement Strategy (PDF 8.2 MB) Action Plan (PDF 230.4 KB)
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Review of speed limits and noise levels along Gungahlin Drive Extension

A review was undertaken of traffic conditions and noise associated with the Gungahlin Drive Extension (GDE). This was in the context of reviewing the speed limits that should apply to the GDE.

Noise levels

Noise measurements were undertaken in 2011-12 at several locations in Aranda and along the GDE corridor. These results were compared to those from monitoring undertaken at the same locations prior to construction and again after the opening of stage one of the GDE.

These found very little change in noise at each location, with many locations having slightly reduced noise due to the noise mitigation measures, such as mounds and barriers, which were included in the project.

All noise levels were found to be below the ACT traffic noise guidelines. Modelling was also undertaken which showed that, for any property where GDE was the dominant source of traffic noise, it would increase by less than 2 dB if the speed limit was increased to 90 km/h and the traffic volume increased. This again would be within noise guidelines.

GDE noise report (PDF 675KB)

Speed limits

An independent report, which looked at engineering and road safety aspects associated with the current GDE road design, recommended that the speed limit be increased from the previous 80 km/h to 90 km/h.

As a result of these assessments, Roads ACT reviewed an earlier decision to maintain the speed limit at 80km/h and decided to increase the GDE speed limit to 90 km/h for the section between the Barton Highway interchange through to the Glenloch interchange.

To ensure consistency the 90km/h speed limit also includes the connection ramps from Tuggeranong Parkway to William Hovell Drive, the City bound connection ramps and the William Hovell City bound ramp. The 90km/h speed limit came into effect in March 2012.

GDE speed limit report (PDF 420.2 KB)

Roadside memorial policy

Roadside memorials are an opportunity to acknowledge the memory of loved ones who have lost their lives on ACT roads. Memorials in urban open spaces are an opportunity to acknowledge the contribution of individuals and significant events in the history and development of Canberra.

Details of the requirements for placing memorials in urban open spaces and roadside are outlined in the Roadside and Urban Open Space Memorial Policy.

Applications are required for the placement of memorials in urban open spaces.

While roadside memorials do not require an application they must meet requirements, specified within the policy and are not permitted along the light rail corridor due to safety reasons.

For more information please see the Roadside and Urban Open Space Memorial Policy (PDF 771.4 KB) or contact 13 22 81.

50 km/h speed limit signs

In May 2003, the ACT Government introduced a 50 km/h default speed limit. This speed limit became the standard and was applied to all roads within the urban areas of the ACT. Areas where alternative speed limits apply are signposted as such (40km/h, 60km/h, 80km/h, etc). Under this arrangement, the default speed limit of 50km/h would apply without the need for additional signage.

This policy covers the use of regulatory 50 km/h signs in the urban areas of ACT.

Policy

Roads ACT, as the asset manager will not support the individual installation of 50 km/h speed limit signage within the urban areas on roads that come under the existing 50 km/h default urban speed limit.

The only exceptions shall be when:

1. A speed zone greater than 50 km/h terminates on a section of the same continuing road (e.g. change in road classification), in which case a 50 km/h speed limit sign shall be installed for motorists leaving the higher speed limit section.
2. A speed zone less than 50 km/h terminates on a section of the same continuing road (e.g. end of a 40 km/h school/group/local centre zone), in which case a 50 km/h speed limit sign shall be installed for motorists leaving the lower speed limit section.
3. If a childcare centre exists in a speed zone greater than 50 km/h, in which case a 50 km/h speed limit sign shall be installed for motorists entering the reduced speed limit section.
4. As part of a Local Area Traffic Management (LATM) scheme.
5. As part of a risk assessment, based on the Safe System Infrastructure Framework

Roads ACT will not support new 50 km/h Area signs (R4-10-50) and 50 km/h End Area signs (R4-11-50) for installation on urban roads within the ACT. Roads ACT will remove these signs in areas where they currently exist when the signs are no longer serviceable, without replacement.

Guideline for repairing and maintaining paths in the ACT

Footpaths and shared paths (referred to as community paths) are provided to assist the community with walking, cycling and other active travel activities. The ACT Government manages and maintains approximately 3,190 kilometres of community paths across Canberra. These are a mixture of traditional concrete paths and asphalt off-road shared paths.

Community paths can be used by:

• pedestrians (including users of motorised wheelchairs and motorised mobility devices)
• cyclists
• personal mobility device users (such as e-scooters).

Personal mobility device users are limited to 15km/h on a footpath and 25km/h on shared paths.

Community path repairs

Community paths are repaired and maintained by Roads ACT. Damage to community paths mainly arises from ageing infrastructure, vehicle overrun or through tree roots lifting the paths.

Requests to repair community paths are received from the public through Access Canberra on 13 22 81 or Fix My Street. If you are making a request, please include the exact location of the defect and a photo where possible.

Roads ACT endeavour to inspect the path within 10 working days of receiving your request. Once the path has been assessed it is entered into Roads ACT’s asset management database system for repair or replacement.

Inspections

Roads ACT staff regularly inspect the condition of road assets, including community paths and pedestrian areas. Inspections focus on areas with high pedestrian usage. Priority for inspections is given to community paths within city and town centres followed by group centres, community facilities (such as hospitals, schools and retirement facilities), local centres and shared paths. Other suburban areas are only inspected upon receiving a request from the public.

Urgent and emergency repairs

Any urgent requests that may pose an extreme safety risk to the public are repaired within 3 business days of the initial inspection. High risk paths are repaired within 10 business days after the initial inspection.

Path replacements are packaged into contract works and contracts are awarded progressively over the financial year. It can take between 12 to 18 months for replacement requests to be addressed depending on the priority, the location and whether the existing paths are safe and serviceable.

Emergency repairs are generally carried out using cold mix (a form of asphalt) to remove or reduce the defect to an acceptable level. For example, where there is a trip hazard, cold mix is placed in front of the trip to make a small ramp. Alternatively, the method of grinding can be used to remove small trip hazards. These methods provide interim repair and allow Roads ACT to replace the path (if needed) in a future path replacement contract package.

Procedure and checklist for management of contaminated assets

• Procedure for the Management of Contaminated Assets-outgoing (PDF 814.6 KB)
• Procedure for the Management of Contaminated Assets Appendix C checklists (word 196.5 KB)

Roads ACT Noise Management Guideline

• Roads ACT Noise Management Guideline (PDF 473.9 KB) provides guidance about the management of road traffic noise in the ACT.

Transit Lane Study

• Transit Lane Warrants Study (PDF 1.2 MB) from 2012.