MAP OF OBLIGATIONS TO CONSUMERS (XYK)
ORGANIZATION OF URBAN TRANSPORTATION OF THESSALONIKI
(Law 2898/2001 – Article 10)

WORK OF OASTH

The organization of urban transport of Thessaloniki is responsible for the execution of the transport work in the wider construction complex of Thessaloniki as it is defined from the agreement of O.A.S.TH with the Greek state (N. 2898.2001). More specifically:
• OASTH executes the transport role with buses as brought forth from the financial agreement of the Greek state with the organization (N. 2898/2001 ΦΕΚ 71Α) and the amendments they will occur in relation to it.
• OASTH puts in circulation the necessary vehicles with the approved from S.A.S.TH route scheduling.
• The buses OASTH circulates are clean (internally – externally), checks them and maintains them so that all the measures for the safe transportation of passengers are preserved.
• OASTH has all the necessary support services and facilities, spare-parts and rest materials, and care for the arduous and according to the regulations technical support and repair of the buses so that it minimizes the losses of trips because of malfunction, keeping also an adequate number of reserve buses.
• OASTH, cares for availability to the passengers of the tickets, monthly cards of indefinite trips and the remaining specified types of tariff, through points of sale (with which it contributes), special issue points, issue machines e.t.c taking every necessary measure for the for the sale, availability and use by passengers of the tickets and other types of tariff.
• OASTH for the improvement of the quality of the provided services to the passengers, is obliged that every new bus it will obtain will be air-conditioned as well as to install air-conditioning devices in the first semester of 2002 in the circulating at the summer period (July-August) buses.
• In case of adjustment in the price of tickets, OASTH is obliged to exchange the old tickets with the new ones accounting for the difference and replacing them with a corresponding number of tickets of the new value, in a period of 30 (thirty) days after the adjustment in the price of the tickets.

CARE FOR THE SAFE TRANSPORT OF IMPEDED PEOPLE

• OASTH designates four (4) seats inside the buses for people needing assistance (impeded people). As people needing help are deemed, people with special needs (A.M.E.A), women in pregnancy condition, disabled people, elders, small children etc. For the designation of such seats, special signs are attached in obvious spots on them.
• OASTH for the assistance of people with mobility difficulties, all the buses it will obtain must have a system ``kneel and ramp`` for the assistance of access by people with special needs.

OBLIGATIONS OF OASTH PERSONNEL

• Mobility personnel (drivers, stationers, inspectors) is obliged to wear a service uniform (according to what the internal regulation of OASTH defines) and behave politely to the passengers.
• The ticket inspectors must display or have placed on an obvious spot the service id during the inspection of the tickets.
• OASTH drivers are obliged to stop the buses for embarking or disembarking of the passengers at the areas where the stop signs have been installed and take care for the embarkation and disembarkation of the passengers with the called attention and safety, especially in the special needs people or other helpless individuals. To the above duties, basic elements is the obligation of the driver not to drive with open door as well as not to open the door prior to the complete stop of the bus nor not to start until the embarkation/disembarkation of the passengers and the doors are shut.
• Drivers during the driving of the bus are obliged to comply to the K.O.K and not engage in inexcusable manoeuvres, high speeds, sudden stops or starts and generally to drive the bus in the prescribed and right speed so that the execution of the trip as well as passing of the bus from every stop to be approximately in the scheduled time.
• Drivers during driving, are not allowed to smoke nor use a mobile telephone, radio or television.

PASSENGERS INSURANCE

• OASTH is obliged to insure in case traffic accident the passengers it transports in its buses throughout all the duration of their transportation as well as their embarkation and disembarkation to it.

ANSWERS TO PETITIONS

• Every passenger and generally every citizen is possible to address OASTH written (in the address Al. Papanastasiou 90, 546 44 Thessaloniki) or in the phone (At the Call centre for customer services) or through the internet (in the webpage www.oasth.gr ) or at the complain-suggestion boxes that are located in the central stations and express any petition, suggestion e.t.c in relation to the supplied by OASTH transport work.
• Every employee of OASTH that communicates directly accepting a petition or complain e.t.c of a passenger or any citizen for an issue relative to the work of OASTH or comprises a disagreement of the petitioner with the organisation, is obliged either to solve the issue or if its beyond its jurisdiction to promote it to the department responsible for a response with immediate priority informing relatively the person interested.
• In case of deposition of a written request, OASTH is obliged to answer:
- If it refers to a stop movement or change of trips or routes to make its position known to SASTH (as the body responsible) within 10 days if it does not require an autopsy or within 20 days if it is required, notifying its answer to the interested party.
- If it refers to other requests within 10 days.
- In the event of complains of the passengers against personnel and enforcement of disciplinary procedures against the employ, the interested citizen is notified within 10 days for the enforcement of disciplinary procedures as well as after it completion and the execution of disciplinary sanctions or its drop and the pertaining reasons.

PASSENGERS INFORMING

• OASTH informs the passengers using means of mass information (newpapers, radio, TV) as well as any other available mean (publication, announcements, e.t.c) for every issue of importance that refers to its services.
• Posts in its commencement and finishing points matrices with the times of buses departure as well as the times and stop of every bus line.
• Posts at the boarding stations, matrices with the departure time of the buses and the local supplying bus lines.
• Posts gradually until the 31.12.2002 inside the buses, forms with the indicative mapping of the trip and with reference in regard to the name of each stop.
• Posts gradually until the 31.12.2002, at the stops of bus passing, at the suburban as well as the supplying lines , information forms with the route of every line, the frequency of execution of the trips and the possible time of passing of it from the line with a tolerance of +/- of two minutes.
• Places in obvious spots inside the buses matrices or announcements for informing the passengers. In these matrices are listed general or specific information or guidelines to the passengers relative to the offered service, the movement of the vehicles, safety issues during transportation e.t.c Also, in these matrices are listed the phone numbers and address of OASTH where every passengers or citizen can address orally or written for any issue that concerns him relative to the buses, the facilities and the offered services.
• Places complain-suggestion boxes at central stations of Thessaloniki in which the public can leave suggestions, proposals, complains etc.

REIMBURSEMENT OF CITIZENS – PASSENGERS

• Not abiding by OASTH of certain clauses of the present X.Y.K can lead to the reimbursement of the passenger or the citizen.
• If the breach is in the responsibility of the employ, basic precondition constitutes that it ends ultimately in disciplinary conviction of the employ of the organisation responsible the disciplinary action conducted by the organisation.
• It is omitted from the reimbursement to the passengers, the event of not materialising of the planned work, especially on the below cases:
a. Situations of emergency due to higher force (such as snow, rain, cut-off of roads because of works or emergencies etc.).
b. Unforeseen events or dealing with which cannot be done by OASTH (strike, emergency malfunction of the bus etc).
• The report of a breach in X.Y.K from the offended citizens must be submitted in writing the latest 10 days from the day the incident in which he mentions in his request (to OASTH or SASTH) which is included in the Committee for Friendly settlement.

COMMITTEE OF SETTLING ARRANGEMENTS

• Is put together with a decision of SASTH (Vas. Olgas 105, 546 43, Thessaloniki), Committee of friendly settlement, to oversee the events during which a service weakness is traced to deal with X.Y.K. In the meetings of the above committee participate with a right to speak, one representative of OASTH (who is designated by a decision of the president of the organization) and the Representative of employees in SASTH.
• Also in the meeting of the committee it is possible that the offended passenger of its proxy lawyer.

ΧΥΚ Issueing

Present ΧΥΚ is issueing since 18 March 2002.