School student transport appeals, feedback and enquiries
School Student Transport Scheme appeals process
If a student has been deemed ineligible to be granted subsidised travel by the school or operator, the first step is for parents/guardian to reapply in writing to the nearest office of Transport for NSW, setting out the reasons why subsidised travel should be provided.
Should Transport for NSW not approve subsidised travel and the parents/guardian believe that there are special circumstances such as safety and/or hardship issues, they can appeal Transport for NSW's decision.
These appeals are heard by the SSTS Appeals Panel which is an independent panel that considers each case on its merits. Members of the appeals panel consist of representatives of the Department of Education and Training, Sydney Ferries Corporation and a rotating representative of either the Federation of Parents and Citizens' Associations of NSW, the Council of Catholic School Parents or NSW Parents' Council.
The panel may uphold an appeal if it concludes that special circumstances apply. Special circumstances generally relate to situations where a family experiences exceptional and/or substantial issues in transporting an ineligible child to school.
The panel does not review decisions about the mode of transport or the route approved for eligible students to travel by, nor the application of the radial distance test by the school or transport operator, nor the walking distance test conducted by Transport for NSW.
The panel reviews around 180 appeals each year. It usually meets every second month, or more often where a high number of appeals have been received. Each appeal received is investigated before it can be submitted to a panel meeting for adjudication. This means that the time between an appeal being received and resolved can take up to eight weeks and can sometimes be longer.
Approximately 15 per cent of appeals are upheld.
To appeal to the panel you need to fill out and submit the following form:
SSTS Appeals Panel application form
School Student Transport feedback and enquiries
Improving the scheme
Transport for NSW recognises that improvements are desirable to make the School Student Transport Scheme easier to administer, cost efficient and more responsive to educational needs. If you have ideas on how the Scheme might be improved, you can register them with Transport Info 131500 by calling 131 500 or by using the feedback form at 131500.com.au 
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Complaints and concerns
If you have a complaint or concern about a bus service, the first step is to contact the relevant operator.
You can also lodge a complaint about a school transport provider by calling Transport Info 131500 on 131 500, or via the feedback form at 131500.com.au .
If the school or operator cannot answer the enquiry, please contact the SSTS staff at the nearest Transport for NSW office.
Parramatta Office
Level 6, 16-18 Wentworth Street
Parramatta NSW 2150
Locked Bag 5085
Parramatta NSW 2124
Ph: 02 9891 8900
Toll free: 1800 227 774
Newcastle Office
Ground Floor, 239 King Street
PO Box 871
Newcastle NSW 2300
Ph: 02 4929 7006
Toll free: 1800 049 983
Wollongong Office
Level 6, NRMA Building
221-229 Crown Street
PO Box 5215
Wollongong NSW 2500
Ph: 02 4224 3333
Toll free: 1800 049 961
Last updated 28 February 2012
