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AN ANNOUNCEMENT BY THE PUBLIC TRANSPORT AUTHORITY IN LUBLIN

of 1 May 2013

on the Instructions for the Use of the E-Ticket Card

The Public Transport Authority in Lublin wishes to announce that, in connection with the necessity to introduce numerous changes to the structure and consistency of the previously applicable Instructions for the Use of the E-Ticket Card, and in order to implement the statutory tasks covering the organisation of the distribution, sales, and ticket inspection, and also to provide information on the use of the E-Ticket Card in public transport, the rules of using the E-Ticket Card shall be defined by the Instructions below.

Legal basis – the Statutes of the Public Transport Authority in Lublin (§2, §5(8), 14, §6(1), §7(1)(b) – Annexes to the Resolution of the Lublin City Council No. 496/XXVI/2008 of 27 November 2008, No. 571/XXVII/2008 of 18 December 2008 and No. 54/VII/2011 of 24 February 2011.

INSTRUCTIONS FOR THE USE OF THE E-TICKET CARD

- valid from 1 May 2013

§1
The terms used in the instructions

1. ZTM – Public Transport Authority in Lublin (Polish name: Zarząd Transportu Miejskiego w Lublinie).
2. Distributor – a business entity selling E-Tickets (on the basis of a relevant contract with ZTM) through the use of its own ticket machines, Customer Service Points or the on-line shop.

3. Card – a contactless card embedded with an electronic memory chip. The Card is the carrier of E-Tickets, which entitles passengers to travel on urban transport vehicles which provide transport services commissioned by ZTM and other services, including the electronic recording of the funds paid in by the Card Holder allowing payment for parking in the Paid Parking Zone in Lublin (SPP). The card is the property of ZTM and is available in the following variants:

a) Personalised Card in the form of:

- E-Ticket Card (ETC) – may be used solely by the person whose personal data is printed on the Card,

- Family Ticket Card (FTC) – may be used individually or jointly by all persons whose personal data is printed on the Card,

b) Bearer Card (BC) (non-personalised) – may be used by many users; no Application is required to obtain it.

4. An Electronic Student Card/Electronic PhD Student Card (ESC, EPSC) – a student’s/PhD student’s ID card issued by a higher-education institution which issues ESC/EPSC cards that can be coded with Season Tickets. It can serve as a carrier of Season Tickets.

5. Coding – performing an electronic writing operation on the Card or Electronic Student/PhD Student Card.

6. E-Ticket – a carriage document in electronic form entitling the passenger to travel on public transport vehicles providing transport services for ZTM in accordance with the applicable tariffs and regulations on travelling on public transport vehicles in Lublin. It is available in the following forms:

a) Personalised Season Ticket – coded on Personalised Cards and Electronic Student/PhD Student Cards (ETC, ESC/EPSC, FTC).

b) Single-ride/time-limited ticket – coded on ETC, FTC, BC.

The single-ride/time-limited ticket is a bearer ticket – failure to produce it during ticket inspection disqualifies you from making any complaints.

c) Family ticket – coded solely on FTC.
d) Bearer Season Ticket – coded on all types of Cards and on Electronic Student/PhD Student Cards (ETC, ESC/EPSC, FTC, BC) – failure to produce it during ticket inspection disqualifies you from making any complaints.

7. Ticket Machine – a fixed self-service terminal allowing, among other things, the purchase of tickets and Season Ticket coding.

8. Double-Function Electronic and Paper Ticket Validator – an electronic device used for validating single-ride/time-limited tickets, reading the content of the Card, ESC/EPSC, and testing the validity of E-Tickets.

9. CSO – The Customer Service Office of ZTM in Lublin.

10. CSD – Customer Service Desks selling E-Tickets.
11. TSP – the Ticket Sales Point (CSD) owned and managed by ZTM in Lublin.

12. Receipt – a printout from a coding terminal (including a Ticket Machine) confirming that the E-Ticket has been coded. The printout contains the date and hour of the transaction, the number and type of the E-Tickets, the designation of the Sales Point, Card number, code and description of the coded E-Ticket, its price, Season Ticket validity start and end date (a Ticket Machine receipt may only contain the ticket validity end date).

13. Cash-register receipt – a printout from a cash register confirming the payment for an E-Ticket.

14. Application – a form filled in to obtain a Card or allow the coding of a Season Ticket on a ESC/EPSC. Applications are available at TSPs, on www.ztm.lublin.eu and in selected CSDs indicated on www.ztm.lublin.eu.

15. Application for Family Ticket Cards and Family Ticket coding – a form filled in to obtain a Family Ticket Card or allow the coding of the Family Ticket for eligible persons, pursuant to Resolution No. 762/XXXIII/2009 of the Lublin City Council of 18 June 2009 (i.e. Resolution No. 225/XIV/2011 of 20 October 2011, as amended). The application form for Family Ticket Cards and Family Ticket coding is available at the TSP and on www.ztm.lublin.eu.

16. Complaint form – a form filled in to submit a complaint in connection with losing the Card, its failure, damage or the need to update the personal data recorded on it. The complaint form is available in the CSO.

17. CD – the Complaints Desk of the ticket distributor running sales with the use of Ticket Machines and the on-line shop, which accepts complaints regarding the incorrect course of transactions performed via the Ticket Machines or the on-line shop on www.ztm.lublin.eu during the purchase of tickets. The locations of Complaints Desks for respective distributors are available in the Ticket Machines, on the website of the on-line shop, and on www.ztm.lublin.eu.

18. Passenger Web Portal – an on-line platform containing all the information regarding the Card and the rules of using the Card.

19. On-line shop – an on-line platform serving as a Ticket Sales Point in an electronic form, allowing payment for a Season Ticket.

20. On-line shop transaction confirmation – information generated by the on-line shop system (in a printable form) containing the confirmation of the purchase of a ticket via the on-line shop including a unique transaction number.

§2
General information

1. At any given time, the user may own only one active personalised E-Ticket carrier (ETC, ESC, EPSC).

2. The first Card is issued to the User free of charge.

3. An application to issue the Card or adjust an Electronic Student Card is available at the TSPs, selected CSDs indicated on www.ztm.lublin.eu. It may also be filled in electronically via the www.ztm.lublin.eu website.

4. Only verified Applications which have been accepted by the receiving person authorised by ZTM to verify Applications will be processed.

5. An incomplete or incorrectly filled in Application does not form a basis for issuing the Card.

6. The Cards and ESCs/EPSCs are personalised within 5 business days from the day following the submission of the application at ZTM.

7. Upon a joint decision, the Cards which are not collected will be destroyed along with the Applications and attached photographs 3 months after their personalisation date.

8. The Card is valid for 10 years from its personalisation date.

9. The Card must not be broken, bent or otherwise mechanically damaged (e.g. perforated or cut).

10. The Card should not be exposed to high and low temperatures, chemical agents and strong magnetic or electrical fields.

11. If the Card is lost or damaged or if the personal data on the Card has changed, a duplicate of the Card can be obtained from the CSO after filling in a complaint form and paying the handling fee.

12. A change to the personal data which does not require the issue of a replacement card (e.g. a change of address) is performed at the CSO after filling in a complaint form and submitting a statement, subject to penal liability, confirming the range of changes. Updating the Card is free of charge in this case.

§3
Application submission and Card issuance

A. Personalised Card – E-Ticket Card (ETC)

1. The following steps are required to obtain the E-Ticket Card:

a) go to a TSP or a selected CSD and submit a correctly filled in Application along with a recent 2.5 x 3.0 cm photograph of you

b) produce your identity document with a photograph in order to verify the data entered in the application.

2. The following steps are required to submit the application on-line:

a) attach a photograph in jpg format, size 25 x 30 mm, resolution 300 dpi,

b) authorise (by clicking) the activation link sent to your e-mail address entered in the application in an automatic message from ZTM. Applications sent but not authorised will be deleted after 7 days from the date of receiving the Application, which will be equivalent to not submitting the Application,

c) go to TSP No. 1 located on al. Kraśnicka 25 with an identity document.

3. If the Application concerns a minor, it should be filled in, submitted and confirmed by the minor’s parent or legal guardian, who should also collect the Card. A document confirming guardianship over the minor is required. Persons over 13 years old may perform the above action without a legal guardian, after showing a valid school ID card or other identity document.

4. The Applicant collects the Personalised Card in person at the TSP or CSD in which he/she has submitted the Application, after showing an identity document.

5. It is possible for a third party to collect the Card on the basis of a written authorisation issued by the Applicant.

B. Personalised Card – Family Ticket Card (FTC)

1. The following steps are required to obtain the Family Ticket Card:

a) submit a correctly filled-in Application for the Family Ticket Card at the TSP and code the Family Ticket, which is subject to verification and acceptance by the TSP employee receiving the said Application,

b) produce documents confirming that the family is entitled to use a family ticket (i.e. confirming the family’s permanent residence within the Lublin gmina (municipality) and the fact of having at least four children, e.g. guardians’ identity documents, children’s abbreviated birth certificates or their school/student IDs, disability certificates).

2. The Applicant should collect the Family Ticket Card in person at the TSP after showing an identity document.

3. Each member of a multi-children family is entitled to one Family Ticket Card.

4. Each entitled member of a multi-children family receives the first Family Ticket Card free of charge.

C. Bearer Card

1. The Bearer Card is issued at the TSP or the Paid Parking Zone Office free of charge on the purchase of a Bearer Season Ticket or on the purchase of Electronic single-ride/time-limited tickets for a total amount of at least PLN 50, or with a top-up with funds for Paid Parking Zone Fees.

2. The Bearer Card may have a Bearer Season Ticket coded, along with funds for Paid Parking Zone Fees. Failure to produce a Bearer Season Ticket during ticket inspection bars any complaints against a payment notice.

3. The Bearer Card is not subject to complaints, excluding complaints relating to technical faults.

§4
The rules for activating the Electronic Student/PhD Student Card as a carrier of public transport tickets.

1. The following steps are required to adapt (activate) an ESC/EPSC card as a carrier of Season Tickets:

a) submit a correctly filled-in Application at the TSP or by electronic means through the www.ztm.lublin.eu website. The Application is subject to verification by an authorised employee,

b) in the case of on-line applications, authorise (by clicking) the activation link sent to your e-mail address entered in the application in an automatic message from ZTM. Applications sent but not authorised will be deleted after 7 days from the date of receiving the Application, which will be equivalent to not submitting the Application,
c) go to TSP No. 1, located on al. Kraśnicka 25, with the Electronic Student/PhD Student Card,

d) present the Electronic Student/PhD Student Card for verification by a TSP employee in terms of its adaptation as a carrier of Season Tickets.

2. If an ESC/EPSC cannot be adapted to purchase public transport tickets due to a technical fault, it is obligatory to issue the Card. In such a case the Card will be issued free of charge.

§5
Rules for ticket coding

A. Season Tickets / Bearer Tickets
1. The Card can have two different Season Tickets coded at the same time.

2. The coding takes place at a CSD or on Ticket Machines. The locations are shown on www.ztm.lublin.eu.

3. The coding of tickets purchased via the on-line shop takes place in the following locations, as shown on www.ztm.lublin.eu:

a) CSDs,
b) Ticket Machines. 
A ticket paid for via the on-line shop is not valid until it is coded by the User on the Card/ESC/EPSC.

4. To purchase a ticket:

a) at a CSD/TSP, the passenger gives the Card/ESC/EPSC to an employee and informs him/her of the type and validity period of the Season Ticket.

b) on a Ticket Machine – coding is performed individually. The User places the Card/ESC/EPSC in the properly marked place and follows the instructions displayed on the Machine’s interface.

5. Each time the Season Ticket is coded, a Receipt is issued. The User of the Card/ESC/EPSC is obliged to verify the consistency of the data on the Receipt with the desired Season Ticket.

6. The confirmation of payment for a Season Ticket purchased at a CSD is a cash register receipt which is required for potential complaints.

7. A Season Ticket can be purchased no more than three months in advance.

8. The end date and type of the coded Season Ticket can be checked using the Double-Function Ticket Validator present on every public transport vehicle, a coding terminal at a CSD, TSP or CSO or a Ticket Machine, and also via the Passenger Web Portal.

B. Single-ride/time-limited tickets

1. The Card can have two different single-ride/time-limited tickets coded at the same time.

2. The coding of single-ride/time-limited tickets takes place at a CSD. The locations are shown on www.ztm.lublin.eu.

3. To purchase a single-ride/time-limited ticket at a CSD, the passenger gives the Card to a CSD employee and informs him/her of the type and number of desired tickets.

4. Each time the single-ride/time-limited Ticket is coded, a Receipt is issued.

5. The User of the Card is obliged to verify the consistency of the data on the Receipt with the desired single-ride/time-limited ticket.

6. The confirmation of payment for a single-ride/time-limited ticket purchased at a CSD is a cash register receipt.

7. The type and number of the coded single-ride/time-limited tickets can be checked using the Double-Function Ticket Validator present on every public transport vehicle.

C. Family tickets

1. The coding of Family Tickets can be performed only at a TSP with a Family Ticket Card (FTC).

2. All copies of the family ticket to which a given family is entitled are issued with the same validity period.

3. The validity period of a Family Ticket can be checked using a Double-Function Ticket Validator present on every public transport vehicle, a coding terminal at a CSD, TSP or CSO or a Ticket Machine.

§6
The rules for adding funds allowing the payment of Paid Parking Zone Fees

1. Funds allowing the payment of Paid Parking Zone Fees can be added to any Card in the Paid Parking Zone Office.

2. A person who does not have a previously issued Card but wants to add funds for the payment of Paid Parking Zone Fees, receives a Bearer Card free of charge on making such a purchase.

3. The top-up amounts for Paid Parking Zone Fees, including the minimum amount entitling the user to obtain a Bearer Card, are determined by the Paid Parking Zone operator.

4. The funds coded on the Card allowing the payment of Paid Parking Zone Fees can be used to make payment in any parking meter operating within the Paid Parking Zone in Lublin.

5. The detailed rules for using the Card for the Paid Parking Zone, including the rules for top-up, payment in parking meters and complaints in this respect are laid down in additional rules and regulations, which are available in the Paid Parking Zone Office.

§7 
The rules for using the Card/Electronic Student/PhD Student Card

1. A Card/ESC/EPSC with a coded Personalised Season Ticket may be only used by the person whose personal data is recorded on the Card/ESC/EPSC.

2. A Card with coded single-ride/time-limited ticket can be used by the person whose personal data is recorded on the card, and also a person travelling with him/her, for whom a ticket recorded on the Card has been validated.

3. A card with a coded Personalised Season Ticket (discount) may be used by the person whose personal data is recorded on the Card and who is entitled to the discount.

4. The Family Ticket Card with a coded Family Ticket can be used by a family member whose data is printed on the Family Ticket Card, individually or jointly with other entitled persons, pursuant to the rules for using family tickets specified in Resolution No. 762/XXXIII/2009 of the Lublin City Council of 18 June 2009, as amended.

5. A Card/ESC/EPSC without a coded valid Season Ticket, a Receipt, or the fact of paying for the Season Ticket on a website, do not entitle the passenger to travel on public transport vehicles providing transport services commissioned by ZTM.

6. Single-ride/time-limited tickets coded on the Card, if they are not validated for a given ride, and the Receipt only do not entitle the passenger to travel on public transport vehicles providing transport services commissioned by ZTM.

§8
The rules for Season/single-ride/time-limited tickets on public transport

1. The inspection of E-Tickets coded on the Card/ESC/EPSC can be performed only by persons authorised by ZTM.

2. During inspection, the passenger must provide the Card/ESC/EPSC to the inspector in a way that enables him/her to check the validity of the E-Ticket.

3. Using a card reader, the inspector checks the contents of the passenger’s Card/ESC/EPSC, including the validity of the E-Ticket, and whether the Card is not on the list of blocked cards.

4. During inspection, the inspector has the right to request an identity document from the passenger and, if the passenger is using a discount E-Ticket, also a document entitling the passenger to the discount.

5. If the passenger is using a Personalised Card issued on his/her name with coded single-ride/time-limited tickets, which he/she has validated for himself/herself and for an accompanying person, he/she must inform the inspector about this fact.

6. During inspection, the inspector has the right to confiscate and submit for ZTM’s verification the personalised carrier (Card/ESC/EPSC) if he/she finds that:

a) it is being used by a passenger who is not entitled to it,

b) the Card is blocked.

In such a case an additional fee is charged to the passenger.

§9
The complaints procedure

1. The basis for a complaint is a cash register receipt or a receipt generated by a ticket machine, or, in the case of on-line purchases, a transaction receipt confirming the purchase of a given season ticket.
2. A cash register receipt or a receipt generated by a ticket machine may not serve as the basis for a complaint if it is damaged to an extent which renders it unreadable.
3. Should a ticket coded by a Customer Service Desk (CSD) not meet the passenger's expectations, he/she will have the right to lodge a complaint with the same CSD in which the ticket was purchased, within its office hours and on the day of purchase, after producing a cash register receipt. An incorrectly coded ticket may be replaced subject to an additional fee (where the new ticket costs more than the original one) or with a refund of the difference in price (where the new ticket costs less than the original one). In the case of Single-ride/Time-limited tickets, a complaint will be processed only if none of the tickets purchased in the batch has been validated. 
4. Where an amendment which will not affect the transaction’s value needs to be made to the coded data (e.g. a line number for tickets for one or two lines or the validity period of a season ticket), a complaint may be lodged with the Customer Service Office. Such an amendment will be made once the complaint is decided in the passenger’s favour.
5. Where a technical transaction is incorrectly processed by a ticket machine, e.g. if the Card or debit card is stuck in the machine, the transaction does not proceed despite being paid for, the account is incorrectly debited (in the case of debit card payments), the machine doesn’t give or gives the wrong change, the machine doesn’t print a cash register receipt or a fiscal receipt – the passenger will have the right to lodge a complaint with the operator of the ticket machine via the Complaints Desk.
6. A card in which a manufacturing defect has been found that prevents the coding or decoding of a coded ticket, may be replaced free of charge at the Customer Service Office (CSO), after the passenger fills in a Complaint Form available there.
7. A passenger who has lost his/her Card or ESC/EPSC with a coded and valid E-Ticket should report this immediately in writing to the Customer Service Office. Once the passenger fills in the Complaint Form, his/her lost Card/ESC/EPSC is blocked, which prevents the tickets from being decoded.
8. ZTM is not responsible for an unauthorised use of a Card/ESC/EPSC after its owner loses it and before he/she reports this fact to the CSO. 
9. Where a duplicate Card is issued, single-ride/time-limited tickets coded on the Card may be restored no sooner than by the next business day after its loss is reported to the CSO.
10. Complaints regarding transactions carried out via the on-line shop with regard to the correctness of the ETC/ESC/EPSC number and the type of ticket are examined by the CSD.
11. In cases referred to in point 7 of this section and par. 2 (11)(12), issuing a new Card will require the filling in of the Complaint Form and the reimbursement of costs incurred by ZTM in the personalisation of the new Card.
12. The complaint procedure for the topping-up of funds for parking within the Paid Parking Zone (PPZ) is published in the relevant Rules and Regulations available at the PPZ Office.

§ 10
The Rules for use of the Passenger Web Portal

1. The Passenger Web Portal contains information on the Card, e.g. how to obtain a Card, the applicable regulations, and detailed information on E-Tickets coded on the Card.

2. In order to gain access to details on transactions carried out with a given Card, and to check the validity of the tickets coded on the Card, a passenger must set up an account on the Web Portal.

3. A passenger may set up an account provided that he/she owns an ETC/ESC/EPSC as a carrier for season tickets and signs up to the Web Portal by providing the required details.

4. Prior to using the Passenger Web Portal, the Client is required to read and accept its Rules and Regulations.

§ 11 
Using the Card for other services

1. Using the Card for services/activities offered by other entities/organisers (which includes their coding of data or their reading off the Card) requires consultation and agreement between such an entity/organiser and the Urban Transport Authority.

2. Where the Card is used for services other than urban transport tickets in Lublin, the entity responsible for transactions carried out with or via the Card will be the entity providing such services.

3. Using the Card for other services does not exclude nor prejudice its being used as a carrier of tickets for urban transport services in Lublin.

§ 12 Final provisions

1. Each communication issued by the Urban Transport Authority on the Instructions for the Use of the E-Ticket Card, or amendments thereto, will be published on the website of the Urban Transport Authority in Lublin and on the announcement board in the headquarters of ZTM at Al. Kraśnicka 25 in Lublin, and will also be available at E-Ticket Card Sales Points.
2. The Instructions for the Use of the E-Ticket Card, as announced in the Communication of the Public Transport Authority in Lublin of 4 April 2013, are no longer valid.
3. The provisions of these Instructions for the Use of the E-Ticket Card are applicable from the date of their publication, and also to cases instituted but not yet resolved under the Instructions binding to date.