A Public Transport Official (e.g. an inspector, a bus captain, a bus interchange or station staff) on duty carries an Authority Card (AC) issued by PTC. He/she is identifiable by the uniform of the Operator that he/she works for. You can ask for proof of identity.

The AC shows the photo of the Public Transport Official, the employer (i.e. the Operators concerned), his/her name, NRIC, date of issue and card serial number.

A Public Transport Official must produce and show you his/her proof of identity (i.e. the AC) if you request to see it. If the Public Transport Official refuses to do so, then you do not have to pay a PF and any NTPF issued is invalid. When in doubt on the identity of the Public Transport Official that you are dealing with, please contact directly the Operators concerned to clarify, at:

• Public Transport Officials of SBS Transit: Hotline: tel: (1800-287-2727) | Email: (community@sbstransit.com.sg) 

• Public Transport Officials of SMRT: Hotline: tel: (1800-336-8900) | Email: (customer_relations@smrt.com.sg)

• Public Transport Officials of Go-Ahead: Hotline: tel: (6812-6466) | Email: (enquiries@go-aheadsingapore.com)

• Public Transport Officials of Tower Transit: Hotline: tel: (1800-248-0950) | Email:(feedback@towertransit.sg) 

Enforcement action will only be taken against commuters who have infringed the law. Commuters who feel that they have legitimate and meritorious grounds to seek leniency on the penalty fee imposed may lodge their appeals at the PTC website https://www.ptc.gov.sg/ via the e-appeal portal.

Each appeal will be investigated and evaluated carefully by the PTC.

The objective of the penalty fee system is to deter commuters from evading fares and therefore reduce fare leakage which in turn helps to safeguard the interests of bona-fide commuters who pay the correct fares. The ticketing system is designed and developed by the Land Transport Authority (LTA) in collaboration with the public transport operators (PTOs).

We understand that the LTA and PTOs strive to keep system error low. In instances of over-charging, the PTOs have to provide refunds for valid claims for over-charging. However, if there are under-deductions, PTOs have to absorb revenue losses. It is thus in the interest of the PTOs to ensure regular maintenance and smooth operation of the fare system, so as to minimise faults and fare charging errors.

For clarification on the ticketing system, commuters may approach the LTA via its toll-free hotline (1800-2255582) or email (feedback@lta.gov.sg). For filing of claims, commuters can contact the Transit Link by phone at (1800-2255 663), online at (www.transitlink.com.sg), or at any Transit Link Ticket Office.