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| What to do if your card appears faulty |
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| The Public Transport Authority (PTA) is happy to replace cards if they are determined to be a faulty card as long as the card has not been damaged. The most common form of damage to a card is cracks in the cards surface, or dents in the surface of the card, both of which will damage the electronics inside the card and render he card unusable.
The following steps should be taken if the card shows no sign of damage.
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- The student (or Guardian) should phone the Info Line on 136213
- The info Line will then check the details of the card on the live system and ask a few simply questions as to the nature of the problem.
- If the card is deemed to be faulty the Info Line should advise the student to fill out a faulty card form which can be downloaded from the PTA Web site at:
SmartRider - Faulty Card Report Form.pdf
- The student should be advised to take the completed form and their card back to their school and have the school order them a replacement card. The school should double check that there are no signs of physical damage to the card. If there are signs of damage the card will not be credited by the PTA and the student should be charged by the school as with a lost card.
- If there are no obvious signs of damage the school should re-order a replacement card for the student and send the card with its fault form into Monitor WA as advised on the form.
- Monitor WA will inspect the card and if deemed to be faulty a credit will be show to the school on the next invoice sent from Monitor WA. If the card is not deemed to be faulty the damage will be highlighted on the card which will be sent back to the school.
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