The Public Transport Authority (PTA) is happy to replace SmartRider cards if they are determined to be a faulty card and no physical damage has been done to make it faulty. The most common form of damage to a card is cracks or dents on the cards surface, both of which will damage the electronics inside the card and render the card unusable.

The following steps should be taken if the card appears to be faulty but shows no sign of damage:
 
  • The student (or guardian) should phone the Transperth InfoLine on 13 62 13 (TIS: 13 14 50).       
  • The operator will check the details of the card on the SmartRider system and ask a few simply questions as to the nature of the problem.
  • If the SmartRider system shows no cause for the card not to be working properly, the student will be prompted to complete a Student SmartRider Faulty Card Report Form (Click here to download this form).
  • The next step for obtaining a replacement SmartRider card will be dependent on whether the student's school is a participating school or not (students will need to contact their school administration if they do not know whether their school is a participating school).                                                


Participating School                                           

Students will need to bring their completed form and faulty SmartRider card to their school administration and request that they place an order for a replacement card.

                                            

If there are no physical signs of damage the school will order a replacement SmartRider card for the student and send the card with the completed form to Monitor WA as advised on the form.


Upon receiving the faulty SmartRider card, Monitor WA will inspect the card for any physical damage. 

If the card is found to be faulty, a replacement SmartRider card will be sent to the school for the student to collect at no charge to the school or student. If the SmartRider card is not deemed to be faulty, the damage will be highlighted on the card and sent back to the school. It is the schools responsibility to provide the student with their returned, original SmartRider card. 

                                               

Non-Participating School

Students will need to send their completed form and faulty SmartRider card to the address provided on the form. If the card is found to be faulty, a new SmartRider card will be returned to the student with all details and funds from their faulty card transferred to their new SmartRider card.                                               

If the card is not found to be faulty, the card will not be replaced but returned to the student advising of the required action.