Stockton-on-Tees Borough Council

What if your pass doesn't work on the reader?

If your English National Concessionary Travel (ENCTS) pass doesn't work on the reader you will need to contact the council who issued you with the pass.

If your pass doesn't work because it has been reported lost or stolen to your issuing authority or if it has expired you will have to pay the normal full adult fare to travel.

If the problem has arisen because your pass is faulty, then the issuing authority will issue you with a replacement pass free of charge. You will still be allowed to travel but it is important that a replacement pass is ordered for you straight away.

You will keep the faulty pass until the replacement arrives. When your new pass is delivered, the old faulty pass will need to be either posted back to your issuing authority or handed in at a designated office or library. The old pass can then be sent for testing to find out why it hasn't worked.

If a faulty pass is repeatedly used over a period of time and the issuing authority has not been contacted for a replacement pass, then the faulty card will be hot listed to prevent its further use.

If your pass doesn't work and the bus driver tells you it needs to be changed, then each Tees Valley authority can be contacted on the following Hotline number:-

Hartlepool - 01429 523331 www.hartlepool.gov.uk
Middlesbrough - (01642) 729700 www.middlesbrough.gov.uk
Redcar & Cleveland - (01642) 444973 www.redcar-cleveland.gov.uk
Stockton-on-Tees - (01642) 528499 www.stockton.gov.uk

Remember, only the council that issued you with the faulty pass can order a replacement.