Ticket and Payment Terms

Nysse transport

The ticket and payment terms of Tampere Regional Transport Nysse are applied to the public transport trips and tickets provided by Nysse. Nysse provides public transport and develops well-functioning mobility in the Tampere region. Nysse’s area of responsibility includes eight municipalities: Tampere, Kangasala, Lempäälä, Nokia, Orivesi, Pirkkala, Ylöjärvi, and Vesilahti.In addition to the area of our authority, the Nysse ticket system is used in the public city transport in Valkeakoski.

A customer who uses public transport trips and services provided by Nysse is responsible for reading through these terms and conditions and acting in accordance with them. These terms and conditions become valid on 1 October 2021 and replace the previous ticket and payment conditions. The conditions are subject to change. The payment conditions valid at the time and further information about the tickets are available at nysse.fi/en and from Nysse customer service. 

Contents

1. The terms used in the conditions and their explanations 

Customer service is the Nysse customer service point authorised for processing enquiries and loading, selling and distributing all ticket types. 

Customer registers are payment system registers and customer service registers maintained by Nysse: the travel card system customer register, the customer feedback register, the user register for the Nysse.fi online service, and the benefit ticket register. The City of Tampere acts as the controller of the information collected by Nysse.

A benefit ticket is a personal ticket product issued with certain conditions and it contains special benefits, such as a student season ticket, employment ticket or school transport subsidy ticket.

A holder-specific Nysse Card is a travel card sold to individuals, companies or organisations, onto which holder-specific tickets can be loaded. The information of holder-specific travel card buyers is not entered in the customer register and, therefore, the card cannot be blocked or replaced if it goes missing.  A holder-specific Nysse Card is suitable for communal use in companies or families. 

A holder-specific ticket product is defined for a specific age group and the ticket may be used by any person who is part of the same or lower age group. 

A personal Nysse card is a travel card that can be sold to a person with a Finnish personal identity code and can be used for all age group-based holder-specific tickets, as well as personal tickets with specific terms and benefits. Customer information is entered into the Tampere travel card system’s customer register. 

A personal ticket product is a ticket issued with certain conditions and which contains special benefits, such as a student season ticket, employment ticket or school transport subsidy ticket. 

The price ceiling is a feature related to contactless payment in which the background system calculates the most inexpensive ticket for the customer at a certain time, based on trips completed.

A cardholder is a person who has the right to use a personal, holder-specific or company/organisation-specific Nysse Card. 

Card history is a list of the most recently loaded Nysse tickets and specific events. 

A ticket machine is a reader on the vehicle or platform which reads travel cards, QR codes and contactless payment.A QR reader is a reader on the ticket machine that reads tickets, QR single tickets or event tickets on mobile devices. 

Sales points or outlet points are authorised Tampere Regional Transport retailers that offer a limited selection of tickets. 

The Nella.fi online service is an online shop for tickets to be loaded onto a travel card. Through Nella, you can order a travel card, purchase value, season or benefit tickets and gift cards, and check the balance of your travel card.

The Nysse Card is a joint term for personal, holder- and company-specific travel cards. The card is also referred to as the travel card. 

Service provider is a transport operator, dealer or other such party that has signed a service contract with Tampere Regional Transport. 

Non-default trip is a trip outside the default zones of the ticket and can be paid for with a travel card value ticket.  A non-default trip is selected on the ticket machine screen and the non-default setting is valid for 90 minutes.

Tampere Regional Transport is managed by a public transport service unit, which is part of the City of Tampere organisation’s Urban Environment and Infrastructure Services, and which plans the public transport’s traffic zones, route lines, and schedules in the Tampere Central Region, and orders and, if necessary, invites tenders from public transport operators, and maintains payment and ticket systems, and plans and implement public transport communications and marketing. 

Joint Local Transport refers to an agreement between Tampere Regional Transport and certain private operators on a joint ticket and fare system in the Tampere region.

2. Tickets and how to use them

The customer is responsible for acquiring the correct ticket valid for the correct zones. For example, you can use the nysse.fi online service and Nysse journey planner to see which routes and means of public transport you should use to get to your desired destination and what type of ticket you need for the trip. Instructions about the tickets and routes is also available on the Nysse stops.

The customer is always responsible for verifying their right to the trip at the machine ticket of the bus, tram or platform. A person travelling without the correct and verified ticket can be issued a penalty fare of EUR 80.

Travel car

Purchising a travel card

A travel card can be purchased through the Nella.fi online service (personal travel cards) or the Nysse customer service point.  A travel card for a minor can be purchased from the Nysse customer service or the Nella.fi online service by Suomi.fi identification. A payment pursuant to the valid price list is charged for the card. The Nysse logo and a card identification number are printed on the card.

 Customers accept these terms and conditions upon ordering or receiving a travel card. When a travel card is handed over to a customer, a customer relationship is formed between the customer and Tampere Regional Transport, and this relationship shall remain effective until terminated by one of the parties. Compliance with these terms and conditions is a prerequisite for a valid customer relationship.

 Handling and service life of a travel card

Travel cards have a five years warranty, effective from the day of purchase. Card owners and cardholders are responsible for handling their travel cards with care during the cards’ warranty period. When a card is no longer in use, it can be either kept or returned to the customer service point for disposal. Customer relationships can be terminated at the customer service point.

 Travel cards endure everyday use under normal conditions. Cards must not be modified, reproduced, cut, folded, perforated or broken.

 A travel card that has been damaged during the guarantee period for reasons other than the user’s negligence will be replaced free of charge at the customer service point. If it can be clearly shown that a travel card has not been handled appropriately or that it has been intentionally damaged, the currently valid card fee and processing fee will be charged for a new card.

Use

Travel cards topped up with tickets can be used for paying fares with Tampere Regional Transport. Payment methods vary between different means of transport. The different payment conditions can be checked from the nysse.fi website.

A travel card is always verified at a ticket machine when boarding the vehicle. When a ticket is valid, the customer can transfer from one vehicle to another.

If the primary card reader does not work, the ticket and right to a transfer is inspected using the other reader in the vehicle or a ticket inspector’s reader. If the card is defective, the customer must purchase the ticket in some other way. A defective card is replaced at the customer service for a fee, excluding a technical error.

The travel card can also be used for other services offered by service providers who have signed a contract with Tampere Regional Transport (e.g. indoor swimming pools).

Tickets to be loaded onto a travel card

Tickets can be bought for the travel card from sales points and public transport customer service. Tickets for personal and company-specific travel cards can also be purchased using the Nella-fi online service. Travel cards can be topped up with one ticket product or a combination of products (e.g. a season ticket and a value ticket). 

Season ticket

Season tickets are sold for periods of 30, 90 and 360 days. The ticket is valid for trams, buses, and Nysse area train trips. The period begins at the first trip and comprises an unlimited number of trips in the zones selected.

A new season ticket can be purchased during the still valid period, as the new ticket becomes valid on the trip following the end of the previous period.

You can only pay for your own trip with a season ticket. The 90-day season ticket can only be purchased through the Nella.fi online service, and only for two zones and adult age groups.

Value ticket

A value ticket is monetary value loaded onto a travel card with which you can pay for a single ticket for a tram or bus, night fare, another person’s ticket, and some public sports services. The price of the ticket is charged from the balance loaded onto the travel card (max. €120), in accordance with the zones selected.A value ticket is valid for 90 minutes after the travel card has been used at a ticket device for the first time.

You can change the zones for an individual trip (a non-default trip) at a tram or bus ticket device before paying for the trip.

Ticket reimbursement

Refunds for unused tickets

A refund for unused tickets loaded onto a personal travel card can be requested at the customer service point. For that, you need your travel card and ID. The refund amount is based on the ticket fare at the time it was loaded onto the card. Possible refund methods:

  • converting the remaining value of a seasonal ticket into a value ticket
  • paying the balance of a value ticket to the customer in cash
  • paying the price of an unused seasonal ticket to the customer in cash
  • a gift card.

If the request for a refund is based on changes in the customer’s life circumstances (e.g. long-term hospitalisation, illness or unemployment), tickets remaining on the card at the time the card became unnecessary can also be taken into account. If the request for a refund in arrears is based on the customer’s temporary inability to use the ticket (for over five (5) days, e.g. due to hospitalisation or illness) for a certain period of time during the ticket’s validity period, a refund can only be considered regarding tickets whose usage information is available. A refund requires sufficient proof of the inability to use the tickets.

If a card owner passes away, their next of kin or estate can request a refund for the tickets remaining on their travel card.

A handling fee according to the valid price list is always charged for refund. When refunding Season Tickets valid for longer than 30 days, the handling fee is charged for the ongoing period as well as for each full remaining 30-day period (a maximum of six periods in total). If the refund sum is smaller than the handling fee, no refund is payable. Tickets on holder-specific travel cards cannot be refunded. Benefit tickets cannot be refunded because their value is fully or partially subsidised.

Incorrect ticket top-ups

Incorrect ticket top-ups are primarily corrected at the top-up point where the mistake was made. If the mistake cannot be corrected at the original top-up point, the request for correction is processed at the customer service point according to the Tampere Regional Transport guidelines. If it can be clearly shown that the incorrect top-up was due to the customer’s mistake or carelessness, the ticket is processed as unused (see previous section).

If it can be clearly shown that the incorrect top-up was due to the service provider’s mistake, the ticket is processed as unused, as outlined above, but no handling fee will be charged. The request for correction must be made within two months after the customer notices or should have noticed the mistake. Reasonable travel expenses incurred by the mistake can be refunded to the customer (two advance Nysse single tickets at maximum).

Incorrect charges on value tickets

Incorrect charges on value tickets can be restored to the travel card or refunded in cash or as an electronic gift card.

Request for correction concerning incorrect charges for value tickets must be made within two months after the customer notices or should have noticed the mistake. The requests for correction are processed at the customer service point according to the Tampere Regional Transport guidelines.

If the incorrect charge was made by a service provider other than Nysse (e.g. an indoor swimming pool), this service provider will handle the correction.

Other enquiries and refunds

Other requests for correction in relation to payment methods, travel cards and travelling must be made within two months after the customer notices or should have noticed the mistake. The enquiries are processed at the customer service point according to the Tampere Regional Transport guidelines.

Upon making a request for correction, the customer must present proof of their identity as well as appropriate proof of what has happened. If a customer cannot visit the customer service point in person, another person can act in their place by power of attorney.

If a request for a refund and/or complaint is accepted, reasonable costs incurred for the customer by the mistake will be compensated in keeping with the currently valid consumer protection regulations. Refunds can be calculated for seasonal tickets loaded onto travel cards that have not been used fully or at all as well as for unused tickets as outlined in “Refunds for unused tickets” above. In addition, refunds can be paid in arrears

  • for used value tickets according to the fares valid at the time and
  • for used seasonal tickets, based on the ticket fare at the time it was loaded onto the card.

If the request for a refund in arrears is based on the customer’s temporary inability to use the ticket (for over five (5) days, e.g. due to long-term hospitalisation or illness) for a certain period of time during the ticket’s validity period, a refund can only be considered regarding tickets whose usage information is available. The loss of ticket value is calculated by comparing the total ticket price with the value of trips completed with the ticket (number of fares multiplied with the valid value ticket fare during the time in question). If the total ticket price is lower than the value of trips completed, no refund is payable.

A handling fee is charged if the need for a refund was caused by the customer’s mistake, carelessness or inability to use the ticket days (over five days, e.g. due to long-term hospitalisation or illness). When refunding Season Tickets valid for longer than 30 days, the handling fee is charged for the ongoing period as well as for each full remaining 30-day period (a maximum of six periods in total). If the refund sum is smaller than the handling fee, no refund is payable. If the need for a refund was caused by a service provider’s mistake, no handling fee is charged.

The card fees will not be refunded. Benefit tickets cannot be refunded or returned, as their value is fully or partially subsidised. Separate refund guidelines will be issued for cases of extensive public transport operation interruptions such as strikes. Temporary service issues (e.g. missing a single bus service, running ahead of or behind schedule) are generally not valid causes for compensation. However, compensation can be paid on a case-to-case basis upon application to Tampere Regional Transport.

Termination of travel cards and customer relationships

A card owner has the right to terminate their travel card and customer relationship at the customer service point at any time. Proof of identity must be presented. If a card owner returns their personal travel card, any tickets remaining on the card will be redeemed. These tickets are processed as unused, as outlined above.

If a customer cannot visit the customer service point in person, another person can act in their place by power of attorney. If a card owner passes away, their next of kin or estate can request a refund for the tickets remaining on their travel card.

A handling fee according to the currently valid price list is always charged for this. When refunding season tickets valid for longer than 30 days, the handling fee is charged for the ongoing period as well as for each full remaining 30-day period (a maximum of six periods in total). Tickets cannot be redeemed if the redeemed value is lower than the handling fee, if the travel card is not returned, or if the travel card is holder-specific.

Nysse is entitled to terminate a customer relationship if the terms and conditions are not met. In order to maintain the customer relationship, the customer must observe Nysse’s ticket and travel terms and conditions. Customer information stored in the customer register is retained for one year after the termination of customer relationships. The information stored in the register is itemised in the register description.

Nysse Mobiili

The Nysse Mobiili application can be used to purchase single and day tickets and student season tickets. The mobile ticket is valid for the tram, buses, and Nysse area train trips. The ticket is valid from the time of the purchase. 

The purchasing of a ticket cannot be cancelled. The receipts for purchases can be viewed in the mobiilinysse.fi/en service. 

You can pay using a Visa, Visa Electron or Mastercard card. Single and day tickets can also be paid with a phone bill (mobile payment), for example. Download the application from Google Play or the App Store

A ticket purchased through the application must be verified for each trip. Put your phone under the ticket machine, screen up, allowing the ticket machine to read the QR code on the ticket. The ticket must be presented to a driver or inspector upon request. 

You can use Nysse Mobiili without registering. By registering a username, the user can manage their user data on new devices, for example, when switching to a new phone. Data management is available at mobiilinysse.fi/en. No information about the payment card is saved on the application. 

The ticket must be purchased with the device it will be used on. The application can also be used to purchase a single or day ticket for another person on the same trip. Children aged 0–6 do not need a ticket when travelling with a parent or guardian. 

Single ticket 

A single ticket bought through Nysse Mobiili is valid for 90 minutes, starting from the moment of purchase. From midnight to 04.40 a.m., a night fare is added to the price of the ticket. 

Customer service processes the compensation applications and complaints on a case-by-case basis..

Day ticket 

A day ticket bought through Nysse Mobiili is valid for 24 minutes, starting from the moment of purchase. No night fare is charged. 

Customer service processes the compensation applications and complaints on a case-by-case basis.

Season ticket 

A student season ticket bought through Nysse Mobiili is valid for 30 days, starting from the moment of purchase. No night fare is charged. The right to the ticket is checked from the Studyinfo service. 

Customer service processes the compensation applications and complaints on a case-by-case basis.

Contactless payment

Contactless payment can be used to pay for a trip in the Nysse bus and tram traffic. The night fare is charged between 00.00–04.40 am in addition to the normal fare. The ticket is valid for 90 minutes, starting from the moment of purchase. A price ceiling comparable to a transfer period is used during the validity of the ticket: for 90 minutes, the customer will not be charged a payment higher than a set price.

Visa, Mastercard and Eurocard payment cards with a contactless payment feature are accepted for contactless payment. Travel cards connected with mobile devices (mobile wallets), such as ApplePay, Pivo, and Google Pay, are also accepted. In order for the price ceiling to work correctly, you must always use the same payment card or mobile payment for the payment.

You can only pay for your own trip with contactless payment.

Use the contactless payment at the ticket machine of the bus or tram. You must also use the payment card at the reader device on a transfer trip so that the price to be charged is formed correctly (price ceiling). Use the ticket machine’s contactless payment button to select the payment method, after which you can select the correct zones. After this, the means of payment is presented to the reader on the ticket machine’s left side. The ticket machine screen shows whether the purchase was accepted, but not the price of the trip. No receipt of the purchase will be printed out, since the price to be charged from the customer is calculated in the background system based on the trips the customer makes during 90 minutes.

You can check the payments charged and the trips made from the customer portal (at nysse.littlepay.com). Use the payment card details to log in to the portal. The portal shows the trips made and the prices charged. There, you can also print out a receipt.

If the payment cannot be charged from the customer’s account, the payment card is recorded in the Nysse block list. In this case it cannot be used for contactless payment in the Nysse traffic. The card is removed from the list once the payment has been charged. The customer’s account is automatically requested to reimburse the debt for two weeks. After this, the payment card can only be removed from the Nysse block list through customer service.

Customer service processes the compensation applications and complaints on a case-by-case basis.

Special tickets, other tickets and other payments 

Paper single tickets

Paper single tickets are sold on buses, their validity period is 90 minutes from the moment of purchase. When a ticket is valid, the customer can transfer from one bus to another or to a tram.

The customer must keep the ticket for the whole duration of the trip and, upon request, present it to an inspector.

Advance single tickets

The validity period of a ticket sold in advance is 3 months from the moment of purchase and 90 minutes after the ticket has been used at a ticket device for the first time. The sales points are listed on the Nysse website, nysse.fi/en.

Event tickets

Nysse offers event tickets to different kinds of events. Event tickets are always agreed on a case-by-case basis and with the event organiser. An event ticket is a ticket equipped with a QR code the event participants use at the ticket machine.

Personnel ticket

The ticket can be issued to drivers and traffic personnel working in the Nysse traffic. A personnel ticket is personal and fixed-term season ticked bound to the calendar year. The ticket entitles the holder to an unlimited number of trips in all zones during its validity. A separate night fee will not be charged. If the travel card also contains a value ticket, the ticket machine will primarily read the personnel ticket.

The employee uses the NellaPro benefit application to maintain a register of the people entitled to the ticket. It is the employee’s responsibility to remove the benefit from the travel card if the employment ends during the ticket’s validity period.

Veteran ticket

Finnish war veterans who have front-line-veteran or minesweeper status (home municipality Tampere, Pirkkala, Nokia, Kangasala, Lempäälä, Ylöjärvi, Orivesi or Vesilahti) travel free of charge in all zones.

Customer service grants the personal benefit to a personal travel card. You can get a veteran ticket by presenting a front-line, active service, front-line, or MR identifier (front-line-veteran ruling or a certificate of participation in minesweeper duties granted by military archives or a Kela card with an R or MR identifier).

Employment ticket benefit

An employment ticket is a value or season ticket fully or partly paid by an employer. The employer decides on the ticket selection it provides its employees with and the amount of the aid component. The ticket can be used for both work and leisure trips. You can get the benefit for your ticket through customer service or the Nella.fi online service.

Night fare 

In Nysse traffic, a night fare is charged in addition to the normal fare from midnight to 04.40 a.m. A transfer trip made after midnight is only subject to a night fare. 

In case of a travel card, the night fare will automatically be charged from a value ticket if there is enough value left on it. When using a mobile ticket or contactless payment, the night fare is automatically charged to the payment card when purchasing the single ticket.  The extra night fare alone cannot be charged to the value ticket. If the travel card does not have enough value left, the night fare can be paid to the driver in cash. 

No night fare is charged from those entitled to a free trip. The night fare is included in the day and event tickets and mobile student season tickets. 

3.  Right to travel without a ticket

Children

Children aged 0–6 may travel free of charge with a paying customer or person otherwise entitled to the trip. In groups, a maximum of six small children may travel per one paying customer. 

Persons travelling with a pram or stroller

A customer who has a child in a pram or stroller and the children aged 0–6 they have with them may travel on buses and trams free of charge. On trains, the VR instructions are to be observed. An empty or folded stroller or a baby sling does not entitle you to free travel. 

Finnish War Veterans

The right to travel free of charge is granted on the travel card at customer service. You must bring the travel card and front-line or minesweeper identifier with you. The veteran’s home municipality must be Tampere, Pirkkala, Nokia, Kangasala, Lempäälä, Ylöjärvi, Orivesi or Vesilahti.

Passengers with reduced mobility

Wheelchair users and their assistants travel free of charge.

Those using an electric wheelchair can travel on trams, but when it comes to buses, only vehicles marked with the wheelchair sign can transport electric wheelchairs.

Rollator users travel free of charge. 

Electric scooters are not transported due to safety reasons.

Disabled persons’ assistants

An assistant can travel with Nysse free of charge, if the person they are assisting have the A marked EU disability card.

If the assistant is not entitled to a free trip due to some other reason, they pay for their trip as normal.

Assistants must travel and leave the bus in the company of the person they are assisting. 

4. Bicycles, luggage and pets 

According to the guidelines, harmless normal pets may travel on the bus or tram under their owner’s responsibility if there is room on the bus. Police dogs, guide dogs for visually impaired passengers, and assistance dogs for passengers with reduced mobility and assistance dogs under training are always allowed on buses and trams. 

No fee is charged for luggage. The driver may decide on taking big items on board according to the situation. 

Modes of transport not subject to a charge

There is only a limited amount of space for different kinds of aids and means of transport. The items transported free of charge are

  • rollators 
  • folded bicycles 
  • means of transport for children under the age of 7 
  • skateboards, folded scooters, and scoots 
  • small or one- or two-wheel hoverboards.

Modes of transport subject to a charge  

For the following modes of transport a single payment pursuant to the passenger’s age group and a night fare (from midnight to 04:40) is charged, in addition to the passenger’s own trip: 

  • bicycles of those aged seven or older 
  • electric bicycles and kickbikes 
  • large electric scooters and Segways 
  • large hoverboards. 

5. Discount groups 

Children 

A children’s ticket may be purchased by passengers aged 7–16. 

Youths

The discounted tickets for the youth age group can be purchased by passengers aged 17–24.

Students and schoolchildren 

The guardian of a pupil attending comprehensive school can apply for a school ticket with the basic education or private school of their home municipality. The school ticket includes one or two trips (transfers included) on every school day of the school year. 

Public transport discounts are available for full-time students, aged 17 or over, who study in an upper secondary school, a vocational institution, a higher education institution or a university. The studies should lead to a vocation or a degree and the duration of the academic year should be at least 8 months. The student benefit can be added to 30-day tickets purchased through Nysse Mobiili. 

Upper secondary education students are eligible for the Kela school transport subsidy. The application should be addressed to the education institution. 

Seniors 

From 9 a.m. to 2 p.m., all passengers aged 65 or older are entitled to a discount on a value ticked loaded onto a travel card. 

6. Zones

The Nysse area is divided into six payment zones, A–F. Passengers must always purchase a Nysse ticket for at least two adjacent zones. The zone is always indicated in the information of each stop on the Nysse schedule service, and the precise zone borders can be viewed on the Nysse journey planner. 

The zones of a value ticked loaded onto a travel card can be changed at the outlet point or customer service, if necessary. The zones of mobile tickets or a season ticket loaded onto a travel card cannot be changed. 

A trip outside the ticket’s default zones (a non-default trip) can be paid with the travel card value ticket when you use the ticket machine to select the zones and only present the card to the machine after the selection. 

7. Ticket inspection 

The ticket inspection in the Nysse traffic area are performed by the City of Tampere as actions taken by authorities. On trains, the inspections are organised by VR.  The operations of ticket inspectors are based on the act on penalty fares in public transport (469/79) and the act on maintaining order in public transport (472/77). 

The penalty fare of EUR 80 is issued if the passenger does not have the ticket entitling them to the trip.In order to continue the trip, the passenger must also purchase the ticket that entitles them to the trip.

The situations in which the penalty fare can be issued include: 

  • the passenger does not have a ticket or other right to the trip 
  • the right to the trip has not been confirmed (e.g. the travel card has not been presented to the reader) 
  • the passenger uses another’s personal ticket (e.g. a student ticket, Kela school transport subsidy ticket, school ticket, employment ticket) 
  • the ticket is not valid 
  • the passenger has a ticket of a lower age group: an adult has a youth or children’s ticket, a youth a children’s ticket. The senior discount can only be used by a passenger aged 65 or older. 
  • the passenger has the ticket of a wrong tariff (wrong zone, old tariff) 
  • the travel card has been blocked. 

Inspectors may wear civilian or official clothes. Inspectors have an inspector passport which they will show upon request. Inspectors wearing civilian clothes have the inspector passport on a visible place throughout the inspection. 

An inspector has the right to apprehend a customer travelling without a ticket. 

According to the act on penalty fares on public transport, the customer must, upon the inspector’s request, give their personal details. The penalty fare cannot be paid in the inspection situation with cash nor bank or credit card. A passenger who has been issued a penalty fare may demand that the inspector’s decision be changed. 

8. Strike or traffic service issues

For force majeure situations, such as natural disasters or an extensive disruption of bus traffic caused by a strike or work stoppage that concerns bus traffic, there are separate compensation instructions, but generally they do not entitle anyone to compensation.

Temporary service issues (e.g. missing a single bus service or a part of one, running ahead of or behind schedule) are not valid causes for compensation. In unusual situations people should use, where possible, other Nysse traffic lines or wait for a replacement service.  

In a situation in which no replacement service is available within a reasonable timeframe, the customer can be granted compensation, after case-specific consideration. The indirect costs caused for the customer by the unusual situation will not be compensated.

9. Traffic-related injuries

Transport operators are responsible for traffic-related injuries, and the possible claims for damages are processed with the transport operator and their insurance company. Each claim for damages is processed on a case-by-case basis.

A claim for damages can be delivered to the transport operator either directly or through customer service. The claim must state the precise time and place of the injury, direction of traffic, line, transport operator, and vehicle number.

10. Nysse service promise

The operations of Tampere Regional Transport follow three core values:

  • Easy and carefree

Our services are equally easy for both first-time users and more experienced passengers, from planning to the destination.

The customer wants to travel with us again and again.

  • Effective and responsible

We proudly bear the responsibility for our operations.

By taking care of our customers, employees and society we ensure the positive impact our operations have on the current and future generations.

  • Evolving and developing

We develop public transport with a customer-oriented approach, by listening the wishes of Tampere region residents and by anticipating their future needs.

Our attitude towards change is open.

Current and future services are developed in a bold and agile manner.

11. Terms and conditions of other Nysse services 

In addition to these terms and conditions, separate terms and conditions are applied to the use of the Nella-fi online service, NellaPro benefit ticket application, Nysse Mobiili, and city bicycle service:

  • Nella.fi online service
  • Nella Pro benefit ticket application
  • Nysse Mobiili
  • city bicycles.

The terms and conditions are available on the Nysse website.

12. Customer registers and data protection 

The EU’s General Data Protection Regulation (EU) 2016/679 provides those whose data is being processed (=data subjects) with diverse rights. The rights are applied in different ways, depending on the grounds for processing the personal data. For example, a person has the right to know whether their personal data is processed and which personal data is processed, and to request access to their own data. Data subjects also have the right to demand that incorrect personal data to be corrected.

The registers of Nysse payment system and customer service are

  • the customer register of the travel card system
  • the customer feedback register
  • the user register of the Nysse.fi online service, and
  • the benefit ticket register

The City of Tampere acts as the controller of the information collected by Nysse. The registers’ privacy statements are available on the City of Tampere website.

The developer and administrator of the Nysse Mobiili application is LMJ, TVV lippu- ja maksujärjestelmä Oy, which is also responsible for the service’s register.

The terms and conditions of all Nysse services are available on the Nysse website.

 

13. Applicable law and the settlement of disputes

The Finnish law shall be applied to these terms and conditions and the services, goods, service- and goods-specific terms and conditions referred to in these terms and conditions, and to the possible agreement concluded concerning the service or goods.

In dispute situations, the customer service must be contacted first.

If the dispute cannot be settled in negotiations between the parties, you as a consumer has the right to have the Consumer Disputes Board settle the matter. Before involving the Consumer Disputes Board, you should contact consumer counselling, otherwise the Consumer Dispute Board may leave the matter unprocessed.