Annual Report 2007 Public Transport Ombudsman Limited Mission & Values

Our Mission Our mission is to receive, investigate and facilitate the resolution of complaints and disputes between users of public transport services in Victoria and Members of the Public Transport Ombudsman (PTO) scheme, where Members have been unable to resolve the complaint in the fi rst instance.

Our Values • Excellence in complaint handling and resolution • Independence and impartiality • Understanding the needs of our stakeholders • Trust, respect and fairness • Transparency, accessibility and responsiveness Public Transport Ombudsman Annual ReportPublic Transport 2007 2 Public Transport Ombudsman Annual Report 2007 3

Our policies, practices and procedures Our policies, practices and 27 Summary fi nancial statements Summary fi 24 Case studies 14 Our services 13 Planning and objectives 12 The PTO scheme The PTO scheme Directors Structure, Members and 10 Public Transport Ombudsman’s report Ombudsman’s Public Transport 6 Chairman’s message Chairman’s message 4 Contents 4 Public Transport Ombudsman Annual Report 2007

Chairman’s message next threeyears: strategic directionofthePTOschemefor two years,andtoidentifyaddressthe upon theprogressmadeinprevious Ombudsman throughouttheyeartobuild The PTOBoardworkedcloselywiththe set forthe2006/07yearwereachieved. Also, Iampleasedtoreportthatallobjectives the PTOscheme’s thirdfullyearofoperation. for theyearended30June2007.Itrecords I ampleasedtopresentthisAnnualReport incomingyears. transport whenmeetingthechallengesfacingpublic will beallthemoreimportant fostering higherstandardsofcomplainthandlingbyschemeMembers and whentheyarise.Hence,theroleofPTOschemeinpro-actively matters withinthePublicTransport Ombudsman’s(PTO)jurisdiction,as handling arerequiredtomanagecomplaintsaboutthese,andallother highstandardsofcomplaint tomediumterm, intheshort government ofhowtheseissuesareaddressedbytheoperatorsand Irrespective capacity constraintsthatmakeitdiffi cult tomeetthatincreaseddemand. challenges resultingfromanupsurgeinpatronageandconcurrent isfacingsignifi industry thatthepublictransport It istritetoobserve cant Merran Kelsall Chairman • Lancemore HillinMarch.Thisexercise Board foratwodayplanningexerciseat independently consulted,andjoinedthe Members andprincipalstakeholderswere the year. Asaprecursortothisreview, all Plan Objectives,wasundertakenduring next triennium,anditsannualBusiness of thePTOscheme’s strategicgoalsforthe it wastimelythatacomprehensivereview anniversary on18April2007.Therefore, The PTOschemerecordeditsthird Public Transport Ombudsman Annual Report 2007 5 and ne and implement its strategies the Minister for Transport, The Hon Peter Batchelor the Minister for Transport, in December Minister for Transport MLA, who retired as portfolio as Minister for Energy 2006, to take up a new Community Development. I take this and Resources and and the Minister for his support for, opportunity to thank scheme; interest in, the PTO Transport, the Minister for Public Kosky MLA; The Hon Lynne Mr Jim Betts, and the Transport, the Director of Public of Infrastructure; staff of the Department have again the PTO Members’ CEOs and staff, who PTO Board, the given considerable assistance to the Ombudsman and his staff, and Ombudsman, James Hartnett, and the Public Transport and closely with his staff, who have worked tirelessly the Board to refi of improving the objectives, and to continue the journey systems and infrastructure. PTO’s Merran Kelsall Chairman On behalf of the PTO Board, I would also like to express I would also like to of the PTO Board, On behalf and who gave their assistance to the following, my thanks year: during the 2006/07 the PTO scheme support to • • • • • ng , and myki to its cant contribution of all board members The Transport Ticketing Authority, which is Authority, Ticketing The Transport new Victoria’s responsible for commissioning system, transport ticketing VicTrack, which manages Victoria’s rail transport Victoria’s which manages VicTrack, real estate. corridors and associated to the PTO scheme cant contribution they have made • • on a number of occasions, for the purpose of briefi on a number of occasions, for the purpose for Public Transport and the Director of Public Transport and the Director of Public Transport for Public Transport Members at the highest level. I also met with the Minister Members at the highest level. I also met communication link between the PTO Board and scheme communication link between the PTO matters of mutual interest. operation. These meetings provided another important operation. These meetings provided trends and other operations, them on the scheme’s their expectations of it, and any issues concerning its their expectations of it, and any issues the year, to discuss the PTO scheme’s performance, to discuss the PTO scheme’s the year, Members’ CEOs/Managing Directors at least once during Members’ CEOs/Managing Directors which were held twice during the year, I met with which were held twice during the year, In addition to the general meetings of PTO Members, In addition to the general meetings of Company to ‘Public Transport Ombudsman Limited’. Company to ‘Public Transport scheme in the forthcoming year: scheme in the forthcoming to shorten the name of the and Constitution and Charter, The Board resolved to admit two new Members to the The Board resolved effect minor amendments to the PTO 2 October 2006, to Objectives for 2007/08. Objectives on General Meeting of Members resolutions at the Annual strategic direction for 2007 – 2010, and its Business Plan 2010, and its Business direction for 2007 – strategic scheme passed a number of Members of the PTO greatly assisted the Board in setting the PTO scheme’s setting the PTO scheme’s the Board in greatly assisted various committees. the signifi during its third full year of operation. In particular, I note In particular, during its third full year of operation. signifi I express my thanks to all Board members for the I express my thanks to all Board members • • • 6 Public Transport Ombudsman Annual Report 2007 • effectiveness andeffi the PTOwillpursuethreebroadinitiativestoincreaseits at meetingthischallenge.Accordingly, inthecomingyear, at thePTO’s PlanningExerciseinMarch2007, aredirected 2007/10 triennium,anditsBusinessPlanfor2007/08,set and objectivescontainedinthePTO’s Strategic Planforthe identifi complaint resolution,and,wherepossible,theearly Complainant andMembersatisfaction,speedyeffective handling tohigherlevels,measuredbyincreasedlevelsof the nextthreeyearswillbetoliftstandardsofcomplaint challenge forboththePTOschemeanditsMembersover scheme entersitsnextphaseofdevelopment.Themain there arefreshgoalsandobjectivestobepursuedasthe but thereismuchwhichremainsaworkinprogress,and set upphase.Agreatdealhasbeenachievedinthattime, In asense,thePTOscheme’s fi Public Transport Ombudsman’sreport fewer complaintsbeingbrought tothePTO. greater levelsofsatisfaction forMembers’customers,and investigations ofseriousmatters. Ideally, this will resultin of theircomplaints,andthe need formoreforensic an early, internalresolutionbyMembersofthe majority reporting, withaviewtoemphasisingtheimportanceof The refi cation andtreatmentofsystemicissues. Thegoals nement of its procedures, guidelines and complaint nement ofitsprocedures,guidelinesandcomplaint Public Transport Ombudsman ciency. James Hartnett rst threeyearsrepresentits • of Establishing itselfasanagentofchangeinterms • Closely monitoringsatisfactionlevelsofschemeusers • Setting upandcontinuouslyimprovingitscomplaint • Developing acomprehensiveunderstandingofcomplex progress initsfi rst threeyears: 18 April2007.Lookingback,ithasmadesignifi cant on The PTOschemerecordeditsthirdanniversary by itsMembers. improving thestandardofcomplainthandlingprovided and itsstakeholders; handling systemsandprocedure; undergoingparadigmchange; industry a budgetperspective,thePTO operatedwithinbudget. held andretainedearnings at 30June2006.However, from Annual Levyatafi Transport OmbudsmanLtdresolvedtosettheMembers’ for theyearwasdeterminedafterDirectorsofPublic the year. Itisnoteworthythattheoperating lossof$118,794 accessibility. AlloftheseObjectiveswereachievedduring on effi 12 ofthisannualreport,refl PTO’s BusinessPlanObjectivesfor2006/07, setoutatpage relatedactivities…’. or peopleaffectedbytransport for usersofpublicpassengertransportservicesinVictoria, informal andaccessiblealternativetootherremedies… objective ofprovidingacostfree,effi The PTOCharterprovidesthat Operations &Improvements The yearinreview: • • The raisingofpublicawarenessthePTOscheme. systemic issuesidentifi The implementationofnew, andmoresophisticated, ciency andeffectiveness,fairness,informality and gure that wouldutilisethesurpluscash cation andinvestigationprocedures. ect thePTO’s strongemphasis ‘The PTOscheme…hasthe cient, effective,fair, The Public Transport Ombudsman Annual Report 2007 7 by a market research cant effort and change, through the review and nement of existing policies, processes through a review of the 2005/06 Stakeholder and through a review of the 2005/06 Stakeholder Complaint and through the revision of the PTO’s similar awareness cantly lower than the results of nement of Member Complaint Management (MCM) The enhancement of the PTO’s interaction with interaction The enhancement of the PTO’s stakeholders was Complainants, Members and all other achieved issues requiring Scheme User Surveys’ results, to identify attention, and opportunities for improvement. of the An evaluation of the level of public awareness services was determined PTO’s Market Researchers, exercise, undertaken by independent of the PTO Sweeneys, to gauge levels of awareness research scheme among the general public. This of the Public showed that unprompted awareness Ombudsman, or the PTO, was only 5%. This is Transport signifi Ombudsman surveys conducted by some other industry awareness in a schemes, which showed unprompted range of 37% to 46%. The results from this research were March 2007 planning exercise to revise used in the PTO’s its Strategic Plan for the 2007/10 triennium, and to set its Business Plan Objectives for the 2007/08 year – one of which is to raise public awareness of the PTO scheme. The enhancement of data collection, analysis and reporting was achieved refi data collection procedures and reporting. In future, regular reporting and notes on MCM data will be provided to Members’ CEOs to assist in identifying the underlying reasons why some Complainants are unhappy with Members’ handling of their complaints. The promotion of excellence in complaint handling was achieved Dispute Resolution Service (CDRS) Guidelines in respect of systemic issues, the production of a Conciliator’s Manual for PTO staff undertaking conciliations, and a Module. Staff Training Member’s Continuous Improvement and the progress made in meeting The above outcomes, were directly attributable to the Objectives, the PTO’s and hard work of the PTO commitment, enthusiasm and many others who have worked staff, Members’ staff, While some of this the past year. with the PTO during and involved ongoing progress was incremental in nature, improvement and refi work was more and complaint handling systems, other substantial, and involved signifi for example: • • • • cantly c Infringement c This issue fell by 42% ve issues: ve This issue fell by 13% – from 164 to 143. This issue fell by 21% – from 261 to 205. ve issues remained unchanged, there cers: This issue fell by 22% – from 481 to 376. cant year on year changes in the numbers This issue increased by 30% – from 117 to 152. 84% were resolved within 14 days (cf 76% in 2005/06). 84% were resolved within 14 days (cf work to These were complaints involving limited back to achieve a resolution, including referrals and some Members for investigation/resolution, which were jurisdiction, complaints outside the PTO’s or the referred mainly to the Ombudsman Victoria, Traffi Department of Infrastructure’s Administration Unit. 9% in 2005/06). 8% were resolved within 31 days (cf a need These were complaints where there was technical to obtain additional documentation, from information, and/or a more detailed explanation taking more culminating in a complaint a Member, than 14 days to resolve. 6% took longer than 31 days to resolve (cf 14% in 2005/06). These complaints involved signifi higher levels of complexity and, in a few instances, formal conciliation hearings. 2% were unresolved and remained open on 30 June 2007. • • • •

enhanced responsiveness of Members. enhanced responsiveness of Members. expeditious approach to complaint handling, and the expeditious approach to complaint handling, Authorised Offi times were achieved through a combination of the PTO’s of the PTO’s times were achieved through a combination Service Delivery: and email communications. The following disposal and email communications. The following Ticketing: Infrastructure and Rolling Stock: – from 368 to 213. Staff: Most complaints were resolved quickly using telephone Most complaints were resolved quickly received in the year ended 30 June 2006. received in the year ended 30 June 2006. 266 when compared to the total of 1255 complaints 266 when compared A total of 989 complaints were received; a decrease of A total of 989 complaints

Although the top fi were signifi recorded against each of the top fi • • • • • ended 30 June 2007. ended 30 June 2007. of complaints lodged with the PTO scheme in the year of complaints lodged There was a decrease of approximately 21% in the number of approximately 21% in the number There was a decrease Casework and Operations Casework and • • 8 Public Transport Ombudsman Annual Report 2007 likelihood fortheobviousreasonthatPTOcannot signifi ‘Overall Satisfaction’withthePTO’s servicesremains previous yearto81%. ‘Staff Knowledge’,whichfellslightlyfrom84%inthe were slightlyhigherinallservicecategories,savefor previous year’s rateof22%,andthesatisfactionlevels previous year(771),theresponseratewasbetterthan of 25%.Althoughfewersurveysweresentoutthaninthe users, and115responseswerereceived–aresponserate for improvement.Thesurveywassentoutto454scheme satisfactory orunsatisfactory, andtoidentifyopportunities about thoseaspectsofthePTO’s servicethatwere The purposeofthesesurveysistocapturefeedback handling onaprogressive,ratherthansummative,basis. more timelyqualitycontrolandmonitoringofcomplaint annually, asinpreviousyears.Thisenabledenhancedand report, surveyformsweresentoutmonthly, ratherthan year comparisonsofdata.However, duringtheyearunder using thesameformatandquestionstoenableyear PTO Users/Complainantswereagainsurveyedin2006/07, PTO Users/ComplainantsSurvey to ascertaintheirviewsofthePTO’s performance. PTO Users/Complainants,anditsprincipalStakeholders PTO continuesitspreviousyears’practiceofsurveying To ensurethatitcloselymonitorsitsperformance,the The PTO’sperformance cantly lowerthanotherservicecategories–inall set outopposite. Results fromthe2006/07andpreviousyears’surveysare of operation. category hasimprovedfrom61%to70%sinceitsfi Be thatasitmay, thePTO’s satisfactionratinginthisservice may precludeaComplainant’s expectationsfrombeingmet. restrictions onthePTO’s jurisdiction,oralackofevidence are instanceswherethelaw, anindustrypracticeorcode, in theintroductiontoCaseStudiesthisreport,there meet Complainants’expectationsineverycase.Asnoted 2007/08 year. and willbeaddressed,hopefullyresolved,earlyinthe get involved’. point inthecustomerrelationshipprocessdoesPTO three yearsonthereisanissueofcontention confi However, thereportalsoobservedthat impartial andprofessional‘umpire’roleishighlyvalued’ resolution process trust andrespectofthestakeholdersintermsitsdispute that summary, McAllisterCommunications’surveyreportnoted views onthePTOscheme’s performanceinitsthirdyear. In Members andotherkeystakeholders,toobtaintheir McAllister Communicationswasengagedtointerview Stakeholder Survey dence inthePTOdisputeresolutionprocessholdsfi ‘The PTOisnowthreeyearsoldandhasearntthe ThisconcernhasbeennotedbythePTO, … As inpreviousyears,thePTO’s ‘While thelevelof … ie, atwhat rst year rm … Public Transport Ombudsman Annual Report 2007 9 James Hartnett Ombudsman Public Transport ne and improve the PTO scheme and its Courtesy 91% 93% 98% 93% 90% 84% Promptness of Service 91% Courtesy Staff Knowledge Satisfaction Quality of Advice 83% Professionalism Clarity of Communications 61% 68% 70% Overall N/A 83% 2004/05 year 87% 83% 71% 2005/06 year 2006/07 year 84% 84% 92% 73% 81% 93% 76% • • • • • • •

Service Standard Category Rating: Satisfactory – Very Good Satisfactory – Very Rating: Category Service Standard

services to public transport users and PTO Members. 2006/07 to refi the PTO staff, who have worked very hard throughout Infrastructure; and Public Transport, and the staff of the Department of Public Transport, the Minister for Public Transport, the Director of the Minister for Public Transport, the Chairman and Directors of PTO; public transport users; the PTO Scheme Members and their staff; the PTO Scheme Members and their

• • • • • work during 2006/07: I would like to thank the following for their support and I would like to thank the following for Acknowledgements 10 Public Transport Ombudsman Annual Report 2007 the scheme’scharter. vested withauthorityunder establishes thePTO, whois scheme. Itsconstitution operator ofthePTO guarantee, andisthe company limitedby Ombudsman Ltdisa The PublicTransport and Directors Structure, Members The PTOScheme Joe Nieuwenhuizen Mark Paterson • • • Its sevenMembersare: transport operators; a moreli Director ofPublicTransport), and,in and theStateGovernment(via transport operators,passengers, and servicestothemetropolitanpublic provides network-wideinformation Metlink Victoria PtyLtd,which train network; operates Melbourne’s suburban Connex MelbournePtyLtd,which bus operators; which representsVictoria’s private Bus AssociationVictoria (Inc)(BAV), mited capacitytoregional Maree Davidson Russell Coffey • • • • operates Melbourne’s tramnetwork. Metrolink Victoria PtyLtd,which and arangeofalliedbusservices; operates Victoria’s countryrailnetwork, V/Line PassengerPtyLtd,which Station, andoverseesitsoperation; which operatesSouthernCross Southern CrossStationAuthority, Passenger PtyLtd; have beenassumedbyV/Line 4 May2007,anditsresponsibilities Victoria, retiredfromtheschemeon operates freightserviceswithin Pacifi c National(Victoria) Ltd,which Toni McCormack Boyd Power Public Transport Ombudsman Annual Report 2007 11 t boards, t mainly in the Ministries of Consumer mainly in the Ministries Transport. Affairs and Public Maree Davidson background Maree has a strong programs, in consumer attitudinal and service behavioural change including managing delivery, and the Quit Campaign Victoria’s Maree is the SunSmart campaign. Director of Davidson Consulting, a planning and social marketing and presently sits on consultancy, a number of not-for-profi including the Queen Victoria Writers Melbourne Trust, Women’s Festival Board (Deputy Chair), the Fellowship for Indigenous and the Leadership, The Long Walk, Centre for Multicultural Youth. McCormack Toni With a background in education, public relations, local government has served and management, Toni Water as CEO of the Victorian Industry Association, and as a Toni Water. director of South West has been a government-appointed community member on a number of advisory bodies, including Customer the Public Transport Consultative Committee, and is a member of the Great Ocean Road Coast Committee. She is a Justice of the Peace, has completed the Company Directors course (Order of Merit), and is accredited as a mediator and conciliator by the Institute of Arbitrators and Mediators of Australia. (Connex) (BAV)

rm focusing on dispute resolution in commercial and negligence cases. Before entering legal practice, Joe worked for nearly 10 years at senior levels in the State Government, Community Directors Joe Nieuwenhuizen Joe is a lawyer with the Professional Standards Department of the and has Law Institute of Victoria, extensive experience in complaint handling and dispute resolution. He was previously a Legal Risk Manager with the professional indemnity lawyers, and, insurer for Victorian prior to that, a senior litigation lawyer with a major national law fi Mark Paterson Industry Russell is the Director, Development for the Bus Association and is responsible for Victoria, marketing, communications, revenue protection, and ensuring Solution meets the New Ticketing needs. Russell has the industry’s been actively promoting public for more than 20 transport in Victoria years, working for V/Line Passenger Services; the Public Transport Corporation, promoting trains, trams and buses; and BusVic. Mark is Head of Corporate Affairs Mark is Head of Corporate Australia Pty Transport for Veolia Manager, Ltd and Group General Connex Corporate Affairs for thus responsible Melbourne. Mark is for marketing, communications, customer government relations, and feedback, media engagement Transport sponsorship for Veolia in Australasia. Mark joined Connex as a Senior Advisor in 2001, and was intimately involved in the Melbourne renegotiation of Connex’s contract, which resulted in Connex taking over the operation of the entire Melbourne passenger train network in April 2004. Russell Coffey nancial, (Yarra Trams) (Yarra

Boyd has been Legal and Insurance since Trams Counsel for Yarra October 2001. He is responsible for Under Trams’ administering Yarra Deductible Insurance Program, and providing legal advice with respect to the vast regulatory framework within operates. He was Trams which Yarra involved in the renegotiation of the Franchise, which has seen new Tram operating Melbourne’s Trams Yarra entire tram network since April 2004. Boyd Power Industry Directors Merran Kelsall directorIndependent company Kelsall hasand consultant Merran in theconsiderable experience compliancework of audit, risk and has a long historycommittees. Merran national,of appointments on corporate and government boards, and has extensive industry experience in the areas of health, education, fi commercial and professional services. Current board appointments include Chairman, Auditing and Assurance Standards Board, as well as and Trustee, Melbourne Water Director, the National Gallery of Victoria. Chairman The PTO has a seven-member board, comprising an independent an independent board, comprising has a seven-member The PTO three industrychairman, and three community directors. directors 12 Public Transport Ombudsman Annual Report 2007 3. 2. 1. objectives Planning and Strategic Goals transport users. its Membersandthepublic and disputeresolutionservicesto To deliverexcellentcomplaint Vision PTO’s values. relationships thatrefl To fosterexcellent stakeholder stakeholders, and improved, inconsultationwith are continuouslyreviewedand effi To ensureskills, knowhow, and proceedings, other remedies,suchascourt and accessiblealternativesto as timely, effective,fair, informal sought, trusted,andrecognised resolution servicesthatare To providecomplaintanddispute cient servicedeliverysystems ect the 6. 5. 4. 3. 2. 1. for 2006/07 Business PlanObjectives management. including knowledge management andtraining, To providestaff performance and obligations continuetobemet, governance standardsand To ensurethatall corporate analysis andreporting, To enhancedata collection, Awareness Initiative, the PTO’s Communications/ effi To continuetomonitorthe relationships withnewMembers, stakeholders, andtoestablish with existingMembersand relationship management To enhancestakeholder complaint handling, To promoteexcellencein cacy of,andtorefi ne, Public Transport Ombudsman Annual Report 2007 13 433 complaints finalised 167 complaints (14%) resolved at first level of investigation 25 complaints (1%) upgraded to higher level of investigation 122 complaints (10%) PTO discretion exercised not to investigate/further investigate 80 complaints (7%) found to be out of jurisdiction 39 complaints (3%) closed as a result of lost contactthe Complainant or withdrawn with by the Complainant The following chart shows the outcomesThe following chart handled in 2006/07. for the complaints finalised by PTO for investigation or Member complaints that were referred to Member Outcomes * investigation 418 complaints cers. Referred to Member for 418 (35%) complaints Referred to Member for investigation were: ve issues in 2006/07 ticketing; rolling stock; infrastructure and service delivery; staff; and authorised offi The top fi • • • • • PTO Complaint Ombudsman Complaints referred to other organisations 351 referred complaints * Note: Some complaints more involve than one Issue/Outcome. 60 non member complaints (4%) referred to other organisations 148 complaints (12%) referred to Department of Infrastructure Victoria pursuant to MOU 143 complaints (12%) referred to the

ciency, informality and timeliness. informality and ciency,

14 days. nalized in less than fi demonstrates, 84% of complaints were demonstrates, 84% effi 17 of this report As the graph at page with the PTO Charter’s emphasis on with the PTO Charter’s were dealt with expeditiously, inline were dealt with expeditiously, The majority of these complaints The majority of these

when compared to the 2005/06 year. when compared In the 2006/07 year, 989 complaints were received, a decrease of 266 (21%) of 266 (21%) a decrease were received, complaints 989 2006/07 year, In the Our servicesOur 14 Public Transport Ombudsman Annual Report 2007 *The casestudiesareprovidedas do notestablishorrepresent examples ofhowthePTOdeals complaints, theoutcomeagreed the particularComplainant and with particularcomplaints,and Member involved. Even wheretheremaybeclose in acomplaintmaybeunique to factual similaritiesbetween precedents thatwillnecessarily be followedinsimilarcomplaints. Total CasesbyMonthforthePeriodJuly2006 toJune2007 current law’. practiceand and theComplainant,goodindustry regard towhatisfairandreasonableforMembers resolution ofcomplaintsanddisputeshaving scheme istoprovideindependentandprompt providesthat‘TheaimofthePTO The PTOCharter Case studies perspectives: such instancesfromanumberof The followingcasestudiesillustrate scheme Member’s, expectations. to meetaComplainant’s, oraPTO instances whenthePTOisnotable during theyear. However, thereare and nobindingdecisionsweremade need toresortformalconciliation, a handfulofcomplaintswasthere Complainant andtheMember. Inonly in consultationwithboththe agreement brokeredbythePTO, most complaintsweresettledby or dispute.Intheyearunderreport, either partyinvolvedinacomplaint nor doesitactasanadvocatefor received. ThePTOisnotaregulator, investigation ofallcomplaints impartial andindependent The PTOiscommittedtothe 100 150 200 250 50 0 062007 2006 J SNJFMAM ASONDJ * does notconstituteanuisance emanating from rolling stock Case Study:Thelaw–noise satisfaction. resolved toaComplainant’s preclude acomplaintbeing or alackofevidence,may In somecomplaints,thelaw, the sidingswereprimarilyusedfor The MemberinformedthePTOthat and createdanuisancetothepublic. vehicles fromthesidingswasnoisy, entering andexitingofpassenger The Complainantclaimedthatthe near theComplainant’s home. use ofrailsidingsinthemorning, with thePTOaboutaMember’s A Complainantlodgedacomplaint J Average byMonth Total byMonth Public Transport Ombudsman Annual Report 2007 15 never have happened without you’ ‘this (result) would of its with the application exible validated his ticket on the Member’s his ticket on the Member’s validated that it The Member advised network. was fl awarded and compensation policy, who had compensation to anyone on one of its validated their ticket validation had vehicles, even if the performance occurred outside the in this instance, period. However, had only because the Complainant on other Members’ validated his ticket had decided networks, the Member As the not to pay him compensation. the Member had PTO considered that and in accordance acted reasonably, it with its compensation policy, determined not to investigate the grievance further. Complainant’s Some Complainants may have expectations which cannot be met. Case Study: Member’s by events services disrupted beyond its control A Complainant lodged a grievance with the PTO regarding disruptions to services on 16 January a Member’s 2007, advising that not only did he experience lengthy delays while waiting for his train service, but he and other passengers suffered further

that the Complainant had never was that a ticket trace had revealed the reason for rejection of the claim ascertained from the Member that rejected by the Member. The PTO rejected by the Member. in support of his claim, which was Complainant forwarded his Metcard delivery performance target. The failed to meet its monthly service further. compensation to a Member that had unable to assist the Complainant compensation A Complainant submitted a claim for any available remedies, the PTO was any available remedies, the PTO was to support payment of operations. Hence, as the law negated operations. Hence, – no evidence of travel Protection Act do not apply to such Protection Act do not Case Study: Lack of evidence the provisions of the Environment the provisions of the constitute a nuisance, and that constitute a nuisance, and exiting from a siding does not and exiting from a noise caused by rolling stock entering noise caused by rolling Transport Act, which provides that Act, which Transport had regard to Section 251B of the had regard to Section claims of noise pollution, the PTO claims of noise pollution, responding to the Complainant’s Complainant’s responding to the the punctuality of their service. In the punctuality of their the city, their use assisted in ensuring assisted in ensuring their use the city, given the sidings’ close proximity to sidings’ close proximity given the the stabling of its vehicles, and that, of its vehicles, and the stabling 16 Public Transport Ombudsman Annual Report 2007 ‘thank youmost sincerely forthe great outcome’ day inquestion,thePTOdeemed the circumstancespertainingon beyond theMember’s control.Given and subsequentpoweroutagewere The PTOconsideredthatthebushfi passengers. date informationtobothitsstaffand ability tosuccessfullyrelayup-to- and alsoaffectedtheMember’s the powerfailurecausedtosignals, continually changingcircumstances communication washamperedbythe Member acknowledgedthateffective affected theMember’s services.The in themetropolitanarea,which had causedamajorpowerfailure bushfi was that,on16January2007,a experienced bytheComplainant reason forthedelaysandconfusion The Memberexplainedthatthe provided incorrectinformation. to provideclearexplanations,butalso station managerwasnotonlyunable the platforms.Heindicatedthat the reasonsforbeingmovedaround would berestoredtonormal,and station managerastowhenservices tried toobtaininformationfromthe that, amidstthisconfusion,hehad to another. TheComplainantadvised directed tomovefromoneplatform frustration andinconveniencewhen re innortheasternVictoria re the complaint. discretion nottofurtherinvestigate to besatisfactoryandexercisedits Member’s handlingofthecomplaint mobility impairedpassenger terminal creatingaproblem for passenger setdownpointat Case Study:Changed a Complainant. manner moreacceptableto complaint beresolvedina PTO mayrecommendthata complaint,the to aparticular the circumstancespertaining an objectiveinvestigationofall reasonable. However, following practice,andfair industry in accordancewithgood that theiractionswerelawful, their staffmaybeoftheview PTO schemeMembersand There areinstanceswhere stop withinthestationcompound, before continuingtotheirterminal at thesideoftrainstation, allowed passengerstodisembark station. Inthepast,drivershad service totravelherlocaltrain A ComplainantusesaMember’s Public Transport Ombudsman Annual Report 2007 17 and helpful’ ‘professional 04/05 05/06 06/07 3% 2% 3% Not yet closed 6% 13% dence on public transport. 6% Case Study: Child’s hand stuck Child’s hand Case Study: to a door giving rise in vehicle transportfear of public the PTO A Complainant contacted hand became stuck in after her child’s vehicle while the door of a Member’s a consequence disembarking. As child had of the incident, the traveling on developed a fear of Complainant public transport. The Member involved, had contacted the resolution and suggested a possible of the problem, which was rejected The Complainant by the Member. response believed the Member’s was lacking in concern for her child. Following discussions with the PTO, the Member arranged a familiarisation tour of its vehicles for the child, thereby assuaging his fears and helping him to regain his confi 8% 9% 8% <31 days more 31 days or Average Complaint Handling Time Average 84% 76% 84% <14 days 0 90 80 70 60 50 40 30 20 10 100 % commence for another 10 minutes. practice, as their next service did not practice, as their next service did not agreed to revert to their original the situation with its drivers, who with the PTO, the Member canvassed with the PTO, the Member canvassed compound. Following discussions enter on the other side of the station enter on the other side of the station compound, make a U-turn, and re- for disembarkation, then exit the enter the compound on one side their drivers would be required to to disembark beside the station, stop. In order to allow passengers of the station, only at their terminal passengers to disembark at the side that drivers were not obliged to allow that drivers were not obliged to allow The Member advised the Complainant The Member advised not able to catch her connecting train. not able to catch her increased distance to the station, was increased distance mobility, and, as a consequence of the and, as a consequence mobility, The Complainant has restricted The Complainant has greater distance. greater distance. intending to catch a train to walk a a train to walk a intending to catch station compound, requiring those requiring those station compound, disembark at the stop within the within the disembark at the stop practice, and passengers could only could only practice, and passengers changes, drivers ceased this drivers ceased this changes, commenced. Following timetable Following timetable commenced. from which point their next service service point their next from which 18 Public Transport Ombudsman Annual Report 2007 taxi fromMelbournetohishome. run. Asaresult,hehadtocatch Sunday 3September2006didnot intended tocatchat1:00amon a Memberbecausethetrainhe reimbursement ofataxifarefrom A Complainanthadrequested service provide publictransport Case Study:Failure to ‘(a) complaints astothe contained initsCharter: each ofthePTO’seightheadsjurisdiction were settled.Thecasestudiesaresetoutunder PTO, theissuesarisingfromthese,andhowthey the broadspectrumofcomplaintsbroughtto The followingcasestudiesareprovidedtoillustrate passenger services’ provide orsupply)public of (orthefailureto of theprovisionorsupply for aMemberinrespect byor goods orservices oranyrelated services supply) publictransport the failuretoprovideor provision orsupplyof(or run asadvertisedon3September. the 1:00amserviceshouldhave the timetablewouldtakeeffect, of whentheComplainantbelieved PTO pointedoutthat,regardless the datethatitwouldbegin.The Infrastructure hadnotspecifi was printed,theDepartmentof 3 September. Whenthetimetable timetable wouldtakeeffectfrom its stations,indicatingthatthenew that therewassignagepostedat reimbursement, duetothefact Complainant’s requestfor The Memberdeclinedthe 1 September2006. timetable wouldtakeeffecton had reasonablyassumedthe 1:00 amservice.TheComplainant indicated thattherewouldbea ‘effective September2006’,and Member, whichwasendorsed new timetablepublishedbythe The Complainanthadreliedona 100 150 200 250 300 350 400 450 500 50 0 iktn Infrastructure Ticketing 376 and rolling stock and rolling ed 213 Top FiveIssues delivery Service 205 tf Authorised Staff 152 officers 143 Public Transport Ombudsman Annual Report 2007 19 cer cers with service’ ‘highly pleased conduct of Authorised conduct except those cers Offi within complaints falling of the the jurisdiction Victorian Ombudsman in relation to Authorised cers exercising their Offi statutory powers’ cers. However, it often investigates it often cers. However, Case Study: Alleged failure to Machine check Ticket Vending (TVM) A Complainant claimed that she had attempted to purchase a ticket from a TVM at her station, but it had failed to issue a ticket, or to refund her The Complainant boarded the money. and vehicle without a ticket, Member’s was reported by an Authorised Offi ‘(d) complaints ‘(d) complaints regarding the of Under its Memorandum the Victorian Understanding with does not Ombudsman, the PTO investigate the conduct of Authorised Offi related issues, such as the malfunction of ticketing machines, or the purchase and validation of tickets, in those instances where Authorised Offi report public transport users for alleged fare evasion. lled with crushed rock and infrastructure and rolling stock related matters’ Case Study: Repairs to level crossing A Complainant expressed dissatisfaction to a Member regarding potholes on a level crossing. The Complainant had attempted to have the crossing repaired by but had not received the Member, a response. The PTO contacted the Member on behalf of the Complainant, and the Member promptly had the potholes fi re-established the surface. ‘(c) complaints relating to replacement ticket. The Complainant ticket. The Complainant replacement should was unfair that she believed it her ticket a fee to replace have to pay not her fault, and when its loss was PTO. The PTO complained to the Complainant had established that the advice by the been given incorrect as a result of which staff, Member’s an apology to the the Member issued replaced her Complainant, and yearly ticket. the sale of tickets including ticketing machines, ticket retailers and ticket refunds’

an administration fee to obtain a advised that she would have to pay one of the Member’s staff, who one of the Member’s its replacement, and approached machine. The Complainant sought `swallowed’ by a ticket validation A Complainant’s yearly ticket was yearly ticket was A Complainant’s

for his taxi fare. advised incorrectly gesture, reimbursed the Complainant gesture, reimbursed the Complainant fee for replacement ticket The Member agreed and, as a one off The Member agreed Case Study: Administration error as the timetable was misleading. error as the timetable Complainant had made a reasonable Complainant had made complaints in relation to ‘(b) The PTO put to the Member that the The PTO put to the run until 1:00 am on 4 September. 4 September. run until 1:00 am on September, this service would not this September, new timetable began on Sunday 3 new timetable began on the timetable as such. As the on the timetable as ‘Saturday’ service, and is indicated ‘Saturday’ service, to catch was considered to be a to catch was considered service the Complainant intended service the Complainant 3:00 am to 3:00 am, the 1:00 am 3:00 am, the 1:00 3:00 am to treats its timetables as running from timetables as running treats its The Member advised that, as it advised that, as The Member 20 Public Transport Ombudsman Annual Report 2007 ‘PTO isexcellent’ investigate thecomplaintfurther. PTO exerciseditsdiscretionnotto On thebasisofthisinformation, cash balancefortheTVMwascorrect. on thedayinquestion,andthat report fortheTVMshowednofaults PTO checked,andconfi the allegedfaultwithTVM.The from theAuthorisedOffi Complainant thattherewasnonote the review, theDOIadvised of Infrastructure(DOI).During for reviewwiththeDepartment lodged anunsuccessfulapplication received anInfringementNoticeand The Complainantsubsequently checked forfaults. him, andherrequestthattheTVMbe make anoteofwhatshehadtold Authorised Offi According totheComplainant, that shehadtroublewiththeTVM. explained totheAuthorisedOffi The Complainantadvisedthatshehad for travelingwithoutavalidticket. ‘(e) complaints inrelation to activities’ orrelated transport Bodies providingpublic Victorian PublicStatutory cer saidthathewould rmed thata cer regarding cer claim, andfoundthatthebalanceof the contractorreinvestigated Following discussionswiththePTO, Complainant’s requestforarefund. contractor). Thecontractordeniedthe to theMember’s TVMcontractor(the submitted arefundapplicationform Metcard fromanotherTVM,and He subsequentlypurchaseda retained, noMetcardwasissued. note, but,althoughthemoneywas a MetcardfromTVMusing$10 A Complainantattemptedtopurchase (TVM) lost inTicketVending Machine Case Study:Refundof$10 ‘(f) complaints regarding the Authority andVicTrack. scheme: theTransport Ticketing Statutory AuthoritiesjoinedthePTO On 1July2007,twoadditionalPublic is aMemberofthePTOscheme. relation totheaboveauthority, which The PTOacceptscomplaintsin Station Authority Example: Southern Cross or contractorsofMembers’ offi cers,employees,agents conduct orbehaviourof Public Transport Ombudsman Annual Report 2007 21 great service and resolve the matter’ thank you for helping ‘I think that it was a as may, by agreement as may, the between the PTO, Complainant and the Member be referred to the PTO by the Member’ only being made by staff who were made by staff who only being system the use of the PA trained in the hoc basis. Given this, on an ad to all Member issued a direction system. the PA staff to stop using that in The Member undertook system would only be future the PA emergency used for special events, The Member situations and delays. on the PA also conducted testing it was set at system to ensure that as a result of an appropriate volume, system on the PA which the volume was turned down. There were no referrals made under this head of jurisdiction during the 2006/07 year. ‘(h) such other complaints ce by loud a Member’s use of, or the a Member’s use of, effect of Member’s conduct, on operations or activities land or or in relation to, premises’

Furthermore, announcements were policy for announcements at its stops. policy for announcements at its stops. that the Member did not have a assistance. Investigations revealed properly, and contacted the PTO for properly, had not investigated his concerns Complainant felt that the Member were occurring inconsistently, the were occurring inconsistently, cease. Since the announcements service initiative, and would not the announcements were a customer the announcements were a customer to the Member, but was advised that but was advised to the Member, Member’s stop. He had complained stop. He had complained Member’s distracted in his offi at a system a public address (PA) A Complainant was constantly announcements being made over announcements Case Study: Noisy PA system Case Study: Noisy PA money, and arranged a refund. and arranged a refund. money, to complaints in relation ‘(g) this represented the Complainant’s Complainant’s this represented the The operator was prepared to assume was prepared The operator than expected on the day in question. on the day in than expected the particular TVM was $10 higher TVM was $10 the particular 22 Public Transport Ombudsman Annual Report 2007 • • referred totheOmbudsmanwhen: PTO. Possiblesystemicissueswillbe handling complaintsreferredtothe possible systemicissueswhen The PTO’s Conciliatorsidentify have complainedtothePTO. operations, inadditiontothosewho others affectedbypublictransport number ofpublictransportusers,or or havethepotentialtoaffect,a the PTO,andappeartohaveaffected, those thatareraisedinacomplaintto guidelines defi issues duringtheyear. Therevised issues ofaMember. complaints relatingtosystemic PTO toreceiveandrecord confers jurisdictiononthe Clause 3.7ofthePTO’sCharter Systemic Issues for theidentifi reviewed andreviseditsguidelines schemes asbenchmarks,thePTO of otherprivateindustryOmbudsman Using theexperienceandguidelines affect otherpublictransportusers, raised inasinglecomplaintcould Conciliators believethatanissue complaints aboutthesameissue; Conciliators noticeanumberof cation ofsystemic ne systemicissuesas • • • • • Resolve tagisremoved. do notevidenceasystemicissue,the complaint, orgroupofcomplaints, PTO subsequentlydeterminethata the impactofissue.Should complaint trends,anddetermines matter assystemic,thePTOmonitors a systemicissue.Havingidentifi database asonesthatmayevidence the individualcomplaintsinitsResolve as potentiallysystemic,thePTOtags handling, thePTOidentifi Where, inthecourseofcomplaint into accountconsiderationssuchas: issue assystemic,thePTOwilltake In determiningwhethertoclassifyan being addressedorresolved. whether theissueiscapableof receives abouttheissue;and how manycomplaintsthePTO transport network; part oraspectof,thepublic extends acrossall,orasubstantial whether theimpactofissue affect; how manypeopletheissuemay is systemicinnature. they haveraisedintheircomplaint A Complainantclaimsthattheissue operations; and/or or thoseaffectedbypublictransport es a matter es amatter ed a Public Transport Ombudsman Annual Report 2007 23 uence ll vehicles, and seasonal factors infl seasonal factors vehicles, and where people are disembarking.where people not allowed to overfi Drivers are for example,passenger numbers, response to factorspatronage varies in holidays, thesuch as school/university and other break, Christmas/New Year Member assuredholiday periods. The failed to pick upthe PTO that, if a driver there was room ona passenger when would certainlya vehicle, the Member investigate the matter. this information The PTO forwarded to the Complainant, who, while expressing his displeasure at not being guaranteed a place on the vehicle during the morning peak period, appreciated the issues involved with overcrowding. The PTO has recorded overcrowding as a systemic issue that it monitors, but is unable to make individual binding decisions in respect of its remediation, given that in most the provision of instances the remedy, additional vehicles and/or the supply of more services, is not within the power of the Member. a systemic es systemic rm a possible issue. nite systemic

passengers, and to stop only at stops have the discretion to not pick up that, when its vehicles are full, drivers way of response, the Member advised can be 15–20 people at his stop. By failed to see him, as sometimes there Complainant did not believe the drivers during the morning peak period. The sometimes failed to pick him up Member’s scheduled services had Member’s peak period over crowding A Complainant advised that a Complainants accordingly: to pick up passengers due to that issue as systemic, and advise Case Study: Member’s failure overcrowding, the PTO may designate overcrowding, the PTO may designate recognised as systemic, for example, recognised as systemic, for example, known problem or issue is commonly known problem or issue is commonly In other instances, where a widely In other instances, Transport Safety Victoria. Safety Victoria. Transport Victoria, and regulators, such as Public and regulators, Victoria, Public Transport, the Ombudsman the Public Transport, for Public Transport, the Director of for Public Transport, issues to the attention of the Minister issues to the attention issue as a defi draw systemic The PTO may also is made to confi respond to the PTO, before a decision respond to the PTO, When the PTO identifi When the to an opportunity who is given issue, the PTO advises the Member, PTO advises the Member, issue, the 24 Public Transport Ombudsman Annual Report 2007 • • • during theperioddueto: Total Liabilities– $100,062. the perioddueprimarilytoadecreaseincashassetsof Total Assets– statement offi nancialposition Discussion andanalysisofthe expenses ($35,871). rental expense($134,386)anddepreciationamortisation operating expenseswereemployeebenefi ending 30June2007were$1,017,622.Themajorityof Operating Expenses– • • two sources: ending 30June2007was$898,828.Thisderivedfrom Revenue fromordinaryactivities– (including FBTexemption). the fi the companyisdeemedexemptfromincometaxfor a privatetaxrulingduringthe2004/05fi Income Tax – cash heldat30June2006. the annuallevyatalevelwhichwouldutilisesurplus $118,794 wasdeterminedaftertheDirectors’resolvedtoset Loss fortheyear– statement offi nancialperformance Discussion andanalysisofthe and investingactivitiesoftheentityasfi the fi cannot beexpectedtoprovideasfullanunderstandingof from thefullfi contained inthisconcisefi June 2007.Thefi the PublicTransport OmbudsmanLtd.fortheyearending30 The followingisaconciseversionofthefi FinancialStatements Summary $3,602. An increaseinemployeebenefi An increaseinothercreditorsof$7,742. An increaseinaccruedexpensesof$2,852. Interest Income:$23,828 Annual LeviesfromMembers:$875,000 nancial yearsending30June2004to2007 nancial performance,fi TheAustralianTaxation Offi nancial report.Theconcisefi Total assetsdecreasedby$104,598during nancial statementsandspecifi Total Liabilitiesincreasedby$14,196 Theoperatinglossfortheyearof OperatingExpensesfortheperiod nancial reporthavebeenderived nancial positionandfi t longserviceleave of Revenuefortheperiod nancial yearthat ce (‘ATO’) issued nancial reportfor ts ($650,337), nancial report nancial report. c disclosures nancing requirements, beenlodgedwithASIC. Transport OmbudsmanLimitedhave,inaccordancewithlegal Audited FinancialStatementsandDirectors’ReportforthePublic • • Cash Flow– statement ofcashfl ows Discussion andanalysisofthe is $227,249.Thiswasderivedafter: the fi Cash FlowsfromOperatingActivities– year inwhichcashfl Cash outfl Cash outfl nancial yearasshowninthestatementsofcashfl ow frominvestingactivities($14,101) ow fromoperatingactivities($85,960) The2006/2007fi ows occurred. nancial yearwasthesecond Cashattheendof ows Public Transport Ombudsman Annual Report 2007 25 2007 2006 2007

898,828 1,025,266 898,828 3,602 – 3,602 (118,794) 80,626 (118,794) 187,714 209,531 187,714 60,990 50,396 60,990 258,580 341,361 341,361 258,580 64,592 50,396 64,592 ts expense ts 650,337 636,099 446,294 550,892 446,294 381,702 500,496 381,702 ts 381,702 500,496 381,702 500,496 381,702

t before income tax expense t/(Loss) for the year (118,794) 80,626

TOTAL EQUITY TOTAL Retained profi EQUITY NET ASSETS

TOTAL LIABILITIES TOTAL TOTAL NON-CURRENT LIABILITIES TOTAL

NON-CURRENT LIABILITIES TOTAL CURRENT LIABILITIES TOTAL Payables 60,990 50,396 60,990 Payables CURRENT LIABILITIES TOTAL ASSETS TOTAL TOTAL NON-CURRENT ASSETS TOTAL Plant and equipment 187,714 209,531 NON-CURRENT ASSETS

TOTAL CURRENT ASSETS TOTAL Other receivables 31,331 14,051 CURRENT ASSETS Cash and cash equivalents 227,249 327,310 $ $ $ 2007 2006 2007 As at 30 June 2007 Balance Sheet Profi

Revenue fromRevenue operations continuing

$ $ $ June 2007 year ended 30 For the Income Statement Income Provisions 3,602 – 3,602 Provisions Profi Income tax expense – – Other expenses 102,030 84,398 Consultancy expenses Consultancy expenses 49,473 32,467 Employee benefi and IT expenses Telephone 45,525 36,125 Depreciation and amortisation expenses Depreciation and Occupancy costs 35,871 31,536 134,386 124,015 26 Public Transport Ombudsman Annual Report 2007 Profi aha einn fFnnilYa 3730 248,010 327,310 Cash atBeginningofFinancialYear neetrcie 2,2 16,266 (44,927) 23,828 (14,101) 1,006,984 857,720 (899,023) (967,508) Cash atEndofFinancialYear inCashHeld Net Increase/(Decrease) by(usedin)investingactivities Net cashprovided Payments forplantandequipment CASH FLOWSFROMINVESTINGACTIVITIES by(usedin)operatingactivities Net cashprovided Interest received Payments tosuppliersandemployees Receipts fromcustomers CASH FLOWSFROMOPERATING ACTIVITIES For theyearended30June2007 Cash FlowStatement Total Equityattheendoffi Total Equityatthebeginningoffi For theyearended30June2007 $ Statement ofRecognisedIncomeandExpense 2007 $ 2007 $ 2006 $ 2006 t(os o h er 1874 80,626 (118,794) t/(loss) fortheYear 227,249 327,310 nancial year nancial nancial year nancial (100,061) 79,300 3172 500,496 381,702 5046 419,870 500,496 (411 (44,927) (14,101) (590 124,227 (85,960) Public Transport Ombudsman Annual Report 2007 27 resolution through a binding resolution through decision by the Ombudsman. Cost of Using the PTO Scheme The PTO scheme is cost free to Complainants, and no legal costs or exemplary damages can be ordered against either a Complainant or Member. • A binding decision may involve an A binding decision of a monetary order for the payment by consent); sum up to $5,000 ($10,000 to do, an act; an order to do, or cease or an order to provide a service. If the complaint so warrants, the PTO may decide to dismiss the complaint. further investigation, referral to a formal conciliation, and/or assist both parties to understand the assist both parties to understand the viewpoint; other’s encourage both parties to act for themselves, without the assistance of an advocate or representative; involve both parties in the investigation of the matter; and allow both parties to contribute to, and have ownership of, the resolution of the matter. Where a complaint remains unresolved, the PTO considers whether or not it requires: Conciliation and Binding Decisions • • • • • • can lodge a complaint by telephone, can lodge a complaint website, PTO’s fax, email, or via the form. If a using the online complaint be in writing, PTO complaint needs to Complainant to staff can assist the impartial, document it. The informal, of the PTO’s and consultative nature complaint handling and investigative processes enables it to:

and pursue a complaint. Complainants possible for Complainants to lodge for either party. The PTO aims to make it as easy as PTO’s role is not that of an advocate role is not that of an advocate PTO’s Informal Process whom may not appreciate that the reinforced to Complainants, some of reinforced to Complainants, some of or the Member. The PTO’s role is The PTO’s or the Member. advocate for either the Complainant, advocate for either the Complainant, impartial. The PTO does not act as an impartial. The PTO does not act as an to the PTO. The PTO scheme is independent and is then entitled to bring their complaint is then entitled to bring their complaint and Impartiality make any response, the Complainant make any response, the Complainant Independence Complainant’s concerns, or fails to concerns, or fails Complainant’s If a Member is unable to resolve a the Member to resolve the complaint. the Member to resolve the complaint. provide a reasonable opportunity for provide a reasonable opportunity for matter with the relevant Member, and Member, matter with the relevant PTO, a Complainant must raise the PTO, a Complainant Before lodging a complaint with the Before lodging a complaint Lodging a Complaint Lodging Prerequisites to Prerequisites

and Procedures Our Policies, Practices Practices Policies, Our Public Transport Ombudsman Limited Annual Report 2007

Public Transport PO Box 538 Telephone 03 8623 2111 Ombudsman Limited Collins Street West Facsimile 03 8623 2100 Melbourne VIC 8007 ABN 80 108 685 552 1800 466 865 TTY 1800 809 623 [email protected] www.ptovic.com.au