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PUBLIC TRANSPORT OMBUDSMAN LIMITED Annual Report

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PUBLIC TRANSPORT OMBUDSMAN LIMITED Annual Report PUBLIC TRANSPORT OMBUDSMAN LIMITED ANNUAL REPORT 2012 Cases finalised 3,555 91% within 31 days Cases received Complaints investigated and finalised 568 complaint investigations 5,014 999 complaint issues Issues registered 91% resolved by agreement Our mission Our values The mission of the Public Transport Excellence Ombudsman (PTO) is to receive, investigate Quality focused, Accountable, Responsive, Accurate and facilitate the resolution of complaints and We strive for excellence because we value what we do. disputes between users of public passenger transport services in Victoria and Members of Integrity the PTO scheme, where the public transport Open, Confident, Strong, Committed We are transparent, honest and consistent. operators have been unable to resolve the complaint in the first instance. Leadership Inspired, Creative, Courageous, Effective Our mission is founded on principles of We lead through encouragement, guidance independence, natural justice, access, equity, and innovation. effectiveness, accountability and community awareness. Respect Empathic, Considerate, Honest, Fair We treat ourselves and others with dignity. Index Independence 3 From the Chair Equitable, Reasonable, Consistent, Transparent 4 From the Ombudsman We are impartial and objective. 5 About the PTO 6 Access and awareness for those who need it most 9 2011/2012 Cases Received 11 Case issues 14 PTO Members Glossary of terms 17 myki – Melbourne’s public transport ticketing system 19 Information requests and referrals ANZOA Australian & New Zealand Ombudsman Association AO Authorised Officer 20 Enquiries and complaints referred to operators AORTA Authorised Officer Regulation,Training and Accreditation unit 21 Complaints referred to operator Customer DoT Department of Transport Feedback Managers for resolution IDR Internal dispute resolution 23 PTO investigations PTO Public Transport Ombudsman 24 Finalised PTO investigations PTV Public Transport Victoria 26 Using PTO cases to improve public transport service RTM Refer to Member RFIE Refer for Internal Escalation 28 Complex investigations drive continual improvement TTA Transport Ticketing Authority 30 Case handling performance 31 Summary Financial Statements 2 Public Transport Ombudsman Annual Report 2012 From the Chair The past year has seen the most I would also like to thank our departing The establishment significant changes in the operation of Consumer Director Maree Davidson, the PTO since it was established in 2004. a director since the scheme’s inception, of Public Transport and an insightful contributor to the Board’s The establishment of Public Transport deliberations, and welcome to the Board Victoria (PTV) Victoria (PTV) and the roll-out of myki have newly appointed Consumer Directors – both altered the operational environment Lawrence Seyers and Caroline Elliott. and the roll-out of the PTO. The year ahead will undoubtedly be of myki have PTV’s role as the statutory authority another challenging one for the PTO. administering Victoria’s train, tram and The PTO Board and the Ombudsman both altered bus services, and as a single contact will work with all Members of the scheme point for commuters, has necessitated a to adapt to the rapidly changing public the operational re-evaluation of procedures for handling transport environment, while ensuring that commuter complaints across all modes of the PTO continues to meet its obligations environment of public transport. This process presents a to Victorian commuters by dealing fairly unique opportunity to set up new protocols and efficiently with all the cases it receives. the PTO. and reporting mechanisms and it is important that the right balance is struck I am pleased to present this Annual Report between the roles of the PTO and PTV for for the year ended 30 June 2012 and I the benefit of Victoria’s commuters. would like to thank all those who provided support to the PTO scheme during a From a work load perspective, the PTO’s particularly busy year. case volumes increased from 1,838 in 2010/2011 to 3,555 in 2011/2012. A major driver of this was the rise in the number of myki cases, but transport operator case volumes also increased. The increasing case load presented Richard Allsop significant challenges for the PTO. Ombudsman, Janine Young, and all the Chair dedicated staff of the PTO, deserve much Public Transport Ombudsman Limited credit for their hard work and ability to maintain high standards of performance during a particularly challenging twelve months. The significant rise in cases and investigations also necessitated an increase in PTO staff numbers. There have been a number of changes of membership at Board level in the past year. Merran Kelsall finished her term as Chair on 25 June 2012 and I would like to acknowledge Merran’s enormous contribution to the development of the PTO over an eight-year period from its establishment onward. Under Merran’s leadership, the PTO was established on a firm footing and, under her guidance, operated efficiently and effectively. Having served as a Consumer Director of the PTV since July 2011, I was delighted to commence as Chair on 26 June 2012 and I look forward to building on Merran’s work. Public Transport Ombudsman Annual Report 2012 3 From the Ombudsman During the past year, not only did we Our key achievements included I have continued to strengthen our experience an increase in case volumes enhancements to our case management relationship with consumer organisations but also an increase in complaint system, reporting improvements, the including Victorian Council of Social complexity. While this could have tested development of a comprehensive learning Service (VCOSS), Travellers Aid, Vision the effectiveness and efficiency of the and development program for PTO staff Australia and Guide Dogs Victoria, office, we were already focused on moving complemented by a comprehensive case VicDeaf, Youthlaw and the Victorian our service from being ‘good to great’. handling manual, and the development of Equal Opportunity and Human Rights Our major projects focused on aligning a new and accessible website. Commission. These relationships have our service with the National Benchmarks increased the PTO’s value to commuters for Industry Based Customer Dispute It has been a challenging year, with many and public transport operators, as they Resolution Schemes – Accessibility, major changes. An increase in complaints, have resulted in the PTO providing training Independence, Fairness, Accountability, particularly resource intensive complaint sessions to operator staff about dealing Efficiency and Effectiveness, so we were investigations, the myki transition and with people with disabilities or diverse positioned and ready to manage our larger the establishment of PTV all impacted needs. Most importantly, an increased and more complex caseload. our ability to forecast case activity and awareness about the role of the PTO resource needs with any certainty. empowers consumers to confidently raise complaints with operators and, where Although we had budgeted for an increase necessary, my office. Our key in case load, the expected increase of up to 2,300 cases actually became a total of The PTO team has done a tremendous job achievements 3,555 cases for the year, nearly double over the past 12 months – and I commend our previous year’s case load. In order their commitment to providing high quality included to ensure that complaints were handled and timely service during a period of effectively and in a timely manner, the PTO significantly increased workloads. The enhancements team grew from nine to 12. Despite this, team has continued its dedication to we managed the larger volume without sustainable practices, resulting in the PTO to our case exceeding our budget. receiving the 2011 CitySwitch Signatory of the Year Victoria Award for maximising management Both the PTO and its Members are energy efficiency and embracing focused on ensuring that financial sustainable principles. system, reporting resources are used effectively and this message was strongly directed to the PTO Again, I have been strongly supported by improvements, and by its Members during the 2012/2013 the PTO Board and I thank the Directors budget process. As a result, we are for their contribution to the continual the development reviewing our case activity and budget development of the PTO. as at 30 September 2012 to ensure that of a comprehensive the PTO maintains its independence and Finally, thank you to all of the consumer the level of service expected by all of our groups with whom we liaise and to the learning and stakeholders throughout 2012/2013. consumers who seek our advice or dispute resolution service. Contributing development It is, therefore, very pleasing to see to public transport service improvement PTO Members engaging positively and through complaint analysis and dispute program for implementing new approaches as a result resolution is the mission of the PTO – and of PTO recommendations to address is therefore reliant on effective consumer PTO staff. systemic issues. This will increase interaction. consumer satisfaction, which should, in turn, reduce PTO case activity. In 2012/2013, we will continue to provide advice and recommendations to PTO Members aimed at addressing emerging complaint issues and trends. Janine Young Ombudsman Public Transport Ombudsman Limited 4 Public Transport Ombudsman Annual Report 2012 About the PTO scheme The PTO has been providing a free, fair, informal and PTO Members accessible service
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