PTO Annual Report 2014
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ANNUAL REPORT PUBLIC 2014 TRANSPORT OMBUDSMAN LIMITED Ten years of independent complaints handling oversight across Victoria About the PTO The Public Transport Ombudsman (PTO) is a Our Vision not-for-profit, independent dispute resolution We contribute to improving body, providing a free, fair, informal and how public transport accessible service for the resolution of services meet the needs of complaints about Victorian public transport the Victorian community. operators, who are Members of the PTO scheme. We can handle most public transport related issues, including service delivery, ticketing, infrastructure and rolling stock, land, Authorised Our Values Officers, operator staff and contractors. Before we can investigate a complaint, the consumer must have raised Excellence it with the operator. We will provide impartial advice, information and Quality focused, Accountable, referral in response to enquiries and complaints that have not been Responsive, Accurate raised with the operator. We strive for excellence because Our aim is to investigate and resolve cases quickly and informally. we value what we do. When helping consumers and operators to negotiate a resolution, we take into account what is fair and reasonable, good industry practice Integrity and the law. Open, Confident, The PTO has an important role in identifying and resolving systemic Strong, Committed issues arising from enquiries and complaints. Where appropriate, we may refer systemic issues to the relevant transport operator, industry We are transparent, honest and consistent. regulator, government department or the Minister for Public Transport. We work with operators, regulators and consumer groups to drive Leadership customer service improvements and help prevent the cause of complaints. Public reporting on public transport complaints, issues and Inspired, Creative, trends is a key part of our role and can be a catalyst for process and Courageous, Effective system improvements. We lead through encouragement, Our policies, processes and corporate governance comply with the guidance and innovation. Benchmarks for Industry-Based Customer Dispute Resolution Schemes (National Benchmarks). These Benchmarks are currently being reviewed Respect by the Commonwealth Consumer Affairs Advisory Council. Empathic, Considerate, Honest, Fair PTO Members We treat ourselves and others • Public Transport Victoria (PTV) with dignity. • BusVic • Metro Trains Melbourne (Metro) Independence • Southern Cross Station • Transdev Melbourne Equitable, Reasonable, • V/Line Consistent, Transparent • VicTrack We are impartial and objective. • Yarra Trams Membership changes • Transdev Melbourne became the franchised operator responsible for the delivery of 30% of Melbourne bus services from 4 August 2013. It also became a Member of the PTO scheme from that date. 2 Public Transport Ombudsman Annual Report 2014 Cases finalised 93% within 4,142 31 days Cases received 548 complaint investigations received 527 complaint investigations finalised 1,027 complaint 5,764 issues investigated Issues registered 84% resolved by agreement 4 Chair’s Report 22 myki Index 5 Ombudsman’s Report 24 Closing the accessibility 7 The PTO Limited Board gap – 12 months on 8 Independence, fairness 25 Systemic issue and accountability – investigations – preventing the keys to equitable future complaints outcomes 28 Enquiries and complaints 10 Contributing to the – out of jurisdiction development of public 29 Enquiries and complaints policy – referred to PTO 11 Accessibility for all Members Victorians – from a PTO 30 Complaints referred for awareness perspective internal escalation 12 Consumers – the people 32 Investigations received who contact the PTO 34 Investigations finalised 14 Buses – the link to 36 Under the spotlight – an integrated public complex investigations transport network 37 Public transport internal 16 Cases received and how dispute resolution process we handled them 38 Our case handling 18 Case issues performance 19 Detailed issues by 39 Our financial performance category 20 Cases by PTO Member Glossary – refer to back cover Public Transport Ombudsman Annual Report 2014 3 Chair’s April 2014 Report marked the 10th anniversary of the establishment of Victoria’s Public Transport April 2014 marked the 10th Ombudsman anniversary of the establishment of Victoria’s Public Transport (PTO) Ombudsman (PTO). The anniversary fell in a period when the PTO was consolidating its role after a period of great change in the public transport landscape in Victoria. Under the rotational policy for industry Factors such as the establishment of appointments, PTV had the opportunity Public Transport Victoria (PTV) and to nominate a Director and we were the introduction of myki changed the delighted to welcome Graham Fryer to operating environment of the PTO and the Board. In his first six months he has contributed to case numbers increasing already proven to be a most valuable by more than 100% from 1,838 in addition. I would like to thank all the Across the decade 2010/2011 to 4,377 in 2012/2013. The Directors and our Company Secretary, greater stability in the industry and a Bernard Stute, for their contributions over of its operation number of customer-friendly initiatives the past year. have seen a change in the trend, with complaint numbers showing a modest the PTO has I would also like to thank our long- decline to 4,142 in 2013/2014. standing auditors RSM Bird Cameron established a whose term as auditor has finished with This was still the second-highest their audit of the accounts which appear number in the scheme’s history and the reputation as in this annual report. After a competitive Ombudsman details in her report the process, Grant Thornton has secured the performance of her staff in dealing with an independent role as auditor from 2014/2015 onwards complaints in a professional and timely and we look forward to working with them manner. The more stable operating and respected over the coming years. environment has also assisted the Board in its budget forecasting. This annual report Across the decade of its operation the part of the shows that the scheme operated with a PTO has established a reputation as an $33,500 surplus in 2013/2014. public transport independent and respected part of the public transport landscape in this state, Two major events occurred during which is a tribute to those who have held landscape 2013/2014. In February, one of the most the position of Ombudsman and their staff. valuable exercises of the past year was The current Ombudsman, Janine Young, in this state. held: a Stakeholder Forum. This provided deserves great credit for steering the an opportunity for PTO Directors to meet scheme through many challenges over with representatives of both industry the past few years. Members and consumer organisations, and for all parties to broaden their Soon after the end of the financial year understanding of the work of the PTO. covered by this report, Janine informed The second was in May/June 2014 when the Board that she had been appointed to the office relocated. This was done the role of Energy & Water Ombudsman seamlessly so the office was open for NSW. This is recognition of the outstanding business during all its normal hours. The work she has done at the PTO over the past year has also seen the completion past four years. We wish Janine all the of a board effectiveness review, and the best in her new role. At the time of writing, completion of the PTO Constitution and the Board is going through the process Charter reviews. of choosing her successor, an individual who will hopefully guide the PTO The scheme welcomed a new Member, Transdev Melbourne, which in August successfully into its second decade. 2013 took over the operation of 30% of Melbourne’s bus routes. Two directors departed the Board in 2013/2014. Industry Director, Greg McGann, completed his term in December 2013, while Consumer Richard Allsop Director, Wendy Smith, departed the Chair board in June this year. Both had made a Public Transport Ombudsman Limited very valuable contribution to the Board’s deliberations over a number of years. 4 Public Transport Ombudsman Annual Report 2014 Ombudsman’s Report The PTO’s tenth anniversary is a good Customer satisfaction time to reflect on our contribution to the improvement of customer service The PTO’s first independent customer and complaints handling across satisfaction survey was completed in Victoria’s public transport network October 2013. The high level results were over those years. It also provides me very positive, establishing a benchmark with the opportunity to reflect not only for ongoing measurement: on the past year, but on my four years as Public Transport Ombudsman. • 73% of consumers stated their complaint was handled fairly and impartially; Every year has its challenges. How we • 71% of consumers were satisfied or respond to those challenges increases our very satisfied with their interactions with effectiveness and the value of our work. the PTO; 2013/2014 was no different. • 55% of consumers were satisfied or very satisfied with the outcome of their PTO cases fell PTO cases fell for the first time since complaint; and myki use commenced in 2009/2010. We • 88% would recommend the PTO to a for the first time handled 4,142 cases, down 5% from 4,377 friend if they had a public transport in 2012/2013. While that may not seem complaint. since myki use to be a significant decrease, myki cases were down by 328 (17%). Four areas were identified as presenting commenced in opportunities for improvement: This was a goal we had been working 2009/2010. towards, in conjunction with PTV, since • timeliness of investigation resolution; January 2013 when PTV took over the • surveying consumers closer to the date We handled 4,142 implementation and administration of our investigation of their complaint was myki. In fact, this work began with the finalised; cases, down 5% Transport Ticketing Authority (TTA) in • improved advice about the role and 2012 when it initiated systemic changes powers of the PTO; and based on PTO complaints.