PTO Annual Report 2014
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.
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