PUBLIC PUBLIC TRANSPORT OMBUDSMAN TRANSPORT LIMITED OMBUDSMAN LIMITED ANNUAL REPORT 2010-2011 Public Transport Ombudsman Annual Report 2010/2011 1 1,838 Cases received Cases finalised 1,835 finalised 91% cases 2,568 finalised in31 days Issues registered Complaints investigated and finalised 247 complaints involving 410 issues Our mission 95% conciliated / The mission of the Public resolved by agreement Transport Ombudsman (PTO) is to receive, investigate 3% withdrawn and facilitate the resolution 2% not investigated / of complaints and disputes further investigated between users of public passenger transport services in Victoria and members of the PTO scheme, where the public transport operators have been unable to resolve the complaint in the first instance. Our mission is founded on Index principles of independence, natural justice, access, equity, effectiveness, accountability 3 From the Chair and community awareness. 4 From the Ombudsman 5 About the PTO scheme 6 Accessing the PTO Glossary of terms 7 Accessibility and awareness of the PTO ANZOA Australia & New Zealand 9 myki and the PTO Ombudsman Association 11 Complaint handling AO Authorised Officer AORTA Authorised Officer Regulation, 19 Benchmarking our complaint handling Training and Accreditation unit 20 Better public transport services DoT Department of Transport 22 Effective relationships IDR Internal dispute resolution 25 Continual improvement - the new “business as usual”! PTO Public Transport Ombudsman RTM Refer to Member 26 Scheme member case activity RFIE Refer for Internal Escalation 27 Summary financial statements TTA Transport Ticketing Authority 2 Public Transport Ombudsman Annual Report 2010/2011 From the Chair The PTO’s history since its creation in The PTO continued to work proactively 2004 reflects Victoria’s changing public with all members of the scheme, with transport system. 2010 / 2011 has a particular focus on understanding the continued to see major developments changes occurring across the public in the public transport sector; significant transport sector and identifying any alterations to train timetables, a systemic issues. In this way, the PTO can comprehensive review of myki and the play a part in the development of new and announcement of a major restructure improved systems and processes and of the public transport sector by the new contribute to enhanced customer service. State government. I look forward with anticipation to the The appointment of Janine Young as coming of age of the PTO scheme. the new Public Transport Ombudsman Over the past seven years the Board and in August 2010 provided a prime Ombudsman have worked together to opportunity to review the PTO scheme establish sound governance and operating and ensure its readiness to respond to policies and procedures. We will continue an evolving industry, as well as to review to build upon those foundations and its performance against the requirements influence best practice complaint handling of the PTO Charter and other leading across the public transport industry. I am industry ombudsman schemes. confident that, with the cooperation of the Board, the scheme members and the After settling into the role, Janine dedication of the Ombudsman and PTO undertook a comprehensive review staff, we are in a prime position to do this. of the awareness and accessibility of the PTO. In particular, she met with In closing, I am pleased to present numerous community groups who take this Annual Report for the year ended care of those commuters most at risk of 30 June 2011 and I would like to express being disadvantaged when using public my thanks to all who provided assistance transport. This review and the resulting and support for the PTO scheme during communication and awareness strategy this very busy year. we developed will advance the PTO significantly closer to our goal of increasing accessibility and awareness to all Victorian public transport users. We saw some changes to our Board this year, with the retirement of two of our Merran Kelsall consumer directors, Ms Toni McCormack and Mr Joe Nieuwenhuizen, both of Chair whom have been members of the Board Public Transport Ombudsman Limited since its formation in 2004. Appointed by the Victorian Minister for Transport, the role of consumer directors is to represent the interests of users of public transport services and both Toni and Joe have made thoughtful and significant contributions. I would like to take this opportunity to thank them both for their excellent performance over the past seven years and to welcome our incoming consumer directors, Ms Wendy Smith and Mr Richard Allsop. Public Transport Ombudsman Annual Report 2010/2011 3 From the Ombudsman Awareness and Across 2010 / 2011 cases about myki accessibility of the PTO increased by around 33% (192 cases), All ombudsman schemes must effectively which is not surprising considering myki engage with consumers to create became available on trams and buses awareness of the scheme’s role and from late July 2010 and commuter usage processes. For the PTO, this requires increased month over month. Since then, engagement with those most at risk of the PTO has received myki cases at a experiencing public transport access steady rate each month from commuters difficulties so that they can seek assistance who have experienced problems such if they need it. Over the past 12 months, as myki card replacement, account we’ve been out talking to organisations transaction report information and including Scope, Travellers Aid, Vision conflicting advice or information provision. Australia, Guide Dogs Victoria and Arthritis Generally speaking, cases received Walking the tightrope… Victoria. We’ve made ourselves accessible through our free call number, meetings in 2010 / 2011 for the other transport with commuters at convenient locations operators were quite similar to the An industry Ombudsman, such as the and the use of interpreters or other aids previous year (see page 26). PTO, has a unique role. Members of our where necessary, to enable effective and ombudsman scheme, like many others, independent conversations. So while case numbers across the last are drawn from the industry we oversee, two years are similar, the drivers have and yet we must remain at arm’s length As a result, we have investigated a small changed and we completed 30% more from that industry. We are not quite part number of complaints where access investigations. of the industry we oversight, nor is our to public transport services has not role that of a consumer advocate. We been effectively facilitated by operators. When reflecting on the past year’s are somewhere in the middle - a part of a Outcomes have included operator staff achievements, the commitment and network of independent dispute resolution training and increased awareness of dedication of PTO staff is demonstrated. bodies governed by the principles of disadvantaged commuter needs. This small team continually strives to impartiality, accessibility, fairness and achieve the PTO’s Vision and Mission, accountability. Being a member of this and I thank them for their ongoing support. network of dispute resolution bodies gives Case activity the PTO staff continual access to dispute In closing, this has been a year of huge resolution expertise and development. Comparing the 1,835 cases received in learning, engagement, reflection and 2009 / 2010 to this year’s 1,838 may give review for me and the PTO team. In 2011 The ombudsman role requires an the impression that complaints in public / 2012 I look forward to increasing the enormous amount of industry knowledge - transport are reasonably stable and have close links between the PTO, the Board, in my case, of the public transport sector. followed the same pattern. However, these scheme members and consumer groups It requires close, constructive working have been two quite different years. and continuing to build the PTO into a relationships with members of the scheme leading ombudsman scheme. - industry operators - to both learn, Cases received in 2009 / 2010 increased and share vital information about public by 50% compared with 2008 / 2009, transport to our community. following the introduction of myki from January 2010. The myki contact Like walking a tightrope, balance is centre’s communication and customer essential to meeting the challenge: To information processes initially required build relationships with members of the improvement. Although a relatively small scheme and other stakeholders, to be number of commuters tested the system accessible to consumers, and to maintain in early 2010, there were a number of Janine Young that all-important independence. implementation issues, hence PTO cases increased. By the middle of 2010, myki Ombudsman My role this year has been to further had improved its systems and processes Public Transport Ombudsman Limited consolidate these relationships, reinforcing and complaints to the PTO plateaued. the positive synergies between the independence of my office and the invaluable industry support we must continue to develop. 4 Public Transport Ombudsman Annual Report 2010/2011 About the PTO scheme The PTO was established in 2004 as a The members of the scheme are: free, confidential and impartial alternative • Bus Association Victoria Inc dispute resolution scheme available to • Metlink Victoria Pty Ltd people who use or are affected by the • Metro Trains Melbourne Pty Ltd public passenger transport services, • Southern Cross Station Pty Ltd or related activities of public transport