2020 ANNUAL REPORT PTO Scheme members

On 1 July 2019, Public Transport (PTV) together with VicRoads merged with the Department of Transport (DoT) to create an integrated transport department.

Our value Contents

proposition Year at a glance...... 4 Complaints and investigations...... 12 The Public Transport Ombudsman is Chair’s report...... 6 a fair, free and fast service to sort out Systemic issues...... 14 public transport complaints and help Ombudsman’s report...... 7 make the system better for everyone. In the community...... 16 We’re here to listen. Our Board...... 8 We have the power to act, Accessibility and inclusion...18 influence and drive change. Scheme review...... 9 We are highly skilled. Approaches with issues by member...... 20 We help people reach agreements. COVID-19 and public transport...... 10 We’re impartial and achieve fair resolutions. Summary financial report.....22 We act on opportunities to improve the system. We’re here for the whole community.

2 3 ear at a glance Common issues within approaches

3373 472 1956 1701 1592 1200 631 APPROACHES INVESTIGATIONS COMPLAINTS STAFF SERVICE TICKETING LAND & TO THE PTO OPENED RECEIVED -334 COMPARED TO DELIVERY -186 COMPARED TO INFRASTRUCTURE 2018/19 F.Y. 2018/19 F.Y. -234 COMPARED TO -107 COMPARED TO -245 COMPARED TO -74 COMPARED TO -28 COMPARED TO 2018/19 F.Y. 2018/19 F.Y. 2018/19 F.Y. 2018/19 F.Y. 2018/19 F.Y.

595 350 6340 310 215 214 122 ENQUIRIES ABOUT APPROACHES ABOUT ISSUES WITHIN TRAMS, TRAINS COVID-19 * INFRINGEMENT ACCESSIBILITY MEMBERS NON MEMBERS APPROACHES & BUSES *NEW ISSUE, NOTICES -72 COMPARED TO +248 COMPARED TO -130 COMPARED TO -624 COMPARED TO -49 COMPARED TO READ MORE -114 COMPARED TO 2018/19 F.Y. 2018/19 F.Y. 2018/19 F.Y. 2018/19 F.Y. 2018/19 F.Y. ON PAGE 10 2018/19 F.Y.

1644 Approaches per month ow people contacted us EMAIL

400 COVID-19 STATE 960 369 360 350 348 OF EMERGENCY TELEPHONE 318 327 320 300 295 289 250 252 715 WEBSITE 200 179 150 158 158 29 100 LETTER 50 0 25 Jul 2019 Aug 2019 Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 0 500 1000 1500 2000 FACEBOOK

4 5 Chair’s Ombudsman’s Report Report

I am pleased to present the 2019/20 Annual Report as Welcome to my first report as Acting Ombudsman Chair of the PTO in one of the most extraordinary and in an extraordinary year of change and challenging years in our 16 years of operation. upheaval for Victorians.

I start by acknowledging the incredibly difficult situation While 2020 has been a very tough time for all of us, it We are experiencing an unprecedented time with During the year we launched a Have Your Say section our members find themselves in during this COVID-19 has also shown that it is as important as ever to provide COVID-19 fundamentally changing the way we on our website to allow consumers to highlight such pandemic, with unprecedented low passenger numbers free and accessible advice to people about their public work and live our lives. The year began with the rate issues for attention even if they do not wish to make a on public transport in Victoria. This has in turn, affected transport complaints. PTO staff are to be congratulated of approaches to the PTO Scheme exceeding the complaint through our office themselves. You can read our operations at the PTO so, like many businesses on seamlessly making the transition to working from previous year. Service delivery issues were the main more about our work on systemic issues on page 14. in Victoria, we have made some significant changes home, continuing to provide effective and timely dispute driver of complaints, up by 6%. This type of consumer Public transport is an essential service that enables to the way we operate and manage our Scheme. resolution services meeting the PTO’s performance complaint is understandable given there was growing independence and community participation for many targets. The Board was pleased to see the PTO make patronage and a lot of activity on the network, including This year saw the end of an era for Ombudsman Victorians. As restrictions ease and we head towards progress on initiatives addressing the independent ongoing construction, infrastructure upgrades and Treasure Jennings who resigned after five and a half COVID-normal, the PTO and its members will need Scheme review recommendations received last year. routine maintenance. We heard from many consumers years at the PTO to take up two exciting and challenging to respond to transformed consumer expectations dissatisfied about cancellations, late services and roles as the Mental Health Complaints Commissioner I wish to extend my thanks to Industry Director and sentiment. Community confidence in how disruption to timetabled services, both planned and and Disability Services Commissioner for Victoria. Peter Ryan for his valuable contribution to the PTO’s public transport is delivered and how concerns are unplanned. Pleasingly, in the first nine months staff Throughout her time Treasure helped the PTO mature governance whose term finished during the year. I addressed will influence people’s decision about how issues within approaches had decreased (-7%), as had and grow, developing constructive relationships with thank all the Industry and Consumer Directors and they travel, and importantly, if they travel at all. myki (-13%) compared to the same period last year. our members, tackling systemic issues and ensuring Company Secretary for their professionalism and Raising awareness of the work we do and reaching that the focus remains on a public transport system dedication, and our members’ staff who continue to The onset of COVID-19 meant that patronage on consumers is an important focus for us, so we that is not only efficient and effective, but fair and take a cooperative and proactive approach to working the network rapidly declined, as did the number of expanded our social media engagement, redeveloped accessible. Treasure helped the PTO extend its with the PTO team in these challenging times. approaches to the PTO. The PTO recorded 3373 our website, and launched new strategic initiatives reach through projects such as the Travel Assistance approaches to the PTO for the full year, down 6% from Finally, on behalf of the Board I want to thank Treasure, like our Accessibility and Inclusion Action Plan. Program which assists vulnerable students in the 3607 the previous year. Complaints and investigations Simon and the wider team of accomplished PTO Read about our accessibility, engagement, western suburbs to stay connected to school using handled by my office decreased 13% from 2780 to 2428. staff for continuing to deliver their highly skilled and awareness initiatives on page 18. public transport (page 19). We are very grateful to complaint handling services, providing independent COVID-19 changed the complaint mix, consumer Treasure for her thoughtful and effective leadership of I would like to thank the hard-working PTO team who dispute resolution for consumers and members complaint focus shifted from service delivery to ticketing the PTO and wish her all the best in her new roles. continue to deliver a professional, independent, and and providing useful insights about improving and the management of land and infrastructure. excellent service to consumers and members during The Board appointed Simon McKenzie as Acting the public transport system for everyone. Changes in consumer circumstances drove complaints these uncertain times. I also thank the members of Ombudsman, allowing the organisation time to see about ticket refunds and changes to passes, leading the PTO Scheme for their participation and support. through the current COVID-19 restrictions and giving to 21 investigations. In 136 approaches during the the Board time to conduct the recruitment for the new last 3 months of the year, consumers cited COVID-19 Finally, I extend my congratulations to Treasure Ombudsman. Simon has been with the PTO for more considerations as relevant to why they approached Jennings on her appointment to the roles of Victoria’s than six years, most recently as Deputy Ombudsman. the PTO. You can read more about the issues Mental Health Commissioner and Disability Services Kay Rundle consumers raised linked to COVID-19 on page 10. Commissioner and thank her for her leadership Chair and tremendous contribution to the PTO. It is important to listen to consumers who take the time to tell us that public transport or an individual operator hasn’t met their expectations. The way in which our members address consumer’s COVID-19 related concerns while striving for continuous improvement will be fundamental to bringing passengers back as movement Simon McKenzie linked to economic and social activity returns. We are Acting Ombudsman committed to working with our members on several levels; resolving individual disputes and identifying potential improvements or systemic causes of complaint.

6 7 The PTO is governed by a Board of consumer Read the full and industry representatives with an independent Scheme Review Our Chair. The responsibilities of the Board include Scheme report and the PTO oversight of the PTO Scheme and maintenance of Board’s response Board the day-to-day independence of the Ombudsman. Review on our website.

Kay Rundle Dr. Chris Lowe In 2019 the PTO underwent Chair Industry Director (BusVic) an independent Scheme Kay has been the PTO Chair since since December 2017 review, as required November 2015. Kay has an Chris has been the Executive extensive background as former Director of Bus Association every five years. CEO of local government and has in Victoria since 2008, the held several directorships and Chair industry representative body for The Scheme review was very appointments. As an executive bus operators and suppliers. positive about the compliance coach, she works with CEOs in Chris completed his MBA in government, hospitals, and schools. 2006 and PhD in 2016. of the PTO and how we deliver our services, but did recommend we continue to raise awareness of the Glenyys Romanes Marika Harvey work we do and simplify how Consumer Non-executive Industry Director (Public Transport Director since January 2018 Victoria) since December 2018 consumers find out about Glenyys is an AICD graduate, with Marika is the Director of Network and access our services. a background across all tiers of Performance Insights at the government including the Victorian Department of Transport. Marika Parliament, Commonwealth has extensive professional Ombudsman, Councillor and Mayor. experience in operations, corporate Glenyys is an active member communications and marketing, of many NGO committees and customer service, and contract community groups including the management in the public sector. Victorian Transport Action Group. In response we implemented some new and improved strategies, including: Llewellyn Prain Jonathan McKeown • Redeveloping our website to simplify the • Expanding our public communications to include Consumer Non-executive Industry Director (V/Line) functionality, prioritise user experience and meet additional social media channels including Twitter, Director since January 2016 since February 2020 the accessibility compliance standard of WCAG 2.1. LinkedIn and Instagram, giving us more ways to Llewellyn is an experienced company Jonathan is the Executive General The content of the website was rewritten into plain engage with our audience and providing alternative director and a Fellow of the AICD. Manager for Network Development English, optimised for search, with information ways to contact us and make a complaint. and Integration at V/Line. Jonathan in languages other than English added. She has a background in law and • Writing and filming a new updated public policy. Llewellyn has a vision has more than 25 years’ experience • Introducing a Have Your Say page on the Auslan information video for the impairment and is passionate about working with state and local website to capture issues about public website and social media. improving disability inclusion and government and private industry. transport which may not necessarily be an accessibility in our community. • Surveying students at O-Week events at individual complaint, and to help us identify four different Universities across issues that may be systemic in nature. to capture their experiences with public • Developing a comprehensive Accessibility and transport and awareness of the PTO. Inclusion Action Plan which includes measures for Mark Davies Bernard Stute • Staff undertook disability awareness training which raising awareness of the PTO and engaging with Consumer Non-executive Company Secretary will continue to be delivered on an annual basis. people with disabilities and their advocates. These Director since July 2016 Bernard has extensive experience measures include attending both metropolitan Opportunities to raise public awareness of the PTO Mark is a Chartered Accountant and in government and public transport and improve the ease with which a person can former CEO of local government. With having worked for more than 17 and regional disability expos, partnering with the extensive experience in the private years in the sector. He is a lawyer Disability Resource Centre (DRC) to participate complain to us when they are dissatisfied continues to sector and local government, Mark and has supported the PTO in in regional public transport workshops and be a focus. We are developing an Awareness Strategy now provides consultancy services the role of Company Secretary upgrading our website to make our systemic to make it easier for people to contact us, including to state and local governments. since its inception in 2004. investigations process more accessible. vulnerable people and people with accessibility needs.

8 9 Some of the COVID-19-related ticketing complaints COVID-19 and we received to 30 June 2020 included: Public Transport Anastasia was not given the opportunity to review Trevor requested a refund of his myki Pass the refund amount for her annual myki Pass before in March, before the option to ‘pause’ an it was processed. The refund she received was far less active Pass was announced. He contacted us than she was expecting, and she would not have opted because he realised the Pause was the better for the refund had she known this. option for him financially, but PTV had been Everyone’s lives were suddenly unable to reverse his request. impacted by the outbreak of Brian received inconsistent advice about returning COVID-19 in March, including public his myki card by post to receive a Pass refund. Vihaan ‘paused’ his active myki Pass but The requirement to return a myki card had been waived when he received his replacement card, he transport users. The restrictions during the COVID-19 pandemic, but his refund request saw it was loaded with fewer Pass days than he put in place to stop the spread of was declined on the basis he hadn’t returned his card. was expecting. He contacted the PTO as he had the virus meant that within the already spent weeks working with the PTV call Ron had a commuter club myki Pass and centre arranging his replacement card and was space of a week, thousands of requested it be refunded because he was left confused by the process. Victorians stopped commuting as no longer travelling. Only after he received the they began working and studying refund did he realise that he would be losing out on the discounted value and 40 free days from home (where possible). built into the Pass. While most COVID-19 related complaints were This meant that our office saw a spike about myki Passes, consumers also expressed Hamish held a tertiary student myki Pass frustration about confusing information provided in the number of complaints relating and called the PTV call centre to request by public transport operators on the phone and to COVID-19. Recognising that the information on travelling and Passes during online. There was a clear need for concise and pandemic was affecting customer’s Covid-19 restrictions. The call centre told him to easy to understand information for consumers check online, and PTV’s website suggested that his circumstances in a growing proportion when managing their myki Passes during the only option as a student Pass holder was to refund of complaints, we created a distinct new COVID-19 lockdown. Our office worked with the his myki card entirely. He contacted us as he hoped issue category for COVID-19, to help Department and operators to resolve complaints we could explore the option of him keeping his myki driven by COVID-19 impacts on commuters and us track these complaints and potential card and retaining the value of his Pass. opportunities for improvement. achieve outcomes they were satisfied with. Of the 215 COVID-19 issues within approaches we received until 30 June, around half were related to ticketing, including: refund delays, pausing myki Passes no longer in use and access to Issues within COVID-19 approaches accurate information about options to manage their myki Pass while working from home or travelling less. We also heard 15 concerns about social distancing, hygiene 50.7% 109 7% and cleaning of vehicles and network assets. TICKETING HYGIENE AND CLEANLINESS As the impact of COVID-19 on public transport became clearer, the Department of Transport reviewed ticketing and refund 58 27% 215 10 4.7% processes and introduced the ability for SOCIAL COVID-19 ISSUES IN INFORMATION consumers to Pause their myki. We worked DISTANCING 136 APPROACHES with the Department to ensure that all customer requests made before the new 21 options were created were reviewed, and 9.8% 2 0.9% that no consumers were disadvantaged by CUSTOMER POLICY EXPERIENCE the rapidly changing COVID-19 landscape.

10 11 Investigations Complaints and The PTO commenced 472 investigations, 109 less than last year. The reduction was more pronounced Investigations during the response to the COVID-19 pandemic. In the last quarter we commenced 91 investigations compared to 159 in the same quarter last year. The top issues contributing to disputes The PTO has a team of skilled and impartial Conciliators to help investigated were in the following categories: consumers and members resolve disputes and reach an agreement. • Staff: 590 issues We do this by conducting investigations into both the cause, and the handling of complaints • Myki: 310 issues in a process designed to address outstanding issues and focus on a fair outcome. • Service Delivery: 226 issues If there is no agreement, we may assess the case formally and look at whether the resolution • Land and Infrastructure: 107 issues offered by the member is fair. The Ombudsman also has the power to make a binding determination • Trams, Trains and Buses: 56 issues on unresolved matters if we do not think the offer of resolution goes far enough. It is understandable that staff issues like quality Complaint Causes COVID-19 of response to a complaint (277), lack of response In the first nine months of the year, the PTO dealt with Passenger trips decreased in line with COVID-19 (98), and failure to action undertakings (20) are 2109 complaints and investigations, up 6% on the restrictions, complaints to the PTO decreased as did prevalent in investigations. The PTO investigates previous year to date. As a full year total, we received the proportion of service delivery complaints. We unresolved complaints when a member has had more complaints about major construction and recorded 215 issues where consumers said COVID-19 a prior opportunity to look into the matter and the metropolitan rail, with complaints was relevant to why they had approached us, most consumer remains dissatisfied. Allegations of poor rising by 32% and Metro by 29%. This increase in involved ticketing (51%) and these included concerns conduct accounted for 10% of staff issues (60) and complaints reflects the amount of construction and about processing of refunds and sorting out myki should always be a focus for our members. upgrade occurring on the network and includes consumer Passes. Concerns about social distancing, including Myki issues featured in 160 investigations. The most frustration with planned and unplanned disruptions. overcrowding and expectations that more should be common complaint issues were dissatisfaction with delays The same period saw reduction in complaints about done to promote or enforce distancing was the next or calculations in refunds and reimbursements (101), and Transdev (-59%), Level Crossing Removal Project main issue for consumers (27%). Less common were disputes about top-ups (39). COVID-19 caused consumers (-56%), Department of Transport (PTV) (-27%), Yarra concerns about hygiene and cleaning on vehicles to reassess their pre-purchased myki Passes and seek Trams (-24%) and V/Line (-4%). The combination of and network assets (7%). The issues may change as refunds of myki Money balances. Many consumers were Victoria’s Big Build, growing patronage and the shock restrictions lift and patronage returns, we continue dissatisfied with the explanation of the value refunded of COVID-19 have led to a volatile year for members to collect data and provide information to members on partially used Passes. More flexible and simple myki and the movement in complaints and investigations involved in operating services and network planning. products may be required to meet consumer expectations reported by the PTO (-13%) should be seen within the context of unprecedented change on the network. as consumers return to the network under COVID-normal. One in ten myki investigations (19) involved mobile myki. Service delivery issues were present in 136 investigations, which is 46 less than last year due to COVID-19. The most Graham’s Story common service delivery issues were reliability (41), disruption (29), information (27) and punctuality (26). Graham contacted us after he had a negative interaction find the driver he was referring to. They gave Graham with a tram driver of a Circle Tram. advice confirming what the driver had said to him, that Outcomes The top issues contributing to he was not allowed to board the tram with a large box. Graham had purchased a stick vacuum cleaner when The PTO finalised 503 investigations, facilitating disputes investigated were in shopping at the Docklands precinct, west of the city Unhappy with this response, Graham contacted our office 397 conciliated settlements (79%). of Melbourne. The appliance came in a large box, for advice and assistance. We contacted on the following categories: and when Graham tried to board the tram, he was his behalf and worked with them to identify and locate The PTO continued to provide a full service to consumers told he wasn’t allowed to and that trams weren’t for the tram driver involved. Yarra Trams conceded that they during the transition to working from home, with 66% Staff: 590 issues couriers. He explained to the driver that he wasn’t a did not condone the conduct of the tram driver, or the of investigations finalised within 45 days, 83% finalised courier but had simply purchased the appliance for view about the size of the box allowed on trams from within 60 days and 94% finalised within 90 days. Myki: 310 issues himself. However, he still was not able to board the the initial response that had been given to Graham. Resolutions achieved included a range of tram and had to find alternative transport home. Service Delivery: 226 issues With assistance from our office, Yarra Trams undertakings by members, such as changes to Graham then contacted Yarra Trams to make a complaint offered Graham a goodwill gesture of movie processes, apologies and retraining and counselling Land and Infrastructure: 107 issues about the tram driver, explaining his experience. When tickets as an apology for his poor experience, staff. Financial redress in the form of refunds, Yarra Trams first responded to him, they said they couldn’t which Graham was happy with. compensation or goodwill gestures totalled $28,305. Trams, Trains and Buses: 56 issues

12 13 Systemic Improvement Systemic Opportunity We identified an improvement Yarra Trams explained that it is Issues opportunity for Yarra Trams after unable to publish performance there were delays in publishing their results until they are released by monthly performance results on their the Department of Transport (DoT). website. The Ombudsman considered Yarra Trams acknowledged that When the PTO identifies issues that may have the that due to these delays there may its Passenger Compensation Code potential to impact a number of consumers, they can be detriment caused to consumers. does not state that the publication of results may be delayed beyond Under the terms of Yarra Trams’ be raised as a systemic issue with a member. 10 days after the end of the month, Passenger Compensation Code, depending on when DoT releases the Issues come to our attention in various ways, including approaches to our office, inquiries through performance results must be results. Yarra Trams advised that the our Have Your Say page or via stakeholders from our many outreach activities. Once we have published no later than 10 days after Code will be updated to reflect this. identified an issue as a systemic issue, we classify it into one of four categories: the end of the month and eligible 1. Improvement Opportunity 3. Systemic Investigation passengers have until the end of the Yarra Trams also agreed with the An informal process used to highlight a A formal process involving a thorough analysis of month to apply for compensation. Ombudsman and advised that in the specific situation to an operator who may complaint data, operator records and the operator’s The Ombudsman was concerned event of any future publishing delays, want to improve a current set of practices. response to understand the scale of an issue and that any delay in publishing these it will extend the date passengers means of stemming detriment and providing redress. monthly results may mean that can apply for compensation 2. Systemic Enquiry consumers were not given a fair equal to the number of days the A more formal process which involves using 4. Issues of Ongoing Interest opportunity to request compensation. results have been delayed. the information from the members to decide We monitor various sources of information whether the issue has the potential to cause over a period of time to understand the extent widespread or repeated detriment. or impact of an issue and its nature.

The following are the systemic issues that Systemic we have recorded over the past year. Enquiry We worked with our members to finalise a number of ongoing issues of interest raised in the previous The PTO raised an enquiry with PTV Given the issue had the potential to year. This impact of COVID-19 on patronage and the number of approaches to the PTO Scheme then after an investigation of a consumer impact a number of consumers, the led to a reduced number of new issues raised with members compared to previous years. complaint identified issues that were PTO sought further information from potentially systemic. A consumer PTV under the systemic process Improvement Opportunities: Systemic Enquiries: complained to the PTO that they were about corrective measures introduced • Myki replacement process - no • Replacement bus service cancelled charged a myki Money fare during to prevent the issue from recurring. the Early Bird travel period (when option to arrange a refund instead during planned disruption due to After meeting with PTV, we accepted travel is free). As part of the PTO’s of a replacement card insufficient passenger numbers that the issue was an isolated waiting for the service investigation, PTV explained that a • Mobile myki - request for myki to be incident and PTV had introduced myki reader had been installed on submitted in order to process refund • Loud volume levels of PA sufficient means to prevent the the metropolitan train network but systems at regional stations matter from happening again. • Monthly performance results not incorrectly programmed as being published by date determined under • Myki reader programmed with incorrect located on the regional train network. When finalising the systemic enquiry, member Franchise Agreements location resulting in fare charges PTV refunded the consumer’s we suggested that the issue form during Early Bird travel period fare and all other consumers it part of PTV’s knowledge database • Bus company policies and driver identified as being impacted by the so that any reviews of fare charges training regarding passengers • Value of myki funds on unused myki cards issue. PTV explained that it was would rule out the possibility of a boarding with Guide Dogs. • COVID-19 response to myki exploring options to ensure that the programming error when the location Pass holders ceasing travel. problem did not happen again. of the myki transaction is in dispute.

14 15 In the Highlights from the O-Week survey Community Q: Did you know about the PTO 79.5% No

We continue to raise awareness of the work we do by promoting our 20.5% Yes services in the community. While 2020 was a challenging year for outreach, with the COVID-19 pandemic impacting many events, we found new ways Q: Have you ever had a complaint about to reach our audience to show that our Scheme is easy to use and has public transport no cost barriers (in accordance with the Benchmark of Accessibility). Throughout the year we engaged with the community, both in person 61.1% Yes and online, to simplify how consumers find out about and access 38.9% No our services ensuring that we reach those who need us most.

Q: If yes, did your complaint relate to DRC Workshops Social Media any of the below issues Before the onset of the COVID-19 lockdown in We expanded our social media presence beyond Facebook March, PTO staff attended a number of disability this year to include more channels such as Twitter, 32.6% Ticketing/Fines expos across metropolitan and regional Victoria LinkedIn and Instagram. This provides consumers with to provide information about our services, record another way to contact us or receive updates about public 31.9% Trains, trams or buses complaints and get first-hand information about transport or consumer issues that may affect them. systemic accessibility challenges on public 25.2% Service delivery transport. These included the Valid ‘Having A Say’ Disability Expo in and the Disability 21.5% Travel concessions Resource Centre (DRC) disability and accessibility forums in Gippsland ( and Sale). 16.3% Accessibility After the DRC workshops moved online due to the COVID-19 restrictions, we participated in a virtual 14.8% Public transport staff workshop on accessibility, speaking to the panel about the cases PTO has seen throughout the year 11.9% Other and systemic issues that we have investigated. Outreach This gave us the opportunity to explain to the panel We began the new year at university campuses across just why complaining is so important in helping Melbourne to engage with students and staff, talking Q: What could we do to make it easier us to identify and raise systemic issues to make about their public transport issues and how they can for you to contact us if you have a improvements to the public transport system. involve our office when things go wrong. Myki and complaint about public transport concession complaints featured strongly in the issues Victorian Law Week raised with us, and we received lots of general feedback Information at stations 49.5% & on trains, trams & buses As Victorian Law Week was also moved online on the public transport system, both bad and good. due to COVID-19 restrictions, we developed More information 45.8% about PTO on campus a virtual event with the Ombudsman and the O-Week Survey Victorian Law Foundation in Melbourne. With the One of the recommendations of the Scheme review was Stronger social 33.2% media presence aim of reaching a new and engaged audience to increase awareness of the PTO and how people can online, we recorded a Q & A session with former access our services so we attended four University O-Week 32.6% More info about Ombudsman Treasure Jennings, to explain how Market Day festivals across Melbourne. Because young PTO online alternative dispute resolution schemes such as the people are more likely to have low complaint efficacy, 5.3% Nothing PTO promote fair, free and fast access to justice we conducted a survey at these Universities to capture and how we are continuing to take complaints students’ knowledge of the PTO and our services, and to 1% Other and resolve issues during the pandemic. gain insight into their experiences with public transport.

16 17 Accessibility and Inclusion

The accessibility of public transport continues to be a major Accessibility Bulletin 2020 focus of the work we do. Accessible public transport is In April, we released our second annual Accessibility essential to meet the needs of everyone’s daily lives and Bulletin, which looked at some of the accessibility challenges facing Victorians using public transport, support them to participate fully in the community, and we or who are affected by public transport works. The continue to implement new and improved ways to address this. Bulletin explored some of the current issues with accessibility and the measures we are taking to make it easier for people to complain to us. Since 2014, complaints about accessibility of public transport have comprised between two to seven per Accessibility and Have Your Say cent of the total complaints we receive. We believe this figure under-represents the difficulties faced by Inclusion Action Plan Our systemic issues process is one way in which we some people accessing public transport. We continue At the start of the year we developed a can address systemic failings regarding accessibility to hear from advocacy agencies who tell us that comprehensive Accessibility and Inclusion and bring about improvements to the public transport people who are more vulnerable are very often unlikely Action Plan which includes measures for raising system. We identify potential systemic issues or unwilling to complain when things go wrong. through the complaints we receive, from advocacy awareness of the PTO, engaging with people with Further to this, our research tells us that people with or community organisations, and sometimes from disabilities and their advocates, reaching young disabilities in particular are less likely to complain when the public transport operators themselves. people, those living in regional or rural Victoria things go wrong. Because of this, it is important that and for people from non-English backgrounds. To make it even easier for people to contact us public transport is accessible and that our services are Some of these measures include attending about issues with public transport we implemented accessible to people when they want to make a complaint. a Have Your Say feature on our website. The feature both metropolitan and regional disability expos, We continued to build on our partnerships with allows us to capture issues from people who may partnering with the Disability Resource Centre organisations like the DRC to identify and address not necessarily want to make a complaint but want (DRC) to participate in regional public transport barriers to accessible public transport and make to alert us to an issue with public transport they think workshops and upgrading our website to make our sure everyone feels they have a voice when it may affect more people. Namely, a systemic issue. systemic investigations process more accessible. comes to complaining about public transport. After people leave the information about the Auslan Video issue, we then assess it to decide if it raises a Travel Assistance Program As part of the Public Transport Ombudsman systemic issue that needs to be addressed. This year saw the expansion of the award-winning Travel Awareness Strategy for 2020 we are making Feedback from organisations like the DRC and Assistance Program to more schools with the help of it easier for people to contact us, including Traveller’s Aid tells us that the Have Your Say page a grant from the State Government. We continued to people with accessibility needs. is an important step in reaching more people and work with WEstjustice and other partners to support This year we filmed a newAuslan video in spoken providing easy access to vulnerable groups. students in the City of Wyndham who face challenges word and Auslan, providing information about what getting to school because of housing instability. we do and how people can access our service. WEstjustice continue to work on managing the program The film was shot at various locations around with the monthly vulnerable persons Pass, which is Melbourne and Victoria on public transport with being trialled by the Department of Transport. We have the assistance of Auslan interpreters. Auslan is the continued to support the program to ensure all students on Australian sign language for people who are Deaf. the program have the best support and travel outcomes. Partners in the program include Victorian Council of Social Service, the Department of Education, the Department of Transport, the City of Wyndham and Metro. All members of the Steering Committee have an overriding commitment to support the students on the program to Screengrab from the PTO Auslan video get the support they need and to continue their schooling.

18 19 Approaches With Issues by Member

BUSVIC 2019-2020 DEPARTMENT OF TRANSPORT (PTV) 2019-2020 SOUTHERN CROSS STATION 2019-2020 TRANSDEV 2019-2020 Investigation 41 Investigation 180 Investigation 1 Investigation 12 Member - Complaint 74 Member - Complaint 477 Member - Complaint 13 Member - Complaint 54 Member - Enquiry 4 Member - Enquiry 250 Member - Enquiry 4 Member - Enquiry 10 Assisted Referral 9 Assisted Referral 135 Assisted Referral 1 Assisted Referral 6 Total 128 Total 1,042 Total 19 Total 82 Top Issues Top Issues Top Issues Top Issues Staff 142 myki 902 Land and Infrastructure 14 Staff 86 Service Delivery 92 Staff 452 Staff 4 Service Delivery 49 Buses 27 Service delivery 101 Accessibility 1 Buses 19

LEVEL CROSSING REMOVAL PROJECT 2019-2020 METRO TRAINS 2019-2020 2019-2020 VICTRACK 2019-2020 Investigation 15 Investigation 103 Investigation 10 Investigation N/A Member - Complaint 26 Member - Complaint 578 Member - Complaint 33 Member - Complaint 6 Member - Enquiry 1 Member - Enquiry 146 Member - Enquiry 1 Member - Enquiry 2 Assisted Referral 3 Assisted Referral 72 Assisted Referral 3 Assisted Referral 3 Total 45 Total 899 Total 47 Total 11 Top Issues Top Issues Top Issues Top Issues Land and Infrastructure 59 Service Delivery 763 Staff 46 Land and Infrastructure 12 Staff 35 Staff 405 Service Delivery 29 Staff 3 Service Delivery 14 Land and Infrastructure 234 Buses 6 N/A N/A

RAIL PROJECTS VICTORIA 2019-2020 SKYBUS 2019-2020 V/LINE 2019-2020 YARRA TRAMS 2019-2020 Investigation 9 Investigation 3 Investigation 53 Investigation 45 Member - Complaint 25 Member - Complaint 17 Member - Complaint 208 Member - Complaint 130 Member - Enquiry 2 Member - Enquiry 16 Member - Enquiry 141 Member - Enquiry 18 Assisted Referral 3 Assisted Referral 2 Assisted Referral 52 Assisted Referral 26 Total 39 Total 38 Total 454 Total 219 Top Issues Top Issues Top Issues Top Issues Land and Infrastructure 44 Staff 16 Service Delivery 250 Staff 182 Staff 28 Ticketing 12 Staff 231 Service Delivery 85 Service Delivery 4 Service Delivery 6 Land and Infrastructure 75 Land and Infrastructure 54

20 21 BALANCE SHEET Summary financial report As at 30 June 2020 2020 2019 $ $ The following is a concise version of the Financial Report for the Public Transport Ombudsman Limited for CURRENT ASSETS Cash and cash equivalents 1,071,689 893,986 the year ending 30 June 2020. The financial statements and specific disclosures contained in this concise Trade and other receivables 493,248 601,722 financial report have been derived from the full financial report and the concise financial report cannot be Other assets 308 4,097 expected to provide as full an understanding of the financial performance, financial position and financing Total Current Assets 1,565,245 1,499,805 and investing activities of the entity as the financial report. NON-CURRENT ASSETS Property, plant and equipment 20,434 29,560 Right of use asset 234,485 - DISCUSSION AND ANALYSIS OF THE COMPREHENSIVE INCOME STATEMENT Intangible assets 40,398 31,598 REVENUE FROM ORDINARY ACTIVITIES Total Non-Current Assets 295,317 61,158 Revenue for the period ending 30 June 2020 was $2,319,415. This was derived from the following sources: Total Assets 1,860,562 1,560,963 • Annual Levies from Members: $2,258,447 CURRENT LIABILITIES Trade and other payables 163,966 168,716 • Profit on sale of PPE: $45; and Right of use asset liability 121,332 - • Other Income: $63,923 Employee benefit liability 105,255 80,381 Other liabilities 713,387 760,032 OPERATING EXPENSES INCOME TAX Total Current Liabilities 1,103,940 1,009,129 Operating Expenses for the period ending 30 June 2020 The Australian Taxation Office (“ATO”) issued a private tax NON-CURRENT LIABILITIES were $2,193,234. The majority of operating expenses ruling declaring that the company is deemed exempt from Provisions 28,158 28,158 were employee benefits ($1,674,082), telephone and IT income tax for the financial years ending 30 June 2019 to Right of use asset liability 120,552 - expenses ($141,270), depreciation and amortisation 30 June 2022. Employee benefit liability 14,133 56,078 expenses (149,195) and occupancy expenses ($48,685). Total Non-Current Liabilities 162,843 84,236 Total Liabilities 1,266,783 1,093,365 DISCUSSION AND ANALYSIS OF THE STATEMENT OF FINANCIAL POSITION NET ASSETS 593,779 467,598 EQUITY TOTAL ASSETS TOTAL LIABILITIES Retained surplus 593,779 467,568 Total assets increased by $299,599 during the period due Total Liabilities increased by $173,418 during the period. Total equity 593,779 467,568 primarily to an increase in total current assets of $65,440 This is due to an increase in total current liabilities of and an increase in non-current assets of $234,159. $94,811 and non-current liabilities of $78,607. STATEMENT OF CHANGES IN EQUITY For the year ended 30 June 2020 2020 2019 $ $ DISCUSSION AND ANALYSIS OF THE STATEMENT OF CASH FLOWS Total Equity at the beginning of the financial year 467,598 481,122 CASH FLOWS FROM OPERATING ACTIVITIES Total comprehensive income for the year 126,181 (13,524) Cash at the end of the financial year as shown in the statements of cash flows is $1,071,689. This was derived from: Total Equity at the end of the financial year 593,779 467,598 • Cash inflow from operating activities $328,235 • Cash outflow from investing activities ($28,383) STATEMENT OF CASH FLOW • Cash outflow from financing activities ($122,149); and For the year ended 30 June 2020 2020 2019 $ $ • Cash and cash equivalents at the beginning of financial year $893,986. CASH FLOWS FROM OPERATING ACTIVITIES Audited Financial Statements and Directors’ Report for the Public Transport Ombudsman Limited have been lodged with ASIC in accordance with the Corporations Act requirements.. Receipts from Members 2,342,227 1,933,651 Payments to suppliers and employees (2,074,915) (1,980,755) Other Income 50,000 - INCOME STATEMENT Interest received 10,923 17,125 For the year ended 30 June 2020 2020 2019 Net cash inflow from operating activities 328,235 (29,979) $ $ CASH FLOWS FROM INVESTING ACTIVITIES REVENUE 2,319,415 2,070,003 Payments for office equipment (6,110) (6,973) Employee benefits expense 1,674,082 1,567,132 Payments for intangible assets (22,920) (22,920) Proceeds from office equipment 647 - Depreciation and amortisation expense 149,195 56,057 Occupancy costs 48,685 136,802 Net cash (outflow) from investing activities (28,383) (29,893) Telephone and IT expenses 141,270 138,901 CASH FLOWS FROM FINANCING ACTIVITIES Consultancy expenses 41,739 60,582 Lease liability (113,042) - Other expenses from ordinary activities 138,263 124,053 Interest (9,107) - Net cash (outflow) from financing activities (122,149) - (Loss) / Surplus before income tax expense 126,181 (13,524) Income tax expense - - Net increase (decrease) in cash and cash equivalents 177,703 (59,872) Cash and cash equivalents at the beginning of financial year 893,986 953,858 Total Comprehensive (Loss) / Income for the year 126,181 (13,524) Cash and cash equivalents at the end of financial year 1,071,689 893,986

22 23 CONTACT US Telephone 1800 466 865* * Free from landlines, standard rates apply for calls from mobiles. If you call from a mobile you can ask us to call you back. If you are deaf, or have a hearing or speech impairment you can contact us by: National Relay Service (NRS) • Contacting the National Relay Service • Providing the NRS with the Public Transport Ombudsman number (1800 466 865). If you speak a language other than English you can contact us by: Translating and Interpreting Service (TIS) • Information about TIS can be found on the TIS website. • 131 450 Complaint form Submit a complaint via our online complaint form here. Email [email protected] * Emails received outside of PTO business hours are addressed the next business day and you should hear back from us within three business days. Mail address Public Transport Ombudsman PO Box 538 Collins Street West MELBOURNE VIC 8007 Social media facebook.com/PublicTransportOmbudsman/ twitter.com/ptovic Hours of operation 9.00 am to 5.00 pm Monday to Friday