Public Transport Ombudsman Ltd ACN 108 685 552 PO Box 538 Collins Street West Melbourne VIC 8007 Freecall 1800 466 865 [email protected] About the Public Transport Ombudsman The Public Transport Ombudsman Limited (PTO) was established in 2004 as a free, confidential and impartial alternative dispute resolution scheme. It is available to people who use or are affected by the public passenger transport services, or public transport-related activities of the public transport operators. It operates in line with the Benchmarks for Industry­ based Customer Dispute Resolution Schemes (the Benchmarks). The aim of the scheme is to sort out complaints in a manner that is fast, free to consumers and independent, effective, efficient and fair, taking into account: • current laws, guidelines and regulations; and • good industry practice; Our Value Proposition The Public Transport Ombudsman (PTO) is a fair, free and fast service to sort out public transport complaints and help make the system better for everyone. • We're here to listen • We have the power to act, influence and drive change • We are highly skilled • We help people reach agreements • We're impartial and achieve fair resolutions • We act on opportunities to improve the system • We're here for the whole community Our History The Public Transport Ombudsman Scheme was established in 2004 to give Victorians an impartial avenue to make a complaint about public transport. The PTO is independent of Government and public transport operators. We have continued to grow and develop since 2004, refining the way we receive, investigate and resolve complaints and pursue best practice dispute resolution. There have been significant changes to the public transport landscape and to our membership, in response to the large scale public transport infrastructure works underway in Victoria. We are committed to continuous improvement and adapting to the needs of people using and impacted by public transport in Victoria. PTO in the Community We spend time going out into the community to raise awareness of the Public Transport Ombudsman (PTO) and what we do. It is important that the general public in Victoria know about the Public Transport Ombudsman so they can contact us if they have a problem with public transport in Victoria. We visit universities, migrant resource centres, disability expos and community groups to speak to people about the work of the Public Transport Ombudsman’s office and how we can help them. We also make connections with advocacy and support groups in the community to help promote our service to people and groups who may not know about us. Councils are often the first port of call for residents with public transport complaints, so we have developed ongoing relationships with local councils and provide them with information that they can easily provide to residents. PTO Scheme Structure The PTO Limited is an unlisted company limited by guarantee. It formally operates the PTO Scheme, with its Constitution establishing the office of Public Transport Ombudsman (PTO), who is vested with authority under the PTO Charter. There are currently 14 members of the PTO Scheme. • Bus Association Victoria • CDC Victoria • Department of Transport (Including Public Transport Victoria) • Level Crossing Removal Project • Metro Trains Melbourne • Rail Projects Victoria • SkyBus • Southern Cross Station • Transdev • Transit Systems Victoria (Sita Bus Lines) 2 of 4 27/08/2021 • Ventura Bus Lines • VicTrack • V/Line • Yarra Trams Our Board The PTO Board comprises a Chairperson and six Directors. The Chairperson and three Consumer Directors are appointed by the Minister for Public Transport, and three Directors are appointed by Department of Transport (DoT), Metro Trains Melbourne, V/Line, Yarra Trams and BusVic in accordance with an annual industry- director appointment protocol. The current members of the Board are: • Kay Rundle – Chair • Bernard Stute – Company Secretary • Glenyys Romanes – Consumer Director • Llewellyn Prain – Consumer Director • Mark Davies – Consumer Director • Jonathan McKeown – Industry Director (V/Line) • Marika Harvey – Industry Director (Department of Transport) • Adele McCarthy – Industry Director (Yarra Trams) Our Charter The rules about what we do and how we do it are largely set out in our Charter. Our Charter sets out our jurisdiction and functions, as well as the powers and responsibilities of the Ombudsman. The PTO Charter was last revised in June 2013. The Benchmarks We also comply with the Benchmarks for Industry-based Customer Dispute Resolution (the Benchmarks) which were published by the Federal Government in 1997 and reviewed in 2015. 3 of 4 27/08/2021 The Benchmarks were created to encourage best practice in external dispute resolution schemes like the PTO. The Benchmarks are central to our day to day work, as well as our long term and strategic planning. The six Benchmarks are: 1. Accessibility 2. Independence 3. Fairness 4. Accountability 5. Efficiency 6. Effectiveness The Benchmarks are supported by the Key Practices for Industry-based Customer Dispute Resolution (Key Practices) which set out practical ways in which we can implement the Benchmarks. You can read about the Benchmarks here and the Key Practices under the Benchmarks here. 4 of 4 27/08/2021 Public Transport Ombudsman Ltd ACN 108 685 552 PO Box 538 Collins Street West Melbourne VIC 8007 Freecall 1800 466 865 [email protected] Position Description Title Assistant Ombudsman Contract Full Time Team and relationships The Assistant Ombudsman forms part of the executive leadership team at the PTO, comprised of the Ombudsman and Assistant Ombudsman, supported by the Business Services Manager and Company Secretary. The Assistant Ombudsman manages a team of 6 – 8 staff. Salary $130,000 - $145,000 + Superannuation Reports to Ombudsman Role Purpose The Assistant Ombudsman provides leadership at the Public Transport Ombudsman supporting its objective to provide a free, fair, and efficient service to consumers that delivers on the PTO’s Value Proposition, strategic plans and annual operating plans. The Assistant Ombudsman second in charge to the Ombudsman and is responsible for the day-to-day operations of the PTO and the positive reputation of the quality and effectiveness of the PTO services to our key stakeholders. The Assistant Ombudsman takes accountability for ensuring the services are contemporary and continuously improving in-line with best practice ADR schemes and supports the Ombudsman in delivering services and access to justice for the whole Victorian Community. Role Responsibilities The Assistant Ombudsman is primarily responsible for the achievement of the complaint handling Key Performance Indicators and operating an effective and efficient service which meets the needs of members and consumers. Responsibilities include: • using data and sound judgement to inform business planning, budget preparation and sufficient resourcing. • demonstrating sound judgement to make recommendations about the PTO’s charter and jurisdiction • ensuring staff are being supported, managed and developed appropriately to deliver the service of the PTO to a high standard specifically ensuring the benchmarks of effectiveness, efficiency and fairness are met • regular engagement with PTO scheme members, and government departments or agencies if required, regarding specific complaints and broader issues affecting the industry • ensuring all PTO case handling policies and procedures are fit for purpose • ensuring the PTO systemic issue function is identifying and addressing potential systemic issues and opportunities for improvement with members. • provision of accurate and timely information about the PTO’s role to produce PTO public reports and submissions, in line with agreed project plans. • preparing and presenting management reports for the Ombudsman and/or PTO Board as required. • Providing advice to the Ombudsman about complaints, and complaint handling guidelines. • project governance, sponsorship, and leadership to deliver key strategic objectives and the business plan within budgetary constraints and agreed timeframes • leading the occasional briefing and management of legal services engaged by the PTO in collaboration with the Ombudsman • undertake Assistant Ombudsman review of complaints seeking a review under the PTO guidelines and make decisions where necessary according to the PTO charter • representing the PTO at external meetings and consultations where appropriate • managing the PTO in the absence of the Ombudsman, including the ability to assume the role of Acting Ombudsman between Ombudsman appointments, subject to appointment by the PTO Board • ensuring that the PTO provides a safe workplace, free from discrimination. 2 of 4 27/08/2021 Key Accountabilities The Assistant Ombudsman ensures: • enquiries and complaints are effectively and efficiently received, assessed, investigated, conciliated and resolved in line with PTO policies and procedures • quality standards are maintained, including the delivery of customer satisfaction surveys that contribute to continuous improvement of the PTO services • organisational risks are identified, mitigated, and managed as a key risk owner under the PTO’s risk management policies and procedures • in collaboration with the Business Services Manager, reviewing and monitoring complaint handling IT systems including reporting systems, to meet the needs of the organisation • in collaboration with the Business Services Manager, preparing and submitting