1 PTO SCHEME MEMBERS ABOUT US CONTENTS The membership of the PTO is changing to reflect changes in the public The Public Transport Ombudsman was YEAR AT A GLANCE 4 established in 2004 to receive, investigate transport landscape. CHAIR’S REPORT 6 and resolve complaints about public In 2018 Melbourne Metro Rail Authority changed its name to Rail Projects transport in Victoria. OMBUDSMAN’S REPORT 8 Victoria. Rail Projects Victoria is a state government body responsible for We are independent and provide a service PTO BOARD 10 delivery of the Melbourne Metro Tunnel project, Regional Rail Revival, the that is free, quick and fair. SERVICE DELIVERY AND DISRUPTIONS 12 high speed rail link between Geelong and Melbourne and the future We also investigate systemic issues and VALUE PROPOSITION 14 Melbourne Airport Rail Link. work with members and government to improve public transport for all Victorians. WE’RE HERE TO LISTEN 16 SkyBus joined as a member of the PTO Scheme with effect from 1 July 2018. • How people contact us 17 • Approaches by location 18 • Consumer satisfaction survey results 19 O U R WE HAVE THE POWER TO ACT, INFLUENCE AND DRIVE CHANGE 20 BENCHMARKS • WEstjustice 21 We comply with the Commonwealth WE ARE HIGHLY SKILLED 22 Government’s Benchmarks for Industry-based • Consumer feedback 23 Customer Dispute Resolution (the Benchmarks) which promote best practice in industry dispute • Staff spotlight – Amanda 24 • BusVic resolution schemes. WE HELP PEOPLE REACH AGREEMENTS 26 • Level Crossing Removal Authority (LXRA) The six Benchmarks are: • How we investigate 26 • Metro Trains Melbourne (Metro) • Accessibility • Investigation trends 27 • Public Transport Victoria (PTV) • Independence • Case study – Nala’s story 28 • Rail Projects Victoria • Fairness WE’RE IMPARTIAL AND • SkyBus • Accountability ACHIEVE FAIR RESOLUTIONS 30 • Southern Cross Station • Efficiency • Fair outcomes 30 • Transdev Melbourne (Transdev) • Effectiveness • Case study – Miriam’s story 32 • VicTrack The Benchmarks underpin everything we do, WE ACT ON OPPORTUNITIES • V/Line from strategic planning to dispute resolution and TO IMPROVE THE SYSTEM 34 raising community awareness about the PTO. • Yarra Trams • Systemic improvement Our performance against the Benchmarks is opportunities 36 independently assessed every five years. WE’RE HERE FOR THE WHOLE COMMUNITY 38 • Where people heard about the PTO 39 • Making connections 40 APPROACHES BY PTO MEMBER 42 SUMMARY FINANCIAL REPORTS 44 CONTACT US 46 2 | Public Transport Ombudsman | Annual Report 2018 THE YEAR AT A GLANCE Service delivery issues such as punctuality and reliability of services overtook myki ticketing issues as the most common issue in approaches to the office. Service delivery issues rose 41% compared to last year. Approaches about infringement notices and fines fell by 27%. Infrastructure and rolling stock issues decreased slightly, by 2%, and there were minor increases in myki issues (7%) and staffing issues (5%). TOTAL APPROACHES 3056 TO THE PTO +40 compared to 2016/17 F.Y. 1194 504 448 COMPLAINTS CONSUMERS RELATED TO RECEIVED HELPED NON MEMBERS +47 compared to −82 compared to −91 comp ared to 2016/17 F.Y. 2016/17 F.Y. 2016/17 F.Y. 579 31 5 595 INVESTIGATIONS REQUESTS FOR INVESTIGATIONS FINALISED INFORMATION CONDUCTED +189 compared to +3 compa red to +163 compared to 2016/17 F.Y. 2016/17 F.Y. 2016/17 F.Y. 4 | Public Transport Ombudsman | Annual Report 2018 Public Transport Ombudsman | Annual Report 2018 | 5 CHAIR’S REPORT This year marks another 12 months where the complexity of cases Secretary Bernard Stute for It’s with great pleasure that increased and the mix of complaints shifted in-line with increasing his ongoing dedication and I present the PTO Annual pressure on the public transport network. Nevertheless, it was a year of stellar professionalism. I would Report for 2017/18. performance by Treasure and her team, with all major targets met or exceeded. also like to extend my thanks to Emilie Perrot from Yarra The PTO Board continues to of the PTO from 1 July pathways to lodge a complaint Trams for her highly valuable recognise the importance 2018. SkyBus operates with the PTO. Using the contributions during the Yarra Kay Rundle of improving community an express transit service stakeholder survey, the PTO Trams Director rotation which Chair awareness of the PTO scheme from Melbourne airport to executive, staff and board ends at the end of 2018, and to Public Transport Ombudsman and simplifying the pathway suburbs across Melbourne. have been able to develop Dr. Jacques Liebenberg from to lodging complaints. This the PTO value proposition Metro Trains who resigned The survey of our key year saw the Board seek to (VP), which demonstrates earlier this year, replaced by stakeholders which was have simplified information how our services and value Peter Ryan. Dr. Liebenberg commissioned by the PTO provided on messaging from align with the expectations was also a highly skilled and Board last year, told us that Public Transport Victoria of all our stakeholders. The valued member of the board. members believe the PTO is (PTV) to consumers regarding PTO’s value proposition is valuable, professional and that This year we also welcomed their rights to complain to outlined on page 14 of this we do a good job. However Glenyys Romanes to the PTO. The change appears to report. Developing the VP we also learned that broader Board as a consumer The survey of our key have made it less ambiguous was a highly collaborative awareness of PTO services director. I’m also pleased to for consumers to seek fair exercise underpinned by the stakeholders which was needs to be improved to confirm my reappointment and impartial outcomes cohesive working environment commissioned by the build on our effectiveness. as Chair of the PTO board to their complaints and of the PTO team and Board. PTO Board last year, told This sentiment was echoed until 2021 and the extension the Board acknowledges us that members believe in an additional survey of On a personal note, of consumer directors Mark PTV’s cooperation in public transport users who I would like to thank the Davies and Llewellyn Prain the PTO is valuable, making these changes. are seeking more information industry and consumer for a further two years. professional and that The PTO also welcomed about us on the network, directors for their work we do a good job. SkyBus to the membership and more straightforward and in particular, Company 6 | Public Transport Ombudsman | Annual Report 2018 Public Transport Ombudsman | Annual Report 2018 | 7 The intrinsic goal of OMBUDSMAN’S the PTO is to provide a service which meets REPORT the needs of all our stakeholders and this means adapting to changing needs within the environment. I’m pleased to present my fourth annual report operators understand been recently acknowledged I’d like to extend my thanks as Public Transport Ombudsman. where and how they might by the Australian Dispute to the Board of the PTO and improve their service. Centre’s ADR awards for Chair, Kay Rundle for their Unsurprisingly, complaints to my office over the past year have seen a 2018 as the winner under commitment to the PTO and Sometimes we do this by substantial increase to issues associated with disruptions and congestion the category of innovation. their support for me and my identifying concerns from team. I’d also like to thank as public transport services struggle in some areas due to increases in groups of people who may During this work we discovered our scheme members and passenger demand coupled with the disruption due to upgrade works. not complain to us in large that the limitations to the broader stakeholder groups for Overall complaints have increased by 4% from last year and investigations numbers, but who might be myki account system have, their cooperation and interest have increased by 38% to 595 from last year’s total of 432. vulnerable. This approach has at times, made it challenging in the PTO and in particular, driven our ongoing work with for schools to participate in Given the level of scheduled The intrinsic goal of the PTO our stakeholders and the for their participation in WEstjustice Community Legal the pilot program. The pilot disruptions, these increases is to provide a service which community and as a result, feedback on our services. Centre in an effort to think has also highlighted that are within an expected range meets the needs of all our we have defined our value of solutions to the problems the PTV-produced proof of In closing I’d like to extend my and analysis of our data stakeholders and this means proposition, which is: associated with vulnerable concession entitlement card thanks to the PTO team who, indicates that overall, planned adapting to changing needs A fair, free and fast service youth and public transport can be an administrative as a group of hardworking disruptions were reasonably within the environment. We to sort out public transport under an innovative pilot and financial challenge for and highly skilled individuals, well managed and accepted understand that it’s just as complaints and help make the program in Melbourne’s west. vulnerable youth, and a work together to continue to by the community. However; important for the Scheme to system better for everyone. Our work with WEstjustice falls barrier to compliant travel. improve our service delivery unplanned disruptions on be a conduit for improvement under a broad interpretation of Having PTV involved in the and value to the community. top of planned replacement to the public transport system, You can read more about the role of an Ombudsman and pilot program means that we services are understandably as an easy to find and easy to this on page 14.