2020 ANNUAL REPORT PTO Scheme members On 1 July 2019, Public Transport Victoria (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 Year 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 How 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.