Binding Decisions
When a complaint can't be resolved by agreement, the Ombudsman may resolve it by making a binding decision. A binding decision can include directing the operator to:
- Pay compensation;
- Provide a public passenger transport service;
- Amend, or not impose a charge in relation to a service;
- Supply goods or services or undertake corrective or other works;
- Make a correction, deletion or addition to a record;
- Attach a statement to a record;
- Do, not to do, or to cease doing, an act.
The decision is binding upon the operator; however the consumer can accept or reject the decision. If the consumer accepts the decision, the operator must comply with the Ombudsman's decision. If the consumer rejects the decision, the operator is no longer bound by the decision, the complaint is closed and the consumer is free to pursue any other avenue available to them to resolve the complaint.
Binding decisions are published, and in line with the National Privacy Principles, maintain the confidentiality of the consumer.
Binding Decision 1 - November 2008 - Removal of passenger with valid tickets from train service
