PTO Policies Guidelines

CDRS Guidelines

The Public Transport Ombudsman is moving to place our Guidelines for the handling of complaints and disputes online.

These guidelines, called the Complaint and Dispute Resolution Service (or "CDRS" Guidelines) guide PTO officers in dealing with complaints.

Introduction

Please click on the link below to download a pdf file of CDRS Introduction.

CDRS Introduction

Guideline 1 - The Classification of Complaints & Disputes

Guideline 1 is currently under review and will be made available once this review is completed.

Guideline 2 - Complaint Handling

Please click on the link below to download an edited pdf file of CDRS Guideline 2.

CDRS Guideline 2 - Complaint Handling

Guideline 3 - Resolution and Finalisation of Complaints

Please click on the link below to download a pdf file of CDRS Guideline 3.

CDRS Guideline 3 - Resolution and Finalisation of Complaints

Guideline 4 - How the PTO Handles Disputes

Guideline 4 is currently under review and will be made available once this review is completed.

Guideline 5 - Conciliation Conference

Please click on the link below to download a pdf file of CDRS Guideline 5.

CDRS Guideline 5 - Conciliation Conference

Guideline 6 - Binding Decision

Please click on the link below to download a pdf file of CDRS Guideline 6.

CDRS Guideline 6 - Binding Decision

Guideline 7 - Post Resolution Review

Guideline 7 is currently under review and will be made available once this review is completed.

Guideline 8 - Systemic Issues

Guideline 8 is currently under review and will be made available once this review is completed.

Guideline 9 - Authorised Officer Complaints

Please click on the link below to download an edited pdf file of CDRS Guideline 9.

CDRS Guideline 9 - Authorised Officer Complaints

Guideline 10 - Refer for Internal Escalation

Please click on the link below to download a pdf file of CDRS Guideline 10.

CDRS Guideline 10 - Refer for Internal Escalation

 

Guideline 11 - Complaint Escalation Policy

Please click on the link below to download a pdf file of CDRS Guideline 11.

CDRS Guideline 11 - Complaint Escalation Policy

Attachment

Please click on the link below to download a pdf file of CDRS Attachment.

CDRS Attachment

 

Complaints about the Public Transport Ombudsman

Please click on the pdf link below to download a summary of our procedure for dealing with complaints about the Ombudsman or Ombudsman officers.

Complaints Procedure

 

The above files are in Adobe Acrobat pdf format. If you need to download the Acrobat Reader, click on the link below.

Back to top

printer friendly page (link opens new browser window)