Position Statements
The Public Transport Ombudsman (“PTO”) prepares position statements outlining our approach to investigating and resolving particular categories of complaints.
Purpose: The position statements inform PTO scheme members and complainants about how we deal with particular complaints. Position statements promote transparent and consistent processes and outcomes for similar complaints.
Position statements may deal with:
- what information is collected during a PTO investigation (for example, complaints about authorised officers)
- what the PTO considers a reasonable resolution to a particular set of circumstances (for example, delayed or no response to customer complaints).
- PTO scheme members are provided with PTO position statements, to assist in the early resolution of complaints, and to promote consistent outcomes for the same complaints.
Application: Position statements are not applied inflexibly by the PTO. The PTO will have regard to the particular circumstances of each case when seeking a resolution between a complainant and public transport operator.
Review: The PTO will review any comments or suggestions about the position statements from PTO scheme members, complainants or other stakeholders. Comments and suggestions will be considered from time to time as the position statements are reviewed. During any review, the PTO will also have full regard to our experience with particular complaints, and any changes in applicable laws, codes or industry standards.
Public Transport Ombudsman Position Statements
Please click on the links below to download a pdf of PTO position statements:
Complaints about authorised officers (February 2009)
Delayed and no responses to complaints (February 2009)
Complaints about damage to property (December 2009)
