Public Transport Ombudsman Victoria-What is the PTO

The Public Transport Ombudsman scheme is:

A cost-free, fair, informal, accessible alternative to court proceedings;

An independent dispute resolution scheme; and

An industry self-regulatory scheme.

The aim of the scheme is to resolve complaints and disputes independently and promptly, taking into account:

What is fair and reasonable for the person making the complaint and for public transport operators;

Good industry practice; and

The law.

The Public Transport Ombudsman has been established as a free, confidential and impartial alternative dispute resolution scheme available to people who use or are affected by the public passenger transport services, or public transport-related activities of the public transport operators.

The mission of the Public Transport Ombudsman is to receive, investigate and facilitate the resolution of complaints and disputes between users of public passenger transport services in Victoria and operators of Victoria’s public transport services who are members of the PTO scheme, where the operators have been unable to resolve the complaint in the first instance.

The mission of the Public Transport Ombudsman is founded on principles of independence, natural justice, access, equity, effectiveness, accountability and community awareness.

The Public Transport Ombudsman must pursue complaints in a fair, reasonable, just, informal and expeditious manner having regard to the law, industry codes and good transport industry practice.

The Public Transport Ombudsman must act in accordance with privacy legislation.

Fees for use of the Public Transport Ombudsman will not be charged to, or costs awarded against complainants.

The decision-making process and administration of the Public Transport Ombudsman are independent of the members of the scheme.

The Public Transport Industry Ombudsman (Victoria) is a company limited by guarantee. Industry and consumers have equal roles in running the Public Transport Ombudsman.

The Public Transport Industry Ombudsman (Victoria) is governed by a board made up of:

1. Three Consumer Directors who are:

• Appointed by the Minister for Transport.

• Represent the interests of users of public transport services.

2. Three Industry Directors who are appointed by members of the scheme, Bus Association Victoria, Connex and Yarra Trams.

3. An independent Chairperson appointed by the Minister for Transport.

The board has responsibility for policy matters and oversight of the operation of the Public Transport Ombudsman scheme.