Here is a brief description of how we classify and manage cases.
Sometimes consumers contact us with general enquiries about the public transport industry, or about our role. We'll provide useful information and where possible, details of other bodies that can assist.
When you contact us about an issue that doesn't relate to a public transport operator, or it doesn't relate to an issue that is within our jurisdiction, we can't investigate the complaint. We'll explain our role, outline why we can't deal with the complaint and provide you with the contact details of the most appropriate body who can deal with your complaint. We'll also provide you with general information about your concern if we are able to. We make a record of your contact in our case management system for public reporting purposes and so that we can inform other bodies about issues commonly raised with the PTO.
When you contact us about an issue that relates to a public transport operator but you haven't given the operator a chance to respond to your enquiry or complaint, or the operator is in the process of responding to you, we can't investigate. We'll explain our role, outline why we can't deal with the complaint at this stage, provide useful information relevant to your complaint and provide you with the contact details of the operator. We'll explain that you can recontact us for further advice if you're dissatisfied with the operator's response. We'll make a record of your contact in our case management system.
When you contact us and you've tried to resolve your complaint with the operator on one occasion, we'll give you the option of having your complaint referred back to the operator at a senior level or having a PTO investigation undertaken. If you choose the senior officer referral, the operator has to contact you within 24 hours of our referral and has to provide a substantive response within seven working days.
We'll explain our role, outline the referral process and advise you that if you are not satisfied with the response you receive, or you don't receive a response you can recontact us for further advice and/or an investigation. We'll make a record of your contact in our case management system.
Where the operator has had a chance to consider and respond to your complaint, and the issue is within our jurisdiction, a PTO Conciliator will investigate your complaint. The primary aim of our investigation is to resolve the complaint to the satisfaction of both parties.
We'll send an email to the operator, outlining your complaint, what you're seeking to resolve it and any information we need to independently review the issue. The operator has to respond to us within 14 days. We may also seek information from other organisations or people, such as witnesses. We'll let you know if we're going to do this.
Once we've received all the relevant information we'll contact you to discuss the progress of your case. This will generally be within 21 days of your initial contact with our office. We'll assist you and the operator to negotiate a fair and reasonable outcome to your complaint, having regard to the law and good industry practice.
If you're happy with the operator's response, we'll confirm the agreed outcome in writing to you and the operator. Your case will then be closed.
If you're not satisfied with the operator's response, we'll provide you with the opportunity to tell us why. If there's additional information which further supports your complaint, we'll continue investigating and assisting you and the operator to negotiate a suitable outcome.
Where we think the operator's response is fair and reasonable or that there isn't enough information to support your complaint, we'll finalise our investigation. Before this happens, we'll give you the opportunity to tell us why you're not satisfied with the operator's response and to provide us with other information that may help us investigate further. We'll give reasons for our decision and information about how you can have the decision reviewed.
Where a complaint can't be resolved through agreement, the Ombudsman can make a binding decision to resolve the case. See Case Studies and Binding Decisions for more information.
