Outcomes achieved
Set out below are a range of outcomes which are achieved through our investigations. It is important to note that every complaint is different and the outcomes are achieved through the active negotiation and agreement of both the consumer and the operator. Fair and reasonable outcomes depend on all the circumstances, relevant laws, codes and guidelines and good industry practice.
Some of the outcomes that are achieved through our processes include:
- The provision of detailed information or an explanation about the incident
- Apologies and genuine recognition of inconvenience or dissatisfaction
- Refunds or compensation, or a goodwill gesture (such as free tickets) - Government regulations / compensation condes inform these outcomes
- The improvement or implementation of policies or processes to ensure that complaints do not arise in the future
- Operator staff training or counselling
- Operator changes to the way services are provided, or special arrangements to improve access to public transport services.
In some circumstances we will be guided by government regulations or government compensation codes.
Not happy with how we've handled your case
If you're not happy with the handling of your complaint or with the decision to close your case, you may request a review. Refer to our Internal Complaint Handling process.
