Fines and Penalty Fares

 

About penalty fares

From 1 January 2017, Authorised Officers (AOs) will no longer be handing out On the Spot Penalty Fares for travelling without a valid ticket or concession.

If you have received a penalty fare prior to 1 January 2017 and you would like to complain about the penalty fare, you can get in touch with us and we will look at your complaint.

Why we cannot help you with a fine

If an AO decides to report you for travelling without a valid ticket or concession, the AO will record your details and complete a report of non-compliance for the Department of Economic Development, Jobs, Transport and Resources (the Department). You may then get a fine of $229 in the mail. In some circumstances, the Department may issue with a warning.

Transport fines and warnings are issued by the Department, which is not a member of our Scheme. Information about appealing against a fine can be found on the Department’s website.

What we can help you with

Although we cannot look at an appeal against a transport fine, there may be other issues we can help you with.

For example, we can look at the conduct of AOs and other public transport staff, as well as problems with myki and public transport infrastructure such myki readers and card vending machines.

Outcomes

Some of the outcomes we achieve include:

  • A detailed explanation
  • An apology
  • Refunds, compensation or goodwill payments
  • Changes to operator policies and procedures
  • Operator staff training or counselling

If an agreed outcome cannot be reached, we will look at whether further investigation of the complaint is warranted. If we decide there are no grounds for further investigation we will write to you with our reasons.

If agreement is not reached, and we believe that there should be a decision in your favour, the Ombudsman is able to make a decision that is binding on the operator. This decision can be up to the value of $5,000, or $10,000 with the agreement of the operator.