The Public Transport Ombudsman is moving to place our Guidelines for the handling of complaints and disputes online.
These guidelines, called the Complaint and Dispute Resolution Service (or "CDRS" Guidelines) guide PTO officers in dealing with complaints.
Introduction
Please click on the link below to download a pdf file of CDRS Introduction.
Guideline 1 - The Classification of Complaints & Disputes
Guideline 1 is currently under review and will be made available once this review is completed.
Guideline 2 - Complaint Handling
Please click on the link below to download an edited pdf file of CDRS Guideline 2.
CDRS Guideline 2 - Complaint Handling
Guideline 3 - Resolution and Finalisation of Complaints
Please click on the link below to download a pdf file of CDRS Guideline 3.
CDRS Guideline 3 - Resolution and Finalisation of Complaints
Guideline 4 - How the PTO Handles Disputes
Guideline 4 is currently under review and will be made available once this review is completed.
Guideline 5 - Conciliation Conference
Please click on the link below to download a pdf file of CDRS Guideline 5.
CDRS Guideline 5 - Conciliation Conference
Guideline 6 - Binding Decision
Please click on the link below to download a pdf file of CDRS Guideline 6.
CDRS Guideline 6 - Binding Decision
Guideline 7 - Post Resolution Review
Guideline 7 is currently under review and will be made available once this review is completed.
Guideline 8 - Systemic Issues
Guideline 8 is currently under review and will be made available once this review is completed.
Guideline 9 - Authorised Officer Complaints
Please click on the link below to download an edited pdf file of CDRS Guideline 9.
CDRS Guideline 9 - Authorised Officer Complaints
Guideline 10 - Refer for Internal Escalation
Please click on the link below to download a pdf file of CDRS Guideline 10.
CDRS Guideline 10 - Refer for Internal Escalation
Attachment
Please click on the link below to download a pdf file of CDRS Attachment.
Complaints about the Public Transport Ombudsman
Please click on the pdf link below to download a summary of our procedure for dealing with complaints about the Ombudsman or Ombudsman officers.
The above files are in Adobe Acrobat pdf format. If you need to download the Acrobat Reader, click on the link below.