The Public Transport Ombudsman has rules, guidelines and benchmarks that we follow to ensure that we are independent, fair and effective.
Our Charter
The rules about what we do and how we do it are largely set out in our Charter. Our Charter sets out our jurisdiction and functions, as well as the powers and responsibilities of the Ombudsman.
The PTO Charter was last revised in June 2013.
You can read our Charter here.
The Benchmarks
We also comply with the Benchmarks for Industry-based Customer Dispute Resolution (the Benchmarks) which were published by the Federal Government in 1997 and reviewed in 2015.
The Benchmarks were created to encourage best practice in external dispute resolution schemes like the PTO. The Benchmarks are central to our day to day work, as well as our long term and strategic planning.
The six Benchmarks are:
- Accessibility
- Independence
- Fairness
- Accountability
- Efficiency
- Effectiveness
The Benchmarks are supported by the Key Practices for Industry-based Customer Dispute Resolution (Key Practices) which set out practical ways in which we can implement the Benchmarks.
You can read about the Benchmarks here and the Key Practices under the Benchmarks here.
Independent reviews of the PTO Scheme
Under the PTO Constitution, the PTO Scheme must be reviewed by an independent third party every five years. The purpose of these reviews is to give the PTO Board, our stakeholders and the wider community, an independent view of the PTO’s performance in accordance with our Charter, the Benchmarks and other core Scheme requirements.
The Independent Review process includes consultation with PTO members; the Department of Transport and Planning; community and advocacy groups with an interest in public transport; and a representative sample of PTO service users. It also inclues a review of PTO processes, policies and other records.
2024 Review
The PTO Board has commissioned cameron. ralph. khoury (CRK) to conduct the PTO’s Independent Scheme Review 2024. An invitation to provide feedback to the Independent Reviewer is currently open to the general public, and the PTO’s industry, government and community stakeholders. More information on the feedback submission process, and the Review’s Terms of Reference, is available on the Invitation to provide feedback page.
The deadline for submissions is Friday 23rd August 2024.
CRK expects to deliver its final Review Report to the Ombudsman and PTO Board in late November 2024. The PTO Board will provide a public response to those recommendations.
2019 Review
The PTO’s 2019 Scheme Review was conducted by Queen Margaret University’s Consumer Dispute Resolution Centre. The Review Report, the Board’s 2019 response to the recommendations, and the PTO Board’s 2024 update on the 2019 recommendations, can be accessed below.
Independent Review Report 2019
PTO Board response to Review Report 2019
PTO Board response to Review Report 2019 - 2024 Update
2014 Review
The PTO’s 2014 Scheme Review was conducted by Cameron Ralph Navigator. The Review Report, and the PTO Board’s response, can be accessed below.
Independent Review Report 2014
PTO Board response to Review Report 2014
2009 Review
The PTO’s 2009 Scheme Review was conducted by The Navigator Company. The Review Report, and the PTO Board’s response, can be accessed below.
The Public Transport Ombudsman respectfully acknowledges the traditional custodians of the land on which we operate our services. We pay our respects to the ongoing living cultures of Aboriginal peoples, and to Elders past, present and future.