Our guiding principles
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These principles and Benchmarks shape our work, and guide our performance, as an independent, industry-based dispute resolution service.
Guiding principles of the Public Transport Ombudsman (PTO) scheme
Public transport is an essential service for many people. It provides an important connection to education, work and community life - particularly for people with disabilities, those experiencing disadvantage, or more vulnerable members of our community.
These three principles guide the PTO’s work and long-term planning. They describe how we deliver value for the PTO’s community, industry and government stakeholders.
Independent dispute resolution is essential for a fair public transport system
An independent, impartial complaint service strengthens community confidence in the system’s fairness. It also drives better and fairer public transport outcomes for the community.
A service that’s accessible to everyone increases access for people who need us most
We make a greater contribution to the fairness of our public transport system by striving ensure everyone can access and use our service. A dispute resolution service that anyone can use benefits everyone.
Purposeful engagement increases the effectiveness of our work
We provide a better service, and do better work, by engaging with diversity of community needs, circumstances and experiences. This means engaging with the circumstances of everyone who raises their complaint with us. It also means seeking feedback from diverse communities and stakeholders.
We are also guided by our Charter and Constitution, which define the PTO’s mission, purpose and jurisdiction, and set out the structure and governance of the PTO scheme.
Industry Benchmarks
The Benchmarks for Industry based Customer Dispute Resolution (“the Benchmarks”) are the best practice standards for industry-based dispute resolution in Australia and New Zealand. There are six Benchmarks, each articulating a best practice operating principle.
The Benchmarks are also central to our day-to-day work, strategic planning and performance reporting. The PTO’s performance against the Benchmarks is assessed by an independent reviewer every five years.
Accessibility
Independence
Fairness
Accountability
Efficiency
Effectiveness
Independent Reviews
The PTO’s performance against the Benchmarks is reviewed by an independent reviewer every five years. Independent Reviews provide an important opportunity to ensure we’re meeting the needs of the Victorian community, and the needs of our industry member and government stakeholders.
2024 Independent Review
The PTO’s most recent Independent Review was conducted in 2024 by cameron. ralph. khoury. It found that the PTO is an effective, efficient Ombudsman scheme that meets all six Benchmarks. It observed that the PTO provides an accessible service that is accountable and transparent.
The Review also recognised that we have built a depth of skill and experience amongst our staff and matured our processes. It noted that the PTO regularly receives positive feedback from service users and is respected by staff from its member organisations.
The Review Report provided valuable feedback around opportunities to enhance our dispute resolution processes and contribute to system improvements. Many of the opportunities the Report identified align with programs of improvement the PTO has underway, or that have been previously identified as priority areas, giving us confidence that we are evolving our service in the right direction.
The 2024 Independent Review Report and the PTO Board’s response to the 2024 Independent Review Report can be read in full below.
Independent Review Report 2024
PTO Board response to Review Report 2024
2019 Independent Review
The PTO’s 2019 Scheme Review was conducted by Queen Margaret University’s Consumer Dispute Resolution Centre.
The Review found that the PTO was an effective and well-run dispute resolution scheme that met all six Benchmarks. The final Report provided feedback around areas for improving performance against some Benchmarks.
The 2019 Independent Review Report and the PTO Board’s responses to the 2019 Independent Review Report can be read in full below.
Independent Review Report 2019
PTO Board response to Review Report 2019
PTO Board response to Review Report 2019 (2024 Update)
2014 Independent Review
The PTO’s 2014 Scheme Review was conducted by Cameron Ralph Navigator.
The Review found that the PTO was a well-managed organisation that met all Benchmarks. It observed that the PTO worked co-operatively with operators to provide a service that enhanced the effectiveness of the public transport system. It identified some opportunities for improvement, which the Board responded to.
The 2014 Independent Review Report and the PTO Board’s responses to the 2014 Independent Review Report can be read in full below.