Lily's fine
Skip to:
The Complaint
We helped Lily find information that was missing from her internal review application. Her fine was withdrawn.
Lily was fined for travelling on a tram without a valid ticket. She asked the Department of Transport and Planning (DTP) to review its decision to fine her.
In her review application, Lily said she had been travelling with several myki cards in her bag. She believed she had given the Authorised Officer the wrong myki to check. She listed three other myki card numbers in her application. She told the DTP that one of them should show a touch-on for the relevant tram trip.
Why was Lily’s review application unsuccessful?
The DTP didn’t find any relevant touch-on data on any of the myki cards Lily listed. They also confirmed that no system faults had occurred that could explain the absence of this data.
Why did Lily contact the PTO about her fine?
Lily believed that the DTP had made an error. She was certain she had used one of the myki cards she had listed.
How did the PTO help Lily?
We talked to Lily about the circumstances of her fine, and her review application. When Lily said “it wasn’t impossible” that she had used another myki on the day she was reported by the Authorised Officer (AO), we asked her to send us a full list of all the myki cards she owned.
The list Lily sent us included some myki numbers that were not listed in her review application.
We then requested, and reviewed, travel histories for the myki cards Lily didn’t list in her application. On one of these travel histories, we found a touch-on very close to the date and time she was reported by the AO. We submitted this new touch-on data to the DTP.
What was the outcome for Lily?
The DTP found that the touch-on data we helped Lily find was consistent with the explanation in her review application, and the AO’s report. They withdrew Lily’s fine, based on this new information.
