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The Complaint

Graham* was refused access to a tram. He complained to Yarra Trams and wasn’t happy with their response.

Graham had been shopping and wanted to catch a tram home. But the tram driver wouldn’t let Graham board the tram. Graham was carrying a large box, and the driver told him that “couriers aren’t allowed to use trams to do deliveries”.  

Graham told the driver that he wasn’t a courier. He explained that the box contained something he had bought while shopping. But the driver still wouldn’t let him board and Graham had to find another way home.

Why did Graham complain to the PTO?

When Graham contacted Yarra Trams to complain, they said they couldn’t find the driver he was referring to. They also told Graham that the driver was right, that he wasn’t permitted to board a tram while carrying a large box.

Graham wasn’t happy with Yarra Tram’s response. He decided to complain to the PTO.

How did the PTO handle Graham’s complaint?

We contacted Yarra Trams on Graham’s behalf. In their response to the PTO, Yarra Trams acknowledged that their driver didn’t respond appropriately. They also confirmed that the response Graham had received about the allowable size of boxes was not correct.

What was the outcome?

Yarra Trams offered Graham movie tickets as an apology for his poor experience and as a gesture of goodwill. Graham was happy with this outcome.

* Names and other identifying details have been changed 

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