Organization : Public Transport Ombudsman Victoria
Service Name : Complaint Online
Country: Australia
Website : http://www.ptovic.com.au/
Make a Complaint :
omplaints should initially be raised with the transport operator. You can do this by contacting Public Transport Victoria or by contacting the relevant public transport operator.
Related : Telecommunications Industry Ombudsman Make Complaint Online Australia : www.statusin.org/11930.html
If you are unable to resolve your complaint directly with the operator, the PTO can assist. Our services are free and independent.
The sections you must complete in the Complaint Form are marked with an asterisk
Complaint Online : https://www.ptovic.com.au/
Resolving a Complaint:
Step 1:
Complaints should be raised with the relevant transport operator first. Click here for information about making a complaint to the operator, or here for transport operator contact details.
Step 2:
If you have contacted the transport operator and are not satisfied with the response you receive, or you do not receive a response within a reasonable timeframe, you can contact the PTO. Click here for information about making a complaint to the PTO.
The PTO will provide impartial advice and referral information in response to enquiries and complaints that have not been raised with the operator, or that are out of our jurisdiction.
Making a complaint to the Operator:
Step 1: To the Operator
If you have an enquiry or complaint and haven’t raised it with the operator, we ask that you do this first.
Tips for making a complaint to the operator
** Be specific; provide times, dates, locations and descriptions of operator staff, where relevant.
** Be clear about what you’re complaining about, if there are multiple issues, explain each one.
** Provide supporting material to help the operator consider your complaint, this may include receipts, tickets, witness statements etc.
** Tell them what you want. Be upfront, tell the operator what will resolve your complaint – then the operator can work with you to achieve a fair outcome.
** Be aware of your rights and your responsibilities.
** Be calm. Having a complaint is a stressful time, and emotions can flare, try to stay calm when dealing with the operator as this will increase the chances of your complaint being resolved during your initial contact.
** Ask to speak to a supervisor if you’re not happy with the information you’ve been provided with or the way your complaint has been handled.
** Take notes of when you contacted the operator, who you spoke to and what advice they gave you.
We will provide impartial advice and referral information in response to enquiries and complaints that haven’t been raised with the operator. If after contacting the operator you are still not satisfied, you can contact the PTO for assistance.
What We Do With Your Complaint :
We receive, investigate and resolve complaints from consumers who use or are affected by Victorian public passenger transport services, or the public transport related activities of public transport operators who are members of our scheme. Click here to see a list of our members.
You should raise your complaint with the relevant transport operator first. We can only investigate a complaint if the operator has been given the opportunity to respond to it and it is within our jurisdiction. We can give you impartial advice and referral information in response to enquiries and complaints that haven’t been raised with the operator or are out of the PTO’s jurisdiction. Click here for information about making a complaint to a public transport operator.
When we investigate a complaint, we assist you and operator to negotiate a fair and reasonable outcome. We handle complaints independently and promptly and where an agreement can’t be reached, the Ombudsman may make a binding decision, or dismiss the complaint if she believes there are no grounds for further investigation.
We also play an important role in identifying, investigating and reporting systemic issues. Systemic issues are identified through complaints, and are issues that affect, or have the potential to affect, more than one consumer. This important aspect of our work contributes to improved public transport services.