Managing complaints against Ticket Inspectors

The Public Transport Ombudsman scheme provides a dispute resolution service for users of public transport services who have complaints about ticketing, infrastructure, service delivery, staff and authorised officers. The scheme plays a significant role in Victoria’s public transport system in an environment where public transport is facing formidable challenges resulting from an upsurge in patronage and concurrent capacity constraints.

This audit examined whether the scheme’s governance and institutional arrangements for managing complaints against authorised officers were effective and efficient.

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