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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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