Media Release: PUBLIC TRANSPORT - RIGHTS AND RESPONSIBILITIES

FROM THE MINISTER FOR PUBLIC TRANSPORT

DATE: Tuesday, October 7, 2003

PUBLIC TRANSPORT - RIGHTS AND RESPONSIBILITIES

Improved training for ticket inspectors, a new Public Transport Ombudsman to hear customer complaints and a crackdown on repeat fare evaders form the centrepiece of a major reform package announced by the Transport Minister, Peter Batchelor today.

Mr Batchelor said the Rights and Responsibilities Package would benefit public transport users who expect a customer friendly service, as well as public transport staff, who will be provided with training and a uniform code of conduct.

“Customers have a right to be treated fairly at all times when using public transport, but they also have a responsibility to travel with a valid ticket,” Mr Batchelor said.

Legislation introduced to Parliament today includes clarifying arrest and detention powers of authorised officers and ensuring tougher penalties for repeat fare evaders.

Mr Batchelor said the package would:

· improve training and establish a new code of conduct for ticket inspectors;

· establish a broader focus for ticket inspectors, encompassing customer assistance, travel advice and
passenger safety;

· introduce a Public Transport Industry Ombudsman to hear commuter complaints about services, ticketing and
other matters;

· increase the basic fare evasion fine from $100 to $150;

· increase fines for repeat offences to target hard core fare evaders; and

· clarify regulations to allow ticket inspectors to check tickets immediately after a passenger has left a tram,
train, bus or railway station.

Mr Batchelor said the package was another initiative in the Bracks Government’s strategy to improve public transport services and boost patronage.

“The new code of conduct has been developed to ensure current community expectations for civil and courteous service and high standards of competence and integrity are met,” he said.

“Training for authorised officers will be more comprehensive, with the development of interpersonal skills a feature of the new training package. Methods for the selection of staff will also be redefined.

“It’s important to ensure that authorised officers have the skills and expertise to deal with a wide range of issues whilst maintaining a high standard of customer service,” Mr Batchelor said.

“The code will make it clear that people with different needs need to be addressed differently - particularly young people, older people, people with non-English speaking backgrounds, those with disabilities and tourists.

“Ticket inspectors have a difficult job, and this code of conduct will better equip them to approach their role with confidence and courtesy.”

The Code of Conduct is contained in the McQuillen Report – a review of arrangements concerning authorised officers developed over the past year.

The report made 32 recommendations that have been incorporated into the Bracks Government’s reform package. The Government has accepted all the McQuillen Report recommendations except one, which relates to the introduction of on the spot fines for customers who fail to revalidate. The Government believes current arrangements for this requirement are adequate.

Mr Batchelor said the increase in the standard fine for evasion, together with the introduction of increased fines for repeat offences, would act as a major deterrent to fare evasion.

“The vast majority of customers already do the right thing, and they are sick of freeloaders who don’t buy tickets, don’t validate tickets and bleed money from the public transport system,” he said.

“Customer research shows that 90 per cent of passengers want fare evaders to be penalised,” Mr Batchelor said.

In a further effort to stamp out fare evasion, Mr Batchelor said legislation would be introduced today to allow ticket inspectors to check tickets when a passenger had just left a tram, train, bus or railway station.

This is in response to the Supreme Court’s ruling in favour of a passenger who was issued with an infringement notice after refusing to show an authorised officer his ticket after he disembarked from a tram.

Following the ruling earlier this year, the Government indicated it would investigate options to amend legislation in order to tighten the loophole.

The Public Transport Industry Ombudsman is expected to start operating in March 2004, and the Government will this month advertise for board members.

· See attached fact sheets for further information on individual initiatives