Treasure Jennings
Public Transport Ombudsman
Public Transport Ombudsman
Check out the incredible speaker line-up to see who will be joining Treasure.
Download The Latest AgendaConference Day One: Tuseday, 01 October 2019
Tuesday, October 1st, 2019
Conference Day Two: Wednesday, 02 October 2019
Wednesday, October 2nd, 2019
9:20 AM Delivering Customer Satisfaction by Effectively Managing Complaints: How to Avoid Escalations within the Public System
In 2018, the Public Transport Ombudsman’s office received 3056 approaches as an independent body charged with investigating and resolving complaints in regards to Victorian Public Transport operators. The goal of the PTO is to provide services which meet the needs of all involved stakeholders, which means adapting the changing landscape. Understandably, it is important for services to be easy to find and use as a dispute resolution service and better defining the needs of stakeholders and community members.
- Discovering how to deliver relevant customer expectations
- Understanding the needs of the customer to avoid escalations
- Improving the customer experience by enabling the consumer to make the right choices for their needs