Code of Conduct for Authorised Officers
The Government has developed a code of conduct for
Authorised Officers (ticket inspectors) in their duties on Victoria's public transport network.
An electronic version of the Code of Conduct for Public Transport Authorised Officers (PDF, 198 KB, 47 pp.) is available. This page provides a summary of the protocols that form the code of conduct.
Information on this page
General procedures
- Know the rules, procedures and policies.
- Follow new work instructions and amendments.
- Perform duties and responsibilities in a professional, conscientious and diligent manner.
- Do not behave in a manner that in any way diminishes public confidence or the Company's image; maintain a clean and neat uniform; and refrain from using offensive language and smoking in view of the public.
- Maintain a zero blood alcohol level while on duty and free of performance inhibiting drugs.
- Report any incident which may result in a complaint about an Authorised Officer to the Team Leader or Manager.
- During plain clothes operations, dress in a neat and tidy fashion with the Identity Card clearly displayed during ticket checks. An Identity Card must be produced when requested and an announcement must be made before ticket checking commences.
- In response to a media inquiry, remain friendly and courteous while explaining that Authorised Officers are not permitted to comment and refer the media to the company's relevant representative.
- If an incident occurs involving an abusive or violent person, an arrest, a complaint or injury, the On Duty Supervisor must be informed and emergency services or police when relevant.
- Public transport employees must carry and produce without question their Employee Free Travel Authority Pass and TravelCard to Authorised Officers when requested.
Matters relating to passengers
- No gratuities or similar compensation can be accepted in place of a valid ticket.
- Passengers must be given a reasonable opportunity to purchase or validate a ticket, particularly on a crowded tram or if validators are out of order.
- Use appropriate language when dealing with passengers aged under 16 and always remain respectful, non-threatening and courteous, even if their behaviour is aggressive, smart or argumentative.
- Where there is a ticket irregularity with a person who speaks little or no English, be patient, fair, polite and creative in determining whether the person has knowingly breached the Transport Act 1983.
- Use the utmost discretion when dealing with any person that comes under the definition of a person with special needs with respect to ticket irregularities.
- Ensure all passengers' luggage, parcel or packages are placed safely to ensure other passengers are not inconvenienced and access to Ticket Vending Machines and Validators is not blocked.
- All lost property must be handed into the designated location at the first opportunity, and can only be examined in the presence of a witness.
Operational procedures
- Always wear a badge and carry an Identity Card, which must be presented on request.
- Provide your name and work address when requested by a passenger, and also the name of the Supervisor if requested.
- Even when working in teams, no more than two Authorised Officers should talk to a passenger at any one time, although other Authorised Officers may remain in view so that assistance can be provided if needed.
- When boarding a vehicle, no more than two Authorised Officers should enter through the same door. Check the ticket machine and validators are working, then inform the driver that a ticket check is about to commence and inform passengers.
- The collection of information from passengers must be done in a manner that complies with the Guidelines for the Collection, Use and Storage of Information obtained through the Public Transport Compliance Process. (See Appendix 5 Privacy Guidelines in the Authorised Officers Review ('McQuillen Report').)
- Official numbered notebooks should be carried at all times and made available to the Team Leader or Supervisor on request. Erasing notes or removing pages is not permitted.
- Notes are to be strictly factual and must not contain opinions or comments of a derogatory nature in terms of race, stature, appearance, social position and so forth.
- Verification of a passenger's name and address can be sought if it is believed an incorrect name or address has been given. Primary photographic proof may be a passport, driver's licence, learners permit, shooters licence, key pass or proof of age card. A work colleague, friend or relative can be called for verification but if a passenger's identity cannot be verified, the passenger can be arrested and the police called to assist.
- Under no circumstances are bags or any belongings of a passenger to be searched, even with the passenger's permission.
- Cases of non-compliance with the Transport Act 1983 and regulations must be reported, only after the offender's name and address have been obtained.
Matters relating to ticketing
- Trams—If a ticket machine or validator is found to be faulty and cannot be easily rectified, inform the driver and alight from the tram.
- Trains—If a ticket machine or validator is reported faulty, ascertain the type of fault, the machine's location, request the passenger's name and address and inform the passenger that if the information is found to be correct, the report will not proceed.
- If a passenger is travelling on a concession ticket and cannot produce an appropriate concession card, a report of non-compliance can proceed. If the passenger claims to have a concession card at home, they should be advised to wait for the Infringement Notice and then lodge an appeal. (See Public Transport Fines for more information.)
- A passenger who produces a damaged ticket that prevents it from being validated must be informed that the ticket is not valid and it is an offence to travel without a valid ticket. Confiscate the ticket and take the passenger's name and address, complete a Travel Permit/Receipt with the appropriate Authorised Officer's details and the damaged ticket details and give to the passenger. Submit the report of non-compliance and attach the damaged ticket.
- In a situation where a passenger who claims to have a faulty ticket, inform them that it will need to be retained to be checked by the depot or OneLink. If it is found to be faulty the passenger will be compensated for the time remaining on the ticket. The passenger's name and address should then be obtained. The passenger should also be informed that if the ticket is not faulty, they will have a report of non-compliance issued in their name. Issue the passenger with a Travel Permit/Receipt and proceed with a report.