Authorised officers are employed by public transport companies to ensure people comply with ticketing and behavioural rules.
This helps ensure the successful and safe delivery of public transport services.
An authorised officer can only be employed by a transport company which has been accredited by the Secretary to the Department of Economic Development, Jobs, Transport and Resources (DEDJTR).
Authorised officers are empowered under the Transport (Compliance & Miscellaneous) Act 1983 by the Secretary to DEDJTR.
DEDJTR and the transport company which employs authorised officers are jointly responsible for ensuring their successful performance.
Authorised officers must conduct themselves within the statutory framework established by the Act, as well as other legislation such as the Transport Integration Act 2010, Charter of Human Rights and Responsibilities Act 2008 and Information Privacy Act 2000.
Accreditation sets out the level of training and management transport companies are expected to provide authorised officers.
- educate and train authorised officers about the use of their enforcement powers and behaviour towards public transport users, particularly children and other vulnerable people
- supervise the authorised officers
- report any serious incidents involving authorised officers to DEDJTR within 48 hours.
DEDJTR audits and monitors each accredited company's authorised officer management system.
Authorised officers must complete a nationally accredited Certificate III in Public Transport Customer Service and Compliance (Course) within 12 months.
Initially trainees complete several weeks of training by the transport company, including classroom and field training, and in law and procedures.
The course is owned by DEDJTR and licensed to selected registered training organisations.
- communication skills
- interpersonal skills
- service concepts
- role and powers of authorised officers
- risk management
- decision making
- conflict management
- Customer Service Charters
- the Transport (Compliance and Miscellaneous) Act 1983 and Regulations
- Information Privacy Act 2000 and principles
- practical enforcement including arrest and detention
- court procedures
- interaction with young people, older people, people with disabilities, people who do not speak English as a first language, visitors to Melbourne and tourists
- occupational health and safety
- compliance with the Charter of Human Rights and Responsibilities Act 2006.
Code of conduct
A code of conduct developed by DEDJTR outlines the obligations and responsibilities of an authorised officer.
Authorised officers are expected to conduct themselves in a manner which shows respect for members of the public, in accordance with their lawful powers.
Authorised officers are subject to the normal employment relationship between employer and employee. Authorised officers must comply with the operating procedures and policies of the transport company by which they are employed.
The code does not deal with employment or training matters.
For more information download the Code of Conduct - effective from 1 October 2013: