When the new ticket machines were introduced on the Glen Waverely line,
I saw passenges being spoken to in patronising tones and fined for not
'validating' their ticket. Being unaware that they were supposed to
'validate' their ticket was no excuse for these officers, some of which
wore badges advertising 'customer service'.
I knew that many of these 'officers' were taking their power too far,
but I was not prepared for what would happen to me on Tuesday September
2 at approximately 5 pm. Here begins my story related to this alleged
incident.
I am a final year Bachelor of Science student at RMIT, Melbourne city
campus. I was returning from handing in an assignment to a demonstrator
and was walking back to Melbourne Central Station, where I was to catch
a Glen Waverley bound train. At the bottom of the first set of
escalators, leading to the station entrance (Swanston St side), I
noticed that the Glen Waverley bound train was arriving at platform 4 in
one minute. Consequently, I pulled out my valid monthly pass and
concession card from my wallet and quickly jogged through the checking
barrier, showing my ticket to Frank Williams, a ‘Customer Service
Officer’, as I passed.
I was moving quite quickly and it wasn’t until I was on the moving,
descending escalator, leading to platforms 3 and 4, that I heard someone
say "stop", followed in a gruff voice, "don’t worry I’ll get him!".
Just from interest, I turned around and was confronted by an angry and
red faced ‘Customer Service Officer’ by the name of Phillip Di Pierro,
who grabbed me roughly by the shoulder. I instinctively pushed his hand
away and told him to "get off me". At this stage, I was still unaware
of why I had been confronted.
Phillip Di Pierro then asked me rudely to show him my ticket, which I
did. At the same time, I explained to them that the Glen Waverley train
was about to leave. It was then that both Frank Williams and Phillip Di
Pierro accused me of fraud, claiming that I had an "altered ticket". At
first I could not comprehend what was happening. I had done nothing
wrong, the Glen Waverley train was about to arrive and I had two abusive
‘Customer Service Officers’ confronting me in public.
By this stage, the escalator had carried the three of us down to
platforms 3 and 4, and the Glen Waverley train was pulling into the
station. I told them that I had to get on the train and that I was fed
up with their behaviour. I then attempted to get on the train. With
this action, both individuals grabbed me roughly around the arms and
shoulders and demanded that I take the monthly ticket out of the plastic
pocket in which it was contained. I suspected that they were trying to
waste my time, and prevent me from getting on the train, but I conformed
to their request. Once again, I allowed plain view of the ticket.
Mind you, at this stage, all trust I had had for these two individuals
had gone. I had been abused, violated and embarrassed in front of other
train travellers and I was positive that if I let go of my monthly
ticket that they would take it off me and accuse me of not having a
ticket at all. This belief was suddenly enforced, when Frank Williams
tried to snatch the ticket from me, crushing the ticket in his hand,
while I held desperately to one corner. I was convinced that he was
trying to destroy it, and screamed, "what are you doing?!".
I was then pushed so roughly onto the ascending escalator that my shirt
was torn open. At the same time, both individuals were shouting loudly
that I was "under arrest for fare evasion"! I screamed that I had a
valid ticket and that Frank Williams was destroying it in his hand. I
screamed in panic, saying, "how can I show you my ticket when you are
destroying it in your hand?!" All I could think of was if I let go this
guy was going to destroy any evidence that I had. While we were
wrestling for the ticket Phillip Di Pierro was saying, "let’s take him
to the back room!", which made me panic further. We continued to
wrestle for my ticket, until Frank Williams finally let go as we reached
the top of the escalator.
Once we were at the top of the station, I was intentionally pushed into
a metal dividing fence, before it was opened. I was then pushed roughly
into a back room. At no stage during the whole incident did I try to
"resist arrest". I struggled only to maintain balance and dignity,
while desperately trying to hold onto my concession card, ticket and
university assignments. It was clear that both individuals were using
excessive force, and I called out in panic for someone to call the
police.
Once I was in the back room, Phillip Di Pierro’s aggression became
frightening. He approached my on several occasions, pointing a finger
millimetres from my face. He screamed obscenities at me, accusing me of
being a "dole bludger…draining the taxes", a "homosexual" and even
claimed that I "stunk"! Then he said that "in the end, I (he) will get
your (my) name and address and I (he) will win!" While I remained
relatively composed, I was honestly scared for my life, and did not know
what either officer would do behind closed doors.
I asked why I was being arrested. I was told that I was being arrested
for "fare evasion". While they had already checked my ticket several
times and I still didn’t trust either individual, I gave both my
concession card and ticket to Frank Williams, who seemed more
reasonable, when compared to the abusive, angry and red faced Phillip Di
Pierro. Frank Williams confirmed that the ticket was not "altered" and
that it was in fact a legitimate ticket.
I then asked them on what grounds they were holding me, and Phillip Di
Pierro rudely said that he "didn’t have to tell me for the second
time!" I told him that he had initially accused me of fare evasion,
which Frank Williams had cleared me of. I asked Phillip Di Pierro again
what it was he was charging me with and he said that he "didn’t have to
tell me for the third time!" As you can imaging, I was very frustrated
as I was being held against my will on charges that I had not committed.
Finally, after having to ask for a fourth time and being compared to
Phillip Di Pierro’s whining four year old son, I was told that I was
under arrest for ‘assault’, ‘failing to give name and address’ and
‘resisting arrest’. I could not believe it and was suddenly lost for
words! These individuals were actually going to fabricate a story to
hide their own incompetence for my false arrest!
I noticed that Phillip Di Pierro was wearing an identification badge and
asked for his name or the number. He rudely declined and placed his
badge in his top pocket. Shortly after, I asked Phillip Di Pierro again
for his name or identification number and this time he shoved the badge
in my face, intentionally covering the number with his finger, saying
arrogantly, "here you are!" By this stage I was so worried for my
safety that I asked for one of the other officers to replace the abusive
Phillip Di Pierro. My request was ignored.
Forty five minutes after the initial incident, two police officers
arrived. I calmly explained what had happened, and was not surprised to
hear that Frank Williams and Phillip Di Pierro had told the police a
different story. I still did not know the names or identification
numbers of either Phillip Di Pierro or Frank Williams, and had to ask
the police to obtain them for me. The police obliged and I was allowed
to leave, over 50 minutes after I had originally attempted to board the
Glen Waverley bound train.
Since this incident I have written to the PTC’s Manager of Customer
Service, the CEO of the PTC the Minister for Transport and the Shadow
Minister for Transport. I am still awaiting official replies. I have
had conversations with an ‘internal investigator’ (employed by the PTC!)
and his manager, who were both arrogant and patronising. I have been
told that the PTC is considering pressing criminal charges, related to
the incident.
It has been over one month since the alleged incident, and I have not
received any official word. I am seriously considering taking my story
to the media. I have been approached by Terry Laidler of 3LO and the
Herald Sun, both of which have been following the demise of the PTC's
customer service reputation. I will be calling the PTC on Tuesday
(7/10/97) and demand that I receive what I have been asking for all
along - a formal written and face-to-face apology from both officers
involved and the PTC, as well as both officers repremanded for their
actions. I do not want money, simply action.
I would be interested in hearing your views.
Thank you,
Andrew Morgan