Summary: We will not investigate this complaint about an unsuccessful application for a travel pass for a carer. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, Mrs X, complains the Council refused to renew her carer’s travel pass. She is a full-time carer for her adult son and needs to accompany him on every journey because he cannot travel alone. Mrs X wants the Council to renew her pass or at least provide support to get to appointments.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by Mrs X and the Council’s concessionary travel policy. I also considered our Assessment Code.

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My assessment

4. The Council provides a carer’s travel pass to carers who accompany a pass holder who is aged under 18. There is no requirement for councils to provide passes for carers. Some councils do not provide any travel passes for carers.
5. Mrs X is a full-time carer for her son. The Council decided not to renew her carer’s travel pass because her son is aged over 18. Mrs X says she is still a carer and must accompany her son on every journey. Mrs X says she cannot afford to pay all her travel costs. Mrs X wants free or discounted travel.
6. I appreciate the loss of the carer’s pass had a significant impact on Mrs X. But, there is no reason to start an investigation because there is insufficient evidence of fault by the Council. This is because the Council only provides carers passes when the main pass holder is under 18 years of age. Mrs X’s son is over 18 so there is no suggestion of fault in the Council’s decision not to renew the carer’s pass.
7. We do not act as an appeal body and we could not ask the Council to provide any concessionary travel support to Mrs X because there is no such support available to anyone in Mrs X’s position.

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Final decision

8. We will not investigate this complaint because there is insufficient evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman