An investigation was launched after a woman claimed that tram staff "became aggressive with her". The customer claimed she was approached by a member of the staff who requested proof of her payment to travel shortly after 5pm on Friday (July 8).
She claimed that a member of NET - the city's tram operator - made her feel "threatened and vulnerable" as she disembarked from the tram at the Trent University Tram Stop. She further stated that she had used the tram service for more than 10 years and had never had any previous issues or been issued with a fixed penalty.
On receipt of the complaint, an initial investigation was carried out which found there was no evidence to support the allegations. This was communicated with the complainant who then demanded a further investigation, the report reads.
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There are two CCTV cameras at the location, situated at the south end of both platforms at the Nottingham Trent University stop facing north. NET staff members were carrying out a revenue operation to detect and prevent fare dodgers at the time of the incident.
Eight members of staff had divided the work with some staff checking tickets on board, while others were waiting on the platform. Those without a valid ticket for their journey were issued a penalty fare notice.
CCTV footage depicts the complainant walking towards the north end of the platform. She appeared to be on the phone as she highlighted in her complaint.
As she got to the north end of the platform NET staff were asking to see all tickets and passes - but the complainant then changed direction heading to the south. She appeared to ignore a member of the staff who requested to see her valid ticket.
There is then an exchange between NET Staff and the complainant, and a member of the NET team did stand in front of her to gain her attention after she ignored repeated requests to show her ticket. However, the NET team member stated they were two feet apart and he denied touching her.
Other members of the NET team also stated he stood in front of her but did not see any physical contact. During this exchange, the complainant was again asked to show her ticket.
In response, the complainant said she did not have to show her ticket on a platform. It was reported by staff members that the complainant threated to have anyone who touched her arrested.
The complainant walked away to the south, with the next tram arriving at 5.08pm and staff returned to the platform to check the next tram customers. At no point did the complainant show a valid ticket and she has since repeatedly declined to show any proof that payment had been made for her journey, the investigation found.
Although the complainant refused to show a valid ticket, no penalty fare was issued. There was no evidence to suggest that the complainant was touched by a member of the NET team, the report says.
However, a staff member has been reminded not to stand in people’s way to avoid anyone pushing into them. NET fully acknowledges the complainant may have been distracted by an important phone call, however, NET reserves the right to request any customer travelling on the Network has a valid ticket for their travel, the report adds.
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