Who we are

The Public Transport Ombudsman (PTO) is a fair, free and fast service to sort out public transport complaints and help make the system better for everyone.

• We’re here to listen
• We have the power to act, influence and drive change
• We are highly skilled
• We help people reach agreements
• We’re impartial and achieve fair resolutions
• We act on opportunities to improve the system
• We’re here for the whole community

If you have questions about what we do and how we do it, take a look at and see how we can help

Our history

The Public Transport Ombudsman Scheme was established in 2004 to give Victorians an impartial avenue to make a complaint about public transport. The PTO is independent of Government and public transport operators.

We have continued to grow and develop since 2004, refining the way we receive, investigate and resolve complaints and pursue best practice dispute resolution. There have been significant changes to the public transport landscape and to our membership, in response to the large scale public transport infrastructure works underway in Victoria. 

We are committed to continuous improvement and adapting to the needs of people using and impacted by public transport in Victoria.

The Ombudsman

Ann Jorgensen is the Public Transport Ombudsman in Victoria.

Ann joined the PTO as Deputy Ombudsman in December 2021. She was appointed Acting Ombudsman in September 2023, after former Ombudsman Simon McKenzie departed the role to become CEO of the Mental Health and Wellbeing Commission, and became Ombudsman on 14 December 2023.