Complaints
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We’re here to help you if you have an unresolved complaint about public transport services in Melbourne and regional Victoria.
Before submitting a complaint to us, you must contact the public transport operator first, to give them an opportunity to resolve your complaint. You can find out how to contact the public transport operator here. If the operator does not resolve your complaint, contact us and we can look into it.
Make a complaint to us using our online complaint form here.
Complaints we can consider
The Public Transport Ombudsman (PTO) considers complaints from Victorian public transport users, and from individuals who’ve been affected by public transport-related activities in Victoria.
We can only consider complaints about operators or agencies that are PTO Scheme members. Almost all Victorian public transport operators and agencies are members of the PTO Scheme. Before you complain to us you need to complain to the operator/agency first.
Our complaint process
Our job is to work with you, and the public transport operator or agency, to resolve your public transport complaint in a way that’s fair and reasonable. Our service is free, fair and fast.
We’re impartial, which means we don’t take sides. But we do make sure both sides get a fair hearing, and we provide support to individuals to make sure their complaint gets heard and resolved.
Complaints about fines
The Public Transport Ombudsman (PTO) can help with complaints about public transport fines in some situations.
Make a complaint
We’re here to help you if you have an unresolved complaint about public transport services in Melbourne and regional Victoria.
Before submitting a complaint to us, you must contact the public transport operator first, to give them an opportunity to resolve your complaint. You can find out how to contact the public transport operator here. If the operator does not resolve your complaint, contact us and we can look into it.
Make a complaint to us using our online complaint form here.
People's complaints that led to systemic change
The Public Transport Ombudsman is committed to working with public transport operators, Government and others to improve public transport in Victoria.