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. 

Types of public transport complaints we can (and can’t) look at:

The PTO can help with most (but not all) complaints about:

• Existing public transport services, including ticketing, information, customer support, and customer complaints-handling services
• The impact of public transport-related activities such as infrastructure project and maintenance works, and station and depot operations.

Limits on the types of complaints we can consider are set by the PTO Charter.

Below is more detailed overview of the complaint types we can (and can’t) look at.

Complaints we can help with:

• Late, cancelled or overcrowded train, bus or tram services
• Myki or other ticketing issues
• Public transport information, such as service disruption advice, timetables or works notifications
• Accessibility, which means issues that make it hard to access or use public transport vehicles or facilities, customer service processes, or information
• Noise, dust or other disruptions caused by public transport infrastructure project or maintenance works
• Public transport staff, including drivers, conductors, call centre and customer service staff
• The conduct and behaviour of Authorised Officers
• Public transport fines, in some circumstances
• The safety or cleanliness of stations, stops and vehicles

Complaints we can't help with:

• Government policy or decisions about future public transport services (eg: bus route changes or train line extensions)
• The price of public transport fares, and how these prices are set
• Free school bus services
• Taxis or ride-sharing services (eg: Uber)
• Freight trains, ferries or airlines

Not sure if the PTO can help with your complaint?

Or not sure where to raise a public transport complaint? Get in touch for advice. If we can’t help, we can usually refer you to someone who can. 

Email us

[email protected]

Talk to us 

Call 1800 466 865 from 9am to 5pm, Monday to Friday.

You can connect with us through your preferred National Relay Service or Translation and Interpreting Service too.