The Public Transport Ombudsman is a free and independent service
We’re not a government organisation and we’re independent from public transport operators. We’re also a free service. If you have a complaint about public transport you can talk to us.
We speak with you about your complaint
We take time to understand your experience and what went wrong. Our team listens carefully to make sure we have all the details before taking the next steps.
We work with you and the public transport operator to find a fair outcome.
We look at all sides of the issue and help you and the operator reach a fair and reasonable resolution. If needed, we make recommendations to ensure the outcome is just.
We help make the system better for everyone.
We use what we learn from complaints to identify patterns and suggest improvements, helping make the public transport system more reliable, fair, and accessible for all.
Read how our client’s experiences have sparked systemic change
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Improved bus boarding and access
Annette’s disability makes it hard to get on a bus if drivers don’t stop at the kerb. She’d raised the issue but didn’t see any improvements.
Accessible travel tips: Navigating Melbourne's train network with mobility aids
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The PTO will be closed for the Christmas break from 2pm on 24 December 2025 and will reopen at 9am on 5 January 2026. We wish everybody a happy and safe holiday season.
