The Public Transport Ombudsman provides a free, fair and independent complaint handling service to the Victorian community. We’re not a government organisation and we’re independent from public transport operators.
Our role is to help people who’ve been unable to solve a problem directly with a public transport operator. We take time to understand the problem. Then we help you, and the operator, reach a fair outcome.
Talk to the public transport operator about your complaint first.
If you’re still not happy, or you don’t get a response, we can help.
Talk to us.
We’ll listen, and ask questions, to help us understand the problem and the outcome you’re looking for.
An Ombudsman is a bit like an umpire. Our job is to make sure everyone gets a fair hearing, and a fair outcome is reached.
Your complaint can make a difference.
We look at the complaints we receive to identify problems that affect multiple people, or groups of people.
We use these insights to help our members, and government, reduce complaints and improve public transport for the Victorian community.
Read about how we've helped people with their public transport complaints.
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Annette's bus accessibility complaint
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.
We’re thrilled to be sharing our new brand identity in tandem with the launch of our new website. It's the first substantial refresh of our brandmark since the Public Transport Ombudsman (PTO) was established in 2004.
Our new logo’s three arrows represent the three parties to our complaint processes – customer, member organisation, and the PTO. The arrows unite to form a wheel that reinforces the concept of forward-motion, and a stylised ‘O’ that signifies Ombudsman.
This brings our brand ‘essence’ move forward fairly to life by embodying progress and positive direction.
