Public Transport Ombudsman (Victoria)
The Public Transport Ombudsman deals with complaints about Victorian public transport that members of the community have been unable to resolve directly with the public transport operators.
Simon Cohen is the current Public Transport Ombudsman.
The Public Transport Ombudsman provides a free and fair service, independent of both public transport operators and the government.
You must first give the relevant transport operator the opportunity to respond to your complaint. You do this by making a complaint to Metlink or directly to the operator.
If you are dissatisfied with Metlink's or the operator's response you can then make a complaint to the Public Transport Ombudsman. See Making a complaint.
What's New?
Public Transport Ombudsman 2009 Annual Report - 23 October 2009
Cases to the Victorian Public Transport Ombudsman (PTO) have increased by 4% in 2008-09, according to the PTO Annual Report released today. The PTO handled 1206 cases, including 1180 new cases.
“Our cases are becoming more complex each year” said Ombudsman Simon Cohen when releasing the report. “Many complaints include multiple issues – this year we dealt with 1595 issues about public transport services.”
Download a full copy of the press release here
Download a copy of the report here
Download a copy of a special edition of OverView, the Public Transport Ombudsman’s newsletter, here
Independent Review - November 2009
The Public Transport Ombudsman has recently been the subject of an independent review by The Navigator Company. The review marks 5 years since the commencement of the PTO scheme.
The review found the PTO to be a well-run scheme with enthusiastic and engaged staff, and with systems and procedures of considerable strength. The review makes a number of recommendations focused on refinements of existing PTO activities, leadership and governance.
Click on the link below to download a copy of the review report.
The Navigator Company review report - 2009
The Ombudsman and Chair of Public Transport Ombudsman Ltd have welcomed the review report. The majority of the review recommendations are supported, and the PTO is in the process of acting on them.
Click on the link below to download a copy of the PTO response to the review.
