The PTO's role is to receive, investigate and resolve complaints from consumers who use or are affected by Victorian public passenger transport services, or the public transport related activities of the operators.
We provide helpful, independent advice and refer consumers who haven't raised their complaint with the relevant operator to that operator, or another organisation, if that is where their complaint should be addressed. We only investigate complaints which are covered by the PTO's jurisdiction and we do not investigate a complaint unless the operator has been given the opportunity to respond to it. Click here to view information about making a complaint to a public transport operator.
When a complaint is being investigated by the PTO, we'll investigate and assist the consumer and operator to negotiate a fair and reasonable outcome. We handle complaints independently and promptly and where an agreement can't be reached, the Ombudsman may make a binding decision or dismiss the complaint.
We also play an important role in identifying, investigating and reporting systemic issues which affect more than one consumer, and are again, within PTO jurisdiction. Other systemic issues are referred to the Department of Transport or other relevant bodies. This important aspect of our work contributes to improved public transport services. For more information about how we handle enquiries and complaints, click here.
