What we can do
The PTO handles complaints about the majority of public transport issues. Complaints must be about operators who are members of the PTO Scheme.
Your complaint must also relate to something which happened on or after 18 April 2004 and should be lodged with us within 6 months of the operator’s response to your complaint.
You can find more information about what we can investigate in our Charter.
Listed below are some of the common complaints we receive. If you’re unsure if we can investigate your complaint, please contact us so we can assess it.
Ticketing
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Authorised Officers
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- myki and Metcard
- Concessions
- Ticket replacements / refunds
- Sale of incorrect ticket
- Ticket retailer conduct / services
- Faulty ticket validation machines
- Faulty ticket vending machines
- Compensation
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- Inappropriate behaviour
- Arrest
- Failure to provide identification
- Misleading information
- Product knowledge
- Failure to provide safety / security
- Poor customer service
- Failure to check tickets
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Infrastructure & Rolling Stock
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Service Delivery
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- Trains, trams and buses
- Stations, platforms, signange and stops
- Disability access
- Maintenance works
- Lighting
- Signage
- Cleanliness, Graffiti and vandalism
- Location of bus/tram stops
- Adequacy and accuracy of announcements
- Noise (horns, crossings, announcements)
- Safety
- Advertising
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- Cancellations
- Disruptions
- Overcrowding
- Insufficient services
- Punctuality / reliability
- Failure to pick up / set down passengers
- Availability and accuracy of timetables
- Notification of timetable changes
- Notification of platform changes
- Websites
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Staff
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Land
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- Cancellations
- Poor customer service from drivers, customer service officers, conductors
- Incorrect or misleading advice
- Failure to provide a response to a complaint or query
- Product knowledge
- Lack of assistance
- Failure to provide safety or security
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- Cancellations
- Car parking at train stations
- Fencing of railways
- Rental space at train stations
- Maintenance work on land occupied by transport operators
- Objects at stations or platforms causing safety concerns
- Disability access concerns
- Litter / rubbish, weeds or vegetation
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