What we can't do
We will provide independent advice and refer you to the most appropriate body for complaints about:
- Ticket prices
- Transport routes or service frequency
- Transport Ticket Infringement Notices, this includes the review processes for Infringement Notices or fines, which are undertaken by the Department of Transport. See our Need Advice Section for more information
- Matters that are required by legislation
- Free school bus services
- Government policies
- Commercial activities of public transport operators that are not closely related to public passenger transport services
- Complaints already dealt with or being dealt with by a court or tribunal
- Organisations not participating in this scheme
- Something that happened before 18 April 2004
The Ombudsman can also decline to investigate a complaint in some circumstances. This includes where:
- The complaint is frivolous, vexatious or not made in good faith
- The consumer has insufficient interest in the subject of the complaint, or
- The Ombudsman considers the complaint is more appropriately dealt with by another body.
You can find more information about what we can't investigate in our Charter.
If you are unsure whether we can investigate your complaint, contact us so we can assess it.
