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The Public Transport Ombudsman scheme

The Public Transport Ombudsman provides a cost-free, independent and accessible dispute resolution scheme. We are able to receive complaints against operators of Victoria’s public transport services, including complaints about trains, trams and buses. We aim to resolve complaints quickly and informally, and take into account what is fair and reasonable, good industry practice and current law.

The following information details when you can make a complaint to the Public Transport Ombudsman, how to make a complaint, and how the Ombudsman deals with complaints.

When can you complain to the Public Transport Ombudsman

This section deals with the complaints the Public Transport Ombudsman can receive. In general, the Public Transport Ombudsman can receive most complaints about the services provided by public transport operators, provided they are members of the Ombudsman scheme. Importantly, the operator must have the first opportunity to resolve the complaint.

1. The Public Transport Ombudsman can only receive complaints about public transport services provided in Victoria. In addition, the public transport operator must be a member of the Ombudsman scheme. The current members are:

• Bus Association of Victoria, which represents most bus operators
• Connex, which runs the metropolitan train system
• V/Line, which operates the regional train network including some buses
• Yarra Trams, the Melbourne tram operator
• Metlink, which provides information, signage and other transport-related services
• Transport Ticketing Authority, which is responsible for ticketing including the new myki ticketing system
• Southern Cross Station Authority, and
• VicTrack, which owns a number of critical rail assets.

If you are not sure whether your complaint concerns an Ombudsman scheme member, you can check with the Public Transport Ombudsman. If we cannot deal with your complaint, we will refer you to someone who can.

2. The Public Transport Ombudsman can deal with most public transport complaints.

This includes:

• complaints about the provision or supply of public passenger transport services, including cancelled, delayed or early running services, and information provided about public transport services
• complaints about public passenger transport vehicles, facilities and land, including concerns about cleanliness, complaints about vehicle stops and accessibility, and issues of graffiti and vandalism
• complaints about tickets, including tickets sales, ticket validators and vending machines, and ticket refunds
• complaints about the conduct or behaviour of public transport staff including the conduct of authorised officers and ticket inspectors, and
• complaints about the use of land or premises by public transport operators, including issues such as station announcements, vehicle noise and operations or activities that affect members of the public.

There are some complaints that the Public Transport Ombudsman cannot investigate. This includes complaints about ticket prices, transport routes and service frequency, complaints referred to a court or tribunal, government policies, matters that public transport operators are required to do by law and complaints about free school bus services.

Please check with the Public Transport Ombudsman if you are not sure whether the Ombudsman can investigate your complaint. If we cannot, we will refer you to an agency that can take your complaint.

3. If you have a complaint about the operation of public transport services, it is important that you contact the relevant operator first. This will allow the operator the opportunity to resolve your complaint. The Public Transport Ombudsman cannot deal with your complaint until this has occurred.

If you have a complaint and you have not contacted the operator, you can ring 131 638 and speak to a Metlink Customer Feedback officer, who will be able to assist you with your complaint. Alternatively, the following contact numbers can be used:

• for Connex services, telephone 1800 800 705
• for V/Line services, telephone 1800 800 120
• for Yarra Tram services, telephone 1800 800 166
• for bus and ticketing complaints, use the Metlink number, 131 638.

If you are not satisfied with the transport operator’s response, or you have not received a reply within 10 working days, or within 3 working days for very serious complaints including disability access complaints, you can complain to the Public Transport Ombudsman.

How to complain to the Public transport Ombudsman

The Public Transport Ombudsman provides a free and informal service, and you can choose how you want to lodge your complaint. You can make your complaint to the Public Transport Ombudsman by telephone, on free call 1800 466 865, or by TTY on 1800 809 623.

You can also make your complaint in writing to the following addresses:
Online at www.ptovic.com.au
Email at enquiries@ptovic.com.au
Mail at
Public Transport Ombudsman,
PO Box 538 Collins Street West,
MELBOURNE VIC 8007
Fax on 03 8623 2100

How the Public Transport Ombudsman handles complaints

The Public Transport Ombudsman acknowledges all complaints received, usually within 2 working days of receipt. If necessary, we will clarify any matters in your complaint, ask for any additional information you might have, and check what it is that you want as an outcome of your complaint.

The Public Transport Ombudsman will also check that the transport operator has had a chance to consider, investigate and respond to the complaint.

Sometimes, where the issue is straight forward, and if you agree, we will refer your complaint back to a senior officer within the public transport operator to resolve directly with you. For these matters, you will receive an acknowledgement from the senior officer within 24 hours and a full response in 7 days. The Public Transport Ombudsman monitors these complaints, and is provided with full advice about the outcome. If you are not satisfied with the advice you receive from the transport operator, the Ombudsman is still able to investigate the complaint.

Where the Ombudsman investigates your complaint, the transport operator will usually provide all relevant documentation and other information to the Public Transport Ombudsman within 14 days.

Where necessary, we will research relevant laws or industry practices, and obtain information from others who can assist in our investigation.

Resolving Complaints

Our first aim in investigating complaints is to seek a resolution which is agreed on by both the complainant and the public transport operator. The resolution that you reach will depend upon your and the transport provider’s individual requirements, and may be influenced by a variety of factors, including how you believe the alleged events have impacted upon you. The PTO attempts to resolve each complaint on an individual basis by taking into account the circumstances of the events which led to the complaint.

The Conciliator who handles your complaint will discuss with you the possible options for resolution of your complaint, and will assist you to clarify which option you believe may be most appropriate for your circumstances. The Conciliator will not tell you which option, or options, you should decide upon.

There is no obligation on the transport provider to agree to any specific suggestion resolution, and it is important that you remain flexible in your requests and expectations.

Resolution of a complaint may involve the transport provider:

• Providing an explanation for an event
• Giving information relating to an event or incident
• Providing details of a company policy or operational procedure
• Making an apology or expression of regret
• Giving some form of compensation, financial or in kind
• Waiving or amending a charge for a service
• Performing corrective or other work, or
• Doing, or stopping doing, something

During an investigation, the Public Transport Ombudsman may suggest that you to go through a conciliation process with the transport operator. This is a voluntary process, which may include a meeting or on-site visit, which can assist in the resolution of your complaint.

Finalising Complaints

If you are satisfied with the outcome of the investigation of your complaint, or the Public Transport Ombudsman assists you to reach agreement on an appropriate resolution of your complaint, your complaint will be finalised. Details of any agreement will be confirmed with both parties, usually in writing.

If you are not satisfied with the proposed resolution of your complaint, and the Public Transport Ombudsman believes there is sufficient information to support a continued investigation of your case, the investigation will be continued.

If, as a result of the investigation, the Public Transport Ombudsman concludes that your complaint cannot be supported, the reason for this conclusion will be explained, and your complaint finalised.

Binding Decisions

The Public Transport Ombudsman has the power to make a decision that is binding on the transport operator. The Public Transport Ombudsman will provide you and the transport operator with written reasons in support of a binding decision. The Public Transport Ombudsman will also publish binding decisions on the website. A Binding Decision is based on what is fair and reasonable, taking into account good industry practice and the relevant laws, and is binding on the transport provider only. You may accept the decision, which will finalise your complaint, or reject the decision, and, if you choose, take further action in another forum.

Review of PTO Decision

If either a complainant or public transport operator is not satisfied with the handling of a complaint by the PTO, they may formally request a review of the PTO decision. The request should be made in writing within 14 days of notification of the PTO decision, and include reasons for the request.

The review will be conducted by the Ombudsman. Outcomes may include determining that no further investigation is required, or re‑opening the complaint to carry our further investigation.

Both the complainant and public transport operator will be advised of the outcome of the review.

Further Information

If you require any further information about the Public Transport Ombudsman, or if you need information to make a complaint about a public transport service or operator, you can ring the Ombudsman’s office on 1800 466 865, email the Ombudsman at enquiries@ptovic.com.au, or write to the Public Transport Ombudsman, PO Box 538, Collins Street West, MELBOURNE VIC 8007.

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