The PTO will be closed for the Christmas break from 2pm on 24 December 2025 and will reopen at 9am on 5 January 2026. We wish everybody a happy and safe holiday season.
The Public Transport Ombudsman provides a free, fair and independent complaint handling service to the Victorian community. We’re not a government organisation and we’re independent from public transport operators.
Our role is to help people who’ve been unable to solve a problem directly with a public transport operator. We take time to understand the problem. Then we help you, and the operator, reach a fair outcome.
Talk to the public transport operator about your complaint first.
If you’re still not happy, or you don’t get a response, we can help.
Talk to us.
We’ll listen, and ask questions, to help us understand the problem and the outcome you’re looking for.
An Ombudsman is a bit like an umpire. Our job is to make sure everyone gets a fair hearing, and a fair outcome is reached.
Your complaint can make a difference.
We look at the complaints we receive to identify problems that affect multiple people, or groups of people.
We use these insights to help our members, and government, reduce complaints and improve public transport for the Victorian community.
Read about how we've helped people with their public transport complaints.
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Annette's bus accessibility complaint
Annette’s disability makes it hard to get on a bus if drivers don’t stop at the kerb. She’d raised the issue but didn’t see any improvements.
Report highlights complaints Victorians have escalated to the PTO
Data released in the Public Transport Ombudsman (PTO) Annual Report 2025 shows that just over 3,000 Victorians contacted the Ombudsman for help during the 2024-25 financial year.
