Our Jurisdiction

We receive, investigate and resolve complaints from consumers who use or are affected by public passenger transport services in Victoria provided by members of our scheme. We can only investigate a complaint if the public transport operator has had an opportunity to respond to it.

Matters we can look at include:

  • Service delivery
  • Ticketing
  • Infrastructure and rolling stock
  • Authorised officers
  • Penalty fares
  • Customer service
  • The conduct of operator staff and contractors

This is not a comprehensive list. If you are unsure whether your complaint falls within our jurisdiction please contact us and we will advise you.

The things we can’t look at include matters such as ticket prices, service frequency and free school bus services. We also can’t investigate complaints about the content of Government policy, legislation and codes.

If you have received a ticket infringement notice, we cannot hear your appeal against the fine. However we can provide you with information and advice, and we can look at any related issues that are within our jurisdiction such as customer service complaints.

If your complaint is not within our jurisdiction, we may still be able to help you with information and advice. If we can’t help you, we will try to refer you to someone who can help.

The jurisdiction of the PTO is set out in the PTO Charter.