What We Do

We investigate and resolve complaints against public transport operators in Victoria who are part of our scheme. You can see a list of our members here.

If you come to us before you have contacted the relevant public transport operator we will provide you with impartial advice and referral information. However we can only investigate a complaint if the public transport operator has been given an opportunity to resolve it. You can find out about making a complaint to a public transport operator here. We will also try to help you with advice and information if your complaint does not fall within our jurisdiction.

When we investigate your complaint, we work with you and the operator to find a reasonable and fair outcome. We handle complaints independently and promptly, and where an agreement can’t be reached, the Ombudsman has the power to make a binding decision.

We also identify and investigate systemic issues and improvement opportunities, which are issues that affect or have the potential to affect a larger number of consumers. We work with public transport operators to resolve all the issues that are identified. This work prevents complaints arising in the future and contributes to ongoing improvements in Victoria’s public transport services.

The PTO participates in the ongoing public conversation about public transport in Victoria and contributes to Government inquiries into public transport and alternative dispute resolution more widely.