The Public Transport Ombudsman (PTO) is a fair, free and fast service to sort out public transport complaints and help make the system better for everyone.

  • We’re here to listen
  • We have the power to act, influence and drive change
  • We are highly skilled
  • We help people reach agreements
  • We’re impartial and achieve fair resolutions
  • We act on opportunities to improve the system
  • We’re here for the whole community

If you have questions about what we do and how we do it, take a look at our How we can help page.

Our history

The Public Transport Ombudsman Scheme was established in 2004 to give Victorians an impartial avenue to make a complaint about public transport. The PTO is independent of Government and public transport operators.

We have continued to grow and develop since 2004, refining the way we receive, investigate and resolve complaints and pursue best practice dispute resolution. There have been significant changes to the public transport landscape and to our membership, in response to the large scale public transport infrastructure works underway in Victoria. 

We are committed to continuous improvement and adapting to the needs of people using and impacted by public transport in Victoria.

The Ombudsman

Acting Ombudsman Simon McKenzie

Simon McKenzie is the Acting Public Transport Ombudsman. Simon joined the PTO in October 2013 and has more than 15 years’ experience as an adviser and leader in dispute resolution, firstly as Manager Industry Engagement and Investigations Officer at the Telecommunications Industry Ombudsman and then as Operations Manager at the PTO. Simon holds a law degree (Juris Doctor) from RMIT University, and a Bachelor of Commerce from the University of Melbourne.

Simon is a graduate member of the Australian Institute of Company Directors and serves on the board of directors of a profit for purpose NDIS organisation providing support for children and adults with a disability in Sunbury, Bendigo, Kyneton and St. Albans.

Simon lives in the Central Highlands region of Victoria with his family and is a regular public transport user.

Our Board

The PTO is governed by a Board of consumer and industry directors with an independent Chair. You can find out more about the role and responsibilities of the PTO Board in the PTO Constitution and the PTO Charter. Our current Board members are:

Kay Rundle – Chair

Bernard Stute – Company Secretary

Glenyys Romanes – Consumer Director

Llewellyn Prain – Consumer Director

Mark Davies – Consumer Director 

Chris Lowe – Industry Director (BusVic)

Jonathan McKeown – Industry Director (V/Line)

Marika Harvey – Industry Director (Public Transport Victoria)