About us
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The Public Transport Ombudsman (PTO) provides fair and efficient dispute resolution and improves public transport for the Victorian community. Find out more about who we are, what we do, and how our work helps make public transport better.
Who we are
We’re an industry-based Ombudsman that’s independent of government and public transport operators. An Ombudsman specialises in resolving disputes.
What we do
Our core functions extend beyond our dispute resolution service. We also use data and insights to help our members, and government, improve public transport. We conduct outreach in the community to raise awareness. And we produce Annual Reports that overview the complaints the community has raised with us.
Our people
The PTO’s small team of dedicated staff work under the leadership of the Ombudsman and Deputy Ombudsman, and the organisation is governed by a Board of Directors.
Our members
Most public transport operators and agencies in Victoria are members of the Public Transport Ombudsman (PTO) scheme. There are currently 17 members of the PTO scheme.
Our guiding principles
Guiding principles, and Industry Benchmarks, shape our work and guide our performance as industry-based dispute resolution service.
Your privacy and the PTO
We take our obligations to protect the privacy of your personal information seriously. Find out how the PTO collects, uses and stores personal information in line with our obligations.
Feedback or complaints about the PTO
If you’re unhappy with how your complaint was handled by our office, you can give feedback or raise a formal complaint.