The Public Transport Ombudsman is a fair, free and fast service to sort out your public transport complaint and help make public transport in Melbourne and Victoria better for everyone.

What we look at

We look at a wide range of public transport complaint issues including:

  • Delayed or cancelled bus, train or tram services
  • Myki and public transport ticketing issues
  • Public transport accessibility
  • Information and announcements
  • Public transport staff, including Authorised Officers (AOs)
  • Noise and disruption from public transport works

We look at many different aspects of public transport and how public transport issues can impact passengers and the community. If you want to check whether we can look at your particular public transport complaint, contact us and we can discuss it with you.

Who are you complaining about?

We can only investigate a public transport complaint if it’s about a member of the Public Transport Ombudsman Scheme. Members of the Public Transport Ombudsman Scheme include train, tram and bus operators and organisations involved in major public transport projects. You can check the list of our members here.

If you haven’t already spoken to the public transport operator about your complaint, we suggest you do so. The operator may be able to resolve your complaint quickly. But if they can’t resolve your complaint or they don’t respond to you, you can lodge a public transport complaint with us.

We will provide you with free, impartial advice and referral information if you contact us about something we can’t investigate, like a complaint about a taxi, or an airline.

Fair and reasonable outcomes

When we investigate your public transport complaint, we work with you and the operator to find a reasonable and fair outcome.

We handle complaints independently, promptly and for free, and if an agreement can’t be reached the Public Transport Ombudsman has the power to make a binding decision.

Making public transport better

We also look at the bigger picture – the public transport complaints and issues that affect or could affect more people. We call these systemic issues. The work of the Public Transport Ombudsman in this area allows us to help improve public transport and make the public transport system better for everyone.

Check out our FAQs for more information.