Got an unresolved complaint about public transport?
Who we are
We’re a dispute resolution service. We’re independent of public transport operators and government. We offer a fair, free and fast service to resolve complaints about public transport operators in Melbourne and regional Victoria. We’ve helped more than 40,000 people since we started in 2004.
We work with you and the operator
We can help you and the operator resolve a complaint, and can decide on a fair and reasonable outcome. This is an informal process where we talk with you to understand your complaint, and then we talk with the public transport operator. We aim to find an outcome that you will both agree to.
Talk to the operator first
We look at complaints after the public transport operator has tried to resolve it first. After you have made a complaint to the operator, you must give the operator time to respond. The time to respond will depend on how complex or serious the complaint is. In most cases, the operator will respond within 7 business days.
Who we can help
The Public Transport Ombudsman helps resolve complaints between users of public transport and public transport operators who are members of the PTO Scheme. We can also look at complaints from people who are affected by public transport activities, such as maintenance and construction.
Most public transport operators in Victoria are members of the Public Transport Ombudsman Scheme. They include bus, train and tram operators, the Department of Transport (including PTV) and organisations involved in major public transport projects. What we can help you with
There are many types of complaints we can look at including:
- late or cancelled bus, train or tram services
- the accessibility of public transport vehicles, infrastructure, information and customer services
- myki and ticketing issues
- information about public transport and related activities
- public transport staff, including Authorised Officers (AOs)
- public transport fines (in some circumstances)
- noise and disruption from public transport works
- the safety or cleanliness of stations, stops and vehicles.
If you’re not sure if we can help with your complaint, you should contact us for advice. If we can’t help, we can usually refer you to someone who can.
Information we need
We will ask you for:
- your name and your contact details
- what your complaint is about, including the name of the operator and times, dates and locations related to your complaint
- what the operator said or did in response to your complaint
- why the operator’s response didn’t resolve your complaint
- documentation to prove any costs you have
- photographs and video recordings if you have them
- copies of your correspondence with the operator
- what you want to happen next.
Depending on what your complaint is about, you might need to give extra information like quotes or expert advice.
If you don’t provide us with the information we ask for, we may not be able to look at your complaint. If you’re unable to give this information, you should let us know as soon as possible.
Contact us
Website
Make a complaint
Call: 1800 466 865
Email us:
Submit a form: www.ptovic.com.au/complaints
Opening hours
We are open weekdays from 9am to 5pm.
Mail us
Public Transport Ombudsman
PO Box 538,
Collins Street West,
Melbourne,
Victoria, 8007
National Relay Service or NRS
You can use the NRS to contact us if you are deaf, or have a hearing or speech impairment.
Website: www.bit.ly/nrs-helpdesk
Translating and Interpreting Service or TIS
You can choose to use the TIS if you speak a language other than English.
Website: www.tisnational.gov.au
Call: 131 450
Social media
The Public Transport Ombudsman respectfully acknowledges the traditional custodians of the land on which we operate our services. We pay our respects to the ongoing living cultures of Aboriginal peoples, and to Elders past, present and future.