How we are taking your complaints during COVID-19 restrictions

: Published: 11 August 2020

Stage 4 lockdown restrictions are now in place in metropolitan Melbourne, with Stage 3 in regional Victoria to limit people’s movement to stop the spread of Coronavirus.

These new restrictions mean there has been some changes made to public transport services in metropolitan Melbourne

PTO operating as normal

We are continuing to operate our scheme as normal to take your public transport complaints, but we have made some changes to the way we are operating in light of the COVID-19 restrictions. We are committed to ensuring that we are still available, so all our team are working from home.

Remember, if you haven’t done so already, you will need to contact the public transport operator first to give them an opportunity to resolve your complaint. If the operator does not resolve your complaint, you can contact us, and we’ll take a look at it for you.

Image shows a man standing on a train platform wearing a face mask during the COVID-19 pandemic while waiting for a train.

How to contact us

You can still contact us via phone on 1800 466 865 but you may need to leave a message and we will call you back. You can also This email address is being protected from spambots. You need JavaScript enabled to view it. with your phone number and time that is best to contact you between 9am and 5pm Monday to Friday. If we are unable to call you at this time, we will suggest another time.

We can also be contacted any time via our website complaint form or you can send us a message via our Facebook page.

We can also be contacted via The National Relay Service and Translating and Interpreting Service.

More information on Coronavirus

For more information on Coronavirus and where to get tested visit the Department of Health and Human Services (DHHS) website.

To read COVID-19 translated information for people from culturally and linguistically diverse backgrounds, visit the DHHS translated resources page.

Visit the Victorian Government's website for the latest information on Stage 4 restrictions and the latest advice on Coronavirus (COVID-19).

For news and updates from the PTO follow us on Facebook, Twitter, LinkedIn and Instagram.

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.