Complaints
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Can’t get your public transport problem fixed? The Public Transport Ombudsman can help. We help people who’ve been unable to solve a problem directly with a public transport operator. This might be V/Line, Metro Trains, Yarra Trams, your local bus company, or another public transport agency.
If you’ve contacted an operator about a problem and:
- you’re not happy with their response
- you don’t get a response
- a problem you’ve complained to the operator about still isn’t fixed
You can complain to the Public Transport Ombudsman (PTO). Read more below about how to make a complaint to the PTO, how our complaint process works, and how we’ve helped people with their public transport complaints.
Complaints we can consider
We can help individual members of the Victorian community with most complaints about public transport services, and complaints about the impact of public transport-related activities (such as infrastructure and maintenance works). There are some complaints we can’t help with.
Our complaint process
Our job is to help you, and the public transport operator, resolve your complaint fairly. Our complaint process is focused on helping you and the operator reach an outcome you both agree with. If you can’t reach an agreement, then the PTO can determine an outcome that’s fair and reasonable.
Complaints about fines
Have you received a public transport fine that you think is unfair? The PTO can help people with complaints about fines in some circumstances.
If you think your fine is unfair, you need to give the Department of Transport and Planning (DTP) a chance to review your fine first. If your fine isn’t withdrawn after DTP reviews it, you can complain to us. We’ll talk to you about your circumstances and see if we can help you further.
Make a complaint
If you’ve been unable to solve your problem with an operator, you can complain to the Public Transport Ombudsman. The link below takes you to our online complaint form.
Prefer to talk? You can make a complaint by calling us on 1800 466 865 (Mon – Friday, 9am to 5pm). You can also connect with us though the National Relay Service (NRS) or Translation and Interpreting Service (TIS).
People’s complaint stories
These real-life complaint stories help illustrate how we ensure people’s complaints get a full and fair hearing. They also illustrate the types of outcomes we can help people achieve.
We’ve changed people’s names, and any identifying details, to protect their privacy.