Our complaint process
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The Public Transport Ombudsman helps people who’ve been unable to solve a problem directly with a public transport operator. Our job is to help you, and the operator, resolve your complaint fairly.
An Ombudsman is a bit like an umpire. We make sure everyone gets a fair hearing, and fair outcomes are reached.
Before you complain to us, you need to give the operator a chance to fix your problem first. You can complain to us if:
- you’re not happy with the operator’s response
- you don’t get a response from the operator, or
- a problem you’ve complained to an operator about still isn’t fixed.
Our complaint process
1. Contact the public transport operator.
Give them a chance to fix the problem first. If you’re still not happy, we can help.
2. Contact us.
Make a complaint or call us on 1800 466 865.
3. We talk to you about your complaint.
We’ll listen, and ask questions, to help us understand the problem and the outcome you’re looking for.
4. We help you and the operator reach a fair outcome.
Our complaint process is focused on helping you and the public transport operator reach an outcome you both agree with. If you can’t agree, the PTO can determine a fair and reasonable outcome.
How will the Public Transport Ombudsman (PTO) help resolve my complaint?
We’ll work with you, and the public transport operator, to reach a fair outcome. Our complaint process is focused on helping you and the operator reach an outcome you both agree with. The PTO uses a conciliation process to facilitate agreements. Most of the complaints we manage are handled as conciliations.
If you and the operator can’t agree the PTO may use an investigation process to help us determine an outcome that’s fair and reasonable. We may also investigate, instead of conciliating, complaints that contain many or very complex issues.
What kind of complaint outcome can I expect?
Outcomes depend on what’s fair and reasonable given the facts and circumstances of your complaint. A “fair and reasonable” outcome considers all relevant laws and standards, good industry practice, and any circumstances that are relevant. This includes the circumstances of the person who has raised the complaint.
The PTO will confirm the outcome in writing. This includes written confirmation of any terms of agreement between you and the operator.
Generally speaking, the types of outcomes we help people achieve include:
- An apology or detailed explanation from a public transport operator
- Refunds and reimbursements
- Goodwill and compensation payments
- Changes to operator policies or procedures
- A commitment from an operator to train or counsel staff members
- A commitment to other types of corrective action, for example: clearer public information or better processes.