The Public Transport Ombudsman was established in 2004 as a free and independent dispute resolution service to help people resolve complaints about public transport in Victoria and to help improve public transport for everyone.

We are a not for profit organisation and we are independent of public transport operators and Government.

Most public transport operators in Victoria are members of the Public Transport Ombudsman Scheme. We can only look at complaints about members of our Scheme. You can see our Scheme members here.

You can find out more here about the rules, guidelines and benchmarks that we follow to ensure that we are independent, fair and effective.

Can’t find the information you’re looking for? Contact us.

Who we are

The Public Transport Ombudsman (PTO) is a fair, free and fast service to sort out public transport complaints and help make the system better for everyone. We’re here to listen.

Our Charter, the Benchmarks and independent reviews

The Public Transport Ombudsman has rules, guidelines and benchmarks that we follow to ensure that we are independent, fair and effective. You can read about them here.

PTO Scheme members

Most public transport operators in Victoria are members of the Public Transport Ombudsman Scheme, which means that we can look at complaints about them. They include bus, train and tram operators,...

PTO in the community

We spend time going out into the community to raise awareness of the Public Transport Ombudsman (PTO) and what we do. It is important that the general public in Victoria know about the Public...

Feedback about the PTO

If you have a complaint about how your case was handled by our office or how we communicated with you, you can make a complaint. This can include complaints about our assessment of whether your...