Read our FAQs for answers to the questions we get asked the most about public transport.

If you don’t find what you’re looking for, you can contact us.

Yes. We can look at your complaint about delayed or cancelled public transport services in Victoria.

It is helpful if you can provide us with specific dates and times of when the public transport service was late or cancelled. You can call us to talk about your experience, or lodge a complaint using our complaint form.

Some public transport complaints can be handled with one phone call and referral and be resolved within a couple days. If we investigate your public transport complaint, you’ll get an answer within 21 days, but if it’s complex it might take longer. We’ll keep you updated while we handle your complaint.

You can request to have the fine reviewed. Fines are issued by the Department of Transport and we don’t have the power to review or overturn your fine. Take a look at the review process on the Department of Transport website.

If you have a complaint about events leading up to the fine, for example the conduct of public transport staff such as an Authorised Officer, or a malfunctioning myki reader, we might be able to look at that for you. But remember, we don’t have the power to overturn the fine.

If the public transport operator doesn’t get back to you within 7 business days, we can look at your complaint about the delay and their customer service. We can also look at the reason you complained to them and get a response.

Eligibility for a concession myki is determined by Public Transport Victoria (PTV) rules. We can investigate your myki complaint, but we can’t change those rules.

If you think PTV made the wrong decision, we can look at your application for a concession myki, how it was handled and whether the decision should be changed.

Yes we can. Firstly, we can talk to you about how you can use the information provided by PTV and the public transport operators to plan your journey on accessible public transport in Melbourne and in regional Victoria.

If you have a public transport complaint about accessibility, we can look into that for you. If what you are complaining about is likely to affect other people, we may look at the systemic problem and work with the public transport operator to find a solution.

It is inevitable that there will be some level of noise associated with public transport. However, if you believe the noise is unreasonable you can complain to us. We can look at where the noise is coming from, whether it is unreasonable and whether proper procedures have been followed by the public transport operator. We might ask you to keep a diary with times and dates of when the noise issue happens. Check out our common complaints section on noise.

The Public Transport Ombudsman can’t investigate complaints about the location of bus stops. PTV are authorised by law to construct bus stops and the law doesn’t require them to consult with the community on the location of individual bus stops. Check out our common complaints section on new bus stops.

You should speak to PTV about why you are not happy with the bus stop. If you have safety concerns about the bus stop, please let PTV know.

No, we don’t look at complaints about taxis or uber. You can make a complaint to Commercial Passenger Vehicles Victoria.

If someone is making you feel unsafe on public transport you should alert the driver or conductor or contact police.

If you make a public transport complaint to us, we will look at the obligations of the public transport operator and the role of public transport staff – did they take reasonable steps and follow the right procedures? We can’t take action against other passengers.

Yes, we look at complaints about the behaviour and actions of Authorised Officers (AO), and other public transport staff. If you are complaining about getting a public transport fine from an AO we can only look at the AO’s conduct, we can’t review or overturn the public transport fine.

While we can handle public transport complaints about services in Melbourne and Victoria not running on time or to schedule, we can’t handle complaints about the schedule itself. We don’t have the power to change timetables or increase services.

If you’re not happy with a current timetable, you should complain to PTV. If you’re not happy with their response you might want to refer the matter to your local Member of Parliament or the Minister for Public Transport.