We have a range of publications about the work we do. These include our annual reports, bulletins of special interest and media releases. Older publications can be found on our Publications and Media Archive page.

Annual Report

2019 Annual Report

The 2019 Annual Report details the major public transport issues raised with the Public Transport Ombudsman in 2018/2019 and looks at ways in which a consumer based complaints Ombudsman such as the PTO serves the community by highlighting broader areas of concern.

Complaints to the PTO increased by 21% and staff issues overtook service delivery as the most complained about aspect of public transport. Complaints about public transport disruptions were 54% higher than last year.

The seven most complained about issues were:

  1. Staff
  2. Service delivery
  3. Ticketing
  4. Land and infrastructure
  5. Trams, trains and buses
  6. Infringement notices
  7. Accessibility of public transport

You can access the Annual Report media release pdf here (611 KB) .

pdf Download the report (4.29 MB)  (PDF) 

document Download the plain text version of the report (54 KB) (MS Word)

Previous Annual Reports

You can read our previous annual reports in our archive.


Customer Experience Bulletin

We publish an annual Customer Experience Bulletin that looks the customer experience of public transport in Victoria.

2019 Customer Experience Bulletin

Accessiblity Bulletin

We also publish an annual Accessibility Bulletin that looks at the accessibility challenges facing people using or affected by public transport in Victoria.

2019 Accessibility Bulletin

Media releases

PTO media releases can be downloaded as PDF files by clicking on the links:

pdf PTO 2019 Annual Report Media Release (611 KB)

Previous media releases can be viewed in our archive.