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 and stories can be found on our archive page.

Featured news

6 January 2020

State of Disaster in Victoria.

Photo shows V/Line trains at Southern Cross Station

Transport services disrupted due to Bushfires.

The team at the PTO would like to extend our sympathies to those impacted by the devastating bushfires across Australia.

With a State of Disaster still in place we encourage everyone to keep up-to-date with the latest information on fire affected areas and to follow advice from the authorities.

With fires affecting areas right across East Gippsland and Victoria’s northeast, V/Line Albury, Bairnsdale and other regional services have been disrupted.

Read the full story here and see previous featured news articles on our archive here.

Photo: DELWP via CFA Vic.


19 November, 2019

How PTO partnerships promote access and improvements to public transport in Victoria

Photo shows Victorian State Treasurer and Member for Werribee, Tim Pallas, CEO of Victorian Council of Social Service, Emma King, Public Transport Ombudsman, Treasure Jennings, and CEO WEstjustice Community Legal Centre, Professor Denis Nelthorpe at the funding announcement.

Every day at the Public Transport Ombudsman’s Office we spend time understanding the needs of our stakeholders and the community. We liaise with both public transport providers and consumers, not only to help resolve individual complaints about public transport, but also to help bring about improvements to the public transport system in Victoria.

Read the full story here.

Annual Reports

22 October 2019

2019 Annual Report

The 2019 PTO Annual Report Cover shows two children travelling on a tram

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. Read the full story here.

Download the report as a PDF here or as a plain text Microsoft Word file here .

You can access the annual report media release here .

You can download our previous annual reports from our archive here.


Customer Experience Bulletin

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

The 2019 PTO Customer Experience Bulletin shows people on a crowded platform at Southern Cross Station.

2019 Customer Experience Bulletin

Download the bulletin as a PDF here or as a plain text Microsoft Word file here .



Accessibility Bulletin

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

The 2019 PTO Accessibility Bulletin Cover shows an illustration depicting people with different accessibility needs standing in front of a tram, train and bus.

2019 Accessibility Bulletin

Download the bulletin as a PDF here or as a plain text Microsoft Word file here .


Media releases

Thumbnail image shows the media release for the 2019 Annual ReportPTO media releases can be downloaded as PDF files by clicking on the links:

PTO 2019 Annual Report Media Release

Previous media releases can be viewed in our archive.