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

7 May 2020

Image shows a photograph of Public Transport Ombudsman, Treasure Jennings, with the text 'Unlock Your Law' alongside a key and lock illustration and the Law Week and PTO logos. Ombudsman Treasure Jennings joins Victorian Law Week

Now, more than ever, people need access to vital information about their legal rights and responsibilities. So this year, Law Week will be held virtually due to the Coronavirus pandemic.

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

 

22 April 2020

Image shows a person in a wheelchair with her carer waiting on a station platform while a train approaches in the distance.

Public Transport Ombudsman releases 2020 Accessibility Bulletin

This annual publication reports on some of the accessibility challenges that people face when using public transport in Victoria, and the ways that the PTO works to help make public transport better for everyone. 

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

 

24 March 2020

Image shows two people looking at a mobile phone while travelling on a tram.Coronavirus Update: How we are taking your complaints during Victoria's lockdown

The PTO is still open for business. We are continuing to operate our scheme, but we have made some changes to the way we take your complaints in light of Victoria's new lockdown measures.

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


Blog

5 February, 2020

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.The Importance of Fairness at the Public Transport Ombudsman Scheme

At the PTO, fairness is based on the premise that people experience the public transport system differently, based on their own set of circumstances and their individual attributes. 

Read the full story here and see previous blog entries in our archive.


Annual Report

22 October 2019

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

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 and see previous annual reports in our archive.


Bulletins

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

2020 Accessibility Bulletin

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

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

 

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

2019 Customer Experience Bulletin

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

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


Media releases

Thumbnail image shows the media release for the 2020 Accessibility Bulletin PTO 2020 Accessibility Bulletin Media Release

Previous media releases can be viewed in our archive.