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.

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

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 .

Previous Annual Reports

You can read our previous annual reports in our archive here.