News - Public Transport Ombudsman Victoria

PTO AnnualReport cover shows a V/Line train parked at the Ararat train station. It is sunrise and there is a mountain in the background.

18 December 2024

Number of Victorians contacting the PTO stabilises, volume of case resolutions rise

Data released in the Public Transport Ombudsman (PTO) Annual Report 2024 shows a stabilisation in the number of Victorians contacting the PTO for assistance, and an increased volume of cases being...

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2004-2024, 20 Years Public Transport Ombudsman

30 April 2024

The PTO marks 20 years of independent, fair and free dispute resolution services

This year marks 20 years since the Public Transport Ombudsman (PTO) commenced operations.

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Public Transport Ombudsman Ann Jorgensen is a Caucasian woman. She has short brown hair and is wearing dark-framed glasses and a black and tan patterned dress. She is sitting at a table with her hands crossed before her and is looking directly into the camera and smiling. In the background are trees and a blurred cityscape.

13 December 2023

New Public Transport Ombudsman Appointed

Ann Jorgensen has been appointed Victoria’s new Public Transport Ombudsman and will take up the position from 14 December 2023.

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Image shows a caucasian man travelling on a train. He is holding a yellow ceiling-mounted hand loop. He has closely-cropped brown hair and a moustache and is looking away from the camera. The words 'annual report 2023' appear on the right of the image.

04 December 2023

Complaints rise again this year, focus on Authorised Officers and fines

Data released in the PTO Annual Report 2023 shows a 61.6 per cent rise in Victorians contacting the PTO in the 2022-23 financial year.

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11 September 2023

Ann Jorgensen appointed Acting Public Transport Ombudsman

Simon McKenzie departs the role of Public Transport Ombudsman to become Chief Executive Officer (CEO) of the newly formed Mental Health and Wellbeing Commission (MHWC) from 25 September 2023.

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20 July 2023

Making the Invisible Visible: Supporting People with Hidden Disabilities

The PTO is a proud member of the Hidden Disabilities Sunflower program, an initiative dedicated to raising awareness and providing support for people with non-visible disabilities and conditions...

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A V/Line train standing at a station platform.

05 April 2023

The daily travel cap in regional Victoria now matches fares in metro Melbourne

On 30 June 2023, the Victoria-wide weekday fare cap increased to $10 (up from $9.20) and $5 (from $4.60) for concession. Fares below the cap increased too. See the PTV website for current public...

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A PTO staff member talking to students at one of the Victoria University Open Days.

08 March 2023

Connecting with Victorian communities

Outreach to Victorian communities is an important part of the work we do.

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The PTO Annual Report 2022 cover shows trains waiting at Southern Cross Station. Passengers can be seen on the platform in the foreground and the station's distinctive roof can be seen at the top of the image.

07 December 2022

Complaints rise and patronage increases, Ombudsman to look at public transport fines

Public Transport Ombudsman Mr Simon McKenzie released his 2022 Annual Report today.

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Image is a photograph of three people with disabilities standing at the service desk of a train station.

26 July 2022

Making our services easier to understand for everyone

The Public Transport Ombudsman is committed to providing inclusive and accessible services for everyone, including people with a disability, and people from non-English speaking backgrounds. We want...

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Image shows a person wearing a facemask while travelling on a train during the COVID-19 pandemic.

22 June 2022

Current face mask rules and tips for safe travel on public transport this winter

A recent rise in online searches for face mask rules on Victorian public transport has coincided with the removal of mask mandates from many other settings, as well as increased public transport use...

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Image is a colour photograph showing passengers travelling on a tram. A person in a red and black checkered shirt stands to the left of the image holding onto a yellow hanging strap. They have short black hair and are wearing dark-framed glasses. A person standing to the right of the image has a red beard and medium-length red hair. They are wearing glasses and a grey hoodie and are looking down at the mobile phone in their hands. Several other people can be seen in the image – their backs to the camera. All of the passengers are wearing facemasks as they travel during the COVID-19 pandemic.

01 March 2022

Returning to the office?

If you have been working from home and are returning to the office on public transport, it is good idea to plan before you travel.

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Annual Report cover shows a person walking through myki turnstiles, tapping on their myki card. The person is silhouetted by light from windows behind them, but their facemask is visible. there is a striped pattern on the window behind them.

23 November 2021

Complaints fall as public transport usage hit by lockdowns

Public Transport Ombudsman Mr Simon McKenzie released his 2021 Annual Report today.

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Image is a photograph of a passenger wearing a face mask while travelling on a Metro train. The passenger is a young Caucasian male with short brown hair. He is wearing dark sunglasses with clear frames, a black face mask, black leather jacket and a white t-shirt. He is looking down at his phone and leaning against the window of the train carriage. A blurred station platform is visible through the window.

13 July 2021

Public transport measures in Victoria to keep you connected

To encourage people to travel safely on public transport in Victoria during the most recent COVID-19 outbreak, the Department of Transport have implemented several new measures and extended some...

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Passengers wearing face masks while travelling on a Metro Train during the COVID-19 pandemic.

31 May 2021

Victoria’s latest public transport rules amidst fresh COVID-19 outbreak

For up-to-date advice, see our latest news article: Current face mask rules and tips for safe travel on public transport this winter

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Image shows people wearing face masks whilst using public transport during the COVID-19 pandemic. The photo has been taken from inside a train and shows five people sitting on the train while wearing face masks. Also visible through the open train door are four people walking on the station platform past signs for Flinders Street Station and Platform 1.

25 May 2021

Mask up on public transport or risk a $200 on the spot fine

For up-to-date advice, see our latest news article: Current face mask rules and tips for safe travel on public transport this winter

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Image shows Public Transport Ombudsman, Simon McKenzie. Simon is a Caucasian man with closely cropped hair and he is smiling for the photo. He is wearing a black pinstripe suit jacket, white checked shirt and navy tie with white dots. The blurred background shows buildings and trees in the Melbourne CBD.

18 March 2021

New Public Transport Ombudsman appointed

The Public Transport Ombudsman (PTO) is pleased to announce the appointment of Simon McKenzie as the new Ombudsman following a nation-wide search.

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Image shows a Metro train on the Sunbury line as it pulls into a station.

11 January 2021

More services and off-peak discounts for 2021

The COVID-19 pandemic has affected our lives in many ways, including how we travel on public transport, so we need to continue to adapt and adjust to a Covid-normal Victoria.

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Image shows three people wearing face masks and employing social distancing while travelling on a tram.

24 November 2020

5 ways you can travel safely on public transport as Victoria heads towards COVID-Normal

All passengers are being asked to play their part to keep Victoria COVID-19 free and be safe when travelling on public transport. This includes keeping a physical distance from others where...

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The PTO's 2020 Annual Report cover is an image of a person wearing a facemask while waiting for a tram during the COVID-19 pandemic. There are two blurred trams in the background.

10 November 2020

Service Delivery to Ticketing – How COVID-19 Impacted Ombudsman Complaints in 2020

Acting Public Transport Ombudsman Mr Simon McKenzie today released his 2020 Annual Report.

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Image shows people walking across tram tracks while wearing face masks during the COVID-19 pandemic. There is a tram in the background.

28 October 2020

COVID-19 restrictions have eased in Victoria – what is allowed?

Restrictions have eased in metropolitan Melbourne in line with Victoria’s roadmap to reopening. You are now allowed to leave your home for any reason, however the 25km travel limit remains until...

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Image shows a person wearing a mask boarding a tram during the COVID-19 pandemic.

07 September 2020

How Victoria’s extended COVID-19 lockdown restrictions may affect you

With Stage 4 restrictions still in place in metro Melbourne and Stage 3 in Regional Victoria (until September 28) and more Victorians working from home than ever, there will continue to be less...

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Image shows a man standing on a train platform wearing a face mask during the COVID-19 pandemic while waiting for a train.

11 August 2020

How we are taking your complaints during COVID-19 restrictions

Stage 4 lockdown restrictions are now in place in metropolitan Melbourne, with Stage 3 in regional Victoria to limit people’s movement to stop the spread of Coronavirus.

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Image shows a person wearing a face mask while waiting at a tram stop during the COVID-19 pandemic.

06 August 2020

Changes to public transport in Victoria’s Stage 4 and Stage 3 restrictions

Stage 4 lockdown restrictions are now in place in metropolitan Melbourne, with Stage 3 in regional Victoria to limit people’s movement to stop the spread of Coronavirus.

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30 July 2020

Taking your complaints during Victoria’s Stage 3 restrictions

In line with advice from the Victorian Chief Health Officer, Stage 3 "Stay at Home" restrictions have been reinstated across Victoria.

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Image shows a man looking at his phone while travelling on a Metro train.

16 July 2020

Have Your Say: your public transport experience

Have you had an issue with public transport but don’t want to make a complaint? Is your issue one that may affect other people travelling on public transport? We want to hear from you.

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02 July 2020

New Acting Public Transport Ombudsman announced

Public Transport Ombudsman Treasure Jennings has resigned as Ombudsman to take up two roles as the Mental Health Complaints Commissioner and Disability Services Commissioner for Victoria.

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Image shows a woman on a tram wearing a surgical face mask during the COVID-19 pandemic.

02 June 2020

Managing your travel on public transport as COVID-19 restrictions ease

Whilst the Coronavirus pandemic continues to affect millions of people right around the world, in Victoria we are slowly seeing restrictions ease after months of tight lockdown measures.

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Image shows Public Transport Ombudsman, Treasure Jennings. Treasure is a Caucasian woman with mid-length blonde hair. She is smiling while looking directly at the camera. She has her arms crossed on the table in front of her and is wearing a black zip-up top. A blurred view of CBD buildings can be seen through the window behind her.

18 May 2020

Law Week 2020 - How the PTO can help resolve complaints

The Public Transport Ombudsman (PTO) Scheme was established in Victoria in 2004 as a free and independent service to help people resolve complaints about public transport and to help improve the...

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2020 Accessibility Bulletin Cover shows a person in a wheelchair waiting on a station platform with her carer as a train approaches in the background.

21 April 2020

Public Transport Ombudsman releases 2020 Accessibility Bulletin

The Public Transport Ombudsman Treasure Jennings has released her second annual Accessibility Bulletin , highlighting the accessibility issues people face when using public transport in Victoria.

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Image shows two people looking at a mobile phone while travelling on a tram.

23 March 2020

The PTO is still open for business

Coronavirus Update: How we are taking your complaints during Victoria's lockdown These are unprecedented times in the world right now, rapidly changing the way we live our lives and the way we work....

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Image shows a person in a wheelchair with their carer waiting on a train station platform.

19 March 2020

An update from the Ombudsman on COVID-19

Public Transport Ombudsman continues to operate. An update from the Ombudsman, Treasure Jennings:

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Image shows a white cane user boarding a tram. He is a Caucasian man and is wearing dark blue shorts and a blue and white checked shirt.

16 March 2020

Ombudsman launches new video in Auslan

New Auslan video aims to make PTO process easy to use As part of the Public Transport Ombudsman Awareness Strategy for 2020 we are making it easier for people to contact us, including people with...

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Image shows Metro Train waiting at a station platform.

13 February 2020

Yarra Trams and Metro Trains miss January performance targets

Passengers may be able to claim compensation As with all Public Transport Victoria operators, Metro Trains and Yarra Trams performance is measured each month for reliability and punctuality....

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Image shows a blurred tram in motion as it passes by.

21 January 2020

Yarra Trams misses performance target for December 2019

Ombudsman calls for more time to claim compensation. Did you catch the tram in December? Like Metro Trains and V/Line, Yarra Trams have punctuality and reliability performance targets they must meet...

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Photograph shows a firefighting helicopter at the Mallacoota fire.

05 January 2020

State of Disaster in Victoria

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...

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Image shows V/Line trains at Southern Cross Station.

05 December 2019

V/Line services set for major disruptions

Strikes affecting regional services this December. Are you a V/Line commuter? Planned industrial action will go ahead throughout December, with several strikes affecting the V/Line network right...

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