News

Edit: First published 31 May 2021.
For up-to-date advice, see our latest news article: Current face mask rules and tips for safe travel on public transport this winter

Face masks are now mandatory outdoors including train stations, bus and tram stops, as well as indoors in an effort to ‘circuit break’ the latest Covid-19 outbreak in Victoria.

Victoria Police will be at train stations, tram stops and bus stops throughout metro Melbourne and regional Victoria ensuring commuters are wearing face masks on public transport.

Government data shows 49 per cent of commuters either did not wear a mask or wore it incorrectly on trains. This was the same for 46 per cent of commuters on trams.^

Public Transport Minister Ben Carroll said Victorians must do everything they can to help stop the spread of COVID-19 during this latest outbreak as the “pandemic is far from over”*. He added that he was “concerned by the level of complacency” of mask wearing on public transport.

Cash on public transport

Public transport staff will not be handling cash payments during this week’s lockdown until this Friday 4 June, 2021. Passengers are required to use their credit or debit card to pay for travel on the public transport network. Public transport is continuing to run as normal.

Public Transport Ombudsman Simon McKenzie said that in Victoria’s constant changing COVID-19 environment, people should make sure they keep up-to-date before they travel.

“It’s very important for passengers to check what they need to do to comply with the latest public health advice and conditions of travel on public transport – whether it’s wearing a mask correctly or making sure you have enough money on your myki,” Mr McKenzie said.

Mr McKenzie added that if people are unsure, they should check with the PTV call centre on 1800 800 007 before they travel.

Free face masks

Minister Carroll told the ABC* that if people didn’t have a face mask with them, they could ask the ticket office at stations for a face mask before travelling.

"We'll be handing out masks at some 70 metropolitan train stations, some 50 V/Line stations, at tram stops. We're going to do everything we can to make sure Victorians mask up on public transport," Minister Carroll told the ABC*.

The Victoria Police Superintendent Andrew Humberstone said that police were responding to concerns from people within the community about diminishing mask compliance on public transport.

He said that police and PSOs would be offering free face masks as they take an "educational approach" about COVID-19 with passengers who didn’t wear a mask on public transport. However, he added that commuters who refused to wear mask when they were offered by police without a valid reason would be fined.

For details on where free masks are available, see the PTV website.

Public transport staff must wear a mask

Public transport operators and drivers are required to wear a face mask unless they have an exemption. If you have a concern, you will need to contact the public transport operator first to give them an opportunity to resolve your complaint. If the operator does not resolve your complaint, you can contact us, and we’ll take a look at it for you.

For tips from the Public Transport Ombudsman on travelling on public transport during the COVID-19 pandemic, check out: ‘Five ways you can travel safely on public transport’.

How to contact us

If you have a complaint about public transport you haven’t been able to resolve with the operator, we want to hear from you. You can call the PTO on 1800 466 865 or you can This email address is being protected from spambots. You need JavaScript enabled to view it. with your phone number and a time that is best to contact you between 9am and 5pm, Monday to Friday. (If we are unable to call you at this time, we will suggest another time.)

We can also be contacted via our online complaint form or you can send us a message via Facebook. We can also be contacted via The National Relay Service and Translating and Interpreting Service.

If you need any assistance with planning your travel, you can call PTV on 1800 800 007.

The PTO office is open during standard business hours, or enquiries can be lodged out of hours via the online complaint form via email to This email address is being protected from spambots. You need JavaScript enabled to view it. or by phone on 1800 466 865 (leave a message out of hours).

For news and updates from the PTO follow us on Facebook, Twitter, LinkedIn and Instagram. 

^Source: Masks on trains: Police will issue fines to people not wearing masks on Melbourne’s public transport system (theage.com.au) 

*Source: Victorian commuters face fines for refusing to wear a mask on public transport in compliance crackdown - ABC News