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

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 here.

 

19 March 2020

Image shows a person in a wheelchair with their carer waiting on a train station platform.An update from the Ombudsman on COVID-19

We are experiencing an unprecedented time in the world at the moment that is rapidly affecting the way we live our lives. This makes it more important than ever to consider those more vulnerable in our community who may need more assistance. Not just the 1 in 10 Victorians who have a disability – both visible and invisible, including those with sensory difficulties – but also those people who may be self-isolating and alone, older people in the community and those from culturally and linguistically diverse backgrounds. 

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

 

16 March 2020

Screengrab from Auslan video shows a White Cane User boarding a tram.New Auslan video aims to make PTO process easy to use

Accessibility to public transport is not just about lodging a complaint, but also about making our public transport complaint process easy to understand and to use. This includes our new Auslan video we have launched today...

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


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 here.


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 here.


Bulletins

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

2019 Customer Experience Bulletin

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

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

 

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

We also 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 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.