We publish a range of reports, bulletins, media releases, news updates and blogs from the Ombudsman.

Featured news

7 September 2020

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

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 people using public transport.

Read the full story here and see previous news articles here.


16 July 2020

Acting Public Transport Ombudsman Simon McKenzieHave 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.

Read the full story here and see previous news articles here. 


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 here.

Annual Reports

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 and see previous annual reports 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.

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 BulletinClick here to download the  PTO 2020 Accessibility Bulletin Media Release .

Previous media releases can be seen here.