2023 Annual Report
Each year, the Public Transport Ombudsman (PTO) Annual Report overviews the complaints and issues that Victorians brought to the PTO during the preceding financial year period.
The PTO Annual Report 2023 was published on 6 December 2023, and shows:
- a 61.6 per cent increase in Victorians contacting the PTO for assistance during the 2022-23 financial year, which mirrors a 61.9 per cent increase in trips on Victorian public transport over the same period.
- the top 4 issues that Victorians raised with the PTO were issues related to (in order of prominence): public transport staff; service delivery; ticketing issues (including myki issues); land & infrastructure-related complaints. These four issues represented 75 per cent of all issues raised with the PTO in 2022-23.
- an increase in some public transport issues relative to pre-pandemic levels, notably issues related to accessibility and Authorised Officers.
- a substantial increase in Victorians contacting the PTO about fines in 2022-23 (264 cases, up from 121 fines cases the previous year). The report also outlines a recent change in how the PTO handles fines complaints, which came into effect in August 2022 with the signing of a Memorandum of Understanding between the Department of Transport & Planning and the PTO.
The PTO Annual Report 2023 is the fourth and final report released by former Public Transport Ombudsman Simon McKenzie, who became CEO of the Mental Health and Wellbeing Commission in September 2023.
The 2022-23 financial year marks the PTO’s 19th year of operation.
Download the Annual Report PDF (6.4MB) here or as a plain text Microsoft Word file here.
You can access the Annual Report media release here.
Previous Annual Reports
PTO Annual Report 2022 Plain Text (Word)
PTO Annual Report 2021 Plain Text (Word)
PTO Annual Report 2020 Plain Text (Word)
PTO Annual Report 2019 Plain Text (Word)
PTO Annual Report 2018 (PDF)
PTO Annual Report 2018 Plain Text (Word)
The Public Transport Ombudsman respectfully acknowledges the traditional custodians of the land on which we operate our services. We pay our respects to the ongoing living cultures of Aboriginal peoples, and to Elders past, present and future.