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Annual Report 2025

Each year, the Public Transport Ombudsman (PTO) Annual Report details the types of complaints the Victorian community reported to us during the previous financial year period.  

Published on 16th December 2025, the PTO Annual Report 2025 highlights four complaint themes, with case studies that illustrate how the PTO handles these types of complaints, and how insights from the PTO’s case handling work helps improve the public transport system. These four themes are:

  1. Public transport fines (pp. 20 – 23). The PTO saw 262 approaches about fines in the 2024-25 financial year, up 40% from 186 approaches in 2023-24. 
  2. Authorised officer (AO) complaints (pp. 24 – 27). The PTO saw 160 complaints about AOs in 2024-25, up 40% from 114 in 2023-24. In the wake of several high-profile data breaches, the PTO has seen more complaints about the information AOs obtain to establish passengers’ identity and proof of address, including via banking apps. 
  3. Default fare charges (pp. 28 – 35). The PTO received 27 complaints about default fares in 2024-25. Default fares are a poorly understood aspect of the myki system that generate complaints to the PTO. 
  4. Service disruptions (pp. 36 – 41). A notable sub-set of this year’s top reported issue (see “Key facts & figures”).  Of the 706 service delivery issues reported to the PTO in 2024-25, around one in five were about service disruptions. 

A total of 3,057 Victorians approached the PTO for help during the 2024-25 financial year (on par with the 3,093 who approached us the previous year). The issues they most frequently reported related to service delivery (706 issues reported), public transport staff (570 issues), myki (422 issues) and land and infrastructure (422 issues). 

Download an accessible PDF of the 2025 Annual Report (7MB).

Download the 2025 Annual Report in plain text (Word). 

The PTO Annual Report 2025 is the second Annual Report released by Victoria’s Public Transport Ombudsman, Ms. Ann Jorgensen.