News

We’re thrilled to be sharing our new brand identity in tandem with the launch of our new website. It's the first substantial refresh of our brandmark since the Public Transport Ombudsman (PTO) was established in 2004.

Our new logo’s three arrows represent the three parties to our complaint processes – customer, member organisation, and the PTO. The arrows unite to form a wheel that reinforces the concept of forward-motion, and a stylised ‘O’ that signifies Ombudsman.

This brings our brand ‘essence’ move forward fairly to life by embodying progress and positive direction. 

The Public Transport Ombudsman’s 2024 Annual Report shows that while the number of Victorians seeking help has stabilised at 3,093 approaches (down slightly from 3,192), the PTO resolved more complaints, with a 17 per cent increase in conciliation and investigation outcomes (478 cases). Most issues related to staff, service delivery, Myki ticketing, land and infrastructure, and vehicles, accounting for 77 per cent of complaints. A further 186 Victorians sought help with public transport fines in 2023-2024.

The Public Transport Ombudsman (PTO) is celebrating 20 years of helping Victorians resolve public transport complaints. Established in 2004 after transport privatisation, the PTO has assisted over 51,000 people and expanded from six to 17 member organisations. Ombudsman Ann Jorgensen highlights public transport as an essential service that supports independence and access to opportunities.

Ms Ann Jorgensen, formerly Deputy and Acting Ombudsman, has been appointed Public Transport Ombudsman for a three-year term. She led the PTO through a 64% rise in complaints and aims to strengthen consumer engagement, improve accessibility, and ensure public transport users’ insights reach operators and government.

The Public Transport Ombudsman’s 2023 Annual Report shows a 61.6 per cent rise in Victorians contacting the PTO in 2022–23, in line with higher public transport use, with most issues still relating to staff, service delivery, ticketing and infrastructure. Complaints about Authorised Officers nearly tripled to 150 and fines complaints rose 118 per cent to 264, reflecting both increased patronage and the PTO’s expanded role in reviewing the fairness of some public transport fines.

The Public Transport Ombudsman (PTO) is a member of the Hidden Disabilities Sunflower program, which helps people with non-visible disabilities signal that they may need extra support. The Sunflower symbol—seen on lanyards, badges and wristbands—can be worn by individuals with hidden disabilities as well as their carers. PTO staff have completed Sunflower training to better understand and support these passengers, and major transport operators like V/Line, Metro Trains and Yarra Trams also participate. Sunflower lanyards can be ordered online or collected from selected public transport locations.

Regional public transport fares in Victoria were capped at $9.20 per day ($4.60 concession) from 31 March 2023, aligning regional and metropolitan costs and significantly reducing long-distance fares. The cap later increased to $10 ($5 concession) on 30 June 2023. The change is expected to improve equity and make travel more accessible. Passengers should contact PTV with enquiries before approaching the PTO.

The Public Transport Ombudsman’s 2022 Annual Report shows a 10 per cent rise in complaints in 2021–22, broadly in line with more Victorians returning to public transport. While the main issues remained staff, land and infrastructure, service delivery, ticketing and vehicles, there were increases in accessibility and Authorised Officer complaints. The Report also outlines a new arrangement with the Department of Transport allowing the PTO to review the fairness of some public transport fines in cases involving special or exceptional circumstances.