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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.

The Public Transport Ombudsman is improving the accessibility of its services by working with Scope to develop Easy English and Plain English brochures for people who have difficulty reading English, including people with disability and from non-English speaking backgrounds. These new resources, along with a redesigned accessible website, an Auslan information video and information in eleven languages, form part of the PTO’s Accessibility & Inclusion Action Plan to ensure all Victorians can understand their rights and how to make a public transport complaint.

In Winter 2022, it remained mandatory to wear a face mask on public transport in Victoria (with limited exemptions), with Authorised Officers able to issue fines of up to $100. The article outlines where to get free masks, highlights the dual risks of COVID and flu, and shares practical tips for safer travel, including travelling off-peak, using PTV’s RideSpace tool to avoid crowded services, keeping distance where possible, practising good hygiene and staying home if unwell.

As Victorians return to the office, it’s important to plan ahead for public transport. Ensure your myki is current and has enough balance, check for service changes, and remember that myki fares increased on 1 January 2022. Face masks remain mandatory unless exempt. For more information or if you need assistance, you can contact the PTO or use the PTV app to plan your journey.

The Public Transport Ombudsman’s 2021 Annual Report reveals a 47% drop in complaints, reflecting a 39% decrease in approaches due to reduced public transport usage during lockdowns. Despite this, staff-related issues remained the most common, followed by service delivery, ticketing, land and infrastructure, and COVID-19 concerns. Social distancing and hygiene were the top COVID-related complaints. As restrictions eased, complaints increased, but fell again after the 2021 Delta outbreak. Public Transport Ombudsman Simon McKenzie stressed the importance of listening to commuters as Victoria's public transport network recovers.

To encourage safe travel during the COVID-19 pandemic, several measures have been introduced for Victorian public transport. These include mandatory face masks for all passengers aged 12 and over, QR code check-ins at key locations for contact tracing, and extended off-peak travel discounts (30% off fares). The Department of Transport is also offering a $10 myki Money bonus for the first 60,000 eligible passengers who register their myki cards. Public Transport Ombudsman Simon McKenzie stressed the importance of staying updated on the latest health advice and offers, and reminded passengers to reach out if they have unresolved complaints.

In response to the latest COVID-19 outbreak, face masks are now mandatory both indoors and outdoors at train stations, bus, and tram stops in Victoria. Victoria Police will be present at these locations to ensure compliance. Public transport staff will not be handling cash, and passengers are required to use credit or debit cards for payment until June 4, 2021. If passengers don’t have a mask, they can obtain one from ticket offices at some stations. Public transport operators and drivers are also required to wear masks, with fines for those refusing to comply without a valid reason. For further information, check the PTV website or contact the PTO.

Victoria Police will be conducting a crackdown at train stations, tram stops, and bus stops to ensure commuters wear face masks on public transport. Masks remain mandatory in all public transport settings, and passengers who refuse to comply could face a $200 on-the-spot fine. If you don’t have a mask, you can ask for one at ticket offices at various stations and stops. Public Transport Minister Ben Carroll emphasized the importance of mask compliance to help stop the spread of COVID-19. For more information or to lodge a complaint, contact the PTO at 1800 466 865 or visit the PTV website.

The Public Transport Ombudsman (PTO) has appointed Simon McKenzie as the new Ombudsman following a nation-wide search. Simon, who has been acting Ombudsman since June 2020 and with the PTO since 2013, brings extensive experience in alternative dispute resolution and strong relationships with public transport operators and community groups. Simon aims to continue improving how complaints and feedback are handled, contributing to a better public transport experience for all Victorians. He takes on the role for a three-year term starting March 22, 2021.