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To stay safe on public transport in Victoria, wear a face mask, practice good hygiene, maintain physical distancing, and avoid cash transactions. If you're unwell, stay home and get tested for COVID-19. Public transport staff no longer handle cash, and there are multiple ways to top up your myki. For any complaints or issues, contact the Public Transport Ombudsman at 1800 466 865 or visit the PTV website for more information.

The 2019/20 Public Transport Ombudsman (PTO) Report shows a 6% decrease in overall approaches, with complaints down 13% due to the impact of COVID-19 on public transport patronage. Before the pandemic, concerns about staff, service delivery, and ticketing were the most common issues. Once COVID-19 hit, over 50% of complaints related to ticketing, particularly refunds and myki balance issues. Other concerns included social distancing (27%) and hygiene (7%). The PTO emphasized that as passengers return to the network, more flexible and user-friendly ticketing products will be necessary to rebuild confidence in the system.

As restrictions ease in metropolitan Melbourne, the 25km travel limit remains in place until 11.59pm on November 8, 2020. Most public transport services are running to the normal timetable, but Night Network services are still suspended. Travel to regional Victoria is only allowed for essential purposes, and face masks remain mandatory on public transport. Physical distancing measures are encouraged, with tips to avoid busy services and maintain space. Public transport staff no longer handle cash, so passengers should use alternative payment methods. For more information, visit the PTV website or contact the PTO.

With Stage 4 restrictions in place for metro Melbourne and Stage 3 in Regional Victoria, public transport use continues to decline. Daytime services will operate from 5am to 8pm, with changes to nighttime services and no Night Network during Stage 4. For those not using public transport, you can pause or refund your myki Pass through PTV. Refunds are also available for Student Passes. If you're dissatisfied with a refund, contact PTV or the PTO. Commercial passenger services like taxis and Uber remain available for permitted travel. For complaints or assistance, contact the PTO at 1800 466 865.

Stage 4 lockdown restrictions are now in place in metropolitan Melbourne, with Stage 3 in regional Victoria, affecting public transport services. Despite these changes, the Public Transport Ombudsman (PTO) is operating as usual to handle public transport complaints. Our team is working from home, and we remain available to assist you. If your complaint remains unresolved by the operator, you can contact us. Reach us via phone at 1800 466 865, email, our website complaint form, or Facebook. For more information on COVID-19 and testing, visit the DHHS website.

Stage 4 restrictions in metropolitan Melbourne and Stage 3 in regional Victoria have led to changes in public transport services. Daytime services (5am to 8pm) on trains, trams, and buses will continue, with first and last services unchanged for essential workers. Nighttime services may vary, and all ‘Night Network’ services after midnight on Fridays and Saturdays are suspended. Regional travel is restricted to medical care, caregiving, and work that cannot be done from home. Commercial passenger services like taxis and Uber remain operational for permitted travel.

In response to Stage 3 "Stay at Home" restrictions, the Public Transport Ombudsman (PTO) continues to operate as normal, but our team is working remotely. Public transport remains available for essential workers and those who need it, with strict guidelines on the reasons for leaving home. If you have a complaint, contact the operator first; if unresolved, reach out to us via phone, email, or our website. For more COVID-19 information and resources, visit the DHHS website. 

If you've experienced an issue with public transport that may affect others but don't want to file a formal complaint, the Public Transport Ombudsman (PTO) wants to hear from you. Through our new "Have Your Say" feature, you can share information about potential systemic issues, like the accessibility of certain V/Line services. Your feedback helps us identify problems that need to be addressed with public transport operators. Simply visit the "Have Your Say" page to share your experience. If you'd like to hear back from us, please submit a formal complaint.

Public Transport Ombudsman Treasure Jennings has resigned to take on new roles as the Mental Health Complaints Commissioner and Disability Services Commissioner for Victoria. Deputy Ombudsman Simon McKenzie will serve as Acting Ombudsman for up to six months, during which time the PTO Board will begin recruiting a new Ombudsman. Over her five and a half years, Treasure Jennings helped the PTO grow, tackled systemic issues, and supported initiatives like the Travel Assistance Program. The PTO team continues to support Victorians with public transport-related concerns during the ongoing COVID-19 pandemic.