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As Victoria eases Stage 3 restrictions, the Public Transport Ombudsman continues to support the community with public transport issues. For essential workers and students still using public transport, remember to avoid travel if unwell, travel off-peak, practice good hygiene, and maintain physical distancing. If you're not using your myki Pass, you can pause it or request a refund through PTV. For complaints or concerns, contact PTV or the PTO via phone, email, or our online complaint form.

The Public Transport Ombudsman (PTO) Scheme, established in Victoria in 2004, is a free and independent service dedicated to helping people resolve public transport complaints and improving the system. This year, due to the COVID-19 pandemic, the PTO is participating in Victorian Law Week online with a Zoom interview featuring Ombudsman Treasure Jennings. The interview provides essential information about legal rights and how the PTO can assist with public transport complaints.

The Public Transport Ombudsman’s second annual Accessibility Bulletin highlights accessibility issues faced by public transport users in Victoria. Despite over 6,900 complaints in the year to March 2020, only 165 were accessibility-related, indicating a reluctance among vulnerable groups to file complaints. The most common issue was with public transport staff, highlighting the need for further training in supporting people with disabilities, older individuals, and those from diverse backgrounds. The top five issues for 2020 included staff conduct, stations, vehicles, disability law compliance, and discrimination. Ms. Jennings emphasized the need to support vulnerable communities, especially during the COVID-19 pandemic.

During Victoria’s lockdown, the Public Transport Ombudsman (PTO) is operating remotely but continues to take complaints. You can contact us by phone, email, or via our website complaint form. We also offer support through The National Relay Service and Translating and Interpreting Service. 

The Public Transport Ombudsman (PTO) continues to operate during the COVID-19 pandemic, working remotely to support the community with public transport complaints. While we cannot take calls directly, you can leave a message at 1800 466 865 for a callback. Alternatively, email us at [email protected] with your contact details and preferred time. We are also available through our website contact form, Facebook, The National Relay Service, and Translating and Interpreting Service. During this challenging time, we remain committed to assisting those most vulnerable in our community.

The Public Transport Ombudsman has launched a new Auslan video to make the complaint process easier to understand and accessible for people with hearing impairments. This video explains the PTO’s services, how to contact us, and how we can help address public transport issues. Filmed with the assistance of Auslan interpreters, it is available on our website and YouTube. We encourage people from all abilities to reach out, and arrangements can be made for Auslan interpreter support if needed. For more information on public transport accessibility, visit our Accessibility page.

In January, both Metro Trains and Yarra Trams missed their reliability targets, with Yarra Trams achieving 97.1% (target: 98.5%) and Metro Trains 97.98% (target: 98%). This is the sixth consecutive month that Yarra Trams has failed to meet its targets. Passengers with a valid 28-day Myki pass who used these services in January may be eligible to claim compensation in the form of a free daily ticket. 

Yarra Trams missed its reliability target in December, falling short for the fifth month in a row. As a result, passengers with a valid 28-day Myki pass are eligible for compensation. However, due to delays in publishing performance results, passengers had less time to apply. Ombudsman Treasure Jennings intervened, and Yarra Trams has extended the compensation claim deadline to February 10. Metro Trains and V/Line met their targets for December. If you are eligible for compensation, visit Yarra Trams' website to apply by February 10. For more information, contact the PTO at 1800 466 865.

The Public Transport Ombudsman (PTO) extends sympathies to those affected by the bushfires. Due to the ongoing State of Disaster, services like V/Line Albury and Bairnsdale are disrupted. Stay informed on journey updates via the PTV website and follow the CFA, Emergency Victoria, or ABC News for the latest information. Stay safe.