News

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.

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.

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.

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.

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.