13 June 2024

Looking for a career in alternative dispute resolution? We’re hiring!

We’re seeking a new PTO Conciliator to play a pivotal role in resolving complaints about public transport through alternative dispute resolution processes.

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30 April 2024

The PTO marks 20 years of independent, fair and free dispute resolution services

This year marks 20 years since the Public Transport Ombudsman (PTO) commenced operations.

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13 December 2023

New Public Transport Ombudsman Appointed

Ann Jorgensen has been appointed Victoria’s new Public Transport Ombudsman and will take up the position from 14 December 2023.

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04 December 2023

Complaints rise again this year, focus on Authorised Officers and fines

Data released in the PTO Annual Report 2023 shows a 61.6 per cent rise in Victorians contacting the PTO in the 2022-23 financial year.

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11 September 2023

Ann Jorgensen appointed Acting Public Transport Ombudsman

Simon McKenzie departs the role of Public Transport Ombudsman to become Chief Executive Officer (CEO) of the newly formed Mental Health and Wellbeing Commission (MHWC) from 25 September 2023.

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20 July 2023

Making the Invisible Visible: Supporting People with Hidden Disabilities

The PTO is a proud member of the Hidden Disabilities Sunflower program, an initiative dedicated to raising awareness and providing support for people with non-visible disabilities and conditions...

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05 April 2023

The daily travel cap in regional Victoria now matches fares in metro Melbourne

On 30 June 2023, the Victoria-wide weekday fare cap increased to $10 (up from $9.20) and $5 (from $4.60) for concession. Fares below the cap increased too. See the PTV website for current public...

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08 March 2023

Connecting with Victorian communities

Outreach to Victorian communities is an important part of the work we do.

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07 December 2022

Complaints rise and patronage increases, Ombudsman to look at public transport fines

Public Transport Ombudsman Mr Simon McKenzie released his 2022 Annual Report today.

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26 July 2022

Making our services easier to understand for everyone

The Public Transport Ombudsman is committed to providing inclusive and accessible services for everyone, including people with a disability, and people from non-English speaking backgrounds. We want...

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22 June 2022

Current face mask rules and tips for safe travel on public transport this winter

A recent rise in online searches for face mask rules on Victorian public transport has coincided with the removal of mask mandates from many other settings, as well as increased public transport use...

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01 March 2022

Returning to the office?

If you have been working from home and are returning to the office on public transport, it is good idea to plan before you travel.

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23 November 2021

Complaints fall as public transport usage hit by lockdowns

Public Transport Ombudsman Mr Simon McKenzie released his 2021 Annual Report today.

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13 July 2021

Public transport measures in Victoria to keep you connected

To encourage people to travel safely on public transport in Victoria during the most recent COVID-19 outbreak, the Department of Transport have implemented several new measures and extended some...

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31 May 2021

Victoria’s latest public transport rules amidst fresh COVID-19 outbreak

Edit: First published 31 May 2021. For up-to-date advice, see our latest news article: Current face mask rules and tips for safe travel on public transport this winter

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25 May 2021

Mask up on public transport or risk a $200 on the spot fine

Edit: First published 25 May 2021. For up-to-date advice, see our latest news article: Current face mask rules and tips for safe travel on public transport this winter

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18 March 2021

New Public Transport Ombudsman appointed

The Public Transport Ombudsman (PTO) is pleased to announce the appointment of Simon McKenzie as the new Ombudsman following a nation-wide search.

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11 January 2021

More services and off-peak discounts for 2021

The COVID-19 pandemic has affected our lives in many ways, including how we travel on public transport, so we need to continue to adapt and adjust to a Covid-normal Victoria.

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24 November 2020

5 ways you can travel safely on public transport as Victoria heads towards COVID-Normal

All passengers are being asked to play their part to keep Victoria COVID-19 free and be safe when travelling on public transport. This includes keeping a physical distance from others where...

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10 November 2020

Service Delivery to Ticketing – How COVID-19 Impacted Ombudsman Complaints in 2020

Acting Public Transport Ombudsman Mr Simon McKenzie today released his 2020 Annual Report.

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28 October 2020

COVID-19 restrictions have eased in Victoria – what is allowed?

Restrictions have eased in metropolitan Melbourne in line with Victoria’s roadmap to reopening. You are now allowed to leave your home for any reason, however the 25km travel limit remains until...

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07 September 2020

How Victoria’s extended COVID-19 lockdown restrictions may affect you

With Stage 4 restrictions still in place in metro Melbourne and Stage 3 in Regional Victoria (until September 28) and more Victorians working from home than ever, there will continue to be less...

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11 August 2020

How we are taking your complaints during COVID-19 restrictions

Stage 4 lockdown restrictions are now in place in metropolitan Melbourne, with Stage 3 in regional Victoria to limit people’s movement to stop the spread of Coronavirus.

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06 August 2020

Changes to public transport in Victoria’s Stage 4 and Stage 3 restrictions

Stage 4 lockdown restrictions are now in place in metropolitan Melbourne, with Stage 3 in regional Victoria to limit people’s movement to stop the spread of Coronavirus.

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30 July 2020

Taking your complaints during Victoria’s Stage 3 restrictions

In line with advice from the Victorian Chief Health Officer, Stage 3 "Stay at Home" restrictions have been reinstated across Victoria.

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16 July 2020

Have Your Say: your public transport experience

Have you had an issue with public transport but don’t want to make a complaint? Is your issue one that may affect other people travelling on public transport? We want to hear from you.

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02 July 2020

New Acting Public Transport Ombudsman announced

Public Transport Ombudsman Treasure Jennings has resigned as Ombudsman to take up two roles as the Mental Health Complaints Commissioner and Disability Services Commissioner for Victoria.

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02 June 2020

Managing your travel on public transport as COVID-19 restrictions ease

Whilst the Coronavirus pandemic continues to affect millions of people right around the world, in Victoria we are slowly seeing restrictions ease after months of tight lockdown measures.

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18 May 2020

Law Week 2020 - How the PTO can help resolve complaints

The Public Transport Ombudsman (PTO) Scheme was established in Victoria in 2004 as a free and independent service to help people resolve complaints about public transport and to help improve the...

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21 April 2020

Public Transport Ombudsman releases 2020 Accessibility Bulletin

The Public Transport Ombudsman Treasure Jennings has released her second annual Accessibility Bulletin , highlighting the accessibility issues people face when using public transport in Victoria.

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23 March 2020

The PTO is still open for business

Coronavirus Update: How we are taking your complaints during Victoria's lockdown These are unprecedented times in the world right now, rapidly changing the way we live our lives and the way we work....

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19 March 2020

An update from the Ombudsman on COVID-19

Public Transport Ombudsman continues to operate. An update from the Ombudsman, Treasure Jennings:

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16 March 2020

Ombudsman launches new video in Auslan

New Auslan video aims to make PTO process easy to use As part of the Public Transport Ombudsman Awareness Strategy for 2020 we are making it easier for people to contact us, including people with...

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13 February 2020

Yarra Trams and Metro Trains miss January performance targets

Passengers may be able to claim compensation As with all Public Transport Victoria operators, Metro Trains and Yarra Trams performance is measured each month for reliability and punctuality....

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21 January 2020

Yarra Trams misses performance target for December 2019

Ombudsman calls for more time to claim compensation. Did you catch the tram in December? Like Metro Trains and V/Line, Yarra Trams have punctuality and reliability performance targets they must meet...

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05 January 2020

State of Disaster in Victoria

Transport services disrupted due to bushfires. The team at the PTO would like to extend our sympathies to those impacted by the devastating bushfires across Australia. With a State of Disaster still...

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05 December 2019

V/Line services set for major disruptions

Strikes affecting regional services this December. Are you a V/Line commuter? Planned industrial action will go ahead throughout December, with several strikes affecting the V/Line network right...

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