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

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

The PTO Annual Report 2022 cover shows trains waiting at Southern Cross Station. Passengers can be seen on the platform in the foreground and the station's distinctive roof can be seen at the top of the image.

Data released in the Public Transport Ombudsman (PTO) Annual Report shows a 10 per cent increase in complaints for the 2021-22 financial year.

“The increase we’ve seen is broadly in line with the increase in the number of Victorians travelling again on public transport” as pandemic restrictions eased from late 2021, Mr McKenzie said.

Despite the increase, Mr McKenzie said the proportional mix of complaint types was largely unchanged from the previous year, with a few notable exceptions.

Overall, the top 5 public transport issues reported by Victorians within a combined 1,423 complaints received were (in order of prominence): public transport staff; land & infrastructure issues; service delivery; ticketing issues (including myki); issues with trams, trains & buses  

Myki issues bucked the increased complaints trend, falling slightly to 232 complaints (down from 249 in 2020-21). Mr McKenzie attributed the drop to less pressure on the ticketing system - last year, refund and reimbursement services were stretched during prolonged lockdown periods, as holders of time-based myki passes sought refunds for products that no longer suited their travel patterns. 

Mr McKenzie also highlighted an uptick in complaints about public transport accessibility and Authorised Officers, which rose from 35 to 82 and from 36 to 56 complaints respectively. 

“Complaints about accessibility and Authorised Officers can shine a light on important fairness and equity issues and can lead to change if the system isn’t meeting community expectations”, said Mr McKenzie.

Focus on fairness

The Report also overviews a new arrangement with the Department of Transport (DOT) that means the PTO can now handle complaints about public transport fines in cases of ‘special’ or ‘exceptional’ circumstances such as homelessness, mental illness, cognitive disability, family violence or addiction to alcohol or other drugs. 

“I’m very pleased to announce this joint initiative between my office and the Department of Transport. It’s the result of a common goal to improve the accessibility and overall fairness of the fines review system”, Mr McKenzie said.  

The new arrangement does not replace DOT's existing Infringement review process. 

Instead, it gives Victorians an additional avenue to help sort out a complaint where their circumstances might warrant reconsideration, and will include a case management approach when necessary. “For example, PTO staff may help a person to present information that shows that in all fairness, a fine should not be pursued any further”, said Mr McKenzie.

“It’s important that people know that contacting the Department of Transport is still the first step for appealing a public transport fine”, added Mr McKenzie. “But if the Department upholds its decision to fine you, the Public Transport Ombudsman can now look at the fairness of that decision in some circumstances and may take this up with the Department.”  

Download and read the full PTO Annual at our Annual Reports page.