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 offers for 2021.

Public Transport Ombudsman Simon McKenzie urged Victorians to keep up to date with the latest COVID-19 health advice and public transport offers before they travel.

You may be eligible for offers such as bonus myki Money for registering your myki card (limited offer)* or discounted fares for travel during off-peak periods.

And remember you can provide feedback or complain to the operator if you are dissatisfied with an aspect of your journey or experience.

The PTO can assist with finding a resolution if your complaint remains unresolved.  

Image is a photograph of a passenger wearing a face mask while travelling on a Metro train. The passenger is a young Caucasian male with short brown hair. He is wearing dark sunglasses with clear frames, a black face mask, black leather jacket and a white t-shirt. He is looking down at his phone and leaning against the window of the train carriage. A blurred station platform is visible through the window.

Face masks continue to be mandatory when travelling on board all trains, buses, trams, ride share services and taxis for all Victorians aged 12 and over, unless they have a lawful exemption not to.

Register your myki for $10 bonus

The first 60,000 eligible passengers to register their myki from Monday 12 July 2021 will get a $10 credit on their myki Money account for travel throughout Victoria.

You can register your myki via the PTV website, the PTV app, visit at PTV Hub at selected stations or by calling 1800 800 007Registration is instant and applies to the first 60,000 eligible passengers*.

More information can be found at the PTV website.

Check-in with QR Codes

The Department of Transport have rolled QR Codes at more than 440 key locations across the public transport network in Victoria. The QR Codes for check-in can be found at tram stops in the Free Tram Zone in metro Melbourne, Metro and V/Line train stations and key replacement bus stops.

Checking in via the QR Code registers your attendance at the premises and assists the Victorian Government with COVID-19 contact tracing.

Off-peak travel

The Department of Transport have extended the off-peak travel discount to encourage more people to travel during quieter commute times and to help physically distance from other passengers.

Anyone travelling during off-peak hours and using myki Money between 9.30am and 4pm or after 7pm from Monday to Friday will receive a 30 per cent discount off their fare.

A 30 per cent discount already applies on off-peak V/Line services. 

The discounted fares are available now, more information can be found on the PTV website.

Mandatory face masks

Face masks continue to be mandatory when travelling on board all trains, buses, trams, ride share services and taxis for all Victorians aged 12 and over, unless they have a lawful exemption not to.

It is also recommended that you wear a fitted face mask outdoors when at train stations, bus and tram stops, where you cannot physically distance from other passengers, to stop the spread of the COVID-19 virus.

COVID-19 and public transport in Victoria

Public Transport Ombudsman Simon McKenzie said that in Victoria’s constantly changing COVID-19 environment, people should make sure they keep up-to-date before they travel.

Image is a photograph of Public Transport Ombudsman, Simon McKenzie. Simon is a middle-aged Caucasian man with closely cropped grey hair. He is standing on a tram stop and looking directly at the camera. He is wearing a white face mask, light blue shirt with an open collar and a black puffer vest and is holding some documents in his hands. In the background is a blurred E-Class tram.

Public Transport Ombudsman, Simon McKenzie

“It’s very important for passengers to check what they need to do to comply with the latest public health advice and conditions of travel on public transport – whether it’s wearing a mask correctly or making sure you have enough money on your myki,” Mr McKenzie said.

Mr McKenzie added that if people are unsure of the latest health advice as it related to their travel plans, they should check with the PTV call centre on 1800 800 007 before they travel.

“QR codes and checking in is now normal behaviour. Adding places to check-in on public transport makes good sense.” Mr McKenzie said.

Public Transport operators must wear a mask

Public transport operators and drivers are required to wear a face mask unless they have a lawful exemption. If you have a concern, you will need to contact the public transport operator first to give them an opportunity to resolve your complaint. If the operator does not resolve your complaint, you can contact us, and we’ll take a look at it for you.

Have a complaint about public transport?

If you have a complaint about public transport you haven’t been able to resolve with the operator, we want to hear from you. You can call the PTO on 1800 466 865 or you can This email address is being protected from spambots. You need JavaScript enabled to view it. with your phone number and a time that is best to contact you between 9am and 5pm, Monday to Friday. (If we are unable to call you at this time, we will suggest another time. Please note when we call you back it will appear as a private number.)

We can also be contacted via our online complaint form or you can send us a message via Facebook. We can also be contacted via The National Relay Service and Translating and Interpreting Service.

If you need any assistance with planning your travel, you can call PTV on 1800 800 007.

The PTO office is open during standard business hours, or enquiries can be lodged out of hours via the online complaint form, via email or by phone on 1800 466 865 (leave a message out of hours).

For news and updates from the PTO follow us on FacebookTwitterLinkedIn and Instagram


*This offer from PTV is only available from Monday 12 July 2021 to the first 60,000 eligible myki Money users.