The Public Transport Ombudsman (PTO) is celebrating 20 years of helping Victorians resolve public transport complaints. Established in 2004 after transport privatisation, the PTO has assisted over 51,000 people and expanded from six to 17 member organisations. Ombudsman Ann Jorgensen highlights public transport as an essential service that supports independence and access to opportunities.
Ms Ann Jorgensen, formerly Deputy and Acting Ombudsman, has been appointed Public Transport Ombudsman for a three-year term. She led the PTO through a 64% rise in complaints and aims to strengthen consumer engagement, improve accessibility, and ensure public transport users’ insights reach operators and government.
The Public Transport Ombudsman’s 2023 Annual Report shows a 61.6 per cent rise in Victorians contacting the PTO in 2022–23, in line with higher public transport use, with most issues still relating to staff, service delivery, ticketing and infrastructure. Complaints about Authorised Officers nearly tripled to 150 and fines complaints rose 118 per cent to 264, reflecting both increased patronage and the PTO’s expanded role in reviewing the fairness of some public transport fines.
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.
Regional public transport fares in Victoria were capped at $9.20 per day ($4.60 concession) from 31 March 2023, aligning regional and metropolitan costs and significantly reducing long-distance fares. The cap later increased to $10 ($5 concession) on 30 June 2023. The change is expected to improve equity and make travel more accessible. Passengers should contact PTV with enquiries before approaching the PTO.
The Public Transport Ombudsman is actively reconnecting with Victorian communities through its 2023 outreach program, including events with tertiary students at Victoria University and people with intellectual disability at VALID’s ‘Have Your Say’ Conference, as well as regional consultations in the Latrobe Valley on transport and community wellbeing. The PTO invites community groups, services and event organisers to request presentations, speakers or information resources to help people understand their rights and how to make public transport complaints.
The Public Transport Ombudsman’s 2022 Annual Report shows a 10 per cent rise in complaints in 2021–22, broadly in line with more Victorians returning to public transport. While the main issues remained staff, land and infrastructure, service delivery, ticketing and vehicles, there were increases in accessibility and Authorised Officer complaints. The Report also outlines a new arrangement with the Department of Transport allowing the PTO to review the fairness of some public transport fines in cases involving special or exceptional circumstances.
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.
In Winter 2022, it remained mandatory to wear a face mask on public transport in Victoria (with limited exemptions), with Authorised Officers able to issue fines of up to $100. The article outlines where to get free masks, highlights the dual risks of COVID and flu, and shares practical tips for safer travel, including travelling off-peak, using PTV’s RideSpace tool to avoid crowded services, keeping distance where possible, practising good hygiene and staying home if unwell.