News

The Public Transport Ombudsman’s 2021 Annual Report reveals a 47% drop in complaints, reflecting a 39% decrease in approaches due to reduced public transport usage during lockdowns. Despite this, staff-related issues remained the most common, followed by service delivery, ticketing, land and infrastructure, and COVID-19 concerns. Social distancing and hygiene were the top COVID-related complaints. As restrictions eased, complaints increased, but fell again after the 2021 Delta outbreak. Public Transport Ombudsman Simon McKenzie stressed the importance of listening to commuters as Victoria's public transport network recovers.

To encourage safe travel during the COVID-19 pandemic, several measures have been introduced for Victorian public transport. These include mandatory face masks for all passengers aged 12 and over, QR code check-ins at key locations for contact tracing, and extended off-peak travel discounts (30% off fares). The Department of Transport is also offering a $10 myki Money bonus for the first 60,000 eligible passengers who register their myki cards. Public Transport Ombudsman Simon McKenzie stressed the importance of staying updated on the latest health advice and offers, and reminded passengers to reach out if they have unresolved complaints.

In response to the latest COVID-19 outbreak, face masks are now mandatory both indoors and outdoors at train stations, bus, and tram stops in Victoria. Victoria Police will be present at these locations to ensure compliance. Public transport staff will not be handling cash, and passengers are required to use credit or debit cards for payment until June 4, 2021. If passengers don’t have a mask, they can obtain one from ticket offices at some stations. Public transport operators and drivers are also required to wear masks, with fines for those refusing to comply without a valid reason. For further information, check the PTV website or contact the PTO.

Victoria Police will be conducting a crackdown at train stations, tram stops, and bus stops to ensure commuters wear face masks on public transport. Masks remain mandatory in all public transport settings, and passengers who refuse to comply could face a $200 on-the-spot fine. If you don’t have a mask, you can ask for one at ticket offices at various stations and stops. Public Transport Minister Ben Carroll emphasized the importance of mask compliance to help stop the spread of COVID-19. For more information or to lodge a complaint, contact the PTO at 1800 466 865 or visit the PTV website.

The Public Transport Ombudsman (PTO) has appointed Simon McKenzie as the new Ombudsman following a nation-wide search. Simon, who has been acting Ombudsman since June 2020 and with the PTO since 2013, brings extensive experience in alternative dispute resolution and strong relationships with public transport operators and community groups. Simon aims to continue improving how complaints and feedback are handled, contributing to a better public transport experience for all Victorians. He takes on the role for a three-year term starting March 22, 2021.

To help encourage safe travel and reduce crowding during the COVID-19 pandemic, the Department of Transport is adding 280 extra metropolitan train services and 170 regional services each week starting 31 January 2021. This increase aims to promote physical distancing and better accommodate commuters. Additionally, a 30% discount on myki fares will apply for off-peak travel between 9.30am-4pm and after 7pm, available until April 2021. For more information, visit the PTV website or the Department of Transport website. For complaints or assistance, contact the PTO at 1800 466 865.

To stay safe on public transport in Victoria, wear a face mask, practice good hygiene, maintain physical distancing, and avoid cash transactions. If you're unwell, stay home and get tested for COVID-19. Public transport staff no longer handle cash, and there are multiple ways to top up your myki. For any complaints or issues, contact the Public Transport Ombudsman at 1800 466 865 or visit the PTV website for more information.

The 2019/20 Public Transport Ombudsman (PTO) Report shows a 6% decrease in overall approaches, with complaints down 13% due to the impact of COVID-19 on public transport patronage. Before the pandemic, concerns about staff, service delivery, and ticketing were the most common issues. Once COVID-19 hit, over 50% of complaints related to ticketing, particularly refunds and myki balance issues. Other concerns included social distancing (27%) and hygiene (7%). The PTO emphasized that as passengers return to the network, more flexible and user-friendly ticketing products will be necessary to rebuild confidence in the system.

As restrictions ease in metropolitan Melbourne, the 25km travel limit remains in place until 11.59pm on November 8, 2020. Most public transport services are running to the normal timetable, but Night Network services are still suspended. Travel to regional Victoria is only allowed for essential purposes, and face masks remain mandatory on public transport. Physical distancing measures are encouraged, with tips to avoid busy services and maintain space. Public transport staff no longer handle cash, so passengers should use alternative payment methods. For more information, visit the PTV website or contact the PTO.