Annual Report 2025
Each year, the Public Transport Ombudsman (PTO) Annual Report provides an overview of the issues and complaints that Victorians raised with the PTO during the preceding financial year period.
The PTO Annual Report 2024 was published on 17th December 2024, and shows that:
- 3,093 Victorians contacted the PTO for assistance during 2023-24.
- The top five public transport issues Victorians most frequently raised related to (in order of frequency): public transport staff, service delivery, myki ticketing, land and infrastructure, and public transport vehicles (trams, trains and/or buses). These five issues represented 77 per cent of all public transport issues reported to the PTO in 2023-24.
- Of all contacts received, the PTO handled 450 cases as conciliation or investigation and referred 2,155 to PTO Scheme members in the first instance. The Report’s pages 10-13 offer a breakdown of issues by case category and an overview of the PTO’s case handling approach.
- The PTO handled 186 cases about public transport fines. This year marked the PTO’s second full year handling complaints about fines. The Report’s pages 16-17 overview our approach to handling fines and provide a snapshot of the types of fines cases we can assist with.
- After a notable uptick in complaints about Authorised Officers (AOs) last year, AO complaints reduced to 114 cases in 2023-24, down from 150 cases in 2022-23.
Download an accessible PDF of the 2024 Annual Report.
Download the 2024 Annual Report in plain text (Word).
The PTO Annual Report 2024 coincides with the 20th anniversary of the PTO Scheme’s establishment as a mechanism to help increase transparency and public confidence in Victoria’s public transport system. It is the first report released by Public Transport Ombudsman Ann Jorgensen, who was appointed Ombudsman in December 2023.