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With Stage 4 restrictions in place for metro Melbourne and Stage 3 in Regional Victoria, public transport use continues to decline. Daytime services will operate from 5am to 8pm, with changes to nighttime services and no Night Network during Stage 4. For those not using public transport, you can pause or refund your myki Pass through PTV. Refunds are also available for Student Passes. If you're dissatisfied with a refund, contact PTV or the PTO. Commercial passenger services like taxis and Uber remain available for permitted travel. For complaints or assistance, contact the PTO at 1800 466 865.

Stage 4 lockdown restrictions are now in place in metropolitan Melbourne, with Stage 3 in regional Victoria, affecting public transport services. Despite these changes, the Public Transport Ombudsman (PTO) is operating as usual to handle public transport complaints. Our team is working from home, and we remain available to assist you. If your complaint remains unresolved by the operator, you can contact us. Reach us via phone at 1800 466 865, email, our website complaint form, or Facebook. For more information on COVID-19 and testing, visit the DHHS website.

Stage 4 restrictions in metropolitan Melbourne and Stage 3 in regional Victoria have led to changes in public transport services. Daytime services (5am to 8pm) on trains, trams, and buses will continue, with first and last services unchanged for essential workers. Nighttime services may vary, and all ‘Night Network’ services after midnight on Fridays and Saturdays are suspended. Regional travel is restricted to medical care, caregiving, and work that cannot be done from home. Commercial passenger services like taxis and Uber remain operational for permitted travel.

In response to Stage 3 "Stay at Home" restrictions, the Public Transport Ombudsman (PTO) continues to operate as normal, but our team is working remotely. Public transport remains available for essential workers and those who need it, with strict guidelines on the reasons for leaving home. If you have a complaint, contact the operator first; if unresolved, reach out to us via phone, email, or our website. For more COVID-19 information and resources, visit the DHHS website. 

If you've experienced an issue with public transport that may affect others but don't want to file a formal complaint, the Public Transport Ombudsman (PTO) wants to hear from you. Through our new "Have Your Say" feature, you can share information about potential systemic issues, like the accessibility of certain V/Line services. Your feedback helps us identify problems that need to be addressed with public transport operators. Simply visit the "Have Your Say" page to share your experience. If you'd like to hear back from us, please submit a formal complaint.

Public Transport Ombudsman Treasure Jennings has resigned to take on new roles as the Mental Health Complaints Commissioner and Disability Services Commissioner for Victoria. Deputy Ombudsman Simon McKenzie will serve as Acting Ombudsman for up to six months, during which time the PTO Board will begin recruiting a new Ombudsman. Over her five and a half years, Treasure Jennings helped the PTO grow, tackled systemic issues, and supported initiatives like the Travel Assistance Program. The PTO team continues to support Victorians with public transport-related concerns during the ongoing COVID-19 pandemic.

As Victoria eases Stage 3 restrictions, the Public Transport Ombudsman continues to support the community with public transport issues. For essential workers and students still using public transport, remember to avoid travel if unwell, travel off-peak, practice good hygiene, and maintain physical distancing. If you're not using your myki Pass, you can pause it or request a refund through PTV. For complaints or concerns, contact PTV or the PTO via phone, email, or our online complaint form.

The Public Transport Ombudsman (PTO) Scheme, established in Victoria in 2004, is a free and independent service dedicated to helping people resolve public transport complaints and improving the system. This year, due to the COVID-19 pandemic, the PTO is participating in Victorian Law Week online with a Zoom interview featuring Ombudsman Treasure Jennings. The interview provides essential information about legal rights and how the PTO can assist with public transport complaints.

The Public Transport Ombudsman’s second annual Accessibility Bulletin highlights accessibility issues faced by public transport users in Victoria. Despite over 6,900 complaints in the year to March 2020, only 165 were accessibility-related, indicating a reluctance among vulnerable groups to file complaints. The most common issue was with public transport staff, highlighting the need for further training in supporting people with disabilities, older individuals, and those from diverse backgrounds. The top five issues for 2020 included staff conduct, stations, vehicles, disability law compliance, and discrimination. Ms. Jennings emphasized the need to support vulnerable communities, especially during the COVID-19 pandemic.