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Report highlights complaints Victorians have escalated to the PTO

Published: 16 December 2025


Data released in the Public Transport Ombudsman (PTO) Annual Report 2025 shows that just over 3,000 Victorians contacted the Ombudsman for help during the 2024-25 financial year. The most frequent public transport issues Victorians reported to the Public Transport Ombudsman (PTO) related to:

  1. Service delivery (23% of contacts to the PTO reported this issue)
  2. Public transport staff (19% of contacts reported this issue)
  3. Myki ticketing issues (14% of contacts reported this issue)
  4. Land and infrastructure (14% of contacts reported this issue)

Victoria’s Public Transport Ombudsman, Ms. Ann Jorgensen, said PTO data reflects the volume of people who choose to bring their concerns to the Ombudsman.

“An important part of our role is to let people know that there’s an Ombudsman for public transport that they can turn to, if they can’t sort out their public transport problem with an operator,” Ms Jorgensen said.

The PTO helps people who’ve been unable to resolve a complaint directly with an operator or agency. That includes service operators like V/Line, Metro Trains or local bus companies, and agencies responsible for infrastructure projects like Melbourne’s Level Crossing Removal or Suburban Rail Loop projects.

“Our role is to make sure public transport complaints gets a fair hearing, and that a fair outcome is reached,” said Ms Jorgensen, noting that her office sees a range reasons why people turn to the PTO for assistance. “Often, people simply aren’t happy with the operator’s response,” she said. “In other cases, they might be struggling to navigate how to get their problem fixed.”

The PTO Annual Report 2025 highlights other notable themes in complaints handled by the Ombudsman in 2024-25, which this year includes complaints about disruptions, public transport fines, Authorised Offices and default fare changes.

For more on these complaint types, and how the PTO handles them, read our full Report.