Complaints about disruptions and late and mismanaged substitute providers rose by 54 per cent to 212 this yr.
Ombudsman Treasure Jennings mentioned public transport operators may enhance the way in which they skilled and supported their staff, with customer support employees and drivers more and more relied upon to offer info and help throughout disruptions.
“People who find themselves caught up in unplanned public transport disruptions have to be supplied with clear and constant details about what’s going on and their various journey choices,” Mr Jennings mentioned.
Many commuters had a selected gripe with drivers, particularly these driving buses and coaches, who needed to cope with altering highway circumstances, passenger queries and ticket gross sales.
Bus and coach driver conduct made up 52 of the 87 driver-related points investigated by the Ombudsman. Considerations included harmful driving and failure to select up or drop off passengers.
Practically 1300 complaints have been additionally made about myki this yr, with commuters complaining about delays in processing refunds and cellular myki methods.
A authorities spokesman mentioned greater than 600 million journeys have been taken on public transport final monetary yr, and whereas there have been solely 3600 approaches to the Ombudsman, “there may be all the time room for enchancment”.
“Victorians rightly anticipate our public transport operators to have one of the best customer support – we anticipate operators to do all they will to enhance passenger expertise.”
Public Transport Customers Affiliation’s spokesman Daniel Bowen mentioned deliberate shutdowns have been now commonplace and commuters anticipated extra from the crowded and sluggish bus substitute providers they have been enduring.
“Authorities must do extra to raised plan for disruptions, together with contingency plans and offering correct real-time info to employees on the bottom and to passengers,” he mentioned.
Rail, Tram and Bus Union’s secretary Luba Grigorovitch mentioned her members have been on the “entrance line” of rolling disruptions and have been beneath strain to “assist people who find themselves understandably infuriated”.
Timna Jacks is Transport Reporter at The Age