How we handle complaints

​PTV and public transport operators have a procedure for handling your feedback.

Who to contact

If you have feedback, you can send it to the relevant organisation. This could be PTV, Metro Trains, Yarra Trams, V/Line, or one of our bus operators. Find public transport operators

If you’re not sure who to contact, send your feedback to PTV. We’ll forward it to the right team.

What information we record

We record your feedback with a unique case number.

Your personal information is confidential - we only use it to investigate your feedback and get back to you. If your feedback is about one of our operators, we'll pass your personal information onto them.

Find more information in our Information privacy policy.

When to expect a response

We respond to most feedback within seven business days.

We acknowledge high-priority feedback within one business day, with a further response within two business days if required.

If your feedback is about an emergency, please call 000. If you contact us, we’ll contact the relevant authority immediately.

If we can’t meet these timelines, we'll be in touch with an expected response time.

If you’re not satisfied

If you’re not satisfied with our response, you can escalate your feedback to the Public Transport Ombudsman or the PTV Customer Relations team.

You must give PTV or an operator the opportunity to deal with your feedback before contacting the Ombudsman or the PTV Customer Relations team.

Escalate to the Public Transport Ombudsman

The Public Transport Ombudsman (PTO) is an independent office that investigates public transport complaints. It provides fair, free and fast resolutions to public transport disputes, and works with its members on systemic complaints to help improve Victoria’s public transport system.

The Public Transport Ombudsman handles complaints about:

  • service delivery, such as cancellations, reliability, punctuality and overcrowding
  • myki and ticketing
  • use of land and premises by operators, including noise and dust from public transport construction sites
  • condition and accessibility of transport infrastructure and vehicles, including stations and stops, ramps, myki equipments, lifts, stairs, carriages, signs and information notices
  • the conduct of staff, including Authorised Officers and complaint handlers.

Lodging your case with the Public Transport Ombudsman

You can contact the Public Transport Ombudsman by phone, email, online, post or fax.

By phone (free call): call 1800 466 865.

Email: enquiries@ptovic.gov.au

Online: Public Transport Ombudsman website

By post – send your feedback to:
PO Box 538
Collins Street West
Melbourne VIC 8007

National Relay Service: TTY users phone 1800 555 677 then ask for 1800 466 865

Interpreter Service: 131 450

Fax: 03 8623 2100

Have your feedback reviewed within PTV

If you’re not satisfied with our first response, you can have your feedback reviewed by a case manager within PTV.

We'll discuss your complaint with you and the relevant organisation, and try to reach an agreement that satisfies everyone.

You can request to have your feedback reviewed online, by phone, in person or by post.

Online: submit a feedback form and tick the box marked "escalate my feedback". 

By phone: call 1800 800 007 or TTY 9619 2727.

In person: visit one of the PTV Hubs.

By post – send your feedback to:
PTV Customer Relations
Public Transport Victoria
PO Box 4724
MELBOURNE VIC 3001

If you're not satisfied with the response from PTV, you can escalate your case to the Public Transport Ombudsman.

You can also escalate your feedback directly to the Ombudsman without going through PTV.

Complaint management policy

Find more information about how we handle feedback in the Victorian public transport industry’s Complaint Management Policy using the links below.

Download Complaint Management Policy (PDF) 250 KB

Download Complaint Management Policy - accessible version (DOCX) 57 KB

You can also find the Complaint Management Policy in other languages.