We’re listening
We are always keen to hear what our customers have to say, whether you’ve experienced an issue on our network or digital channels, or would like to provide broader feedback or suggestions for consideration. We use customer feedback to understand what is happening on our network from a customer perspective, and to identify opportunities to improve Victoria’s Transport Network.
We collect customer feedback from a variety of channels; our call centre, online feedback forms on the PTV website, customer surveys and social media.
Providing feedback
Provide feedback as soon as you can when experiencing an issue – the quicker we receive it, the quicker we can investigate and work to resolve it.
When providing feedback about an issue, the more detail you provide us, the easier it is for us to investigate and find a solution.
This can include:
- what route/line you were travelling on and in which direction (e.g. Frankston line towards the city)
- which station/stop you were at (e.g. Stop 36 – 86 Maribyrnong Road)
- the time and date of the issue
- device, operating system, app and browser information for issues on our digital channels
How we listen
If your issue is urgent or you would like our Call Centre to respond to your issue or feedback, please ensure you send through your feedback via the call centre channels. Find more information at Feedback and complaints.
PTV customer survey
For general feedback about your experience on the network, you can use the “Feedback” tab located on the right-hand side of every page on the PTV website. This feedback is for tracking and monitoring and is not responded to.
Customer experience surveys
The Department of Transport and Planning distributes surveys to public transport network users to gain further insight and measure customer perception and experiences. Customers may receive an invitation to participate in this survey from our third party research agency Klein.
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