Online feedback

When you submit feedback via our website you will receive an automated confirmation of receipt, but the response you receive will always be from a real person.

If you wish to lodge feedback over the phone you can call 1800 800 007 between 6am and midnight daily (all night Friday & Saturday). 

Please ensure you are using a supported browser to complete this form. This form displays correctly in Chrome, Firefox, Safari and Internet Explorer 11 browsers. Please note, it does not function in older versions of Internet Explorer, as these are no longer supported by Microsoft.

How we manage your feedback

There are four staff members who work exclusively in Customer Relations, managing customer feedback, performance compensation claims, Ombudsman matters, reporting and providing a customers perspective to other areas of the business.

A Customer Relations Officer will determine what the issue is and conduct an investigation. If they require information from another area or a statement from a member of staff, they will forward the matter to our Infrastructure area or a Depot as appropriate, who will either contact you directly or return the matter to the Customer Relations Officer. 

You will receive a response from us within seven business days. 

Customer Feedback is used to improve our services. We report on feedback issues to the State Government on a quarterly basis, with more detailed information about projects or actions taken as a result of our customers' comments.

If you are not satisfied with the response, or the manner in which your feedback was handled, you can request for the matter to be escalated to a more senior manager or to an external body. Where you request an internal escalation, a more senior manager will undertake an independent review of the matter, including the case handling and provide you with a response within seven business days.

If you are not satisfied with the outcome or wish to take this matter further, you can escalate your complaint to the Customer Advocate at Public Transport Victoria for review.

Phone (freecall) 1800 800 007
Submit the Online Feedback Form
Write to Customer Advocate, Public Transport Victoria, PO Box 4724, Melbourne, Victoria, 3001

Please ensure that you provide your case reference number for administrative purposes. More information about PTV feedback and complaints

Alternatively, you may raise the matter directly with the Public Transport Ombudsman.

Phone (freecall) 1800 466 865
Write to Public Transport Ombudsman, PO Box 538, Collins Street West, Melbourne, Victoria, 8007

If you have a hearing or speech impairment, contact us through the National Relay Service and request to call 1800 800 007.

TTY users can call directly on (03) 9619 2727
Overseas customers can call +61 3 9662 2505

For information in languages other than English, see PTV information in other languages 

This requires Adobe Flash Player to view. Download the most recent version of Adobe Flash Player here.

Get Adobe Flash player

Customer Feedback


Android App
iPhone App
Tramtracker Website App
Journey Planner logo
at  :