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).
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How we manage your
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
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 of
your complaint and wish to have the matter dealt with independently
you may raise the matter directly with the Public Transport Ombudsman.
By phone (free call) 1800 466
By email at
Or by fax on 8623 2100
Letters can be addressed to the Public Transport
Ombudsman at PO Box 538, Collins Street West, Melbourne VIC 8007.
The Public Transport Ombudsman is a free, independent and impartial
service. Further details about the Public Transport Ombudsman's
role and services are available at www.ptovic.com.au.
Alternatively, Public Transport Victoria's
Customer Advocacy Team is available to review your complaint. If
you are not satisfied with the outcome of any public transport
complaint, you can escalate the matter to PTV's Customer Advocacy
Team for further investigation.
By phone on 1800 800 007
By email at
writing to: Customer Advocacy Team, Public Transport Victoria, PO
Box 4724, Melbourne VIC 3001.
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
For information in languages other than English, see PTV information in