Yarra Trams

Passenger Feedback

Feedback

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 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 466 865

By email at enquiries@ptovic.com.au

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 customer.advocate@ptv.vic.gov.au

Or in 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 2505

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