What happens when I make a comment or complaint about a Yarra Trams staff member?

All calls made to our Customer Feedback Line (1800 800 166) both positive and negative, are logged and investigated. Passenger compliments are passed on to Depot Managers and the staff member concerned receives a letter of commendation.

When a complaint is made the relevant Depot Manager will investigate the incident and speak with the staff member concerned. A prompt response will be provided, usually by mail, to the passenger. Our Customer Feedback Line is open from 6am until 10pm every day.

Yarra Trams is committed to resolving the feedback you provide. If you are not satisfied with your response you can ask for your case to be escalated and reviewed by the relevant manager. If you do not receive a response to your feedback or your remain dissatisfied you can contact the Public Transport Ombudsman. Phone 1800 466 865.