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. Visit our feedback page here to submit your thoughts.
How we manage your feedback
A Passenger Feedback 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 Passenger Feedback Officer.
You will receive a response from us within seven business days.
If you remain unsatisfied with the outcome of your complaint, you can request that the matter be escalated for review.
Escalation
If you’re not satisfied with our response or how your feedback was handled, you can escalate your feedback to the Public Transport Ombudsman (PTO) or the PTV Customer Relations team.
The Public Transport Ombudsman (PTO) is an independent office that investigates public transport complaints. It provides fair, free and fast resolutions to public transport disputes, and works with its members on systemic complaints to help improve Victoria’s public transport system.
The PTO handles complaints about public transport related issues such as:
service delivery issues such as cancellations, reliability, punctuality and overcrowding
myki and ticketing issues
the use of land and premises by operators, including issues such as noise and dust emanating from public transport construction sites
the condition and accessibility of public transport infrastructure and rolling stock. Examples include stations, station ramps, myki equipment, lifts, stairs, stops, train carriages, trams, buses, signs and passenger information notices
the conduct of staff, including Authorised Officers and complaint handling staff.
LODGING YOUR CASE WITH THE PUBLIC TRANSPORT OMBUDSMAN
