How we manage your 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.

How we manage your feedback

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.

Escalation

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.

  • Phone (free call) 1800 466 865
  • Email: enquiries@ptovic.com.au
  • Fax on 8623 2100
  • Write to:
    Public Transport Ombudsman
    PO Box 538,
    Collins Street West,
    Melbourne, VIC 8007

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.

Important numbers

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

Information in other languages

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