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. 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.

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

  • Phone (free call) 1800 466 865
  • Online: Public Transport Ombudsman
  • Email: enquiries@ptovic.com.au
  • Letters addressed to:
    The Public Transport Ombudsman
    PO Box 538,
    Collins Street West,
    Melbourne, VIC 8007
  • National Relay Service: TTY users phone 1800 555 677 then ask for 1800 466 865
  • Interpreter Service: 131 450

Alternatively, you can have your feedback reviewed by a case manager in PTV’s Customer Relations team.

LODGING YOUR CASE WITH THE PTV'S CUSTOMER RELATIONS TEAM

  • Phone 1800 800 007
  • Online: ptv.vic.gov.au (tick the box marked ‘escalate my feedback’ in the feedback form)
  • Email: customer.relations@ptv.vic.gov.au
  • Letters addressed to:
    The Customer Relations Team, Public Transport Victoria
    PO Box 4724,
    Melbourne, VIC 3001

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