Public transport complaint handling policy
Find out about the rules we follow when we handle complaints about public transport and what to do if you're not happy with the response.
If you'd like to make a complaint:
- use the public transport feedback form below
- contact the relevant public transport operator
- make a public transport enquiry in-person, by phone or by mail.
In the case of an emergency, always call Triple Zero (000).
Public transport feedback
How we handle complaints
We record your feedback with a unique case number.
Your personal information is confidential. We only use it to investigate your feedback and get back to you.
If your feedback is about one of our operators, we'll pass your personal information onto them.
When to expect a response
We respond to most feedback within seven business days.
We acknowledge high-priority feedback within one business day, with a further response within two business days if required.
If we can’t meet these timelines, we'll be in touch with an expected response time.
If you’re not satisfied with our response
Allow time for us or the public transport operator you've contacted to respond to your feedback.
If you're not satisfied with our response to your feedback or complaint, you can escalate your feedback through these channels
| Our customer relations team | The quickest way to escalate a complaint is by:
You can also submit a complaint using any of our other contact options. |
|---|---|
| The Public Transport Ombudsman | The PTO handles complaints from people who have been unable to solve a problem directly with a public transport operator or agency. The PTO is independent from government and transport operators, and their service is free. Before you submit a complaint, check what complaints the ombudsman can look at. |
Complaint management policy
View the Victorian public transport industry's complaint management policy.