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.
If you wish to lodge feedback over the phone you
can call 1800 800 007 between 6am and midnight
daily (all night Friday & Saturday).
Please ensure you are using a supported browser
to complete this form. This form displays correctly in
Chrome, Firefox, Safari and Internet Explorer 11
browsers. Please note, it does not function in older
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How we manage your
There are four staff members who work
exclusively in Customer Relations, managing customer feedback,
performance compensation claims, Ombudsman matters, reporting and
providing a customers perspective to other areas of the
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.
Customer Feedback is used to improve our
services. We report on feedback issues to the State Government on a
quarterly basis, with more detailed information about projects or
actions taken as a result of our customers' comments.
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 or
wish to take this matter further, you can escalate your complaint
to the Customer Advocate at Public Transport Victoria for
Phone (freecall) 1800 800 007
Submit the Online
Write to Customer Advocate, Public Transport Victoria, PO Box
4724, Melbourne, Victoria, 3001
Please ensure that you provide your case
reference number for administrative purposes. More information
PTV feedback and complaints.
Alternatively, you may raise the matter directly
with the Public Transport
Phone (freecall) 1800 466 865
Write to Public Transport Ombudsman, PO Box 538, Collins Street
West, Melbourne, Victoria, 8007
If you have a hearing or speech impairment, contact us through
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
For information in languages other than English, see PTV information in