When you submit a piece of 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
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 required
information from another area or a statement from a member of
staff, they will forward the matter onto our Infrastructure area or
a Depot as appropriate, who will either contact you directly or
return the matter to the Customer Relations Officer.
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'
If you are not satisfied with the response you
may request that the matter be escalated by a more senior staff
member. Once the case has been reviewed, you will receive a
If you are not satisfied with the outcome and
wish to take this matter further, you can escalate your complaint
to the Customer Advocate at Public Transport Victoria for
- by phone on Freecall 1800 800 007
- via the Online Feedback Form,
- in writing to: Customer Advocate, Public Transport Victoria, PO
Box 4724, Melbourne, Victoria, 3001.
Please ensure that you provide your case
reference number for administrative purposes. Further details are
available at ptv.vic.gov.au.
Alternatively, you may raise the matter directly
with the Public Transport Ombudsman:
- by phone on Freecall 1800 466 865
- in writing to: Public Transport Ombudsman, PO Box 538, Collins
Street West, Melbourne, Victoria, 8007.
Further details about the Public Transport
Ombudsman's role and services are available at ptovic.com.au