Online Feedback

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 daily.

How we manage your feedback

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 business.

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' comments.

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 detailed response. 

If after the review you remain dissatisfied, you may raise the matter with the office of the Public Transport Ombudsman.  They can be contacted on 1800 466 865, through ptovic.com.au or by mail to PO Box 538, Collins Street West Melbourne VIC 8007.