Customer service
Contact us
We're committed to delivering quality customer service and helping to improve your travel experience. Here's how you can contact us.
Public transport call centre
Our call-centre staff can help answer all your public transport questions. They can also help you plan your journey. We're open from 6am to midnight daily (all night Friday and Saturday).
Communication Access
We help people with different communication needs use public transport. The tools we use include communication boards that you can find at PTV Hubs, or on this page.
Customer service charters
Customer service charters describe your rights as a passenger, and define operator responsibilities and obligations. They include a Compensation Code.
Feedback and complaints
You can give us feedback online, by phone, in person or by post.
We're listening
We want to hear what you have to say. Let us know if you've experienced an issue on our network, our digital channels, or have other feedback for our consideration.
Information in other languages
We provide a range of public transport information in languages other than English.
Operator contact details
Get contact details for Metro Trains, Yarra Trams, V/Line and bus operators in metropolitan and regional Victoria.
PTV Hubs
Our helpful staff can help you with all your public transport needs.
Report a level crossing fault
You can report a level crossing fault by phone. This includes faulty level crossing boom gates.
Staffed stations
Many metropolitan and regional train stations are staffed. Find a list of stations that have customer service staff.