Feedback and complaints
- Follow this link for the V/Line myki pass reimbursement process
Public Transport Victoria is committed to delivering the best customer service and improving your travel experience.
This area explains the public transport feedback process and the public transport organisations you can contact with your feedback.
Feedback is an important tool that Victoria’s public transport organisations use to improve the public transport network. Every enquiry, suggestion, complaint and compliment helps to create a better public transport network.
Follow the link below to submit your feedback to Public Transport Victoria online. If your feedback relates to another public transport organisation, check useful contacts to contact that organisation in order to facilitate a quicker response.
If you are unsure of who to contact, submit your feedback to Public Transport Victoria online and we will forward your feedback onto the relevant public transport organisation.
For general feedback
Please note that feedback cases submitted via this form will be received within 24 hours.
If your feedback is about an urgent matter regarding safety on public transport please call 1800 800 007.
Information in other languages
To receive public transport information in other languages, you can call the translated phone numbers. For more information, see information in other languages.
- Submit your myki feedback via the online myki feedback form.
Alternatively, you may wish to provide your feedback:
In person at the PTV Hubs.
In writing to:
Public Transport Victoria
PO Box 4724
MELBOURNE VIC 3001
We adhere to our privacy statement when managing correspondence.
Not satisfied with the first response? Escalate your feedback to the PTV Customer Advocate.
From 26 June 2016, you will need a valid myki or paper ticket to travel on all V/Line services, including all coach replacement services.
myki pass holders who obtained a paper ticket on or before 25 June 2016 can submit an application for reimbursement for coach replacement travel by midnight Thursday 26 August 2016.
Reimbursement process for myki pass holders
Free travel is available to passengers who travel on a V/Line train replacement coach up to and including Saturday 25 June 2016.
Reimbursements will be an extension of your myki pass by 1 day for each day travelled on a V/Line train replacement coach.
Please note: Reimbursements are not available to customers who travel on a V/Line train, V/Line coach and Night Coach service.
You will be provided with a V/Line paper ticket when leaving the coach or alternatively you can collect one from staff at Southern Cross Station coach terminal or the booking office at Metro stations and staffed V/Line stations. This ticket will need to be retained to claim a reimbursement. A sample of the ticket is shown below.
Please note: You will have until 26 August 2016 to claim reimbursement for the paper tickets issued, after which the claims will not be accepted.
In the online myki feedback form, input your reimbursement details including the ticket number which can be found at the bottom left of your V/Line paper ticket.
Under 'Feedback regarding' select 'V/Line reimbursement' from the dropdown menu.
PTV will process your reimbursement within 10 working days.
V/Line periodical paper ticket holders
V/Line periodical paper ticket holders can obtain an on-the-spot refund at a staffed V/Line ticket window or from a V/Line agent.
Public transport industry’s complaints handling procedures
- the procedure governing complaints handling of the industry (PDF) 113kB
- the procedure governing complaints handling of the industry - accessible version (RTF) 2.64MB
- the procedure governing escalated complaints directed to the PTV Customer Advocate (PDF) 156kB
- the procedure governing escalated complaints directed to the PTV Customer Advocate - accessible version (RTF) 2.5MB
1. Which organisation do I contact with my public transport feedback?
Choose the most relevant public transport organisation from operator contacts. If you have any doubts about which public transport organisation to contact, Public Transport Victoria can forward your feedback to the relevant organisation.
2. What information is recorded when I provide feedback?
Each feedback case is recorded and given a unique case number for easy follow-up. In accordance with the Information Privacy Act 2000 any personal information collected is confidential. Personal information submitted on or before 30 November 2009 to Connex can be accessed by Metro. Information submitted to the former operator of Yarra Trams (TransdevTSL Transfield Services joint venture) on or before 30 November 2009 can be accessed by the current operator of Yarra Trams, Keolis Downer EDI Rail.
3. When can I expect a response?
Feedback is categorised and prioritised, with issues such as immediate passenger safety and security allocated as the highest priority. Cases in this category are acknowledged within one business day with a further response within two business days if required.
In emergency situations, the relevant authority is notified immediately.
For other types of feedback, you will receive an acknowledgment and response within seven business days.
If these timelines cannot be met, you will be contacted and advised of an expected response time.
4. What happens if I am not satisfied with the response?
Each public transport organisation is committed to resolving the feedback you provide.
If you do not receive a response to your feedback or you remain dissatisfied, you can either escalate your feedback to the PTV Customer Advocate or contact the Public Transport Ombudsman. Customers are not required to escalate their complaint through the PTV Customer Advocate and can choose to escalate directly to the PTO if they wish.
The PTV Customer Advocate thoroughly investigates and attempts to resolve escalated feedback cases between dissatisfied customers and the public transport operators, including PTV. The PTV Customer Advocate will try to resolve your complaint through discussion and agreement with you and the operator or PTV.
As a system authority, it’s important that PTV is aware of all issues affecting customers on the network so that it can continue to deliver improvements that will make a difference and ensure the operators are fulfilling their obligations.
Please note: you must have already raised your feedback and received a response in order to escalate to the PTV Customer Advocate.
Escalate your feedback with the PTV Customer Advocate:
- Online: submit a feedback form, and tick the box marked ‘escalate my feedback’
- Phone: 1800 800 007
- Mail: PO Box 4724, Melbourne 3001
- By TTY: 9619 2727
- In person: PTV Hubs at Southern Cross Station or 750 Collins Street
Public Transport Ombudsman
The Public Transport Ombudsman (PTO) is an independent and external dispute resolution body. The PTO’s aim is to provide cost free, independent resolutions to public transport complaints having regard to what is fair and reasonable for both parties, good industry practice and the law.
- service delivery, such as cancellations and reliability
- ticketing issues, for example tickets, cards, accounts and ticket machines
- infrastructure and vehicles
- the use of land and premises
- the conduct of authorised officers, employees, agents or contractors.
Lodging your case with the Public Transport Ombudsman: