Customer feedback
Feedback process
View the list below for further details on providing feedback:
- Which organisation do I contact with my public transport feedback?
- What information is recorded when I provide feedback?
- When can I expect a response?
- What if I am unsatisfied with my response?
1. Which organisation do I contact with my public transport feedback?
Choose the most relevant public transport organisation from the contact list on the left menu bar. If you have any doubts about which public transport organisation to contact, Metlink 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 and will only be used to help resolve that feedback case.
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 are not satisfied with your response, you can ask for your case to be escalated and reviewed by a feedback manager. If you do not receive a response to your feedback or you remain dissatisfied, you can contact the Public Transport Ombudsman.