Customer feedback
Public Transport Ombudsman
Every 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.
The Public Transport Ombudsman provides a free, independent and accessible dispute resolution service. The Public Transport Ombudsman aims to resolve complaints quickly and informally and considers what is fair, reasonable, good industry practice with current law.
The Public Transport Ombudsman handles most cases about public transport including:
- service delivery, such as cancellations and reliability
- ticketing issues, for example ticket machines and validators
- 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:
- Online: www.ptovic.com.au
- Email: enquiries@ptovic.com.au
- Phone: 8623 2111 or
- Phone (toll free): 1800 466 865
- Phone (TTY): 1800 809 623
- Fax: 8623 2100
- Mail: PO Box 538 Collins Street West, Melbourne VIC 8007