Complaints handling procedure
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What is the complaints handling procedure?
This Complaints Handling Procedure is the process for addressing issues that arise when customers feel their expectations of public transport in Victoria are not met.
It sets out a way of dealing with complaints in a professional, consistent and reliable way.
We take complaints seriously, as it’s an important way to improve Victoria’s public transport system.
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Who does the complaints handling procedure apply to?
The participants of this Complaints Handling Procedure are:
- V/Line
- Metlink
- Yarra Trams
- Metro Trains
- Bus Association Victoria (representing 39 bus operators)
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How do I complain?
Complaints about public transport in Victoria can be lodged in writing, by email or over the phone through the following channels:
V/Line
V/Line Customer Relations
Reply Paid 5343
Melbourne VIC 3001
Phone: 1800 800 007 (International + 61 3 8608 5021)
Email: available online at vline.com.au/contactus
Public Transport Victoria (formally Metlink/Viclink)
PTV Customer Feedback
GPO Box 4693
Melbourne VIC 3001
Phone: 1800 800 007
Email: feedback.ptv@au.aegisgobal.com or via their online feedback form.
Metro Trains
Metro Customer Service
GPO Box 1880
Melbourne VIC 3001
Phone: 1800 800 007
Email: Fill in a feedback form
Yarra Trams
Yarra Trams Customer Feedback
GPO Box 5231
Melbourne VIC 3001
Phone: 1800 800 007
Email: available online at yarratrams.com.au
Bus Operators
PTV Customer Feedback
GPO Box 4693
Melbourne
VIC 3001
Phone: 131 638
Email: feedback.ptv@au.aegisglobal.com or via their online feedback form
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How is my complaint recorded?
Every complaint is logged and given a unique reference number, which makes it easy to keep track of.
Customers should be informed of their complaint’s reference number as well as how long they should expect to wait for a response.
In accordance with the Information Privacy Act 2000 any personal information collected while a complaint is logged is confidential, and will only be used to help resolve that complaint.
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What happens after my complaint is received?
After a complaint is logged and assigned a unique reference number, it will be forwarded to and dealt with by the appropriate operator or organisation (e.g. V/Line).
All complaints are categorised and prioritised. The highest priority is for complaints involving issues such as immediate passenger safety and security. Cases in this category are to be acknowledged within one business day of receipt, with a further response supplied within a further two business days if required.
For all other complaints, the operator or organisation should provide an acknowledgement and response within seven business days of receiving the complaint.
If the relevant organisation or operator (e.g. V/Line) feels it may be unable to meet the timelines outlined above, it must contact the customer to advise when the complaint is expected to be answered in detail.
In the case of complaints concerning emergency situations, the relevant authority is to be notified immediately.
All reasonable efforts should be made to resolve all complaints as quickly as possible.
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What happens if I’m not satisfied with the response?
Customers who are not satisfied with the outcome of a complaint must be advised that they can contact the Public Transport Ombudsman (PTO). The organisation or operator should make a reasonable effort to resolve complaints before referral to the Ombudsman.
The PTO will only hear complaints that have already been lodged with the appropriate organisation or operator, and where the operator has been given a reasonable opportunity to resolve the complaint.
The PTO handles disputed complaints regarding:
- Service delivery (e.g. provision / supply or failure to supply services)
- Ticketing (e.g. ticket sales / refunds, faulty tickets / machines, retailers)
- Infrastructure and rolling stock (e.g. cleanliness, graffiti, vandalism)
- Public statutory bodies providing public transport-related services (e.g. Southern Cross Station Authority)
- The conduct of officers, employees, agents or contractors of Operators
- Land/property/premises
The PTO will investigate and conciliate complaints, and can make binding determinations where appropriate. There is no cost to the customer for having a case investigated by the Ombudsman. For further details visit the PTO website: www.ptovic.com.au
Complaints may be referred to the PTO by mail, email, fax or telephone
Public Transport Ombudsman Victoria
PO Box 538
Collins Street West
Melbourne VIC 8007
Phone: (03) 8623 2111 or toll free 1800 466 865
TTY: 1800 809 623
Fax: (03) 8623 2100
Email: enquiries@ptovic.com.au
www.ptovic.com.au
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Will my complaint make a difference?
This Complaints Handling Procedure provides a way to not only address individual concerns, but also explore common themes and patterns of complaint. This contributes to a broader understanding of the performance of public transport and therefore how it can be improved.
Note: No identifying information is used in considering broader trends.
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