Customer complaints

All feedback is logged and given a unique reference number that you can quote at any time when making further enquiries.

Customers will be informed of the complaint 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 when a complaint is logged is confidential and will only be used to help resolve that complaint.

How do I complain?

Provide online customer feedback

Launch online customer feedback

Provide feedback over the phone

1800 800 007

Transport For Victoria
6am to midnight, 7 days a week
1800 800 007

If calling from overseas, please dial +61 3 9662 2505
TTY: (03) 9619 2727

Provide written customer feedback

Please address any written feedback to:

V/Line Customer Relations
Reply Paid 5343
Melbourne VIC 8060

Complaints handling procedure

What happens after my complaint is received?

All complaints are categorised and prioritised. The highest priority is for complaints involving issues such as immediate customer safety and security. Cases in this category will be acknowledged within three business days of receipt, with a further response supplied within a further two business days if required.

For all other complaints, V/Line will provide an acknowledgement and response within seven business days of receiving the complaint.

If V/Line is unable to meet the timelines outlined above, we will contact the customer to advise when the complaint is expected to be answered.

In the case of complaints concerning emergency situations, the relevant emergency authority is to be notified by the customer immediately.

All reasonable efforts are made to resolve all complaints as quickly as possible.

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.

No identifying information is used in considering broader trends.

Not satisfied with our response?

If you’re not satisfied with our response or how your feedback was handled, you can escalate your feedback to the Public Transport Ombudsman (PTO) or the PTV Customer Relations team.

Public Transport Ombudsman

The Public Transport Ombudsman (PTO) is an independent office that investigates public transport complaints. The PTO provides fair, free and fast resolutions to public transport disputes and works with its members on systemic complaints to help improve the public transport system in Victoria.

The PTO handles complaints about public transport related issues such as:

service delivery issues such as cancellations, reliability, punctuality and overcrowding;
myki and ticketing issues;
the use of land and premises by operators, including issues such as noise and dust emanating from public transport construction sites;
the condition and accessibility of public transport infrastructure and rolling stock. Examples include stations, station ramps, myki equipment, lifts, stairs, stops, train carriages, trams, buses, signs and passenger information notices; and
the conduct of staff, including Authorised Officers and complaint handling staff.

Lodging your case with the Public Transport Ombudsman

Free Call: 1800 466 865
Email: enquiries@ptovic.com.au
Online: PTO VIC
Mail: PO Box 538 Collins Street West, Melbourne VIC 8007
National Relay Service: TTY users phone 1800 555 677 then ask for 1800 466 865
Interpreter Service: 131 450
Fax: 03 8623 2100

PTV Customer Relations team

The PTV Customer Relations team investigate and attempts to resolve escalated feedback cases between dissatisfied customers and the public transport operators, including V/Line.

You can send your case for review by:

emailing customer.relations@ptv.vic.gov.au;
phoning 1800 800 007;
visiting ptv.vic.gov.au (tick the box marked ‘escalate my feedback’ in the feedback form); or
mailing a letter to the Customer Relations Team, Public Transport Victoria, PO Box 4724, Melbourne VIC 3001.