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 are not satisfied with our response, you can escalate your complaint to the Public Transport Ombudsman Victoria or the PTV Customer Advocate.

Public Transport Victoria Customer Advocate

The Public Transport Victoria Customer Advocate can be contacted by phone on 1800 800 007, by email at customer.advocate@ptv.vic.gov.au or in writing to:

Customer Advocate
Public Transport Victoria
PO Box 4724
Melbourne Vic 3001

Please ensure that you provide your case reference number for administrative purposes. Further details are available at www.ptv.vic.gov.au.

Public Transport Ombudsman

The Public Transport Ombudsman can be contacted by phone on (03) 8623 2111 or 1800 466 865 or TTY 1800 809 623, by email at enquiries@ptovic.com.au, or in writing to:

Public Transport Ombudsman
PO Box 538
Collins Street West
Melbourne VIC 8007

Please ensure that you provide your case reference number for administrative purposes. Further details are available at www.ptv.vic.gov.au.