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?

Complaints handling procedure

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.