All feedback is valued and used to improve the quality of our services. We will endeavour to provide you with an initial response within seven business days.
If you wish to lodge feedback over the phone please contact us via the PTV call centre 1800 800 007 between 6am and midnight daily (all night Friday & Saturday).
If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service.
Our complaint handling process:
Read what our happy customers have to say about our services and our staff!
If you also want to say thank you, you can complete our online enquiry form at the top of this page.
"I would just like to commend my bus driver this morning on his ability to smoothly navigate the traffic. The bus was completely full and traffic was awful. He remained patient and courteous and, although he needed to make several manourvres to avoid cars in the wrong lane, etc, the ride was not jerky or unpleasant as he read the traffic very well. Thank you"
"I caught the 903 bus from Mordialloc to Monaco St Parkdale, i was kindly offered assistance with shopping by the bus driver. A very nice gesture. Thank you."
"I would like to compliment the lady bus driver on Route 207 this morning ... On three separate occasions she re-opened the door and let people on who would have just missed the bus. She also waited for an elderly and slightly infirm lady to be seated before she pulled away from the curb asking her if she was 'OK to go'. I know what it feels like to have just missed a bus and have to wait another 20 minutes for the next one. She is very considerate and thoughtful for her passengers and potential ones. A nice experience!."
All feedback is valued and used to improve the quality of our services.
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.
The Public Transport Ombudsman is an independent office that investigates public transport complaints. It provides fair, free and fast resolutions to public transport disputes, and works with its members on systemic complaints to help improve Victoria’s public transport system.
The PTO handles complaints about public transport related issues such as:
Alternatively, you can have your feedback reviewed by a case manager in PTV’s Customer Relations team. You can send your case for review by email firstname.lastname@example.org, by phone on 1800 800 007 or online at ptv.vic.gov.au (tick the box marked ‘escalate my feedback’ in the feedback form). Letters can be addressed to:
Customer Relations Team
Public Transport Victoria
PO Box 4724
Melbourne VIC 3001