Feedback

 

Leave your feedback

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).

 

Your Details

Enquiry Details

All Personal Information submitted will be dealt with in accordance with Transdev's Privacy Policy, which can be found here.

If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service. 

 

What's next?

Our complaint handling process:

  1. You register your feedback
  2. We investigate 
  3. We provide you with a response
  4. We use your feedback to improve our services.

   

Compliments

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"

- Nadiah

"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."

- Louise

"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!."

- Elsa

Public Transport Ombudsman

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:

  • 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
  • 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: ptovic.com.au/complaints
  • Mail: The Public Transport Ombudsman, 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

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 customer.relations@ptv.vic.gov.au, 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