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