PTO

 

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