Contacting a Public Transport Operator

We cannot investigate your complaint unless you have referred the matter to the public transport operator and given them an opportunity to resolve it. However we can help you with general information about your rights and responsibilities to assist you in making your complaint to the operator.

Tips for making a complaint to the operator:

  • Be specific - provide times, dates, locations and descriptions of operator staff, where relevant.
  • Be clear about what you're complaining about, if there are multiple issues, explain each one.
  • Provide supporting material to help the operator consider your complaint, this may include receipts, tickets, witness statements etc.
  • Tell them what you want. Be upfront, tell the operator what will resolve your complaint – then the operator can work with you to achieve a fair outcome.
  • Be aware of your rights and your responsibilities. We can help you with this.
  • Having a complaint is a stressful time, stay calm when dealing with the operator as this will increase the chances of your complaint being resolved during your initial contact.
  • Ask to speak to a supervisor if you're not happy with the information you've been provided with or the way your complaint has been handled.
  • Take notes of when you contacted the operator, who you spoke to and what advice they gave you.

If after contacting the operator you are still not satisfied, please contact us and we will try to help you.