Public Transport Ombudsman Victoria-Making a Complaint to the PTO-Complaint Form

Complaints

Making a complaint to the PTO

When can the PTO accept a complaint

How we handle complaints

What complaints are covered

How a complaint may be resolved

How to make a complaint to the PTO

Complaint form

What complaints are not covered

Complaint Form

The sections you must complete are shown with an asterisk *. The other sections are optional. Please see our privacy statement. You must first give the relevant public transport operator the chance to respond. Normally you do this by making your complaint to Metlink. If you are dissatisfied with the public transport operator’s response you can then make a complaint to the Public Transport Ombudsman. If you haven’t yet lodged a complaint, see making a complaint to Metlink.

Part 1: Your Details

Name*

Contact Details*

Normally we will first contact you by telephone. If you would prefer us to contact you by email or mail, please select your preferred option:

	Business hours telephone number :
	Alternate telephone number:

	Contact by email
	Email address:

	Contact by mail
	Postal address:	Please enter your postal address here

Part 2: Your Complaint

Original complaint*:

You can type your complaint here or you can attach it as a Word (version 2003 or later) document, Rich Text Format (RTF) file or PDF document.

This form has other places where you can attach documents below. You can attach one document rather than several separate documents if you prefer.

Original complaint made to*:

If selected Bus or coach company or other, please specify the name of the company:

Date original complaint made*:

Part 3: The Response

Did you receive a response*:

Yes

Date of response*:

If you received a letter, this is the date on the letter.

What was the response to your original complaint*?

If you received a letter, you can scan it and attach it as a Word (version 2003 or later) document, Rich Text Format (RTF) file or PDF document.

If you received an email, you can copy the text and paste it into a word-processor and attach it as a Word (version 2003 or later) document, Rich Text Format (RTF) file or PDF document.

This form has other places where you can attach documents. You can attach one document rather than several separate documents if you prefer.