Making
a complaint to Metlink
You must first give the relevant transport operator the chance to respond to your complaint. You can do this by making your complaint to Metlink. Generally, Metlink will refer your complaint to the relevant transport operator. If you are dissatisfied with the response you receive from the transport operator, or, if the transport operator does not respond within a reasonable timeframe (3 business days for urgent matters, or 7 business days for other matters) you can then make a complaint to the Public Transport Ombudsman.
- Metlink is the company responsible for functions that cover the whole public transport network (rather than just one mode of transport or just one transport operator), such as:
-
Complaints
Ticketing
Information, including telephone information, brochures and websites
Signs.
Metlink undertakes these functions for the public transport operators.
The following contact details can be used to make your complaint. There is also a TTY facility available for passengers who require this: call 03 9619 2727.
| Operator | Phone | Hours of Operation (where applicable) | Online Feedback Form | ||
| Metlink | 131 638 | 6 am - midnight daily | Click here to go to the online feedback form on Metlink's website | feedback@metlinkmelbourne.com.au | Metlink GPO Box 4693
|
| Bus Operators | 131 638 or directly to the bus company | Contact bus operator directly, or click here to go to the online feedback form on Metlink's website | Contact bus operator directly, or email Metlink on feedback@metlinkmelbourne.com.au | ||
| Metro Trains Melbourne | 1800 MY METRO (1800 69 63876) |
6 am - midnight daily | Click here to go to the online feedback form on the Metro website | info@metrotrains.com.au | Metro customer service GPO Box 1880 Melbourne Vic 3001 |
Transport Ticketing Authority (myki) |
13 myki (13 6954) |
6 am - 10 pm daily | Click here to go to the online feedback form on myki's website | myki mailbox GPO Box 4318 Melbourne Vic 3001 |
|
| Southern Cross Station Pty Ltd | info@southerncrossstation.net.au | ||||
| V/Line | 1800 800 120 | 6 am - midnight daily | Click here to go to the online feedback form on V/Line's website | Customer Relations Reply Paid 5343 Melbourne VIC 3001 |
|
| VicTrack | 03 9619 1111 | victrack@victrack.com.au | GPO Box 1681 Melbourne Vic 3001 |
||
| Yarra Trams (KDR Victoria Pty Ltd) | 1800 800 166 | 6 am - midnight daily | Click here to go to the online feedback form on Yarra Trams' website |
