To the Operator
If you have an enquiry or complaint and haven't raised it with the operator, we ask that you do this first. If you need independent advice about your concern, your rights or your responsibilities, you can seek this from the PTO before contacting the operator. We'll provide helpful advice and operator contact details. If, after contacting the operator you're not satisfied, you can recontact us for further assistance.
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.
- Be calm. Having a complaint is a stressful time, and emotions can flare, try to stay calm when dealing with the operator as this will increase the chances of your complaint being resolved during your initial operator contact.
Click here to view Public Transport Operator details
