Our Members

If you contact us for assistance before you speak to the public transport operator, we can help you with general advice and information. We can also assist you in referring your complaint to the operator.

We cannot review your complaint until you have given the operator an opportunity to resolve the matter for you. You can use the contact details below to refer your complaint to the operator.

If the operator does not resolve your complaint, or does not respond to you within a reasonable time, please contact us again.

 

Bus Operators

Bus operators are private companies that are contracted by the Victorian Government to provide public transport services. For a full list of bus operators, click here.

BusVic is a professional industry association which is a member of the PTO on behalf of all Victorian private bus operators which provide public transport passenger services, except Transdev. Transdev Melbourne is a member of the PTO in its own right.

Contact a Bus Operator (For Transdev see contact details below)

Telephone:

1800 800 007 (PTV) or contact the bus company directly

TTY: (03) 9619 2727

BusVic Website:

www.busvic.asn.au

BusVic Email:

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Contact Transdev

Telephone:

1800 800 007

TTY:

(03) 9619 2727

Website:

www.transdevmelbourne.com.au

Post:

PO Box 8021, Sumner LPO Brunswick East VIC 3057

Level Crossing Removal Authority (LXRA)

LXRA has joined the PTO with effect from 1 January 2016. LXRA is an Administrative Office established in relation to the Department of Economic Development, Jobs, Transport and Resources.

LXRA is overseeing the removal of 50 level crossings across Melbourne and is responsible for all aspects of the project, including planning and development, stakeholder engagement, procurement, through to construction and delivery.

Contact LXRA

Telephone:

1800 762 667

Email:

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Website:

levelcrossings.vic.gov.au

Post:

GPO Box 4509, Melbourne VIC 3001

Melbourne Metro Rail Authority (MMRA)

Melbourne Metro Rail Authority (MMRA) will be joining the PTO with effect from 1 July 2016. 

MMRA is the Victorian Government Authority responsible for the delivery of the Melbourne Metro Rail Project. MMRA is responsible for all aspects of the project from planning and stakeholder engagement through to construction and project commissioning.

Contact MMRA

Telephone:

1800 551 927

Website:

www.melbournemetro.vic.gov.au

Email:

www.melbournemetro.vic.gov.au/contact-us (web contact form)

Post:

PO Box 4509, Melbourne, VIC 3001

Metro Trains Melbourne (Metro)

Metro Trains Melbourne (Metro) are a company that operates the metropolitan train network under a franchise agreement with the Victorian Government. Metro is responsible for delivering metropolitan train services and maintaining the suburban train network, trains, stations, sidings and train workshops. 

Metro is also responsible for bus replacement services during the level crossing removal project. 

Contact Metro

Telephone:

1800 800 007

TTY:

(03) 9619 2727

Website:

www.metrotrains.com.au

Post:

Metro Customer Service, GPO Box 1880, Melbourne VIC 3001

Public Transport Victoria (Including myki)

Public Transport Victoria (PTV) administers Victoria’s tram, train and bus services, and provides a single contact point for information about public transport services, fares and tickets. PTV is responsible for delivering and managing myki.

Contact PTV

Telephone:

1800 800 007

TTY:

(03) 9619 2727

Website:

www.ptv.vic.gov.au

Post:

GPO Box 4724, Melbourne VIC 3001

Southern Cross Station 

Southern Cross Station Pty Ltd is a private company responsible for the management of the station, the major railway station and public transport hub in metropolitan Melbourne.

Contact Southern Cross Station

Website:

www.southerncrossstation.net.au

Email:

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V/Line

V/Line is responsible for running the regional passenger train network, regional rail network infrastructure and inter-town coach services within Victoria. V/Line is a corporation under the State Owned Enterprise Act 1992.

Contact V/Line

Telephone:

1800 800 007

TTY:

(03) 9619 2727

Website:

www.vline.com.au

Post:

Customer Relations, Reply Paid 5343, Melbourne VIC 3001

VicTrack

VicTrack is a Victorian Government business enterprise, and is the custodial owner of land and infrastructure used for the public train and tram services, including track, signals, buildings and structures and communications networks. VicTrack also owns the majority of the trains and trams that operate on the Melbourne suburban system.

Land, infrastructure and trains and trams are leased to operators by the Victorian Government. The operators control and maintain the infrastructure and assets, including land, which they lease.

VicTrack is responsible for maintaining railway land that is not leased for the delivery of public transport services.

Contact VicTrack

Telephone:

1300 VICTRACK (1300 8428 7225)

Website:

www.victrack.com.au

Email:

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Post:

GPO Box 1681, Melbourne VIC 3001

Yarra Trams

Yarra Trams (Keolis Downer EDI) operates the metropolitan tram network under a franchise agreement with the Victorian Government. Yarra Trams is responsible for delivering tram services and maintaining the tram network, trams, tram stops, tracks and depots.

Contact Yarra Trams

Telephone:

1800 800 007

Website:

www.yarratrams.com.au

TTY:

(03) 9619 2727

Post:

Yarra Trams, GPO Box 5231, Melbourne VIC 3001