Most public transport operators in Victoria are members of the Public Transport Ombudsman Scheme, which means that we can look at complaints about them. They include bus, train and tram operators, Department of Transport and Planning (including PTV) and operators involved in public transport construction and land. See below for a list of operators who are members of the Public Transport Scheme and their contact details.
PTO Scheme Members
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 most Victorian private bus operators which provide public transport passenger services, except CDC Victoria, Christians Bus, Dysons, Kinetic, SkyBus, Transit Systems (Victoria) - formerly Sita Buslines - and Ventura Bus Lines, which are members of the PTO in their own right.
Contact a Bus Operator*
*For CDC Victoria, Kinetic, SkyBus, Transit Systems (Victoria) or Ventura, see contact details below.
| Telephone: | 1800 800 007 (PTV) or contact the bus company directly |
| TTY: | (03) 9619 2727 |
| Website: | busvic.asn.au |
| Email: |
CDC Victoria provide bus services in the Western, Eastern, and North Western suburbs of Melbourne, and the Greater Cities of Ballarat, Geelong, and Mildura.
Contact CDC Victoria
| Telephone: | (03) 9977 9999 |
| Email: | |
| Website: | cdcvictoria.com.au |
| Post: | PO Box 4197, Hoppers Crossing, 3029 |
Christians Bus provides public transport services in the Regional City of Bendigo and across North West and Western Victoria
Contact Christians Bus
| Telephone: | (03) 5447 2222 |
| Email: | |
| Website: | christiansbus.com.au |
| Post: | 26 Olympic Parade, Kangaroo Flat, VIC, 3555 |
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 |
The Dyson Group (Dysons) provides bus transport services in Melbourne and wider Victoria, New South Wales and South Australia.
Contact Dysons
| Telephone: | (03) 9463 3999 |
| Email: | |
| Website: | www.dysongroup.com.au |
| Post: | 121 McKimmies Road, Bundoora, Victoria, 3083 |
Kinetic is the largest mass transit bus operator in Australia and New Zealand operating one third of Melbourne’s bus network under a franchise agreement with the Victorian Government. Kinetic is responsible for delivering bus services for 50 routes across metropolitan Melbourne.
Contact Kinetic
| Telephone: | (03) 9492 2200 |
| Email: | |
| Website: | www.wearekinetic.com |
| Post: | 21 Scotchmer Street, Fitzroy North VIC 3068 |
LXRP is an Administrative Office established in relation to the Department of Economic Development, Jobs, Transport and Resources.
LXRP 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 LXRP
| Telephone: | 1800 762 667 |
| Email: | |
| Website: | levelcrossings.vic.gov.au |
| Post: | GPO Box 4509, Melbourne VIC 3001 |
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 |
Rail Projects Victoria (RPV), formerly known as Melbourne Metro Rail Authority, is the Victorian government body responsible for delivery of the Metro Tunnel Project, Regional Rail Revival, the High Speed Rail Link between Geelong and Melbourne and the future Melbourne Airport Link.
Contact RPV
| Telephone: | 1800 105 105 |
| Website: | https://metrotunnel.vic.gov.au/rail-projects-victoria |
| Email: | www.metrotunnel.vic.gov.au/contact |
| Post: | PO Box 4509, Melbourne, VIC 3001 |
SkyBus operates airport transfer services between Tullamarine and Avalon airports and Geelong, Melbourne and bayside and western suburbs.
Contact SkyBus
| Telephone: | 1300 759 287 |
| Email: | |
| Website: | www.skybus.com.au |
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: |
Suburban Rail Loop Authority (SRLA) is responsible for planning and delivering Suburban Rail Loop (SRL), an integrated transport and precinct planning project. SRL will deliver a 90km rail line linking every major train service from the Frankston Line to the Werribee Line via Melbourne Airport and support integrated precinct.
Three transport super hubs at Clayton, Broadmeadows and Sunshine will be created to connect regional services, so passengers outside Melbourne won’t have to travel through the CBD. Work is underway on SRL East from Cheltenham to Box Hill. Early works on SRL Airport from Melbourne Airport to Sunshine continue, delivered by Rail Projects Victoria.
Contact SRLA
| Telephone: | 1800 105 105 |
| Email: | |
| Website: | https://bigbuild.vic.gov.au/projects/suburban-rail-loop |
| Post: | PO Box 24214, Melbourne, VIC 3001 |
Transit Systems Pty Ltd operates bus services in Australia, Singapore and London. In 2019 Transit Systems acquired Sita Buslines Pty Ltd and Sita Coaches Pty Ltd, and now trades as Transit Systems (Victoria) Pty Ltd.
Contact Transit Systems (Victoria)
| Telephone: | (03) 9689 7999 |
| Email: | |
| Website: | www.transitsystems.com.au |
| Post: | 1 Sunshine Road, West Footscray, VIC 3012 |
Contact Ventura
| Telephone: | 1300 VENTURA (1300 836 8872) |
| Website: | www.venturabus.com.au |
| Email: |
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: | |
| Post: | GPO Box 1681, Melbourne VIC 3001 |
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 |
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 |
The Public Transport Ombudsman respectfully acknowledges the traditional custodians of the land on which we operate our services. We pay our respects to the ongoing living cultures of Aboriginal peoples, and to Elders past, present and future.