What happens when you contact us

When you contact us, we will ask you for:

  • your name and contact details; 
  • the operator your complaint is about; 
  • the details of your complaint;
  • what the operator said or did in response to your complaint, and why this didn’t resolve it; and
  • what outcome will resolve your complaint.

You can contact us by phone on 1800 466 865. Other contact information for our office can be found on our contact page. You can lodge a complaint by submitting a complaint form online.

We make a record of all complaints made to our office.

Your privacy

We are committed to protecting your privacy.

You can read more about how we handle information given to our office on our privacy page.

Complain to the operator first

Before you lodge a complaint with us, you must give the public transport operator a chance to resolve your complaint.

If you contact us first or if you’re not sure how to make a complaint with the operator, we can give you advice about what you need to do.

If you can’t resolve your complaint with the operator or if they haven’t responded to you, we can investigate your complaint.

Making a complaint for someone else

You can make a complaint on behalf of someone else, such as a family member or friend, or a person that you care for.

You must act in the best interests of the person and have sufficient knowledge of their complaint.

We may ask the person to provide authority for you to act on their behalf.

We can contact the person directly at any stage if we decide this is appropriate.

Investigating your complaint

When we investigate your complaint, we work with you and the operator to find a fair and reasonable outcome. We are independent – we do not act for either side.

We will speak with you about the outcomes that can be achieved through our investigation process.

In our experience, dispute resolution progresses more effectively when we can speak with you, so we may ask you to make yourself available by phone

Our process of investigating your complaint is informal and confidential. We ask both you and the member to be respectful and prepared to compromise so we can find a fair, reasonable outcome to the complaint. 

You can read about complaint outcomes here.

Not all complaints are suitable for us to investigate. If we decide we can’t investigate your complaint, we will let you know the reasons why. Read about what we can’t investigate here.

What we need from you

We will ask you for information to support your complaint about the operator, such as:

  • Your account of what happened;
  • Details of times, dates and locations;
  • Documentation that shows any costs you have incurred;
  • Photographs and video recordings; and
  • Correspondence with the operator. 

We may ask you to obtain quotes and expert advice to support any request for compensation.

We understand that sometimes it can be frustrating repeating details of your complaint but this information is important and helps us decide how to handle your complaint.

If you do not provide us with the information we ask for, we may not be able to investigate your complaint. If you’re unable to provide us with some information, you should let us know as soon as possible.  

Our investigation process  

In an investigation, we gather information from you and the operator the complaint is about. This information helps us understand the issues the complaint is about.

If you and the operator agree on an outcome, the complaint will resolve, and we will close the investigation.

If you and the operator cannot agree, we will assess the complaint and make a decision about what is a fair and reasonable outcome. We consider the information that has been made available to us, as well as relevant laws and regulations, and good industry practice.

We will keep you updated about the progress of our investigation of your complaint. Some complex complaints may take us longer to investigate.