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Our members

Most public transport operators and agencies in Victoria are members of the Public Transport Ombudsman (PTO) Scheme, which means the PTO can consider complaints about them. 

Membership of the PTO scheme gives our members an independent escalation point for complex or hard-to-resolve complaints raised by their customers or community members.  We also work with our members to help reduce complaints and improve the community’s service experience.

Below is a list of our member organisations. It includes contact details for making a complaint. If you’re not sure which public transport operator to contact call us on 1800 466 865 (Mon – Friday, 9am to 5pm).  We’ll help you work out the right operator to complain to. 

Transport Victoria (Department of Transport and Planning)

Transport Victoria provides the public with a single contact point for information and feedback about public transport services, fares and tickets.

Contact (online): transport.vic.gov.au/contact-us/public-transport-enquiries

Contact (phone): 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays.

Please note: if your complaint is about a public transport fine:

V/Line

V/Line operates Victoria’s regional train network and V/Line-branded coach services. V/Line also leases and maintains more than 3,000 kilometres of rail track used by freight and other passenger rail operators.

Contact (online): vline.com.au/About-V-Line/Contact-us/Online-customer-feedback

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

Metro Trains Melbourne (Metro)

Metro Trains Melbourne (Metro) operates Melbourne’s metropolitan train network and maintains network assets and infrastructure.

Contact (online):metrotrains.com.au/customer-feedback/

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

Yarra Trams

Yarra Trams (operated by Yarra Journey Makers) is Melbourne’s tram network.  Yarra Trams is responsible for delivering tram services and maintaining the tram network’s stops, vehicles, tracks and depots.

Contact (online): yarratrams.com.au/submit-your-feedback/

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

 
CDC Victoria

CDC Victoria operates bus routes in Melbourne’s east and western suburbs, and in Geelong, Ballarat and Mildura.  

Contact (online): cdcvictoria.com.au/contact/feedback/

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

 
Christians Bus

Christian’s Bus operates public bus routes in Bendigo, Colac, Ararat and Ballarat.

Contact (online):christiansbus.com.au/customer-feedback/

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

 
Dysons

Dysons operates public bus routes in Melbourne’s northern suburbs and regional centres including Shepparton, Wangaratta and Sale.

Contact (online) through the Transport Victoria website: transport.vic.gov.au/contact-us/public-transport-enquiries

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

 
Kinetic

Kinetic operates more than a third of Melbourne’s bus network, servicing 60+ bus routes in the metropolitan area.  

Contact (online) through the Transport Victoria website: transport.vic.gov.au/contact-us/public-transport-enquiries

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

 
Transit Systems Victoria

Transit Systems Victoria operates bus routes in Melbourne’s CBD and western suburbs. 

Contact (online) through the Transport Victoria website: transport.vic.gov.au/contact-us/public-transport-enquiries

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

 
Ventura 

Ventura operates bus routes in Melbourne’s southern and eastern suburbs, South Gippsland and the Mornington Peninsula.

Contact (online):[email protected]

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

Other bus operators (Bus Association Victoria)

The Bus Association of Victoria (BusVic) is the PTO scheme member that represents bus companies that aren’t individual members of our scheme (see the list of individual bus companies above this listing). BusVic is a professional industry association for accredited bus and coach operators in Victoria. 

Complaints about bus operators who aren’t individual PTO scheme members should be directed through Transport Victoria. 

Contact (online) through the Transport Victoria website: transport.vic.gov.au/contact-us/public-transport-enquiries

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays. 

 
SkyBus

SkyBus operates express buses to and from Melbourne’s Tullamarine and Avalon airports. 

Contact (online): [email protected]

Contact (phone): 1300 759 287

 
Level Crossing Removal Project 

The Level Crossing Removal Project is responsible for removing level crossings across Melbourne and delivering other rail network improvements. The Project is part of the Victorian Infrastructure Delivery Authority (VIDA) and falls under Victoria’s Big Build.

Contact (online):bigbuild.vic.gov.au/contact

Contact (phone): through Victoria’s Big Build on 1800 105 105. Contact hours: 24 hours, 7 days a week. 

 
Suburban Rail Loop Authority 

Suburban Rail Loop Authority is responsible for planning and delivering the Suburban Rail Loop (SRL). Construction of SRL East (Cheltenham to Box Hill) commenced in 2022 with works now underway at multiple SRL East sites. Early planning and development of SRL North and SRL West has also commenced. 

Contact (online):bigbuild.vic.gov.au/contact

Contact (phone): through Victoria’s Big Build on 1800 105 105. Contact hours: 24 hours, 7 days a week. 

 
Metro Tunnel Project

The Metro Tunnel Project is responsible for the design and construction of Melbourne’s Metro Tunnel. The Metro Tunnel Project handles complaints about the impacts of construction-related activity. For passenger complaints, please contact Metro Trains or Transport Victoria. 

Contact (online):bigbuild.vic.gov.au/contact

Contact (phone): through Victoria’s Big Build on 1800 105 105. Contact hours: 24 hours, 7 days a week. 

 
VicTrack

VicTrack owns Victoria’s rail land, buildings and infrastructure. Its role is to protect and enhance the value of these assets, and to manage them in a manner consistent with public transport system objectives.  

Contact (online):victrack.com.au/get-help/feedback-form

Contact (phone):(03) 9619 1111

 
Southern Cross Station

Southern Cross Station links metropolitan, regional and interstate trains and coaches in Melbourne’s CBD, and offers connections to airports, trams and ride-share services. Southern Cross Station is managed by a private company under agreement with the Department of Transport and Planning.

Contact (online):infranexus.com.au/southern-cross-station/contact-southern-cross-station

Contact (phone): through Transport Victoria on 1800 800 007. Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays.