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Make a complaint

Make a complaint

It’s important to know that there are some types of complaints the Public Transport Ombudsman can’t consider.

If you’re not sure if we can help with your complaint – or you don’t know where to raise a public transport complaint – contact us for advice. If we can’t help, we can usually refer you to someone who can. 

Step 1 of 3

Before you lodge your complaint, a couple of questions

Have you contacted the public transport operator or agency about your problem?

This could be Metro Trains, V/Line, Yarra Trams, your local bus company, or the relevant transport agency.

Have you contacted the public transport operator or agency about your problem? 
Step 2 of 3

Before you lodge your complaint, a couple of questions

What happened when you contacted them?

Choose the option that best describes your experience.

What happened when you contacted them? 
Step 2 of 3

Before you lodge your complaint, a couple of questions

Did the operator tell you when to expect a response?

Did the operator tell you when to expect a response?

Please give the operator time to respond

If the operator doesn’t respond within the timeframe they’ve told you to expect, you can return to this page and lodge your complaint with us.

What if the operator didn’t give me a timeframe?

Operators respond to most complaints within 7-10 business days, however:  

  • if your complaint is assessed as urgent the response should take no more than 3 business days
  • complex complaints may take longer than 7-10 business days.

You may want to follow up with the public transport operator directly. If you didn’t get a response timeframe, you should ask for one. If the operator is still within their timeframe for response, following up may help speed things along.

What if I need help or advice?

Call the PTO on 1800 466 865 (Mon – Friday, 9am to 5pm). We’re here to help and can provide advice on your situation.

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You need to contact the public transport operator first

We help people who’ve been unable to solve a problem directly with a public transport operator. Before you complain to us, you need to give the operator a chance to fix the problem first. If you’re not happy with the operator’s response, we can help.

Contact an operator online

You can contact most operators online. Below is a list of contact details for Victoria’s major public transport operators. For a full list of operator contact details head to our members page.

Transport Victoria: transport.vic.gov.au/contact-us/public-transport-enquiries

Metro Trains: metrotrains.com.au/customer-feedback/

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

Yarra Trams: yarratrams.com.au/submit-your-feedback/

Level Crossing Removal Project: bigbuild.vic.gov.au/contact

Suburban Rail Loop: bigbuild.vic.gov.au/contact

Victorian bus operators: for bus operator details go to our members page or direct your online complaint through Transport Victoria. Transport Victoria will send your complaint to the appropriate bus operator.

Contact an operator by phone

Call Transport Victoria on 1800 800 007 for complaints about public transport services, including V/Line, Metro Trains, Yarra Trams or bus operators.
Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays.

Call Victoria’s Big Build on 1800 105 105 for complaints about Suburban Rail Loop or Level Crossing Removal Project activities.
Contact hours: 24 hours, 7 days a week.

Not sure which operator to contact?

Contact the PTO on 1800 466 865 (Mon – Friday, 9am to 5pm). We’ll help you find the right operator to contact.

Need help?

Contact the PTO on 1800 466 865 (Mon – Friday, 9am to 5pm). We’ll explain how to complain to an operator and offer support if you need it.

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We can help you work out who to contact

Before you complain to us, you need to give the public transport operator a chance to fix the problem first. The Public Transport Ombudsman (PTO) helps people who’ve been unable to solve a problem directly with the operator. If you’re not happy with the operator’s response, we can help.

The information below explains how to contact most Victorian public transport operators about your complaint. If you’re not sure who to contact, call the PTO on 1800 466 865. We’ll help you work out the right operator to complain to. 

Contact an operator online

You can contact most operators online. Below is a list of contact details for Victoria’s major public transport operators. For a full list of operator contact details head to our members page.

Transport Victoria: transport.vic.gov.au/contact-us/public-transport-enquiries

Metro Trains: metrotrains.com.au/customer-feedback/

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

Yarra Trams: yarratrams.com.au/submit-your-feedback/

Level Crossing Removal Project: bigbuild.vic.gov.au/contact

Suburban Rail Loop: bigbuild.vic.gov.au/contact

Victorian bus operators: for bus operator details go to our members page or direct your online complaint through Transport Victoria. Transport Victoria will send your complaint to the appropriate bus operator.

Contact an operator by phone

Call Transport Victoria on 1800 800 007 for complaints about public transport services, including V/Line, Metro Trains, Yarra Trams or bus operators.
Contact hours: 6am to midnight daily, or 24 hours Fridays and Saturdays.

Call Victoria’s Big Build on 1800 105 105 for complaints about Suburban Rail Loop or Level Crossing Removal Project activities.
Contact hours: 24 hours, 7 days a week.

Need help?

Contact the PTO on 1800 466 865 (Mon – Friday, 9am to 5pm). We’ll explain how to complain to an operator and offer support if you need it.

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Step 3 of 3

You can make a complaint to us

Our complaint form takes around 5-10 minutes to complete, depending on how complex your complaint is.

What is your complaint about? 
Fine details
Complaint details

(For complaints about myki)