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Make a complaint

Make a complaint

It’s important to know that there are some types of complaints the PTO 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 a complaint, a couple questions

Have you contacted the public transport operator or agency about this issue?

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 this issue? 
Step 2 of 3

Before you lodge a complaint, a couple 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 a complaint, a couple questions

How long ago did you first contact them?

How long ago did you first contact them?

We understand this is frustrating

We know waiting for a response can be difficult, especially when you're dealing with an unresolved issue. While we'd like to help right away, operators need reasonable time to investigate complaints properly.

What you can do now:

  • Follow up with the operator directly - sometimes a reminder can help speed things along
  • Keep records of all your communications with them
  • Note down dates, times, and reference numbers

Once it's been 10 business days since your first complaint, you can return here and we'll be able to help you.

Need help?

If your complaint involves:

  • Safety concerns
  • Accessibility issues preventing travel
  • Urgent matters affecting your wellbeing

Call us on 1800 466 865 on Monday to Friday, 9am - 5pm. We’re here to help and can provide advice on your situation

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You need to contact the operator first

We understand you want to resolve this issue. Before we can help, you need to give the transport operator or agency a chance to address your complaint directly. This is an important first step that often leads to faster resolutions.

Metro Trains
Call 1800 800 007 or use their feedback form on metrotrains.com.au

Yarra Trams
Call 1800 800 007 or email [email protected]

V/Line
Call 1800 800 007 or use their feedback form on vline.com.au

Bus operators
Contact PTV on 1800 800 007 for your operator’s details

Call times: 6 am to midnight daily (24 hours Friday & Saturday)

Why contact them first?

Operators can often resolve issues quickly when contacted directly. They need to know about problems to fix them.

Need help?

If you're unsure who to contact or need assistance, call us on 1800 466 865 on Monday to Friday, 9am - 5pm. We'll help you find the right operator and explain how to make an effective complaint.

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We can help you find who to contact

Before we can investigate your complaint, you need to give the operator or agency a chance to fix the problem first.

We're happy to help you work out who you need to contact.

Metro Trains
Call 1800 800 007 or use their feedback form on metrotrains.com.au

Yarra Trams
Call 1800 800 007 or email [email protected]

V/Line
Call 1800 800 007 or use their feedback form on vline.com.au

Bus operators
Contact PTV on 1800 800 007 for your operator’s details

Call times: 6 am to midnight daily (24 hours Friday & Saturday)

Not sure who to contact?

Call us on 1800 466 865 on Monday to Friday, 9am - 5pm. We’ll help you identify the right operator for your complaint.

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Step 3 of 3

You can make a complaint to us

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

The PTO will be closed for the Christmas break from 2pm on 24 December 2025 and will reopen at 9am on 5 January 2026. We wish everybody a happy and safe holiday season.