Street address: Level 8, 1010 La Trobe Street, Docklands VIC 3008
Mailing address: GPO Box 1681, Melbourne VIC 3001
T +61 3 9619 1111
T 1300 842 872 (Australia only)
F +61 3 9619 8851
Property related inquiries
T 03 9619 8889
Third party access and licensing
T 03 9619 8641
Feedback and complaints
If you have a comment or complaint about any aspect of dealing with VicTrack, you can contact us in writing, through our feedback form or call us directly and ask to speak with Communications & Engagement.
VicTrack Communications & Engagement
GPO Box 1681
Melbourne VIC 3001
T 03 9619 1111 (ask to speak with Communications & Engagement)
W Feedback form
How we handle complaints
If your complaint relates to or alleges improper conduct by a public officer or public body including VicTrack and/or its employees or reprisals that have been made in respect of such a complaint or allegation, you may make a Protected Disclosure.
Our commitment is to respond to your complaint quickly, fairly and professionally. The process is as follows:
Step 1: You lodge the complaint. Please clearly outline the issue, covering all the relevant points and the outcome you are seeking. Every complaint is recorded and given a unique reference number so that it can be tracked easily. We will advise you of the reference number. In accordance with privacy legislation, any personal information collected as part of the complaint is confidential and will only be used to help resolve that complaint.
Step 2: We investigate and respond to you within five business days. In more complex cases, we will acknowledge your complaint and give you a commitment to provide a complete response within a specified timeframe.
Step 3: If you are not satisfied with the response, you can ask for a review by a senior manager.
Step 4: If after receiving a written response from a senior manager you are still not satisfied, you can contact the Public Transport Ombudsman (PTO). Contact details for the PTO are:
Public Transport Ombudsman Victoria
PO BOX 538
Collins Street West VIC 8007
T 03 8623 2111 or toll free 1800 466 865
TTY 1800 809 623
F 030 8623 2100
The PTO will investigate and conciliate complaints and can make binding determinations where appropriate. There is no cost to the customer for having a case investigated by the ombudsman. For further details please visit the Public Transport Ombudsman website.