VicTrack general contact details
For general enquiries please contact us at:
T +61 3 9619 1111 E firstname.lastname@example.org
Street address: Level 8, 1010 La Trobe Street, Docklands VIC 3008
Mailing address: GPO Box 1681, Melbourne VIC 3001
T 03 9619 1111
W online media enquiries
Property related enquiries
T 03 9619 8889
Install utilities and services
T 03 9619 8889
Feedback and complaints
For feedback or complaints about any aspect of dealing with VicTrack, you can use 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 7-10 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 your response you can either:
- request a senior manager review your complaint, or
- contact the Public Transport Ombudsman.
Step 4: If you receive a response from a senior manager and you are still not satisfied, you can contact the Public Transport Ombudsman. Please see below for further information.
Public Transport Ombudsman Victoria
The Public Transport Ombudsman (PTO) is an independent office that investigates public transport complaints. The PTO provides fair, free and fast resolutions to public transport disputes and works with its members on systemic complaints to help improve the public transport system in Victoria.
The PTO handles complaints about public transport related issues such as:
- service delivery issues such as cancellations, reliability, punctuality and overcrowding
- myki and ticketing issues
- the use of land and premises by operators, including issues such as noise and dust emanating from public transport construction sites
- the condition and accessibility of public transport infrastructure and rolling stock. Examples include stations, station ramps, myki equipment, lifts, stairs, stops, train carriages, trams, buses, signs and passenger information notices
- the conduct of staff, including Authorised Officers and complaint handling staff.
LODGING YOUR CASE WITH THE PUBLIC TRANSPORT OMBUDSMAN
Free Call: 1800 466 865
Online: PTO VIC
Mail: PO Box 538 Collins Street West, Melbourne VIC 8007
National Relay Service: TTY users phone 1800 555 677 then ask for 1800 466 865
Interpreter Service: 131 450
Fax: 03 8623 2100