Complaints

VicTrack is committed to maintaining the highest standards of integrity and we handle complaints in a consistent, fair and transparent manner. If you have a concern or complaint about public transport, the procurement process, or a suspected ethics violation, please contact us using the processes below.

VicTrack is committed to maintaining the highest standards of integrity and we handle complaints in a consistent, fair and transparent manner. If you have a concern or complaint about public transport, the procurement process, or a suspected ethics violation, please contact us using the processes below.

  • Reporting a suspected ethics violation


     
    VicTrack is committed to maintaining strong compliance when conducting its business. We take all necessary action to ensure that our business is managed in line with our commitment.

    You can help us uphold our commitment. To report potential instances of unethical behaviour, please send an email to generalcounsel@victrack.com.au.

    We take all concerns seriously.

    Learn how to report an ethics concern.



     
    VicTrack is committed to maintaining strong compliance when conducting its business. We take all necessary action to ensure that our business is managed in line with our commitment.

    You can help us uphold our commitment. To report potential instances of unethical behaviour, please send an email to generalcounsel@victrack.com.au.

    We take all concerns seriously.

    Learn how to report an ethics concern.


  • Supplier complaints
  • How we handle complaints


    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.

     


    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 complaints


    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
    Email: enquiries@ptovic.com.au 
    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

    The Public Transport Ombudsman is a free and independent dispute resolution service to help people resolve complaints about public transport in Victoria and to help improve public transport for everyone.

    The PTO is a not- for- profit organisation, and are independent of public transport operators and Government.

     


    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
    Email: enquiries@ptovic.com.au 
    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

    The Public Transport Ombudsman is a free and independent dispute resolution service to help people resolve complaints about public transport in Victoria and to help improve public transport for everyone.

    The PTO is a not- for- profit organisation, and are independent of public transport operators and Government.