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.
