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Have you been treated unfairly or disrespectfully by an Authorised Officer?
How do I complain about this behaviour/conduct/treatment?
• Complaints initially need to be made directly to the relevant public transport operator
or to Metlink
• Complaints may be made by phone, in writing, or via email
• Metlink
a. Metlink Customer Feedback
o GPO Box 4693TT, Melbourne VIC 3001
o Phone: 131 638
o Email: feedback@metlinkmelbourne.com.au
o Online feedback form – see Metlink website for details
b. Metro Trains Customer Feedback
o GPO Box 5092BB, Melbourne VIC 3001
o Phone: 1800 69 63876
o Email: available online at www.metrotrains.com.au
c. Yarra Trams Customer Feedback
o GPO Box 5231BB, Melbourne VIC 3001
o Phone: 1800 800 166
o Email: available online at yarratrams.com.au
d. V/Line Customer Relations
o Reply Paid 5343, Melbourne VIC 3001
o Phone: 1800 800 120
o Email: available online at vline.com.au/contactus
What happens after I make a Complaint to Metlink?
1. Your complaint will be logged and given a reference number
2. You should be given this reference number and also provided with an estimated
time in which you will receive a response
3. Your complaint will be forwarded to the appropriate operator to be assessed
(e.g. Connex, Yarra Trams, etc...)
4. Complaints will then be prioritised –
a. those complaints of highest priority should be acknowledged within 1 business day
and responded to within 2 business days
b. other complaints should be acknowledged and responded to within 7 business days
after being received.
What can I do if I am unhappy with the response?
1. If you are unhappy with how your complaint was responded to, you may submit your
complaint to the Public Transport Ombudsman (PTO)
2. The PTO will only hear complaints that have been lodged first with the appropriate
public transport operator or organisation and where the operator/organisation has
been give a reasonable opportunity to resolve the complaint
3. Lodging a complaint with the Public Transport Ombudsman is free of charge
4. The PTO may
a. Investigate complaints
b. Attempt conciliation to resolve the dispute
c. make binding decisions
How do I contact the Public Transport Ombudsman?
d. Public Transport Ombudsman Victoria
o PO Box 53, Collins Street West, Melbourne VIC 8007
o Phone: 1800 466 865 OR (03) 8623 2111
o Email: enquiries@ptovic.com.au
o Website: www.ptovic.com.au
This information is set out in further detail at: www.vline.com.au
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