Most public transport operators in Victoria are members of the Public Transport Ombudsman Scheme, which means that we can look at complaints about them. They include bus, train and tram operators, Public Transport Victoria (PTV) and operators involved in public transport construction and land. See below for a list of operators who are members of the Public Transport Scheme and their contact details.

Speaking directly with an operator is often the quickest and easiest way to resolve a complaint.

Complaining to an operator

When making a complaint to an operator, we suggest you be clear about what went wrong and what you would like them to do to resolve your complaint. The operator should acknowledge that they have received your complaint.

Allow the operator enough time to look at your complaint and respond to you. The time can vary according to how complex or serious your complaint is, but in most cases the operator should be able to respond to you within seven business days.

If you are not happy with the operator’s response, or they do not respond to you within a reasonable time, you can lodge a complaint with us.

PTO Scheme Members

Bus operators are private companies that are contracted by the Victorian Government to provide public transport services. For a full list of bus operators, click here. BusVic is a professional industry association which is a member of the PTO on behalf of all Victorian private bus operators which provide public transport passenger services, except SkyBus, Transdev and Ventura. Skybus, Transdev Melbourne and Ventura Bus Lines are members of the PTO in their own right.

Contact a Bus Operator*

*For SkyBus, Transdev or Ventura see contact details below

Telephone:1800 800 007 (PTV) or contact the bus company directly
TTY:(03) 9619 2727
Website:www.busvic.asn.au
Email:This email address is being protected from spambots. You need JavaScript enabled to view it.

 

LXRP is an Administrative Office established in relation to the Department of Economic Development, Jobs, Transport and Resources.

LXRP is overseeing the removal of 50 level crossings across Melbourne and is responsible for all aspects of the project, including planning and development, stakeholder engagement, procurement, through to construction and delivery.

Contact LXRP

Telephone:1800 762 667
Email:This email address is being protected from spambots. You need JavaScript enabled to view it.
Website:levelcrossings.vic.gov.au
Post:GPO Box 4509, Melbourne VIC 3001

 

Rail Projects Victoria (RPV), formerly known as Melbourne Metro Rail Authority, is the Victorian government body responsible for delivery of the Metro Tunnel Project, Regional Rail Revival, the High Speed Rail Link between Geelong and Melbourne and the future Melbourne Airport Link.

Contact RPV

Telephone:1800 105 105
Website:https://metrotunnel.vic.gov.au/rail-projects-victoria
Email:www.metrotunnel.vic.gov.au/contact
Post:PO Box 4509, Melbourne, VIC 3001

 

Metro Trains Melbourne (Metro) are a company that operates the metropolitan train network under a franchise agreement with the Victorian Government. Metro is responsible for delivering metropolitan train services and maintaining the suburban train network, trains, stations, sidings and train workshops. Metro is also responsible for bus replacement services during the level crossing removal project. 

Contact Metro

Telephone:1800 800 007
TTY:(03) 9619 2727
Website:www.metrotrains.com.au
Post:Metro Customer Service, GPO Box 1880, Melbourne VIC 3001 

 

Public Transport Victoria (PTV) administers Victoria’s tram, train and bus services, and provides a single contact point for information about public transport services, fares and tickets. PTV is responsible for delivering and managing myki.

Contact PTV

Telephone:1800 800 007
TTY:(03) 9619 2727
Website:www.ptv.vic.gov.au
Post:GPO Box 4724, Melbourne VIC 3001 

 

SkyBus operates airport transfer services between Tullamarine and Avalon airports and Geelong, Melbourne and bayside and western suburbs.

Contact SkyBus

Telephone:1300 759 287
Email:This email address is being protected from spambots. You need JavaScript enabled to view it.
Website:www.skybus.com.au

 

Contact Transdev

Telephone:1800 800 007
TTY:(03) 9619 2727
Website:www.transdevmelbourne.com.au
Post:PO Box 8021, Sumner LPO Brunswick East VIC 3057

 

V/Line is responsible for running the regional passenger train network, regional rail network infrastructure and inter-town coach services within Victoria. V/Line is a corporation under the State Owned Enterprise Act 1992.

Contact V/Line

Telephone:1800 800 007
TTY:(03) 9619 2727
Website:www.vline.com.au
Post:Customer Relations, Reply Paid 5343, Melbourne VIC 3001 

 

VicTrack is a Victorian Government business enterprise, and is the custodial owner of land and infrastructure used for the public train and tram services, including track, signals, buildings and structures and communications networks. VicTrack also owns the majority of the trains and trams that operate on the Melbourne suburban system.Land, infrastructure and trains and trams are leased to operators by the Victorian Government. The operators control and maintain the infrastructure and assets, including land, which they lease.VicTrack is responsible for maintaining railway land that is not leased for the delivery of public transport services.

Contact VicTrack

Telephone:1300 VICTRACK (1300 8428 7225)
Website:www.victrack.com.au
Email:This email address is being protected from spambots. You need JavaScript enabled to view it.
Post:GPO Box 1681, Melbourne VIC 3001

 

Yarra Trams (Keolis Downer EDI) operates the metropolitan tram network under a franchise agreement with the Victorian Government. Yarra Trams is responsible for delivering tram services and maintaining the tram network, trams, tram stops, tracks and depots.

Contact Yarra Trams

Telephone:1800 800 007
Website:www.yarratrams.com.au
TTY:(03) 9619 2727
Post:Yarra Trams, GPO Box 5231, Melbourne VIC 3001