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.

General complaints and feedback

For general complaints and feedback, use our feedback form

For general complaints and feedback, use our feedback form
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.
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.

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.
If you’re not satisfied with our response

If you’re not satisfied with our response to your feedback or complaint, you can contact the Public Transport Ombudsman (PTO).

The PTO handles complaints from people who have been unable to solve a problem directly with a public transport operator or agency. The PTO is independent from government and transport operators, and their service is free.

You can contact the Public Transport Ombudsman by phone on 1800 466 865, by email at enquiries@ptovic.com.au, or through their website

If you’re not satisfied with our response to your feedback or complaint, you can contact the Public Transport Ombudsman (PTO).

The PTO handles complaints from people who have been unable to solve a problem directly with a public transport operator or agency. The PTO is independent from government and transport operators, and their service is free.

You can contact the Public Transport Ombudsman by phone on 1800 466 865, by email at enquiries@ptovic.com.au, or through their website

Policies and disclosures

As a government agency, we uphold the highest standards of accountability and integrity. We work to various statutory and commercial regulatory standards, which are set out in VicTrack’s policies and procedures – and we are compliant with all necessary public disclosures. Learn more about our policies, disclosures and compliance standards.