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 suspected fraud or corruption

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 integrity matters or suspected fraud and corruption, please send an email to integrity@victrack.com.au.

Learn how to make a protected disclosure

We take all concerns seriously.

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 integrity matters or suspected fraud and corruption, please send an email to integrity@victrack.com.au.

Learn how to make a protected disclosure

We take all concerns seriously.
Legal proceedings or regulators

If you are contacting us regarding potential or actual legal proceedings or you are acting on behalf of a regulator, please send an email to generalcounsel@victrack.com.au.

Please do not contact this inbox if you have a concern in relation to potential or suspected fraud or corruption (this should be sent to integrity@victrack.com.au to preserve the confidentiality of any integrity related matters), or general complaints or correspondence (which should sent via our feedback form as it will be received more promptly by the appropriate area within VicTrack).

If you are contacting us regarding potential or actual legal proceedings or you are acting on behalf of a regulator, please send an email to generalcounsel@victrack.com.au.

Please do not contact this inbox if you have a concern in relation to potential or suspected fraud or corruption (this should be sent to integrity@victrack.com.au to preserve the confidentiality of any integrity related matters), or general complaints or correspondence (which should sent via our feedback form as it will be received more promptly by the appropriate area within VicTrack).
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 under the Corporations Act 2001.

For more information on how to make a report, go to our policies and disclosures page.

VicTrack cannot receive Public Interest Disclosures made under the Public Interest Disclosure Act 2012, read more information on how to make a report.

Following receipt of your complaint and where VicTrack has the authority to investigate without referral to another body, our commitment is to respond to your complaint quickly, fairly and professionally. The process is:

Step 1: You lodge the complaint. Please outline the issue and the outcome you are seeking. VicTrack can assist you with making your complaint if you need help. Every complaint is recorded. 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 under the Corporations Act 2001.

For more information on how to make a report, go to our policies and disclosures page.

VicTrack cannot receive Public Interest Disclosures made under the Public Interest Disclosure Act 2012, read more information on how to make a report.

Following receipt of your complaint and where VicTrack has the authority to investigate without referral to another body, our commitment is to respond to your complaint quickly, fairly and professionally. The process is:

Step 1: You lodge the complaint. Please outline the issue and the outcome you are seeking. VicTrack can assist you with making your complaint if you need help. Every complaint is recorded. 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 the matter relates to integrity matters investigated by VicTrack and you are not satisfied with our response, you can contact the Department of Transport and Planning (DTP) at public.interest.disclosure@transport.vic.gov.au, or the DTP Public Interest Disclosure Coordinators, whose contact details are on the DTP website.

Alternatively, you can contact the Independent Broad-based Anti-corruption Commission.

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 the matter relates to integrity matters investigated by VicTrack and you are not satisfied with our response, you can contact the Department of Transport and Planning (DTP) at public.interest.disclosure@transport.vic.gov.au, or the DTP Public Interest Disclosure Coordinators, whose contact details are on the DTP website.

Alternatively, you can contact the Independent Broad-based Anti-corruption Commission.

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.