Who to contact?
If you have feedback, you can send it to the relevant organisation located at Southern Cross Station. This could be Southern Cross, PTV, a transport Operator such as Metro Trains or V/Line, a bus Operator or any other business based at, or providing services to Southern Cross Station.
If you’re not sure who to contact, send your feedback to:
What information do we record?
Southern Cross Station will record your feedback.
Your personal information is confidential - we only use it to investigate your feedback and respond to you. If your feedback is about a transport Operator, Southern Cross Station will pass your personal information onto PTV or that Operator.
When can I expect a response?
Southern Cross Station will respond to most feedback in writing within 14 business days unless the matter is urgent or high-priority, in which case we will endeavor to respond as soon as reasonable possible.
If your feedback is related to an emergency, please call 000.
If you’re not satisfied?
If you’re not satisfied with Southern Cross Station's response, you can escalate your matter to the Public Transport Ombudsman (PTO).
You must first give Southern Cross Station or an Operator the opportunity to deal with your feedback before contacting the PTO.
Escalate to the Public Transport Ombudsman
The Public Transport Ombudsman (PTO) is an independent office that investigates public transport complaints. The PTO provides fair, free and fast resolutions to public transport disputes and works with its members on systemic complaints to help improve the public transport system in Victoria.
The PTO handles complaints about public transport related issues such as:
service delivery issues such as cancellations, reliability, punctuality and overcrowding
myki and ticketing issues
the use of land and premises by operators, including issues such as noise and dust emanating from public transport construction sites
the condition and accessibility of public transport infrastructure and rolling stock. Examples include stations, station ramps, myki equipment, lifts, stairs, stops, train carriages, trams, buses, signs and passenger information notices
the conduct of staff, including Authorised Officers and complaint handling staff.
Lodging your case with the PTO
Free Call: 1800 466 865
Online: Contact PTO
Mail: PO Box 538 Collins Street West, Melbourne VIC 8007
National Relay Service: TTY users phone 1800 555 677 then ask for 1800 466 865
Interpreter Service: 131 450
Fax: 03 8623 2100