Complaints handling policy

Transport Safety Victoria is committed to the effective and efficient management of complaints to ensure that the bus, maritime and rail industries uphold the highest transport safety standards.

We are guided by a commitment to fairness, transparency, objectivity, confidentiality and accountability in our complaints handling procedure.

We are not an emergency service and cannot immediately respond if you are involved in an altercation on bus, maritime or rail transport. In the event of an emergency, you should call triple zero (000).

What we can investigate

We investigate safety related queries within the Victorian rail, bus and maritime industry. You can complain to us about several types of issues:

  • Complaints about transport operators such as:
    • a specific safety incident, such as the safety of a vessel or vehicle (i.e. rolling stock or bus), infrastructure and staff member behaviour
    • complaints from employees of a transport operator about the safety of their workplace, relating specifically to bus, maritime, or rail safety work
    • general safety complaints, such as observations, transport operator decisions, policies, processes, operations and services
    • complaints about general transport safety policy
      Note: Complaints about the conduct of transport operators' staff unrelated to the safe operation of the transport system should be made to the operator concerned
  • Complaints about the performance of TSV functions, or the way these functions and decisions are communicated and undertaken
  • Complaints about privacy
  • Complaints about accessing information. A person who requested information from us and has been refused may contact our Freedom of Information Officer for information about requesting information under the Freedom of Information Act.
  • Complaints about alleged improper or corrupt conduct by TSV or its staff
  • Complaints about TSV staff behaviour.

What we cannot investigate

We cannot investigate complaints about the following issues:

  • The delivery of public transport. If you have feedback or wish to make a complaint about bus, train or tram services, please contact the relevant operator.
  • Criminal matters. Complaints of this nature should be made to Victoria Police or other relevant agencies / bodies for further investigation. This includes assault, theft and vandalism.
  • A transport safety officer's decision or a maritime safety inspector's decision made under and in relation to the National System for Domestic Commercial Vessel Safety.
  • Government transport policy and initiatives such as complaints about authorised officers, transport infringement notices and government policy. These complaints should be made to Public Transport Victoria if they relate to bus and rail public transport policies and initiatives. The Department of Economic Development handles complaints related to maritime policies and initiatives and broader transport state-wide policies and initiatives.

We will ensure prompt referral to an alternative agency if the complaint is outside our responsibility.

How do I make a complaint?

There are a number of ways to make a complaint.

Online forms

Bus, maritime and rail complaints form

Phone

1800 223 022

Email

information@transportsafety.vic.gov.au

Fax

(03) 9655 6611

In writing

PO Box 2797, Melbourne, VIC 3001

In person

121 Exhibition Street, Melbourne

You can also make a complaint through other government agencies or bodies or apply to us for an internal review

If you are submitting a complaint, please include as much information as possible and, if your complaint relates to a particular incident please include the time, date and/or service.

Please note that we will respond to complaints relating to rail operators regulated under the local scheme only. For complaints relating to operators regulated under the national scheme, please visit the Office of the National Rail Safety Regulator website.

When can I expect a response?

We aim to finalise all complaints within 15 business days from receipt of the complaint. When a complaint cannot be resolved in this standard timeframe, the complainant will be contacted and advised.