Complaints handling policy

What we can investigate

We investigate bus and maritime safety related queries in Victoria. 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 unsafe staff member behaviour
• complaints from employees of a transport operator about the safety of their workplace, relating specifically to bus or maritime
• 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 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 public transport policies and initiatives. The Department of Transport 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.