Feedback and complaints
Learn how we handle your feedback, what you can expect, and how to escalate your complaint if you are not satisfied.
It's easy to contact us
By form
If you have feedback, you can submit it through our contact form. Via project selection in the form, you'll be able to direct your feedback to any of our projects:
- Level Crossing Removal Project
- Big Build Roads
- North East Link
- Metro Tunnel Project
- Regional Rail Revival
- Melbourne Airport Rail
- Suburban Rail Loop
- West Gate Tunnel Project
By phone
If you'd like to speak to someone, you can phone us on 1800 105 105 24 hours a day, 7 days a week.
What do we record?
Your personal information is private and confidential.
We record only the information we need to investigate your feedback and respond to you.
Find more information in our Privacy collection statement.
When will I get a response?
We will provide you with a final response to your feedback as soon as reasonably possible.
If we need a longer time-frame than anticipated, we will explain this to you.
Urgent responses
For emergencies, call 000 immediately.
Otherwise, if your complaint relates to:
- immediate safety issues
- construction impacts
- accessibility
- property damage
we will prioritise the matter, and deal with it as quickly as possible.
If you're not satisfied
If you’re not satisfied with our response, you can escalate your feedback.
In the first instance, we prefer that you raise your complaint directly with us in the Victorian Infrastructure Delivery Authority (VIDA). However if you remain dissatisfied with our response, you have options to escalate both internally and externally. If you prefer to escalate it externally, you are not required to request VIDA to review it again.
Internal escalation
Within VIDA, the manager of the relevant project complaint management team will review your complaint further.
We’ll discuss your complaint with you and try to reach an agreement that is satisfactory to both parties.
You can request to have your feedback reviewed via any of these modes:
Online
Complete our contact form.
Phone
1800 105 105
Post
[Project name]
GPO Box 2392
Melbourne
3001
For languages other than English
If you require a translator or interpreter, you can phone us on 03 9209 0147.
Contact us through the National Relay Service (extensive list of call options) and request to call our Contact Centre 1800 105 105.
See the Australian Government's Accesshub page for information about accessible services for people who are deaf, hard of hearing or have a speech impairment.
External escalation
If you are dissatisfied with the response provided by the Level Crossing Removal Project or Metro Tunnel Project Office, you can escalate to the Public Transport Ombudsman (PTO).
If you wish to make a direct external complaint regarding other VIDA projects, you should contact the Victorian Ombudsman.
You can also escalate your feedback directly to the Public Transport Ombudsman or Victorian Ombudsman without going through VIDA.
Public Transport Ombudsman
The PTO is a free, independent and impartial dispute resolution service that looks at complaints about public transport and related activities in Victoria. The PTO can only handle a complaint if you have already raised it with the member and are not satisfied with the outcome. The PTO also 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:
- late, cancelled or overcrowded services
- myki or other ticketing issues
- public transport information, including service disruption advice, timetables and works notifications
- accessibility, which means issues that make it hard to access or use public transport vehicles or facilities, customer service processes or information
- fines, in specific circumstances if you applied for internal review
- noise, dust or other disruptions caused by project or maintenance works
- public transport staff, including Authorised Officers safety or cleanliness of stations, stops and vehicles.
Lodging your complaint with the PTO
Phone
1800 466 865 (free call)
Web
Public Transport Ombudsman Complaints
Mail
PO Box 538
Collins Street West
Melbourne
Victoria 8007
National Relay Service
TTY users phone 1800 555 677 - then ask for 1800 466 865
Interpreter Service
131 450
Fax
03 8623 2100
Victorian Ombudsman
If you're not satisfied with any of the complaint methods described on this page, you can make a complaint to the Victorian Ombudsman.
VIDA Complaint Management Policy
Read and download the VIDA Complaint Management Policy in English and other languages.