Contact us

You can contact us in a number of ways to get the latest travel information or provide feedback about your experience.

Phone numbers

Timetables, reservations, feedback and travel information

1800 800 007

PTV call centre
6am to midnight, (all night Friday and Saturday)
7 days a week

Communication Access Symbol

PTV call centre agents have been trained to effectively communicate with all of our customers, including those with communication difficulties. Communication tools (like communication boards) are also available at V/Line stations to help customers and staff get their message across.

If you are deaf, or have a hearing or speech impairment, you can contact us directly or through the National Relay Service and request to call 1800 800 007.

Overseas customers can call +61 3 9662 2505.

Lost property enquiries

03 9619 2588

Please speak to a staff member at the Luggage Hall at Southern Cross Station for all V/Line Lost Property queries.

Compliment, complaint or other feedback?

The easiest way to provide feedback to V/Line is through our online feedback form below. All feedback provided is assigned to a Customer Relations Officer for further investigation.

For more information on our complaints handling procedure please click here.

Provide online customer feedback

Launch online customer feedback

Provide feedback over the phone

1800 800 007

Transport For Victoria
6am to midnight, 7 days a week
1800 800 007

If calling from overseas, please dial +61 3 9662 2505
TTY: (03) 9619 2727

Provide written customer feedback

You may lodge feedback by mailing the V/Line Customer Relations team.

Mail: V/Line Customer Relations, Reply Paid 5343, Melbourne VIC 8060.

Not satisfied with our response?

If you’re not satisfied with our response or how your feedback was handled, you can escalate your feedback to the Public Transport Ombudsman.

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; and
the conduct of staff, including Authorised Officers and complaint handling staff.

Lodging your case with the Public Transport Ombudsman

Free Call: 1800 466 865
Email: enquiries@ptovic.com.au
Online: PTO VIC
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

Reporting misconduct, safety breaches, or illegal, unethical or corrupt behaviour by a V/Line employee

There are several ways to report where you suspect a V/Line employee has engaged in misconduct, safety breaches or illegal, unethical or corrupt conduct. It can be helpful to provide a way for you to be contacted so that more information can be obtained where needed, or to hear the outcome of your report.

Your details, nature of concerns and any sensitive information it may contain will be handled with confidentially and discretion.

Misconduct and unethical behaviour includes:

Theft
Fraud
Dishonesty
Bullying and Harassment
Policy breaches
Unethical behaviour
Workplace safety
Corruption.

Report misconduct or unethical conduct

If you would like to make a complaint about suspected corruption or unethical behaviour, you can:

Complete the online customer feedback form and ask that your matter be referred to V/Line’s Integrity team.
Call ‘Speak Up’ - 1300 304 550 (V/Line’s external and independent service).
Report a corruption complaint to the Independent Broad-based Anti-corruption Commission.

Public Interest Disclosure Complaints

The Public Interest Disclosures Act 2012 (Vic) applies to the disclosure of improper conduct and corruption in the Victorian public sector (whistleblowers).

V/Line is not authorised to receive public interest disclosures.

Any person who wants to make a public interest disclosure about V/Line or any V/Line employee must make a disclosure to the Independent Broad-based Anti-corruption Commission (IBAC).

A disclosure can be made about a public body or public officer, as well as about people who seek to improperly influence public bodies and public officers.

When you make a disclosure to IBAC, it will decide whether a disclosure is a ‘public interest disclosure complaint’ and whether it will investigate the matter, refer the matter to another investigating entity, or back to V/Line for investigation.

Make a Public Interest Disclosure Complaint to IBAC

Other ways to keep in touch

There are a number of ways to get travel updates, along with notification of special offers, new competitions and event launches. Browse through the options below.

V/Line mobile app

The V/Line app is an easy way to get service updates, see your next five scheduled V/Line services and get Southern Cross station platform information.

Set your travel preferences to receive push notifications that are relevant to you. Browse timetables, see Southern Cross Station arrivals and departures and more.

Download now

Social media updates

We're online from Monday to Friday 4:00am - 2:30am, Saturday 5:00am - 2.30am and Sunday 5:00am - 1:30am. Outside these times you can contact Public Transport Victoria for travel information on 1800 800 007.

Facebook

Find out the latest V/Line news, special offers and discounts as well as behind-the-scenes details by liking us on Facebook.

V/Line

Twitter

Follow our region-specific Twitter accounts to:

receive service updates, including specific information about major disruptions;
find out details about special events and additional services; and
ask questions about your journey.

V/Line

Geelong and Warrnambool line

Ballarat, Ararat and Maryborough line

Bendigo, Swan Hill and Echuca line

Traralgon and Bairnsdale line

Seymour, Shepparton and Albury line

Instagram

Follow @vlinevictoria

Email or SMS updates

If you are a regular customer set up a V/Line Inform account so we can keep you up-to-date when things don't go as planned.

Let us know where and when you usually travel. Then we can send you an email or SMS notifications at no cost to you about changes to your service.

We'll let you know of a delay of 15 minutes or more, if your service is cancelled, if there are any planned service changes and any other important information about your journey.

Launch V/Line Inform