Customer Feedback & Travel Information
If any part of your Metro experience doesn’t meet your expectations, we want to hear from you. Whether you have a suggestion, complaint or compliments, or for information on fares, myki, timetables and connections with buses and trams you can contact us via:
|Phone||1800 800 007 – 6am to midnight daily (all night on Fridays & Saturdays)|
|Postal address:||Metro Trains Melbourne
GPO Box 1880
MELBOURNE VIC 3001
You can expect a response within seven working days. If a response is likely to take longer than seven days, you’ll be contacted with a revised time frame.
If you’re not satisfied with our response, you can refer your concern to:
Public Transport Ombudsman
|Phone:||1800 466 865|
|Mail:||P.O. Box 538
Collins Street West
MELBOURNE VIC 8007
Public Transport Victoria Customer Advocate
Alternatively, freecall 1800 800 007, by online feedback form at http://feedback.ptv.vic.gov.au/feedback_2.aspx, or in writing to: Customer Advocate, Public Transport Victoria, PO Box 4724, Melbourne Vic 3001. Please ensure that you provide your case reference number for administrative purposes. Further details are available at www.ptv.vic.gov.au.
Trauma Support Service
If you’ve been involved in an incident as a passenger or pedestrian, witnessed or assisted at the scene of an incident, or are affected as a family member, click here for further information.
If you’ve accidently lost something while travelling with us, contact our Lost Property office and we’ll do everything we can to find it and return it. Call +61 3 9610 7512 between 8am to 5pm weekdays.
Doing business with Metro
If you’re a supplier, contractor or business partner, contact Metro HQ for all business enquiries.
|Phone enquiries:||+61 3 9610 2400 (Operating hours: 8am to 5.30pm)|
|Postal address:||GPO Box 1880 MELBOURNE VIC 3001|
|Delivery address:||Level 16, 700 Collins Street, Docklands VIC 3008|
|Document portal:||Document portal or https://documentportal.metrotrains.com.au|
Access to Metro Rail Network – Metro Site Access
If you require access to Metro’s Rail Network, you can find out more information about this at our Metro Site Access section of our website.
Working for Metro
If you’re looking for a job with Metro, visit the Careers section of our website and search for current vacancies or set up a Job Alert which will notify you of any jobs which might be of interest.
Filming & Photography at stations
Interested in filming or photographing inside a Metro station? Find out all you need to know about Filming and Photography at stations.
Metro Environment & Sustainability Policy
Community Education Unit (CEU)
The Metro Community Education Unit (CEU) proactively engages with schools and community groups to teach and promote safe train travel. Their objective is to proactively engage school groups to advise on safe utilisation of public transport and the expected standards of behaviour. Click here for more details and to find out how to secure a presentation.
Metro Electric Line Clearance Plan and Bushfire Mitigation Plan
In compliance to the Electricity Safety Act, Metro’s Bushfire Mitigation Plan and Electrical Line Clearance Plans are available on request.
Advertising With Metro
Advertising (small format), station activation/immersion and sampling:
Adshel – 02 9921 9600
Email – email@example.com
Internal Train advertising
S&J Media – 03 9867 1022
External Train advertising
Torch Media – 02 8404 3900,
Large Format advertising
APN Outdoor – 03 8866 5200