Contact Us

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)
Email: Click here
Website: www.metrotrains.com.au
Postal address: Metro Trains Melbourne
Customer Feedback
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

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
  • 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

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.


Lost Property

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

You can find more information on doing business with Metro here.


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.

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.


Student Enquiries

Detailed public transport information is available on the Public Transport Victoria and Transport for Victoria websites. Metro is unable to facilitate media or information requests from students.


Metro Environment & Sustainability Policy

Click here to download the 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.

Click here to download the Metro Bushfire Mitigation Plan 2018-21.

Click here to download the Metro Electric Line Clearance Plan 2017-20.


Advertising With Metro

Advertising (small format), station activation/immersion and sampling:

OOh!media – 02 9927 5555

Email: contact@commute.oohmedia.com.au

Internal Train advertising

S&J Media – 03 9867 1022

www.sjmediagroup.com.au

External Train advertising 

Torch Media – 02 8404 3900,

Email: sales@torchmedia.com.au

www.torchmedia.com.au

Large Format advertising

APN Outdoor – 03 8866 5200

www.apnoutdoor.com.au

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