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:

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 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
• The conduct of staff, including Authorised Officers and complaint handling staff.

LODGING YOUR CASE WITH THE PUBLIC TRANSPORT OMBUDSMAN
Free Call: 1800 466 865
enquiries@ptovic.com.au
www.ptovic.com.au
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

The lost property office at Flinders Street Station is open between 8am – 5pm with our team reuniting owners with their lost property.  Passengers should direct all lost property queries to lost.found@metrotrains.com.au or call (03) 9610 7512.

Permits and Station Access

If you require access to Metro’s Rail Network, you can find out more here 

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 2023-2024
Click here to download the Metro Electric Line Clearance Plan 2022 -2023

Advertising With Metro

Advertising (small format), station activation/immersion and sampling:
OOh!media – 02 9927 5555
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
sales@torchmedia.com.au
www.torchmedia.com.au

Large Format advertising
JCDecaux – 03 8866 5200
www.jcdecaux.com.au

Local Area Marketing signage
www.captivevision.com.au
sald@captivevision.com.au
+61 401 646 746