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:
1800 800 007 – 6am to midnight daily (all night on Fridays & Saturdays)
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 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
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
Please Note: For information regarding access to the Metro Rail Network, or working on or adjacent to, the Metro Rail Corridor/Lease, refer to the Metro Site Access webpage by clicking here
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.
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 firstname.lastname@example.org or call (03) 9610 7512.
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 here.
Please Note: If you have a query that is not related to site access or working on or adjacent to the Metro Rail Network, refer to the ‘Customer Feedback and Travel Information’ section above.
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 2019-22.
Click here to download the Metro Electric Line Clearance Plan 2021 -2024.
Advertising With Metro
Advertising (small format), station activation/immersion and sampling:
OOh!media – 02 9927 5555
Internal Train advertising
S&J Media – 03 9867 1022
Large Format advertising
JCDecaux – 03 8866 5200