Complaint Handling Policy

Making Right, Any Wrongs

It happens. Sometimes, things just don’t go to plan, and we may not be able to provide the level of service we promised.

We really want to know if we fall short of your expectations. We promise to look into your complaint and work with you to resolve the issue, regardless of who is responsible. If it turns out we were at fault, then we’ll tell you what went wrong and why.

We have designed an easily accessible Customer Feedback Form that allows you to get answers if you are not satisfied with our service. Your comments help us to identify what we need to do better so that we can take action to improve our service in the future.

Complaint Handling Policy

Our Complaint Handling Policy provides a clear overview of our customer complaints process, and what you can expect from us after you submit a complaint, our target response times and details of who you can escalate your complaint to if you are not satisfied with our response.

You can download our Complaints Handling Policy in full by clicking on the below link.

Responding To Complaints

For written complaints submitted via our Customer Feedback Form we aim to respond within a period not exceeding 15 days of receipt. If we need more time to investigate a complaint or check information, we’ll let you know within seven working days.

Escalating Your Complaint To The Transport General Authority

If you are unhappy with our first response and contact us again about it, a manager will review your complaint. After the second response, if you remain unhappy in relation to your complaint, you are able to contact us again or contact the Transport General Authority (TGA).

The TGA is a government body set up to protect rail users’ interests. The organisation is able to review your complaint and make representation to us on your behalf. Complaints to the TGA should be made by clicking on the link below.