Customer Feedback

At Connex, we're committed to providing our customers with an improved level of service. Our vision is to deliver a safe, reliable, clean and responsive travel experience. Your feedback plays a vital role in monitoring and improving our service standards. If our service doesn't meet your expectations, we want to hear about it. Before contacting us, you may want to review our Frequently Asked Questions. We've grouped our FAQs together to make it easy for you.

If the information in our FAQs doesn't address your specific enquiry/issue, please refer to one of the following: To contact us:

1. Talk to our station staff
2. Call our Customer Feedback line on 1800 800 705
3. Send a letter to:
   Customer Feedback
   Connex Melbourne Pty Ltd
   GPO Box 5092BB
   Melbourne 3001
4. Complete the Customer Feedback form online:

We aim to respond to your feedback within 7 working days from the date of receipt. If this is not possible, the response may be an acknowledgement and we will keep you informed of our progress, with a commitment to fully respond within a certain timeframe.

Feedback Data

Your feedback is an important tool, which in addition to customer surveys and performance data, assists us in determining where we need to improve on the service we provide.

Weekly Report
A detailed customer feedback report and defined action plan is discussed and reviewed by our Executive Management team on a weekly basis.
The analysis conducted on the issues raised is used to develop a range of process improvements, initiatives and special projects throughout our rail network, within the scope of our franchise agreement with the State Government.

Quarterly Report
In addition, under the terms of the Metlink Services Agreement, a quarterly Customer Feedback report is compiled and presented to all Operators within the Public Transport Industry, inclusive of the Department Of Transport and Public Transport Ombudsman's office. This report includes issue trend analysis and an outline of initiatives in place to address.

Initiatives

Some examples of initiatives implemented as a result of customer feedback received are as follows:

• Travelling with Prams and Toddlers brochure.
• Interchange Bus Stops at Frankston, Ringwood and Broadmeadows, where there is substantial patronage movement between buses and trains.
• Passenger Information Display Screens have been installed at these bus stops that provide real-time information as to when the next train is due to arrive. This allows the bus driver to make an informed decision to wait for the service and allow passengers to make their connection.
• On board Emergency Assist Button messages to explain the use of this facility.
• Mind the Gap posters displayed at stations to remind customers to exercise caution when boarding/disembarking services.
• SMS Updates advertising campaign to promote customer awareness of this service, which provides notification of updates to services via text messages.
• Recruitment of a dedicated team of Customer Communications Officers based at our Metrol control room, to improve on the volume, quality, speed and accuracy of station and on board announcements/information to our customers.

Feedback Form  

Our Response

If your concern isn’t resolved to your satisfaction, please let us know and we will arrange to have it reviewed by our Manager, Customer Feedback.

Should the outcome of our review not meet your expectations, you are able to refer your concern to the Public Transport Ombudsman (Victoria).  Contact details are as follows:

Mail:                        Public Transport Ombudsman (Victoria)

                                PO Box 538

                                Collins Street West VIC 8007

Telephone:           1800 466 865 or 8623 2111

                                (8.30am-5pm Monday-Friday)

TTY:                        1800 809 623

Fax:                         8623 2100

Website:                www.ptovic.com.au