What will Transport Focus do with my complaint?
If you are unhappy with the way the rail industry has handled your complaint, or you are unhappy with the outcome, we may be able to help. We will review your case and decide if we can escalate your complaint with the rail company. We describe this as an ‘appeal complaint’.
We have a team of seven staff which handles passenger complaints and escalates issues with train operators. Our senior advisors will negotiate with the company, seeking the best possible outcome for your case, based on the merits of your complaint. Wherever possible your complaint will be dealt with by the same advisor throughout.
Complaints and advice