Who's who in Victoria's public transport network

This webpage provides an overview of the various organisations involved in the operation, maintenance and development of Victoria's public transport network.

Information on this page

• Department of Transport
• Public transport operators
• Public transport information and promotion - Metlink
• Public Transport Ombudsman
• Railway infrastructure and assets - VicTrack
• Train and tram line maintenance
• Rolling stock

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Department of Transport

The Department of Transport is the lead agency responsible for the development and management of the public transport network in Victoria. Its responsibilities are divided amongst several divisions and authorities.

Public Transport Division	The Public Transport Division is responsible for coordinating and monitoring passenger bus, train and tram services in Victoria. It is also the regulatory authority for the taxi, hire car and tow truck industries through the Victorian Taxi Directorate.
Infrastructure Projects Division	The Infrastructure Projects Division is responsible for developing and delivering major rail infrastructure projects in Victoria.
Office of the Chief Investigator	The Chief Investigator's principal function is to investigate public transport and marine safety matters, and to report results to the Minister for Public Transport and the Minister for Roads and Ports.
Public Transport Safety Victoria	Public Transport Safety Victoria is the State's rail and bus safety regulator. Its responsibilities include providing accreditation for bus, train and tram operators.
Transport Ticketing Authority	The Transport Ticketing Authority has the dual role of overseeing Victoria’s current public transport ticketing system contract as well as procuring and managing the new ticketing system for Victoria.
VicRoads	VicRoads is the registered business name of Victoria's Roads Corporation. Its responsibilities include delivering projects which assist road-based public transport services such as buses and trams.

See also Minister for Public Transport.

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Public transport operators

Melbourne and regional buses	Private companies are contracted to the State Government to provide metropolitan route buses, regional town services, school buses and the metropolitan NightRider service.
Melbourne suburban trains	The State Government has a contract with the private company, Connex, to operate train services on the metropolitan suburban network.
Regional trains and intertown coaches	V/Line operates a network of passenger trains and intertown coach services within Victoria. V/Line is owned by the V/Line Passenger Corporation which is a Government statutory authority.
Melbourne trams	Yarra Trams is contracted to the State Government to provide tram services in Melbourne.
Ferry	The Public Transport Division is also responsible for managing the contract for a timetabled ferry service in Western Port Bay. Inter Island Ferries has a ten year contract to operate the service from Stony Point to French Island and Cowes on Phillip Island.

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Public transport information and promotion - Metlink

Metlink is a private, not-for-profit organisation co-owned by Melbourne's train and tram operators: Connex trains and Yarra Trams. Its stakeholders also include the Director of Public Transport, V/Line Passenger and all metropolitan and regional bus operators through the Bus Association Victoria.

Metlink has a contract with the State Government to provide services across the public transport network such as marketing and customer information, a call centre, the Metlink and Viclink websites and collecting ticket revenue.

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Public Transport Ombudsman

The Public Transport Ombudsman hears complaints about passenger train, tram and bus operators, and Metlink relating to matters such as:

• failure to provide services
• fares and ticketing
• conduct or behaviour of staff members
• use of public transport land or premises.

In the first instance, all complaints should be directed to Metlink. Metlink will either respond to the complaint directly or forward the complaint to the relevant transport operator. If a satisfactory solution cannot be found, people can bring the complaint to the Public Transport Ombudsman. There is no charge for having a complaint investigated.

Contact details for the Ombudsman are available from the website: www.ptovic.com.au

The Victorian Ombudsman retains power to investigate the actions of Authorised Officers (ticket inspectors) because, although they are employees of the private operators, they exercise a legislative power.

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Railway infrastructure and assets - VicTrack

VicTrack is a Victorian Government business enterprise established to own land and infrastructure used for the public train and tram services and to ensure the maintenance of that land and infrastructure. This includes infrastructure with a heritage classification. Its assets include:

• Land and interests in the land (this includes air space above the land)
• Track
• Signals
• Buildings and structures
• Overhead wiring
• Power substations
• Communications networks
• Communications base stations.

VicTrack also owns the majority of rollingstock (trains and trams) that operate on the Melbourne suburban system.

Contact details for VicTrack are available from the website: www.victrack.com.au

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Train and tram line maintenance

Melbourne suburban train network	Connex is responsible for the maintenance of the electrified suburban train network in Melbourne. This responsibility is contracted to Mainco, a subsidiary of the United Group. Connex also operates Metrol which is the train control centre for all train and track vehicle movements over the electrified metropolitan rail network.
Melbourne tram network	Yarra Trams is responsible for maintaining the tram network in Melbourne. This includes tram lines and tram stops.
Intrastate train network	V/Line Passenger is responsible for maintaining the Victorian intrastate train network including both the freight-only and regional passenger networks. This includes some non-electrified, broad gauge freight-only lines in and around Melbourne including the Port of Melbourne. V/Line also operates Centrol which is the train control centre for all train and track vehicle movements over the non-electrified intrastate rail network. Note: Responsibility for the intrastate rail network was transferred from Pacific National Pty Ltd on 7 May 2007.
Interstate train lines	The Australian Rail Track Corporation is responsible for the maintenance of the Victorian interstate rail lines. This includes the lines that run from Southern Cross Station to Albury (NSW) and from Tottenham Junction to Wolseley (South Australia).

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Rolling stock

Melbourne suburban trains	Connex is responsible for maintaining the metropolitan electrified train fleet. This responsibility is outsourced to two companies: United Melbourne Transport Ltd, a subsidiary of the United Group, looks after the X'Trapolis trains built by Alstom and the older trains (Hitachi and Comeng) in the fleet Siemens looks after the remainder of the new train fleet
Melbourne trams	Yarra Trams is responsible for maintaining the tram fleet and directly looks after older trams in the fleet. Responsibility for maintaining the new low floor trams has been outsourced to two companies: Siemens for the Combino trams United Group for the Citadis trams that were supplied by Alstom.
Regional trains	V/Line is responsible for maintaining the country passenger train fleet. This maintenance is outsourced to two companies: Bombardier looks after the new VLocity trains EDI maintains the rest of the fleet.