Had an issue with Transperth? Get a real response.
How to submit a complaint with Transperth
Transperth — operated by the Public Transport Authority of Western Australia (PTA) — accepts complaints, compliments and suggestions through several channels. Have your trip details ready (date, time, route, station, SmartRider number) so your case can be investigated quickly.
Online Feedback Form (Recommended)
- Open the Transperth feedback form and choose feedback type, subject and category.
- Enter incident details: date, time, location, train line, bus route or station.
- Add a clear description (up to 3,900 characters), complete the CAPTCHA and submit.
- Transperth aims to respond within 5 business days.
Phone — InfoLine
- Call the Transperth contact number 13 62 13, available 7 days a week.
- Best for urgent issues, SmartRider problems, Transperth lost property enquiries and general questions.
- Ask for a written reference number so you can follow up.
- Send complaints, screenshots or receipts to enquiries@transperth.wa.gov.au.
- Recommended when you need to attach photos, payment errors or fare evidence.
In Person at a Transperth InfoCentre
- Visit a staffed Transperth InfoCentre at Perth Busport, Perth Train Station, Esplanade Busport, Elizabeth Quay or Mandurah.
- Bring ID and any SmartRider card involved to speed up identification.
Infringement Appeals (Separate Process)
- Use the dedicated Transperth infringement appeal form for fines and parking notices.
- You have 28 days from the infringement date to pay or appeal before late fees apply.
Tip: Anonymous feedback is accepted (use dashes in required fields), but you will not receive a response.
Transperth manages cases under the PTA Customer Service Charter. Once your complaint is logged, it's routed to the relevant operational team and investigated against staff records, CCTV and SmartRider data.
- Acknowledgement: Email confirmation with a reference number once the complaint is lodged.
- Assignment: Your case is routed to Transperth Train Operations, Transperth Bus, SmartRider, Transit Officers, or a contracted operator (Path Transit, Transdev, Swan Transit).
- Investigation: Staff review CCTV, driver logs, SmartRider tap data or dispatch records where relevant.
- Written response: Most complaints receive a written reply within 5 business days; complex matters (safety, staff conduct) take longer with progress updates.
- Resolution options: Apology, service fix, fare refund, SmartRider adjustment, staff training follow-up, or withdrawn infringement.
- Charter commitments: Safe, reliable services; respectful staff conduct; clean vehicles; accurate information through InfoLine and staff.
Quote your reference number when calling 13 62 13 for a progress update.
Common complaints against Transperth
Service Delays and Cancellations
- Peak-hour train delays, bus cancellations and track-work disruptions, especially on the Mandurah and Joondalup lines.
- Driver shortages causing last-minute route cancellations.
Overcrowding
- Standing-room-only conditions on popular bus routes and rush-hour trains.
- Passengers occasionally unable to board full services.
SmartRider Issues
- Incorrect fare charges, failed auto-loads, and top-up machine errors.
- Balance transfers after a lost card can take up to 7 days.
Transit Officer Infringements
- Fines issued for tag-on/tag-off errors and disputed fare evasion.
- Parking infringements at station car parks, often contested on appeal.
Customer Service Experience
- Long InfoLine wait times and inconsistent responses across channels.
- Having to travel to a specific depot to retrieve lost items.
App and Website Problems
- Real-time tracking glitches and journey planner inaccuracies.
- Slow load times on the Transperth app, though many issues have been patched in recent updates.
Bus Route Changes
- Complaints following the 2024 PTA service review — reduced frequency or re-routed services in affected suburbs.
Cleanliness and Safety
- Occasional reports of vandalism, anti-social behaviour or poor cleaning on vehicles and at stations.
Accessibility Concerns
- Lift outages at stations and boarding difficulties for passengers with mobility aids or prams.
Transperth complaints submitted through Ajust
How other consumers Transperth complaints got resolved
Lost Driver's Licence Returned After Depot Visit
A commuter left their licence on a bus and was directed to the Karrinyup depot, taking over three hours round-trip via train and two buses. Calling the InfoLine first can confirm the item's location and arrange transfer to the Perth Busport Lost and Found Office.
Tip: Always call 13 62 13 before travelling to a depot to collect lost property.
Infringement Late Fee Waived After Website Error
A customer received a parking fine at a station car park but hit a system error when paying online, then received a Final Notice with a late fee. They appealed online with a screenshot of the error, and the late fee was waived and the original fine reduced.
Tip: Screenshot any payment error immediately and attach it to your infringement appeal.
SmartRider Balance Fast-Tracked After Written Complaint
After losing a SmartRider card, a customer was told the balance transfer would take up to 7 days and auto-load changes required an in-person station visit. A written complaint through the feedback form led to a reply within 5 business days and a fast-tracked balance transfer to the new card.
Tip: Submit SmartRider complaints through the online form rather than by phone for a clear paper trail.
If the initial response doesn't resolve the issue, use this ladder to escalate inside the PTA before going external.
Step 1 — Request an Internal Review
- Reply to the original response email quoting your reference number.
- Explain why the outcome is unsatisfactory and ask for a senior officer or manager to review.
Step 2 — Escalate to PTA Customer Service Management
- Write to the PTA via the PTA Contact Us page.
- Mail: Public Transport Authority, Public Transport Centre, West Parade, Perth WA 6000.
Step 3 — Transport WA Feedback
- For broader transport issues (DoTDirect, licensing, marine), use the Transport WA general feedback form.
Step 4 — External Escalation
- If PTA's review still doesn't resolve the matter, escalate to the WA Ombudsman or the relevant regulator listed below.
Tip: Keep every reference number, email reply and date-stamped phone note — escalations move faster with a clear paper trail. You can also lodge a refund or fare adjustment request in parallel if your complaint involves a SmartRider or ticket charge.
- Ombudsman Western Australia: Primary external escalation for PTA and Transperth complaints. Freecall 1800 117 000, phone (08) 9220 7555, email mail@ombudsman.wa.gov.au, post PO Box Z5386, St Georges Terrace, Perth WA 6831. Complaints must relate to an administrative decision, affect you personally, be lodged within 12 months, and not be before a court or tribunal.
- Fines Enforcement Registry WA: For unpaid or disputed Transperth infringements after the appeal process.
- Consumer Protection WA: For service-related consumer disputes. Phone 1300 30 40 54.
- Equal Opportunity Commission WA: For discrimination complaints involving Transperth staff or services.
- Australian Human Rights Commission: For complaints involving federal discrimination law. Phone 1300 656 419.
- Transperth Contact Us Hub: Central page for all complaint and enquiry channels.
- Transperth Lost Property: Report and track items left on buses, trains or ferries.
- SmartRider FAQs: Help for fare, auto-load and balance transfer issues before lodging a complaint.
- InfoLine — 13 62 13: Seven-day phone line for urgent complaints and status updates.
- Email — enquiries@transperth.wa.gov.au: Best channel when attaching photos or receipts.
Transperth Complaints FAQs
How long does Transperth take to respond to a complaint?
Transperth aims to respond to most complaints within 5 business days of lodgement through the online feedback form. Complex matters involving safety concerns, staff conduct or CCTV reviews take longer, but you should receive progress updates along the way. Quote your reference number when calling 13 62 13 to check status faster.
Can I get a refund on my SmartRider if Transperth overcharged me?
Yes, you can request a SmartRider fare adjustment or refund from Transperth through the online feedback form at transperth.wa.gov.au or by emailing enquiries@transperth.wa.gov.au. Attach your SmartRider number, tap-on and tap-off times, and any receipts. A written trail speeds up investigation and lets staff review your tap data directly against the disputed charge.
What if Transperth rejects my infringement appeal?
If Transperth rejects your infringement appeal, you can escalate to the PTA Customer Service Management team or lodge a complaint with the Ombudsman Western Australia on 1800 117 000. Keep your appeal reference, rejection letter and any payment-error screenshots. Unpaid fines move to the Fines Enforcement Registry WA, so act before the 28-day window closes.
Do I need to go to a depot to collect lost property from Transperth?
No, you don't always need to visit a depot — call the Transperth InfoLine on 13 62 13 first to locate your item. Staff can often arrange transfer to the Perth Busport Lost and Found Office, saving hours of travel. Have your trip date, route number and a description of the item ready when you call.
You’ve done your part, now it’s time to hold Transperth accountable.
Take the final step and submit a complaint that gets seen and responded to.