Feedback and complaints
Complaints are welcome. They tell us what to fix. Anyone can make one: a passenger, an NDIS participant, a family member, carer or advocate, a school, a program, a worker, or a member of the public. You can complain anonymously if you prefer, and making a complaint will never affect the service you receive.
This page is for every service we run: school transport, charters and tours, airport transfers, rail replacement and NDIS transport.
How to contact us
If someone is in danger right now, call 000.
Phone Operations
03 9333 6564 (24 hours for emergencies)
Email
Post
Skylight Bus Lines, 16 Somerton Park Drive, Campbellfield VIC 3061
In person
Tell any driver, supervisor or office staff member, or ask them to write it down for you.
Interpreter: call TIS National on 131 450. Hearing or speech impairment: National Relay Service, 133 677, and ask for 03 9333 6564. We can provide this page in large print or easy-read on request, and we can help you put your complaint in writing.
What happens next
- We acknowledge your complaint within 2 business days.
- We look into it fairly and in confidence, and we check straight away whether anyone's safety is at risk.
- We aim to resolve it within 21 days, and we keep you informed if it takes longer.
- We tell you in writing what we found, what we will do, and how to ask for a review by the Managing Director.
You can also go to an independent body
You can also contact the NDIS Commission
If your complaint is about NDIS supports, you can contact the NDIS Quality and Safeguards Commission at any time, whether or not you have raised it with us first.
- Phone:
- 1800 035 544 (free call from landlines)
- Website:
- www.ndiscommission.gov.au
- National Relay Service:
- 133 677, and ask for 1800 035 544
Free, independent advocacy is also available. Ask us and we will help you find an advocate.
Our other services
If you are not happy with how we have handled a complaint about school transport, a charter, a tour, an airport transfer or rail replacement, you can ask the Managing Director to review it. You can also contact:
- A bus safety concern, at any time: Safe Transport Victoria, which accredits us as a bus operator (accreditation AO1724), takes complaints and reports about bus operators online.
- A booking, a payment or another consumer issue: Consumer Affairs Victoria, 1300 55 81 81 (9am to 5pm, Monday to Friday), or online, once you have tried to sort it out with us.
- How we handled your personal information: tell us through this page or at [email protected]. If you are not satisfied with our answer, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
Give feedback or make a complaint online
Every field except your message is optional. If you leave your details blank, the complaint is anonymous.