Puffing Billy Railway values your feedback. It helps us better understand your experience and ensure we can make future visits even more enjoyable.

Whether it’s a suggestion, recommendation, complaint, or compliment, your feedback is welcome here and treated objectively, and with complete confidentiality.

PROVIDING YOUR FEEDBACK

Feedback can be received across a range of topics, including:

·       Satisfaction or appreciation of a service provided

·       Dissatisfaction that your expectations were not met while visiting the railway

·       The behaviour and / or actions of Puffing Billy Railway employees and / or volunteers

Please provide your feedback as soon as possible and with as much detail as possible, including the order of events, where there is an incident that needs to be reported, so that we can properly investigate and take any necessary action.

SUBMIT YOUR FEEDBACK

  • Online

    Open online feedback form

  • By phone

    03 9757 0700

  • In writing

    c/o Safety Department
    Puffing Billy Railway
    PO Box 451
    Belgrave VIC 3160

  • In person

    Puffing Billy Railway - Belgrave Station Booking Office Window
    1 Old Monbulk Road
    Belgrave VIC 3160

WHAT HAPPENS TO YOUR FEEDBACK

Once your feedback is received, it is assessed for action and sent to the relevant service department for resolution. We will acknowledge your feedback within 5 working days and aim to respond within 15 working days.

If the information or issues raised in your feedback submission are considered more complex or involve a human rights complaint, a more detailed investigation will be required and may include the involvement of Victoria Police or the Department of Health. Complex issues may take up to 45 working days and we will keep you informed of progress, as needed.

FURTHER ACTION

If you are dissatisfied with the outcome of your feedback, you can request an internal review.

An internal review will be conducted by an officer who has had no substantive dealing with the feedback and is of equal or greater seniority to the original decision maker. They will review the process and the facts of the original decision or action and decide if it was correct. An internal review does not generally involve a reinvestigation of the complaint.

We aim to complete the review within 20 working days.

If you are still not satisfied with the outcome of the internal review, you may request an external review from the Victorian Ombudsman.

PRIVACY

All feedback is handled in accordance with the Emerald Tourist Railway Board’s Privacy Policy.