❓ Hon Steve Martin asks the Minister for Transport about the number of complaints recorded in the PTA's Complaint Handling System over the past four financial years. The answer provides the percentage of substantiated complaints out of total enquiries for 2024-25.
AnsweredQoN 810Legislative Council
QuestionView source ↗
I refer to the Public Transport Authority's (PTA) Complaints Handling Policy, and I ask: (a) noting that Section 5.2 "Making complaints" outlines a variety of points of contact that individuals may use to make complaints, including the PTA InfoLine, various internet forms, and by letter, and that Section 5.4 also says, "All Complaints must be recorded into the PTA's centralised Complaint Handling System", how many complaints were recorded into the Complaint Handling System in each of the following years: (i) 2024-25; (ii) 2023-24; (iii) 2022-23; and (iv) 2021-22?
AnswerView source ↗
Answered
2 December 2025
Responded by
Parliamentary Secretary to the Minister for Transport
Response time
7 days
(a) Of 644,985 enquiries received in 2024-25, only 1.77% were substantiated complaints.
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