Pacific National is committed to responding to community feedback and complaints and has an established and robust response process to ensure all enquiries are responded to in a timely manner.
Complaints can be lodged with us directly via the web form or the telephone complaints line. Notice of complaints are also received via the rail network provider or the regulator.
All complaints are recorded in Pacific National’s incident reporting system and assigned to a responsible manager for investigation as per our Community Complaints Procedure. This system provides us with greater visibility on the nature of community complaints, which ensures that resources are allocated to the areas of greatest community concern.
