Compensation
V/Line works to achieve a
high standard of service and our performance against these standards is closely
monitored.
Targets
Our monthly performance targets are:
- At least 96 out of every
100 services run.
- At least 92 out of every
100 short haul services arrive within five minutes of their scheduled
times.
- At least 92 out of every
100 long haul services arrive within ten minutes of their scheduled
times.
Where we fail to meet these
targets, we will provide compensation (a complimentary V/Line travel ticket) to
affected V/Line passengers who hold periodical tickets of four weeks or more.
Compensation offered
Complimentary tickets may also be available to V/Line passengers who experience
a severe delay as a direct result of our action or inaction. Each case will be
judged on its merits.
Making a claim
All compensation claims must be made in writing to:
Customer
Relations
Reply
Paid 5343
Melbourne VIC 3000
You can also use pre-paid
comment forms that are available from staffed V/Line stations.
Passengers are required to
show proof of travel by submitting their valid ticket before compensation will
be considered. For this reason we are unable to accept claims online or via
email.
All compensation claims for
personal injury and damage to personal property will be handled by V/Line’s
insurers.
If you’re not satisfied with our response
We aim to provide a prompt, reasonable response to all customer feedback. If
passengers are not satisfied with the response to their feedback from V/Line,
they are encouraged to contact the Public Transport Ombudsman:
Phone: (03) 8623 2111 / 1800 466 865 / TTY 1800
809 623
8.30am to 5 pm, Monday to Friday
Fax: (03) 8623 2100
Online: Complaint form
Email: enquiries@ptovic.com.au
Mail: Public Transport Ombudsman
PO Box 538
Collins Street West
MELBOURNE VIC 8007