V/Line uses various social media platforms to keep customers informed about disruptions, events and information happening around network. We encourage our passengers to get onboard and connect with us via these platforms.
We use each of our social media platforms differently, to share information as described below:
- Twitter – used for “real-time” delay and unplanned/planned disruptions information. Alternatively, customers can visit vline.com.au for up to the minute delay and disruption updates if they do not have access to Twitter.
- Facebook – used for planned disruption and special events information.
- Instagram – used to share images and highlights from across the network.
Our Twitter and Facebook platforms also provide a way for customers to interact with us regarding travel questions in relation to planned and unplanned disruption information, or to provide feedback in relation to our services, assets and performance.
For feedback or questions requiring a more formal response, customers should contact V/Line’s
Customer Relations team.
To maintain a safe and welcoming environment for all when using any of our social media platforms, all content posted will be moderated. Any post that is deemed to be abusive, aggressive, defamatory, encouraging of harm, offensive, political, slanderous, or threatening, will be deleted and users will have all accounts immediately blocked from all platforms.
Whilst all content is moderated, unfortunately we cannot guarantee replies to every individual message we receive via social media. For general travel information, we encourage customers to speak with a V/Line team member or contact PTV on 1800 800 007.
Emergencies:
If there is a serious incident or emergency on a V/Line train, coach or at a station, please inform the conductor, coach driver or station staff immediately. Alternatively, notify emergency services on 000 and quote the specific service or station details (include destination and nearest station if applicable).
House Rules:
We welcome and encourage our passengers to follow our official V/Line social channels. We want to build a healthy and engaged community, but we do expect that commentary will be adhere to our guidelines or ‘House Rules’.
V/Line personnel – as owners of our official social channels – reserve the right to delete or remove comments or posts that are deemed unacceptable and users breaking these rules risk having their accounts blocked from all social media platforms.
Examples of this unacceptable posts includes, but is not strictly limited to:
- rude, disrespectful, abusive, threatening, obscene or inflammatory posts or comments
- unlawful or fraudulent material
- statements which may be considered bullying or harassment, as well as discriminatory material;
- any content/comments of a sexual nature;
- material that may breach applicable laws (e.g., privacy, trademarks etc.)
- unauthorised content that promotes or endorses services or products not posted/approved by page admin personnel or relevant to the post/thread/page.
While we endeavour to moderate our social channels during our hours of operation, we accept no responsibility for content posted by any third-party that breaches our House Rules.
We recognise that social media is accessed at all hours and welcome your comments at any time. However, V/Line’s social media channels are managed and monitored at the discretion of our team and it may not be possible for us to respond to all enquiries.
Please remember to protect your privacy online and do not include personal information (such as email, address or phone number) in public comments on our social channels.