Customer
commandments
as part of V/Line – Customer service
charter brochure
We have carried out extensive research
with our customers to confirm what’s important to them when travelling with
V/Line. From this research, we have developed the V/Line Customer
Commandments:
Service delivery/performance
“V/Line provides reliable service that
gets me where I want to go when I want to get there.”
Information
“V/Line provides accurate and timely
information about my travel requirements.”
Staff services
“V/Line staff (including service centre,
on system staff and V/Line agents) provide friendly personal service and the
information I need to make my journey enjoyable.”
Cleanliness
“V/Line facilities are clean.”
Access, ease & convenience
“V/Line services are easy, accessible
and convenient to use.”
Comfort
“The V/Line travel experience is
comfortable.”
Safety
“I feel safe when travelling with
V/Line.”
Products/ticketing
“V/Line has the range of tickets which
meets my needs and at a price point which is competitive.”
These commandments are the foundation
for everything we do to deliver services to our customers.