Our
compensation code
as part of V/Line – Customer service
charter brochure
While V/Line always aims to achieve our
performance targets, with around 8000 services every month covering more than
one million kilometres, delays and disruptions can occur from time to time.
For example, extreme weather or power failures can affect our services.
We will fix unplanned disruptions as
quickly as possible. However, if our average monthly performance falls below
the thresholds set out above, we will provide compensation in the form of
complimentary travel tickets to affected customers who hold valid periodical
tickets of four weeks or more.
Compensation in the form of
complimentary tickets may also be available to any V/Line customer who
experiences severe delay as a result of our action or inaction. Each case will
be judged on its merits and all claims will be considered promptly and fairly.
All compensation claims must be made in
writing to:
Customer Relations
Reply Paid 5343
Melbourne Vic 8060
or by using pre-paid comment forms
available from V/Line staffed stations.
Before compensation will be considered
customers are required to show proof of travel by submitting their valid V/Line
ticket.