Customer service
charter
as part of V/Line – Customer service charter
brochure
Quick links:
Welcome
to V/Line
Customer Commandments
Our services
Performance
Our compensation code
Keeping you informed
Travelling information
Accessibility
Encouraging feedback
On-train consultation
Public Transport Ombudsman
How to contact us
Welcome to V/Line
V/Line is committed to providing high
quality transport services to people travelling to and from Victorian regional
communities.
Our aim is to ensure our customers
travel safely, comfortably and conveniently to their destination of
choice, at the times they want to travel.
Major investment in trains, tracks and
signaling systems, and a new and improved timetable, has provided the tools
required for a modern and customer-oriented rail operation.
V/Line’s challenge is to ensure we
use these tools effectively and efficiently to deliver the services that our
customers have told us they want.
This charter provides an overview of
the services we provide, the standards of service you should expect when
travelling with V/Line, how those standards will be measured, and what you can
do if we don’t live up to your expectations.
We genuinely want to hear your views
on how we perform – both good and bad – so that we can continue to improve.
This charter explains how to get your message through to us, and what to do if
you’re not satisfied with our response.
V/Line is proud to be an integral part
of the Victorian regional community and we look forward to welcoming you the
next time you choose to travel with us.
Rob Barnett
Chief Executive Officer