Compensation
The Department of Transport sets minimum monthly reliability and punctuality targets for V/Line to meet.
Our monthly 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 commuter tickets of four weeks or more.
Compensation offeredComplimentary tickets may also be available to V/Line passengers who experience a delay of 60 minutes or more.
How to make a claimAll compensation claims must be made in writing to:
Customer Relations
Reply Paid 5343
Melbourne VIC 8060
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. We are unable to accept claims online or via email.
Remember to enclose your expired monthly, six monthly or yearly ticket or a photocopy of both sides of the ticket if you are still using it.
Claims for compensation must be made up to 60 days from the issue of the V/Line performance results which are available within 10 working days of the start of each month at vline.com.au/performance
Myki
Myki pass compensation claims are required to meet the following eligibility criteria:
- myki pass must be valid for 28 days or more
- myki pass must record at least 10 days in which the pass has been touched on and off on V/Line services
- valid myki pass number.
For details about myki, please see the myki website.
Not satisfied with our response?We aim to provide a prompt reasonable response to all customer feedback. If you are not satisfied with our response to our feedback youcan contact the Public Transport Ombudsman at:
Phone: (03) 8623 2111 / 1800 466 865 / TTY 1800 809 623
8.30am to 5.00pm, Monday - Friday
Fax: (03) 8623 2100
Email: enquiries@ptovic.com.au
Mail: Public Transport Ombudsman
PO Box 538
Collins Street West
MELBOURNE VIC 8007
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