| Customer Issues | V/Line's responses |
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- Customers would like to receive more information about delays or cancellations both via station and on train announcements.
| A new position has been created called the Customer Communications Coordinator. This position is responsible for initiating timely, accurate and regular communications between all station and operational areas, with specific focus on information flow during disruptions, incidents and service alterations. MyLine was launched in February and includes social media, customer consultations, feedback, mobile web and CEO online consultations. For more information visit vline.com.au
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- Customers boarding at Metro Stations report announcements not always being made.
| - The new customer Communications Coordinator is working closely with Metro to improve announcements made at these stations.
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| - Authorised Officers patrol the V/Line train network and can be deployed to specific services based on reports of repeated anti-social behavior.
- Where possible customers should make the conductor aware of any anti-social behavior at the time it is occurring.
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- Signage was found to be inconsistent e.g. bike decal on outside, however no straps provided inside carriage.
| - We are currently investigating ways to improve the carriage of bikes on V/Line train services. The review will include ensuring information provided to customers about bikes is consistent.
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- Seats are not always clean and faults (e.g. broken tray tables) not repaired quickly
| - Please report all issues/faults to your conductor, including your seat number for follow up with our maintenance department. We welcome this feedback and all fault reports are followed up.
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- What’s the latest on the installation of WiFi on services?
| - A trial to boost mobile reception (includes 3G) is expected to occur over the next few months. The results will assist us to determine the way forward with a business case to be submitted to DoT for consideration.
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- Request for extra service to Ballarat/Wendouree between 3pm and 4pm
| - V/Line has presented a number of business cases to increase Wendouree services; however there are no extra trains available at present.
- We will continue to work with the Department of Transport; the initiative will also require improvements to existing infrastructure.
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- Modal coordination – request for better coordination with connecting bus and Metro services.
| - V/Line works closely with bus operators and Metro during timetable reviews to ensure better connections can be made where possible.
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- Service delivery – 16:04pm service found to be comfortable, reliable and an excellent alternative to driving.
- Conductors and station staff are providing good customer service which is friendly and helpful
| - We are pleased to receive feedback like this particularly in relation to reliability.
- Front line staff play a vital role in the delivery of good customer service and we appreciate the increasingly positive feedback. Compliments for staff are highly valued. As part of V/Line’s customer service improvement process, the staff member receives a congratulatory letter from their Manager. Their name is also published in V/Line’s employee magazine as a “congratulations for upholding V/Line’s company values”.
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