Gippsland Feedback

In addition to other feedback we receive from our customers, the V/Line management team meets with commuters on peak Gippsland trains and hosts online consultations at least twice a year.

The last online and on-train consultations were held in May 2013.

In the meantime, your compliments, complaints and suggestions help us to keep improving our service. Contact us via our online form or call us on 1800 800 007.

For a reply of our Gippsland Line online consultation held in May, click on the 'play' button below.

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View the responses to unanswered questions here.

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Feedback for the May 2013 on-train consultation.

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Customer Issues	V/Line's responses
1. CAPACITY
Customers find that there are no seats available after Flinders Street station to Pakenham Station	We will continue to do our best to balance the train fleet against patronage demand. All of our trains are currently fully deployed however we will continue to monitor demand and carriage availability at each timetable review.
2. TICKETS
Customers find that tickets not being checked out of Melbourne.	Our Conductor Services Manager will address this for the Traralgon line. Customers should expect immediate improvements. Regular audits are undertaken to highlight areas of improvement such as ticket checks.
3. PUNCTUALITY
Customers feel that V/Line gets held up in the Metro area and this is what is causing delays.	We agree that this if often the case – especially in the peak period. This is also when Metro is running high frequency services. Because our trains share the same tracks as Metro, when our services are delayed departing Southern Cross we can miss our pathway which can result in V/Line being caught behind suburban services. What are some causes of trains departing late from Southern Cross? Many of our Gippsland trains are formed off trains coming from Geelong. If there are any delays on this line it can result in our services departing late.
4. TIMETABLES
Customer would like to see an increase in the frequency of services on this line.	Public Transport Victoria works with us in determining our timetables as part of an integrated public transport network. However we do add additional services to the timetable (and extra carriages if available) for special or major events like the football where we know large numbers of people are going to be travelling.
5. PARKING
Customers would like more parking at Warragul Station.	The Victorian Government has allocated $10.7 million to expand the car park and work has already begun. The work will involve an additional 200 car parking spaces and also make it easier and safer to access the station and enter and exit the car park. It is expected to be completed in 2014 but please go to budget.vic.gov.au for more details.
6. COMPLIMENTS
Customers find staff to be friendly and feel that on-board announcements have improved.	Frontline staff play a vital role in the delivery of good customer service and each staff member that receives customer compliments is recognised. We have recently rolled out conductor announcement guides that have improved the effectiveness of on-board announcements. We will pass on this feedback to staff.

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