Gippsland Feedback

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

The last consultation was in November 2011. The feedback was is availble below.

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.

Formatted Text

Customer Issues	V/Line's responses
1. PARKING
Parking at Warragul Station is insufficient and customers fear that when the local TAFE puts in boom gates there will be even less.	Funding for this project has been obtained for initial scoping, as well as construction of an additional car spaces at Warragul Station. However, no time frame for commencement or completion of the project is currently available.
2. ANNOUNCEMENTS
Request for more conductor announcements, especially when there are disruptions.	V/Line has established the position of a Customer Communications Coordinator which begins in early 2012. The role works out of V/Line’s Train Control Centre and will initially cover afternoon peak services. The position will be 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.
3. PAKENHAM
Crowding to and from Pakenham.	Some V/Line train services do not stop at Pakenham. The increase in the number of Metro Trains services to and from Pakenham in April next year may assist in alleviating any crowding being experienced. Although passengers who hold metropolitan tickets are eligible to travel to Pakenham on V/Line services.
4. IN THE MET
Services seem to be consistently late / or stuck behind Metro trains	This issue is network wide and not just confined to the Gippsland corridor. The difficulty is in gaining pathway access, which will become increasingly difficult in 2012, with the opening of Cardinia station and the journey time for Metro Trains being extended by 3 minutes as a consequence. Metro Trains also intends introducing additional services to/from Pakenham in April 2012.
5. CROWDING
People had concerns about growth on the Gippsland line	V/Line monitors patronage and reports regularly to the Department of Transport. Over the last five years patronage on the Gippsland line has grown 124.7% V/Line activity highlights growth areas and capacity constraints for proposed future investment by Government.
6. V/LINE INFORM (SMS)
People like the service but it can be unreliable.	V/Line understands customers need to be notified of delays and cancellations in a timely manner. Improvements to Inform - with greater emphasis on disruption communication - is a high priority. A new disruption portal on the website is under development and along with the newly created Customer Communications Coordinator we anticipate this service will be further improved. Line-specific Twitter accounts have also been created to provide customers with accurate and timely information. Follow us on Twitter: @vline_gippsland
7. Wi-Fi
Will Wi-Fi be introduced?	V/Line supports the introduction of Wi-Fi and improved mobile coverage on board trains. The Department of Transport is evaluating solutions and funding options to address this request.
8. TIMETABLE
Why was the 16:47 altered to stop at Longwarry and Bunyip?	The alteration to the stopping pattern of the 16:47 train to Traralgon was made to address a significant gap in the service for Bunyip and Longwarry customers and provides a fairer service for all.
9. FARES
People would like a flexi ticket (miss a day, add a day)	The forthcoming expansion of the myki ticketing system in regional areas will make the need for a flexi ticket unnecessary.
10. GPS
Customers would like to know where their train is located and base decisions accordingly.	Real time train running information may be possible with the implementation of the digital train to base radio system proposal, which is currently with the Department of Transport for approval and funding.
11. EXTRA SERVICES
Request for a service between 06:41 and 07:13	At this stage there are no available pathways or rolling stock available to provide this additional service.
12. COMPLIMENTS
People acknowledged improved service delivery and level of customer service provided by conductors. Warragul Station customer service and cleanliness has also improved.	Conductors play a vital role in the delivery of good customer service and we appreciate the increasingly positive feedback about our conductors and improving service. During the year V/Line has addressed feedback from customers to lift service standards

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