• Information during times of disruption needs to be improved to be more timely

• V/Line staff and subscribed customers currently receive SMS notifications to their mobile phones regarding service delays. This will be more timely once the MyLIne app is available with real time information on service updates.

• Air-conditioning is inconsistent. It is either too warm or too cold.

• Reports of air-conditioning faults are followed up by our engineering department and a regular maintenance program is also in place. Please notify your conductor so any issues can be followed up as soon as possible

• The Metro impact on V/Line trains should be improved.

• We continue to work with Public Transport Victoria and Metro towards an improved and integrated pubic transport system.

• Services need to be more regular and more carriages especially stopping at Kilmore East

• 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.

• The timetable before the November change was better. The gap between services is too large.

• We will continue to monitor customer feedback and usage to help inform future timetable changes working in partnership with Public Transport Victoria.

 5. COMPLIMENTS

• Customers appreciate the work of V/Line staff in providing good customer service.

• Frontline staff play a vital role in the delivery of good customer service and each staff member that receives customer compliments is recognised. We will pass on this feedback to staff.