Where we fail to meet our monthly targets we will provide compensation in the form of a complimentary day return V/Line ticket or the myki equivalent, to eligible V/Line customers who hold tickets or a myki pass of 28 days or more on a line which has failed to meet performance targets.
You are eligible to claim compensation of a daily fare (for your zones) if you hold a valid myki pass of 28 days or more and you have used your myki on V/Line at least 10 days of the month.
How to make a claim for monthly performance compensation
Compensation claims can be made using the online performance compensation form
or in writing to:
Reply Paid 5343
Melbourne VIC 8060
V/Line monthly performance compensation form
Claims for compensation must be made within 60 days of the V/Line performance results being posted online at vline.com.au
(usually in the first 10 days of the month).
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
If we fail to meet our monthly targets for the Bendigo line in October 2016, Bendigo line myki pass holders will need to have touched on once during October to be eligible for compensation. Students who have yearly or six-monthly passes will not need to have touched on during October to be eligible for compensation.
Compensation may also be available to V/Line customers who experience a delay of 60 minutes or more in a single journey. For compensation claims relating to single trips contact us on 1800 800 007 or through our feedback form with details of the journey.
Not satisfied with our response?
We aim to provide a prompt and reasonable response to all customer feedback. If you are not satisfied with our response, please contact the Public Transport Ombudsman.
(03) 8623 2111 or 1800 466 865 or TTY 1800 809 623
8:30am to 5:00pm Monday to Friday
Fax: (03) 8623 2100
Public Transport Ombudsman
PO Box 538
Collins Street West
Melbourne VIC 8007
For other feedback or enquiries, please visit our contact us page or phone 1800 800 007.