Compensation


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:

Customer Relations
Reply Paid 5343
Melbourne VIC 8060


V/Line monthly performance compensation form
PDF 48kB

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

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 offered

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
enquiries@ptovic.com.au

Public Transport Ombudsman 
PO Box 538 
Collins Street West 
Melbourne VIC 8007

Online compensation form


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Please enter the number from your myki card without spaces. You must submit a myki number unless you are claiming reimbursement on a paper ticket.

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Please enter the number from your myki card without spaces.

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If you are claiming reimbursement for travel on a paper ticket please attach a photo of the ticket

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Reimbursement can be claimed up to 60 days after each month's performance results are announced.

 


View V/Line's privacy policy here.

For other feedback or enquiries, please visit our contact us page or phone 1800 800 007.