Customer Charter

The V/Line Customer Charter is our commitment on the five things you have told us are most important.

In order to connect Victorians through safe, reliable and accessible public transport we are focused on the moments that matter most to our customers.

Accurate and Consistent

We provide accurate, timely and consistent information, regardless of how our customers engage with us
We make transparent, well-informed, and fair decisions
We take accountability when things go wrong
We strive to provide information that is inclusive and accessible for all.

Commitment to Care

We embrace all feedback
We work to understand our customers’ needs and strive to improve their experience
We conduct our work with care and respect
We recognise our impact on our customers, our communities, and the environment.

Friendly and Professional

We interact with customers in a friendly and professional manner
We listen, understand, and have empathy in our actions
We are visible and approachable
We are knowledgeable and take pride in helping others.

Here to get you there

We always strive to help customers get to their destination on time
We manage and communicate any disruptions as efficiently and effectively as possible
We work to get customers to their destination as quickly as possible if services are cancelled or delayed
We respond as quickly and effectively as possible to all inquiries.

Safe and Comfortable

We want customers to feel safe and welcome on our network
We work to make our stations, trains and coaches clean, pleasant and accessible environments
We strive to assist and support all customers, including those with accessibility requirements
We treat everyone with dignity and respect and promote this behaviour on our network.

V/Line acknowledges the Traditional Custodians of Country on which we operate our services. We pay our respect to Aboriginal and Torres Strait Islander cultures, and to Elders past and present.

V/Line is committed to providing accessible information for passengers, and work is continuing to make this website more accessible.
We acknowledge that some sections of this website may not fully comply with the Web Content Accessibility Guidelines 2.2, Level AA standards, which we are working to improve.
If you are unable to access any content on this website and need to request an accessible version, please email wcag.accessibility@vline.com.au or call 1800 800 007.