Customer Charter

At V/Line, we are committed to making sure your entire journey is safe by putting safety first in everything we do.

We have a zero tolerance approach to anti-social behaviour on all our services. Our conductors and drivers have a direct link to police assistance if required.

To report anti-social behaviour on a train or station please alert a V/Line team member, in an emergency call Victoria Police on 000.

Upgrades to road and pedestrian level crossings are part of our plan to enhance the safety around the network. At the same time, we’re spreading the safety message to motorists and pedestrians to take extra care at level crossings.

Major stations like Geelong, Ballarat, Bendigo and Traralgon have Protective Services Officers on duty to make customers feel secure from the moment they arrive in the car park or get off a connecting coach.

If you have information that may solve or prevent criminal activity in the community, please call Crime Stoppers on 1800 333 000 or visit crimestoppersvic.com.au

How are we performing?

We are tracking the performance of our Safe and secure commitment on a quarterly basis.

What is the measure?

Public Transport Victoria surveys our customers each quarter to determine their satisfaction with personal security on V/Line trains and coaches. 

The graph below shows V/Line’s current score against our threshold.


 

It's important that we offer you a reliable service when you travel with us.

We complete regular improvement works across the network to help offer an on-time service.

There are several major projects underway and in the pipeline to help improve the realability and on-time performance of our services now and into the future. 

We publish our performance results each month. Where we don’t meet our targets for train reliability and punctuality, we offer compensation to eligible customers. 

Any changes to services will be communicationed and alternative transport will be organised if required. You can get service updates by downloading the V/Line app or following us on Twitter:  @vline_geelong, @vline_bendigo, @vline_ballarat, @vline_gippsland or @vline_seymour.

To ensure we get our trains away on time, please spread out along the platform, let customers off before you board and use all available doors. 

 

Whether you’re travelling for one hour or four, we aim to make your journey as comfortable as possible. 

We recognise the importance of providing comfortable seating, air-conditioning and access to clean toilets on our trains and coaches.

Most trains to and from Albury, Bairnsdale, Swan Hill, Shepparton and Warrnambool have a cafe bar on board and quiet carriages are an option for customers travelling on most VLocity trains. We also provide drinking water on board all our train services.

Most of our trains and coaches are accessible to customers with wheelchairs or mobility aids but please call us on 1800 800 007 for more information.

V/Line will provide you with up-to-date information that is accurate and consistent. If there is a change to your service, we will let you know as soon as possible.

We know announcements at stations and on board are vital, so we aim to keep you informed at every stage of your journey.

We’re now tracking our trains via GPS so our staff can let you know in real-time when your service is due at your station. 

We have a range of online and digital channels to keep you in the know about planned disruptions or service changes. You can download  the V/Line app, sign up for our V/Line Inform service for email and SMS notifications, or follow us on Twitter.

Our aim is to provide you with at least 14 days' notice of changes to planned services via station posters, our website and through our social media channels.

We pride ourselves on being helpful and friendly and we’re constantly working on ways to improve your experience with V/Line.

We’re here to help you from the beginning to the end of your journey and provide you with information about V/Line, from timetable information to the best value ticket options.

We are on hand if you need help with your luggage or a reminder when the train is approaching your station.

When you are waiting for your train we will make announcements to let you know when it is approaching and will have regular on-board updates throughout your journey.

Your feedback can help us improve our service. Please tell us about your V/Line experience by calling us on 1800 800 007 or visit our feedback page.