Customer compensation

In the event of prolonged severe service disruption or industrial action, special bulletins will advise refund arrangements. Severe service disruption is where regular services are unable to be provided and replacement services are unavailable for an extended period of time.

Metropolitan trains and trams

Metro and Yarra Trams have developed special compensation codes under their passenger charters which allow passengers to be compensated when performance targets for punctuality and reliability are not met.

The compensation codes and compensation claim forms are available from the Metro and Yarra Trams websites:


In the event that V/Line fails to meet its monthly performance targets for punctuality and reliability, complimentary travel tickets will be issued to affected customers if they hold a valid periodical ticket of one month or more. V/Line's performance results are posted at V/Line stations within 10 working days of the end of most months.

All compensation claims must be made in writing to Customer Relations, Reply Paid 5343, Melbourne, Vic 3001. For more information on compensation, visit the V/Line website.