Customer compensation

Compensation may be available in the event of prolonged severe service disruption or industrial action. Severe service disruption is when regular services don’t run and replacement services are unavailable for an extended period of time.

Metropolitan trains and trams

Metro Trains operate metropolitan train services in Melbourne. Yarra Trams operate all metropolitan tram services in Melbourne. Both have developed special compensation codes, under their passenger charters, that allow passengers to claim compensation if they don’t meet performance targets for punctuality and reliability.

Visit the Metro Trains website and the Yarra Trams website for compensation codes and claim forms.

Metropolitan buses

Compensation isn’t available for service disruptions on the metropolitan bus network.

Regional trains (V/Line)

Monthly performance compensation

V/Line operates regional train services. If V/Line doesn’t meet its monthly performance targets for punctuality and reliability, complimentary travel tickets will be issued to affected customers who hold a valid 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.

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

Delays of 60 minutes or more in a single journey

Compensation may be available to V/Line customers who experience a delay of 60 minutes or more in a single journey.

Visit the V/Line website and complete the feedback form or call 1800 800 007 to claim compensation.