Compensation for operator performance
You may be eligible for compensation if an operator doesn’t meet their performance targets and you have a myki Pass that’s valid for at least 28 days (or a V/Line Date-to-Date ticket), and if you have travelled for a minimum of 10 days of the month that compensation is owing.
Passengers can claim compensation when Metro Trains or Yarra Trams don’t meet their punctuality and reliability targets.
Metro Trains' and Yarra Trams' performance results are usually published on the 10th of every month. Information about compensation is included in each operator’s customer service charter.
For compensation codes and claim forms, or to see performance results, visit the Metro Trains or Yarra Trams website.
Compensation isn’t available for metropolitan bus disruptions.
If V/Line doesn’t meet its monthly performance targets for punctuality and reliability, affected passengers with a valid ticket of 28 days or more will receive complimentary tickets. V/Line's performance results are usually posted at V/Line stations within 10 working days of the end of the month.
Compensation claims must be made in writing to the following address, or submitted online through the V/Line website:
Customer Relations
Reply Paid 5343
Melbourne Vic 8060
If you have a valid Date-To-Date ticket, you may be eligible for compensation. Contact our call centre on 1800 800 007 (6am–midnight; all night Friday and Saturday).
For more information, visit the V/Line website.