Compensation

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.

Metropolitan trains and trams

Passengers can claim compensation when Metro Trains or Yarra Trams don’t meet their punctuality and reliability targets. 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.

Metropolitan buses

Compensation isn’t available for metropolitan bus disruptions.

Regional trains

If V/Line doesn’t meet its monthly performance targets for punctuality and reliability, affected passengers with a valid ticket of one month 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.

For more information, visit the V/Line website.