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Customer Charter Our commitment to our customers

Welcome to V/Line V/Line moves people around Victoria. We provide public transport to every corner of the state and we share the network with freight operators who choose rail over roads. We have established ourselves as an integral part of the Victorian landscape with most of our customers and staff living in regional communities. Tree and sea-changers travel on our regular peak hour services into Melbourne with more than 14 million people travelling with us every year. We recently asked you what you wanted from V/Line and this charter addresses the five key things that are important to you. Measurements have been put in place so that we can track how we’re doing – and if we do not perform against these measures, we’ll do something about it. We’ll also tell you what we’re doing to improve our service because we know that we can always do better. What’s important to you is important to us. We’ll continue to look for feedback on how we’re doing, but for now, please enjoy the ride with V/Line. Theo Taifalos Chief Executive

vline.com.au

Comfort

Informative

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

V/Line will provide up-to-date information that is accurate and consistent.

While we can’t always guarantee you a seat for your entire journey, we will do our very best to ensure that we run trains and coaches to meet the demand at the busiest times of the day.

When your service is being altered, we will tell you how we will get you to your destination. In the case of last minute changes or disruptions, we want you to know what’s going on.

For special events and major sporting fixtures we run extra train and coach services.

Announcements at the station and on board are vital so we are providing our staff with more tools to help them keep you informed at every stage of your journey.

Our fleet modernisation program continues, with 43 new VLocity carriages due for delivery from 2014–2016. These modern trains provide comfortable seating, a pleasant air-conditioned temperature as well as extra hand holds to help you travel safely. We know the importance of clean on board toilets so we ask that you let us know when these amenities need attention. With regular maintenance and cleaning of our trains, coaches and stations, we hope your travel experience is clean and comfortable, but we do ask that you take any rubbish with you when you arrive at your destination. Most of our trains and coaches are accessible to customers with wheelchairs or mobility aids but please call us on 1800 800 007 to arrange assistance.

We’re now tracking our trains via GPS so our staff can let you know 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 our My Line app for your smartphone, sign up for our V/Line Inform service for email and SMS updates, follow us on twitter or visit vline.com.au Our aim is to provide at least 14 days notice of changes to planned services via station posters, our website and through our social media channels. We measure our commitment and want to hear from you. Call us on 1800 800 007 or visit vline.com.au to see how we are tracking.

Did you know all our trains have drinking water on board? On long distance trains we offer on board catering including quality hot and cold snacks and good coffee.

Helpful We pride ourselves on our helpful and friendly staff and we’re constantly reviewing training to improve the customer experience. We’re here to help you from the beginning to the end of your journey so you should expect that our staff know about the V/Line business – from timetable information to the best value ticket options. Our conductors, station staff and coach drivers are on hand if you want help with your luggage or a reminder when the train is approaching your destination. We are giving our staff the tools to help them help you, including mobile devices with real-time train information. When you are waiting for your train we will make announcements to let you know when your train is approaching and on board updates to help you on your journey. Please tell us about your V/Line experience. Both positive and negative feedback is invaluable to help us improve our service. Call us on 1800 800 007 or visit vline.com.au

Safe and secure V/Line puts safety first in everything we do for our customers, our staff and our communities. As Victoria’s regional train and coach operator we work to make your journey safe and secure. Our drivers, conductors and station staff will do everything they can to ensure you feel safe before, during and after your trip. We have a zero tolerance approach to anti-social behaviour on our trains and coaches. Our conductors and drivers have a direct link to our network customer centre if Victoria Police assistance is required. Our station staff and our roving team of Authorised Officers will help you feel safe as you wait for your train or coach. Our major regional stations at Geelong, Ballarat, Bendigo and Traralgon also have Protective Services Officers on duty to make our customers feel secure from the moment they arrive in the car park or get off a connecting coach. Upgrades to level crossings and pedestrian crossings are part of our plan to enhance the safety of the network. At the same time, we’re spreading the safety message to motorists and truck operators to take extra care at level crossings. 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. If you have information that may stop, solve or prevent criminal activity in the community, please call Crime Stoppers on 1800 333 000 or visit crimestoppersvic.com.au

Reliable We want you to have a reliable service that runs on time. Arriving a few minutes late can make or break your day, so we design our timetables to reflect the likely journey time. In planning a reliable timetable, V/Line works with Public Transport Victoria to share the network with freight trains and with metropolitan trains closer to Melbourne. When there are disruptions, we will do our best to tell you what’s going on and when you will be on the move again. In the case of cancellations or line closures due to rail improvement works, we will ensure that you have reliable alternative transport. For special events and major sporting fixtures we run extra train and coach services. For freight operators, we provide advance notice of improvement works that will affect access to the network. We publish our performance results each month. Where we don’t meet our targets for reliability and punctuality we offer compensation to eligible customers. For details visit vline.com.au For V/Line service updates, please visit vline.com.au, download the My Line app for your smartphone or follow us on Twitter: @vline_geelong, @vline_bendigo, @vline_ballarat, @vline_gippsland, @vline_seymour

The V/Line Customer Charter is our commitment to the five things you have told us are most important.

Safe and secure

Visit vline.com.au

Reliable

Other useful contacts

Comfort

Write to us at: Customer relations Reply Paid 5343 Melbourne VIC 8060

Public Transport Victoria ............................... 1800 800 007 For information on: • metropolitan services • timetables • fares • Metro trains feedback • myki • Yarra Trams feedback

Traveller’s Aid Southern Cross Station ...................................... 9670 2072 Flinders Street Station ....................................... 9610 2030

Helpful

Level 3, 225 Bourke Street ................................. 9654 2600

Informative

Whether you travel on our trains and coaches or use our tracks for freight, this charter sets out what we’re doing to monitor and improve our service. V/Line Pty Ltd ABN 29 087 425 269 Published June 2014