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