The operators with charters are:
- Metro Trains(opens in a new window) (metropolitan trains)
- Yarra Trams(opens in a new window) (trams)
- V/Line(opens in a new window) (regional trains and coaches)
As the Victorian Government negotiates new contracts with operators, more customer service charters may be added.
Operator charters
Read the Metro Trains Customer Charter 2024-2025(opens in a new window).
Find the Yarra Trams customer service charter on the Yarra Trams website(opens in a new window).
Find the V/Line customer service charter on the V/Line website(opens in a new window).
You can also ask for other formats of the customer service charters by calling 1800 800 007. This includes large print, braille and audio versions, and copies in languages other than English.
Find information about customer compensation, including how to apply, at Compensation.
If you believe an operator has breached the charter
You can give feedback or make a complaint by calling 1800 800 007.
Find more information on complaints handling at How we handle complaints.
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