Refunds and replacements
This page provides information about myki, Metcard and V/Line refunds and replacements.
Refunds or replacements can be granted in the following circumstances:
→ Unused tickets
→ Defective tickets
→ Ticket equipment faults
→ Damaged tickets
→ Medical condition or change of travel circumstances
→ Special consideration
→ Lost or stolen tickets
Refund application forms:
myki Refund and Reimbursement Form (PDF) 110 kB
Application for Replacement myki (PDF) 106 kB
Metcard Refund Application Form (PDF) 140 kB
Replacement periodical ticket application form (PDF) 59 kB
Replacement Commuter Club Yearly ticket application form (PDF) 52 kB
V/Line Passenger Refund Application Form (PDF) 20 kB
Unused tickets
myki
To obtain a refund for unused myki money and travel days, send a completed myki refund and reimbursement form and your myki to the address on the form.
You will receive your refund, minus an administration fee of $9.80, as a cheque in the mail.
Metcard
An unused Metcard is a Metcard that has not been used or validated on any service.
For unused 2 hour, 10 x 2 hour, Daily, Weekly, Monthly, Seniors Daily, 5 x Seniors Daily, 5 x Daily, 5 x Weekend Daily, City Saver, City Saver x 10, Sunday Saver and Off-Peak Daily Metcards:
If a refund is required, the refund amount is equal to the price paid for the Metcard, minus an administration fee. A Metcard Refund Application Form should be completed and posted to Onelink, enclosing the Metcard.
Forms and reply-paid postage envelopes are available from Premium Stations, the MetShop, selected Metcard retail agents and from the Metcard Helpline (1800 652 313).
Or you can download the Metcard Refund/Replacement Application Form.
The MetShop can exchange unused Metcards provided the magnetic stripe can be read by a ticket reading machine. No administration fee applies, but the value of the Metcard must go towards the purchase of other tickets of equal or greater value.
V/Line (all tickets)
An unused V/Line ticket that has not been used on any service can be exchanged for another date or refunded, provided they are presented at a V/Line booking office prior to the departure date printed on the ticket. No administration fee applies.
For V/Line periodical tickets (Weekly, Monthly and Date-to-Date tickets) you can receive a refund for any unused portion of your ticket. Simply present your ticket at a staffed V/Line station and your refund will be calculated from the day that you present your ticket until its expiry date.
Defective tickets
myki
If the myki shows no visible signs of damage, it will be replaced and the current balance of myki pass and/or myki money balance will be transferred to the new myki.
No administration fee applies for the defective myki.
Send a completed application for replacement myki form and your myki to the address listed on the form.
If the myki has stopped working due to mistreatment, view damaged tickets.
Metcard
A Metcard is defective if the magnetic stripe cannot be electronically read, and shows no signs of visible damage. If the Metcard or magnetic stripe is visibly damaged, please refer to the section on Damaged tickets. Defective Metcards are exchanged for new Metcards and no administration fee applies.
Unused Metcards that cannot be validated (excluding 10 x 2 hour/5 x Daily/5 x Weekend Daily/5 x Seniors Daily/City Saver x 10)
Unused Metcards that cannot be validated and have no expiry date printed on them will be replaced with the same Metcard type at no charge. Metcards can be returned to Onelink with a completed Metcard Refund Application Form. Most tickets can be exchanged at the MetShop.
Forms and reply-paid postage envelopes are available from Premium Stations, the MetShop, selected Metcard retail agents and from the Metcard Helpline (1800 652 313).
Or you can download the Metcard Refund/Replacement Application Form.
10 x 2 hour, 5 x Daily, 5 x Weekend Daily or 5 x Seniors Daily
If a 10 x 2 hour, 5 x Daily, 5 x Weekend Daily or 5 x Seniors Daily Metcard cannot be validated, it can be exchanged at the booking office of any Premium Station or the MetShop.
If no trips have been used, the Metcard will be replaced. If the Metcard has been used, individual 2 hour, Daily, Sunday Saver or Seniors Daily Metcards will be provided for any unused trips on the ticket.
For a 10 x 2 hour Metcard, you will be issued a Daily Metcard for the next 2 hour period and 2 hour Metcards for the remaining unused periods on the Metcard.
For defective 5 x Weekend Daily Metcards replacement Sunday Saver Metcards will be issued. If this does not suit you (you may only travel on Saturdays) then the ticket will need to be mailed to Onelink using the Metcard Refund Application Form and a cheque will be sent to you.
Forms and reply-paid postage envelopes are available from Premium Stations, the MetShop, selected Metcard retail agents and from the Metcard Helpline (1800 652 313).
Or you can download the Metcard Refund Application Form.
City Saver x 10
If a City Saver x 10 Metcard cannot be validated and no trips are used, exchange it at the ticket window of any Premium Station in the City Saver Area or at the MetShop.
If a City Saver x 10 Metcard has been validated then becomes defective, it can only be exchanged at the ticket window of any Premium Station in the City Saver Area. The MetShop does not stock individual City Saver Metcards. If the City Saver x 10 Metcard has been used, individual City Saver Metcards will be provided for any unused trips on the ticket.
Tickets unable to be validated with a visible expiration date within one month
If a defective Metcard was initially validated correctly and has a clearly visible expiration date less than one month away, it remains valid for travel and may be presented to staff for visual inspection when travelling.
You can exchange defective Metcards at the MetShop. Daily, Weekly and Sunday Saver Metcards will be used to make up the remaining time on the Metcard (using the smallest number of Metcards possible). To travel in all zones on weekends do not exchange your ticket.
Yearly Metcards unable to be validated
For Yearly Metcards purchased at the MetShop or a station, take the defective Metcard back to the place of purchase with a completed Replacement Periodical Ticket Application Form. You will receive two Weekly Zone 1 + 2 Full Fare Metcards. The form and your Yearly Metcard are forwarded to Onelink, c/o The Station Master's office at Flinders Street Station. Replacement tickets, taking into account the two Weekly Metcards already provided, will be posted to you.
For Yearly Metcards from a Commuter Club, contact your Commuter Club coordinator or complete a Replacement Commuter Club Yearly Ticket Application Form and take it to the Station Master's office at Flinders Street Station with identification to arrange a replacement.
Ticket equipment faults
myki
In case of a myki equipment fault, complete a myki refund and reimbursement form and post it to the myki forms processing bureau. No administration fee applies for myki machine faults. Please provide as much information as possible to assist in processing your claim.
If equipment failure prevents you from touching off and you subsequently pay a default fare which is higher than the fare you should have paid - this can be reimbursed by the call centre. Call 13 6954 (13 myki) and provide as much information as possible to assist with processing your claim.
Applications are cross referenced against the myki central computer system which monitors ticketing equipment and records faults.
Metcard
If a Metcard is not issued, no change or incorrect change is given or a Metcard is printed with the wrong date, complete a Metcard Refund Application Form with as much information as possible and return it to Onelink for processing. No administration fee applies for Metcard machine faults.
Forms and reply-paid postage envelopes are available from Premium Stations, the MetShop, selected Metcard retail agents and from the Metcard Helpline (1800 652 313).
Or you can download the Metcard Refund Application Form.
Applications are checked against the Metcard central computer system which monitors ticketing equipment and records faults.
Damaged tickets
Tickets that are damaged can become invalid through:
- heat damage
- water damage
- being bent, punched through, torn, cut or chewed
- being covered in dirt or other foreign substance
- damage that exceeds normal wear and tear.
myki
If your myki has stopped working because it is broken or damaged as a result if mistreatment, you will be charged an administration fee of $9.80 for a replacement myki.
The remaining myki money balance will be transferred to the new myki. This replacement fee includes the cost of a new card.
Send a completed myki refund and reimbursement form to the address listed on the form.
Metcard
Refunds and replacements for damaged Metcards can only be done by posting a completed Metcard Refund Application Form to Onelink.
If you request replacement Metcards, you will be given a combination of Metcards that equals or exceeds the amount of the refund calculated. An administration fee is charged for damaged Metcards and is deducted from the refund or the value of the replacement tickets.
Forms and reply-paid postage envelopes are available from Premium Stations, the MetShop, selected Metcard retail agents and from the Metcard Helpline (1800 652 313).
Or you can download the Metcard Refund Application Form.
V/Line
A damaged ticket will be replaced where the station that issued the ticket can be identified and a completed V/Line Passenger Refund Application Form is submitted.
An administration fee of $5 is charged to replace a damaged ticket. Retain your ticket and take it to a ticket office at a staffed V/Line station to verify the replacement ticket.
Medical conditions or change of travel circumstances
Refunds and replacement tickets are available if you have experienced medical problems or a change in circumstances.
Medical
Refunds due to medical conditions are only allowed if the application meets the following requirements:
- the claim is accompanied by the ticket
- the claim is accompanied by the doctor's certificate for the days claimed (statutory declarations are not accepted as proof)
- the passenger has missed at least three weekdays for weekly tickets, five weekdays for monthly tickets, five days per month for date-to-date tickets or 20 weekdays for yearly tickets.
Refunds due to a medical condition can be claimed for non-consecutive days of illness. However, a certificate must be produced for each of the days.
Change of travel circumstances
Refunds due to change of travel circumstances are only allowed for the following reasons:
- change of home address
- change in place of employment or school
- retrenchment.
The claim must be accompanied by the ticket and only one change of circumstance can be claimed.
Refund applications must be supported by evidence such as a letter from your employer or school. Statutory declarations are not accepted as proof.
myki
Your myki and completed myki refund and reimbursement form should be returned to the address on the form along with supporting documentation. Indicate whether you are seeking a refund or replacement. If your travel circumstances have changed, indicate the zones your replacement tickets should be valid for.
Metcard
Your Metcard should be forwarded to Onelink accompanied by a Metlink Refund Application Form and supporting documentation. Indicate whether you are seeking a refund or replacement tickets. If your travel circumstances have changed, indicate the zones your replacement tickets should be valid for.
Forms and reply-paid postage envelopes are available from Premium Stations, the MetShop, selected Metcard retail agents and from the Metcard Helpline (1800 652 313).
Or you can download the Metcard Refund Application Form.
V/Line
Applications for V/Line refunds should be made at the ticket office of staffed V/Line stations. Bring copies of any documentary evidence to support your application.
Special consideration
Refunds may be provided in limited circumstances not outlined above.
myki
Applications should be made using the myki refund and reimbursement form.
Include copies of any evidence that supports your application for special consideration. An administration fee of $9.80 may apply.
Send a completed myki refund and reimbursement form and your myki to the address on the form.
Metcard
Applications should be made using the Metcard Refund Application Form.
Forms and reply-paid postage envelopes are available from Premium Stations, the MetShop, selected Metcard retail agents and from the Metcard Helpline (1800 652 313).
Or you can download the Metcard Refund Application Form.
Include copies of any evidence that supports your application for special consideration. An administration fee of $9.80 may apply.
V/Line
Applications should be made at the ticket office of staffed V/Line stations. Bring copies of any evidence that supports your application for special consideration.
Lost or stolen tickets
myki
Only a registered myki can be replaced if it is lost or stolen.
For information on how to register your myki, see registering your myki.
Report your lost or stolen myki at myki.com.au or by calling 13 6954 (13 myki). A block will be placed on the card and it can no longer be used.
Send a completed application for replacement myki form to the address on the form.
You will be issued with a replacement myki and the remaining myki money and/or myki pass will be transferred to the new myki for an administration fee of $9.80.
Metcard
No refunds or replacements are available for lost or stolen Metcards, with the exception of Student Passes and Yearly Metcards.
Lost or stolen non-myki student passes or Yearly Metcards issued at stations may be replaced with a duplicate ticket (or tickets) with a completed and signed Replacement Periodical Ticket Application Form, with the signature witnessed by a police officer. For lost or stolen student mykis, see myki information above.
Applications for a duplicate Metcard (or Metcards) must be made at the place of issue of the original Metcard. For Yearly Metcards issued through a Commuter Club, applications must be made at the Station Master's office at Flinders Street Station. A Replacement Commuter Club Yearly Ticket Application Form must be completed and identification such as a driver's license needs to be produced.
Declaration forms for student passes or Yearly Metcards issued at stations are available from any Premium Station. Commuter Club declaration forms are only available at Flinders Street Station. A duplicate ticket fee of $12 applies.
V/Line
No refunds or replacements are available for lost or stolen tickets, with the exception of reserved V/Line tickets and Date-to-Date V/Line tickets for which a duplicate ticket (or tickets) may be issued.
Lost or stolen reserved seating V/Line tickets can be replaced if reported before the day of travel at any staffed V/Line station on completion of a V/Line Passenger Refund Application Form.
A lost or stolen Date-to-Date ticket may be replaced with a duplicate ticket at any staffed V/Line station on completion of a V/Line Passenger Refund Application Form.
