In the event of prolonged severe service disruption or industrial action, special bulletins will advise refund arrangements. Severe service disruption is where regular services are unable to be provided and replacement services are unavailable for an extended period of time.

The following conditions normally apply:

• the application must be accompanied by the ticket
• the ticket must be valid for travel during the stoppage
• the ticket was not used on alternative or replacement services during the stoppage
• the application is submitted within 14 days of the ticket's expiry.

Refunds that are based on industrial stoppage or severe service disruption do not attract an administration fee.

Metropolitan trains and trams

Metro and Yarra Trams have developed special compensation codes under their passenger charters which allow passengers to be compensated when performance targets for punctuality and reliability are not met.

These compensation codes can be viewed online:

• yarratrams.com.au (opens in new window)
• metrotrains.com.au (opens in new window)

Metro compensation claim forms are available from all Premium Stations or on the Metro website (opens in new window).

Yarra Trams compensation claim forms are available by calling Metlink on 131 638, writing to Yarra Trams or from the Yarra Trams website (opens in new window).

V/Line

In the event that V/Line fails to meet its monthly performance targets for punctuality and reliability, complimentary travel tickets will be issued to affected customers if they hold a valid periodical ticket of one month or more.

V/Line's performance results are posted at V/Line stations within 10 working days of the end of most months. V/Line performance figures are published in their customer newsletter V/Line Voice and can be viewed online at vline.com.au (opens in new window).

All compensation claims must be made in writing to Customer Relations, Reply Paid 5343, Melbourne, Vic 3001. For further details contact V/Line Feedback on 1800 800 120.