We want to hear about your experience

Help us with systemic issues

Here are some of the issues we’re currently looking at that are potentially systemic. If you have information that you think could be helpful, you can let us know. For example, if you’ve had a personal experience of the issue. There is space under each issue for you to write to us.

Any information you provide to us will be reviewed when we look at the issue. Information about an incident date, time and location is useful to us, so is the name of the public transport service involved.

Any information provided is stored in accordance with our privacy policy.

You don’t need to provide your contact details, but if you want to hear from us, you will need to lodge a complaint using our online complaint form, or you can find other contact details here.

We have recently looked at a number of issues relating to the accessibility of V/Line services, including special needs bookings and connecting services, availability of facilities and accessible seating on long haul services and the provision of taxis for vulnerable travellers. We are continuing to monitor these issues through complaints and feedback to our office.

If you have had accessibility issues when travelling on V/Line, you can tell us about them here:

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We have received complaints from people about issues around using mobile myki rather than a myki card, for example they had more limited options when they stopped travelling during COVID-19, because they were unable to pause a mobile myki.

We are interested to hear from you if you have a complaint about mobile myki, in particular where the product choice has led to you suffering a financial loss, or prevents you from accessing features or benefits that are available to people with myki cards.

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Have your say

You may have experienced an issue with public transport that you would like to raise with us, but don’t want to make a complaint. You can provide us with details of the issue in the box below. We will then assess the information to decide if it raises a systemic issue that needs to be addressed.

Any information provided is stored in accordance with our privacy policy.

You don’t need to provide your contact details, but if you want to hear from us, you will need to lodge a complaint using our online complaint form, or you can find other contact details here.

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