V/LINE’S $220K PAYOUT

Rail operator approves 1814 compensation claims

V/LINE approved 1814 claims for compensation on the Geelong line last year.

But the train operator has refused to reveal how many claims it approved or denied in the more than two years that Geelong line trains failed to meet punctuality targets.

Under V/Line’s monthly performance compensation policy, commuters travelling on a 28-day or longer pass who touched on at least 10 times could have received a free daily pass every month between October 2016 and last Novem- ber because the trains were not on time.

The policy — labelled “strict” and “secretive” by Geelong’s peak commuter body — only applies to commuters who touch-on using myki passes.

No compensation claims can be made by travellers using myki money.

V/Line paid $219,491.43 in compensation claims to commuters across its network and received 4754 applications from commuters in 2018.

The authority received 649 compensation applications in May across the network — the highest number lodged in a single month.

On the Geelong line, 1814 claims were issued but the authority could not say how much the claims cost V/Line or how many claims were denied.

The Geelong Advertiser asked V/Line to reveal the number of compensation requests granted for Geelong line passengers between October 2016 and last November.

The authority refused to supply 2016 and 2017 data.

V/Line customers who experience a delay of 60 minutes or more during a single journey can apply for a different type of compensation.

Geelong Public Transport Users Association spokesman Paul Westcott said the compensation system needed to reviewed so all customers affected by delayed or cancelled services could receive compensation.

Mr Westcott said the system was “deliberately bureaucratic” and unclear for commuters.

“One could say (the appli- cation system) is a deliberate hurdle to make it harder for people,” he said.

He said the system’s electronic set-up should allow for an automated compensation scheme.

“It should not require people to make a claim,” Mr Westcott said.

“There is a lot of secrecy or a lack of transparency over the myki fare system and patronage in general.”

Opposition public transport spokesman David Davis backed calls for a review.

“The Opposition supports a review of compensation that allows passengers travelling on myki money to be eligible for compensation,” Mr Davis said.

A State Government spokeswoman said in a statement there were currently no plans to review the compensation system.

The train provider failed to meet its January punctuality target.

It was another shocker yesterday as passengers battled 11 service changes, including four off-peak services not running and others terminating early or starting at later stations than the timetabled origin.