Public transport customer service charters
Customer service charters describe your rights as a passenger, and define operator responsibilities and obligations. They include a Compensation Code.
On this page
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.
Updated 25 March 2026
About the VIC Government
- The Premier and ministers
- Find a Vic Gov department, agency or service
- Strategies and policies
- Inquiries and royal commissions
Grants and programs
Jobs and careers
Arts, culture and heritage
Business and the workplace
- Mentally Healthy Workplaces Framework
- Portable Long Service Authority
- Victoria’s racing industry
- Workforce Inspectorate Victoria
- Liquor licensing, sale and supply
Communities
- Children
- First Peoples - State Relations
- Finding records
- Gender equality & women’s leadership
- LGBTIQA+ equality
- Multicultural communities
- Seniors Online
- Veterans support and commemoration
- Volunteering in Victoria
- Youth Central
Education and training
- Victorian Early Childhood Regulatory Authority
- Early childhood education – information for professionals
- Kinder: Best Start, Best Life
- Education – information for parents
- Schools.Vic - information for schools
- Education grants, programs, awards and events
- PROTECT
- TAFE, training and universities sector
- TAFE Victoria
- Victorian Skills Authority
- Apprenticeships Victoria
- Learn Local
Environment, water and energy
Finance and economy
Health and social support
- Family violence reform
- NDIS Worker Screening Check
- NDIS and disability services and support in Victoria
- Patient Review Panel
- Transforming Trauma Victoria
Housing and property
Law and justice
- Adoption
- Births, deaths and marriages
- Honorary justices
- Machete ban
- Safeguarding Victorians against terrorism
- Stolen Generations Reparations Package
- Victims of Crime
- Victorian Racing Tribunal
Safety and emergencies
- Emergency Recovery Victoria
- Victorian Emergency Relief and Recovery Foundation
- Emergency Recovery Resource Portal
- How well do you know fire
- Fire Services Reform
- Water safety
- Marine Search and Rescue
Science and technology
- Data sharing and open data
- Data.vic - discover and access Vic Gov open data
- Developer.Vic - portal for API developers
- Go.vic URL shortener
- Vic Gov IT project dashboard
- Victoria’s free public wi-fi network
- Cyber security in the Victorian Government
Sport and recreation
Traffic and transport
- Cameras Save Lives
- Transport Fines
- Getting Around
- Transport Planning
- Transport Future
- Climate Change and transport
- Future Directions For Transport
- Transport projects
- Ports and Freight
Working in the Victorian Government
- Single Digital Presence home
- Accommodation and Library Services
- Executive employment in the Victorian public sector
- Budget, procurement and funding
- Careers in the Victorian Government
- Council and Regulator Toolkit
- Guidelines for working in government
- Join a government network
- Standards and guidelines
- VicFleet CarPool
- Victorian Government style guide