ANNUAL REPORT 2004â05 - V/Line
ANNUAL REPORT 2004â05 - V/Line ANNUAL REPORT 2004â05 - V/Line
14 | V/LINE ANNUAL REPORT 2004–05
OUR CUSTOMERS“GRENVILLE DAWSONOUR CUSTOMER RELATIONS CENTRE HANDLES ANAVERAGE OF 150 CUSTOMER CASES EVERY WEEK,RANGING FROM COMPLAINTS ABOUT DELAYS ANDDISRUPTIONS, TO REQUESTS FROM PEOPLE WITHSPECIAL NEEDS, TO GENERAL FEEDBACK ON TRAINAND COACH SERVICES. THE CENTRE HAS PLAYED ACRUCIAL ROLE OVER THE PAST YEAR IN SUPPORTINGCUSTOMERS AFFECTED BY THE MAJOR REBUILDINGPROJECTS. FEEDBACK IS SO IMPORTANT. WHILE WETRY TO ANTICIPATE THEIR EXPECTATIONS ANDNEEDS, ACTIVELY LISTENING TO CUSTOMER VIEWSAND CONCERNS HELPS US TO GET BETTER AT WHATWE DO. OUR CUSTOMERS HAVE BEEN INCREDIBLYLOYAL AND WE TRY TO MAKE SURE THAT WHEN THEYNEED TO CONTACT US, THE WAY WE RESPOND WILLHELP MAINTAIN THEIR CONFIDENCE IN THE SERVICESWE PROVIDE.Above: The customer relations team and some of the communicationsmaterial used to keep customers informed about changes to rail servicesV/LINE ANNUAL REPORT 2004–05|15
- Page 1 and 2: ANNUAL REPORT 2004-05
- Page 3 and 4: REPORT 04-05 CONTENTSLETTER TO THE
- Page 5 and 6: LETTER TO THE MINISTEROctober 2005T
- Page 7 and 8: CHAIRMAN’S REPORTWhile we know th
- Page 9 and 10: CEO’S REPORTDespite this focus on
- Page 11 and 12: AN OVERVIEWTHE V/LINE RAIL AND COAC
- Page 13 and 14: AN OVERVIEW (CONTINUED)THE YEAR IN
- Page 15: MAJOR PROJECTSVLOCITY TRAINSThe int
- Page 19 and 20: OUR CUSTOMERS (CONTINUED)The redeve
- Page 21 and 22: OUR CUSTOMERS (CONTINUED)V/LINE IN
- Page 23 and 24: OUR OPERATIONS“GRAEME CLEAKTHE NE
- Page 25 and 26: OUR OPERATIONS (CONTINUED)THE PERCE
- Page 27 and 28: OUR OPERATIONS (CONTINUED)THE MAJOR
- Page 29 and 30: OUR OPERATIONS (CONTINUED)Since 200
- Page 31 and 32: OUR OPERATIONS (CONTINUED)SAFETY CH
- Page 33 and 34: OUR EMPLOYEES“JOHN MITCHELLOUR MA
- Page 35 and 36: OUR EMPLOYEES (CONTINUED)Early resu
- Page 37 and 38: OUR EMPLOYEES (CONTINUED)New traini
- Page 39 and 40: CORPORATE GOVERNANCEFROM LEFT: MERE
- Page 41 and 42: CORPORATE GOVERNANCE (CONTINUED)COL
- Page 43 and 44: FINANCIAL AND STATUTORY STATEMENTSS
- Page 45 and 46: STATEMENT OF FINANCIAL PERFORMANCEF
- Page 47 and 48: STATEMENT OF CASH FLOWSFOR THE YEAR
- Page 49 and 50: TABLE OF CONTENTS NOTES TO THE FINA
- Page 51 and 52: NOTES TO THE FINANCIAL STATEMENTS(i
- Page 53 and 54: NOTES TO THE FINANCIAL STATEMENTSTh
- Page 55 and 56: NOTES TO THE FINANCIAL STATEMENTSCO
- Page 57 and 58: NOTES TO THE FINANCIAL STATEMENTSCO
- Page 59 and 60: NOTES TO THE FINANCIAL STATEMENTSCO
- Page 61 and 62: NOTES TO THE FINANCIAL STATEMENTSNO
- Page 63 and 64: NOTES TO THE FINANCIAL STATEMENTSNO
- Page 65 and 66: NOTES TO THE FINANCIAL STATEMENTSNO
14 | V/LINE <strong>ANNUAL</strong> <strong>REPORT</strong> 2004–05