ANNUAL REPORT 2004â05 - V/Line

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COMMITMENT TO CUSTOMERSCUSTOMER CHARTERCUSTOMER FEEDBACK18V/Line's major commitments to its customers are outlined inits Customer Charter. These include its service standards,how they are measured and the process by whichcustomers can seek compensation should the service fallshort of these standards.The Charter enables customers with valid periodical ticketsof four weeks or more to apply for compensation in the formof complimentary travel tickets if fewer than 96 per cent oftrain and coach services run or fewer than 92 per cent oftrains arrive within five minutes of their scheduled time.In 2003–04, compensation paid to customers ascomplimentary tickets was valued at $5,419. In 2004–05,the compensation was valued at $31,298. This significantincrease was due to performance fluctuations associatedwith the infrastructure works on major lines.V/Line's Customer Call Centre operates seven days a week.It comprises two services, with a dedicated telephonenumber for each: 136 196 for information, reservations andsales; and 1800 800 120 for feedback from customers ontheir travelling experience.During 2004–05, there were 739,660 calls to the 136 196number, compared with 765,532 calls in 2003–04, while thefeedback line 1800 800 120 handled 7,126 customer calls,comprising compliments, complaints, suggestions andclaims, compared with 4,600 calls in 2003–04.V/Line actively promotes its customer feedback line and actsupon the information received. Customer comments havebeen particularly helpful in the development of timetables, aswell as alternative travel arrangements during the period ofRegional Fast Rail works.PUBLIC TRANSPORT INDUSTRY OMBUDSMANThe Office of the Public Transport Industry Ombudsman wasestablished in April 2004 to give public transportpassengers the opportunity to have their public transportrelatedcomplaints independently examined if they are notsatisfied with the response of the relevant transportoperator. This year, 49 V/Line customers elected to havetheir cases reviewed by the Ombudsman. All weresatisfactorily resolved.The Public Transport Industry Ombudsman, Metlink and allpublic transport operators participate in quarterly CustomerFeedback Industry Roundtable forums to review customerfeedback trends and identify any systemic issues. V/Lineand Metlink's customer feedback handling procedures, which| V/LINE ANNUAL REPORT 2004–05V/LINE OFFERED A SPECIAL RETURN TICKET TO THE AVALONAIRSHOW, COMPRISING TRAIN AND SHUTTLE BUS TRAVEL. ON THEPEAK PUBLIC DAYS OF 18–20 MARCH 2005are sanctioned by the Public Transport Industry Ombudsman,have been adopted by all public transport operators.Throughout the year, V/Line responded to 90 per cent ofcustomer feedback within the time required by its ServiceLevel Agreement.ENSURING EQUAL ACCESSV/Line has continued to review and assess its operations tosupport its commitment to providing equal access to travelfor all Victorians and to enhance its service for people withspecial needs.All stations and trains have been audited to determine thework and funding required to ensure they meet DisabilityStandards for Accessible Public Transport milestones setunder the Disability Discrimination Act (DDA).The audit revealed that most V/Line infrastructure alreadymeets the milestone set for 2007 (25 per cent compliance)and all trains meet or exceed the 2012 milestone (55 percent compliance).While the audit did not identify any major problems, areaswhere action will be taken include tactile ground surfaceindicators, lighting, access paths, provision of information,ramps and handrails.V/Line is a member of the Public Transport AccessCommittee, which aims to identify and resolve DDA issues.
OUR CUSTOMERS (CONTINUED)V/LINE IN THE COMMUNITY: REGIONAL MANAGER PETER GIBSONSHOWS THE WAY; FRIENDLY SERVICE IS A PRIORITY FORFRONTLINE STAFF; THE V/LINE UNDER 15 FOOTBALLCHAMPIONSHIPS; THE SPENCER STREET STATION OPEN DAYMARKETING INITIATIVES'REASONS TO GO' PROGRAMV/Line this year launched its Reasons to Go marketingprogram which features a range of travel packages andpromotions linked to special events.The inaugural 2005 Reasons to Go calendar included:• the Avalon International Airshow• the Mummies Exhibition at the Melbourne Museum• Sovereign Hill at Ballarat• Gippsland Lakes• festive season packages for regional customerstravelling to Melbourne• a range of major Melbourne events (Australian Opentennis, Spring Racing Carnival, Royal Melbourne Showand international cricket).V/Line extended its Country Racing travel packagesstatewide in 2005. The Rock Trifecta for the Australia DayCup Races at Hanging Rock generated unprecedentedinterest, with more than 90 per cent of V/Line's racegoingcustomers taking advantage of the offer.V/Line's first Grand Annual Race Train to the final day of theWarrnambool racing carnival in May attracted more than360 racegoers.During the football season, V/Line operates up to 14 extratrains on major lines to take football fans to and fromgames. Approximately 125,000 customers used the FootyTrains during the 2004 AFL season.The V/Line Snow Coach to Mount Buller which operatesseven days a week during the ski season, this yeartransported 6,648 people, compared with 6,613 theprevious year.COMMUNITY INVOLVEMENTSPONSORSHIPSThis was the second year in which V/Line was a majorsponsor and official transport provider for the VictorianCountry Football League (VCFL). The V/Line Under 15s VCFLChampionships were held in Melbourne in April 2005.The VCFL has approximately 80 leagues, 800 clubs and70,000 footballers from the age of 10 upwards. The VCFLalso supports women in sport through netball competition.V/Line's financial and practical support enables the Leagueto continue to develop and coordinate football at club andleague level.SUPPORTThrough its My Train program, V/Line enables regionalschools to travel free of charge to Melbourne for educationalexcursions. The program helps introduce students to thepublic transport system and its benefits. During 2004–05,V/Line approved approximately 40 My Train applicationsfrom schools, comprising 1,100 passengers.Seniors' card holders were offered free travel on days whenspecial country and metropolitan events were taking placeduring Seniors' Week in March 2005.V/LINE ANNUAL REPORT 2004–05|19
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 and 16: MAJOR PROJECTSVLOCITY TRAINSThe int
Page 17 and 18: OUR CUSTOMERS“GRENVILLE DAWSONOUR
Page 19: OUR CUSTOMERS (CONTINUED)The redeve
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 61 and 62: NOTES TO THE FINANCIAL STATEMENTSNO
Page 71 and 72:
NOTES TO THE FINANCIAL STATEMENTS1.
Page 73 and 74:
AUDITOR GENERAL’S STATEMENTV/LINE
Page 75:
CONTACT DETAILSV/LINE PASSENGER PTY
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ANNUAL REPORT 2004â05 - V/Line