ANNUAL REPORT 2004–05 - V/Line

CEO’S REPORTDespite this focus on safety within the organisation, thereare external factors which affect the organisation's overallsafety performance. Over the past year V/Line trains wereinvolved in four collisions with motor vehicles at levelcrossings. Tragically, two of these incidents resulted in thedeaths of four occupants of the motor vehicles. V/Lineextends its sympathy to the affected families and friends.V/Line is working closely with the Department ofInfrastructure and track access providers to identify andsolve problems associated with safety at level crossings, sothat tragic incidents of this kind are prevented whereverpossible. Similarly V/Line examines closely all incidents thatcause injuries to customers or staff to ensure that action istaken to minimise any reoccurrence.V/Line's enhanced security plan is also in its final stages ofrefinement. It will strengthen the level of vigilance andsecurity scrutiny at stations and on trains and coaches.There will be greater investments in CCTV, for example, andsecurity resources will be more visible across the V/Linenetwork.CUSTOMERSThroughout the year, we have sought to help our customersthrough the service disruptions. Clear and effectivecommunication with customers and, most importantly,listening to what they have to say have been our priorities.There has been a strong focus on providing timely notice ofchanges to normal scheduling through a variety of media,sufficient and well-placed signage and notification instations, as well as regular 'on-seat' reminders. Our aim hasbeen to ensure that customers are not only aware ofdisruptions but also understand why they are happeningand the benefits that will result.A prime example of V/Line listening is the consultationprocess surrounding the new timetable for 2006. Beforeissuing the draft timetable in December 2004, V/Line talkedto significant numbers of customers and interest groupsabout its plans and asked for their opinions.Since the release of the draft timetable, an extensiveinformation and consultation process has taken place, with2,483 formal responses received. This proactive engagementwith customers on issues that matter to them will be afeature of V/Line's business operations into the future.The final timetable will reflect as much as possible thewishes and expectations of existing and potential customers.This means more regular services, later services and asignificant increase in the frequency of weekend services.We will also improve our services for counter-commuters,particularly those travelling to Ballarat and Bendigo.The timetable will be rolled out progressively, with some newnon-peak services expected to be introduced in early 2006.V/LINE ANNUAL REPORT 2004–05|7