Geelong Consultation - V/Line

Geelong Consultation
Each month, V/Line management representatives meet with customers to get useful feedback
on how we’re performing and what we can do to improve the service. On 15 February we met
customers on the 16:13 Geelong bound service, and returned on the 17:34 Geelong to
Southern Cross train. A wide range of feedback was received. If you have any other
comments, please contact our V/Line feedback line on 1800 800 120.
Customer feedback
V/Line’s response
1. CROWDING
• Overcrowding on the 16:13 service to Marshall
after North Melbourne.
• Although some carriages may be more heavily patronised than others, our
records show that seats are usually still available on this service. Passengers
can check the commuter portal at vline.com.au to ascertain which services
have more capacity.
2. NORTH MELBOURNE
• Services seem to get stuck between North
Melbourne and Southern Cross station in the
mornings, leading to delays in arrival.
• The proposed timetable scheduled for May 2011 is expected to free up more
pathways from Metro services for better access in and out of Southern Cross
Station.
3. CAR PARKING
• A number of customers identified that car
parking at South Geelong is often full and it is
hard to get a parking space.
• V/Line has investigated this issue and at this point in time, there is no land
available to expand existing parking. An additional 300 car spaces were built
at Marshall Station last year to relieve some of the pressure further up the
Geelong line.
4. PUNCTUALITY
• Services seem to be get stuck behind Metro
Trains.
V/Line continues to work with Metro about access in and out of Melbourne.
V/Line monitors its own performance to ensure that we reach the metro boundary
on time for access to pathways where possible. The new timetable scheduled for
May 2011 is expected to better reflect realistic journey time.

Geelong Consultation
5. SAFETY
• A number of customers raised concerns about
smoking at stations (Geelong, Southern Cross).
Customers also concerned about personal
safety at night and on later services.
• There is no smoking permitted whatsoever at Southern Cross as this is a
completely enclosed location. Wilson Security and Victoria Police are
responsible for enforcing the no smoking policy at Southern Cross. All trains
have on board conductors and an emergency button direct to the driver.
Major stations are staffed and have CCTV surveillance.
6. Wi-Fi
• Wi-Fi on trains.
• V/Line supports the introduction of Wi-Fi on board trains. A business case for
digital radio that would include Wi-Fi is currently being considered by the
Department of Transport.
7. COMPLIMENTS
• Customers said they were generally happy with
the services provided, especially on the positive
work conductors and station staff do.
• V/Line acknowledges the increasingly positive feedback about its staff. We
will continue to focus on supporting staff with regular information and updates
on service delivery.