VICTORIAN FARES AND TICKETING MANUAL

Refunds, reimbursements
and replacements
Customers affected by service disruptions who use other tickets should apply to the operator
under the Compensation Code and Customer Charter.
myki ticketing equipment faults
In case of a myki ticketing system equipment fault, customers should contact the PTV call centre
on 1800 800 007 (6am – midnight) to seek a reimbursement. Customers may also complete a
myki website feedback form or a myki refund and reimbursement form and post it to the myki
mailbox. Customers are requested to provide as much information as possible to assist in
processing their claim.
Payment of a reimbursement will be subject to verification by PTV staff. Applications are cross
referenced against the central computer system which continually monitors ticketing equipment
and records faults.
If a customer is charged a default fare as a result of no operational myki reader being available
to touch off, they may contact the PTV call centre on 1800 800 007 (6am – midnight) to be
reimbursed any amount greater than the correct fare.
Medical conditions
In certain circumstances, reimbursements of all or some of the value of myki passes may be
available for customers who have experienced medical problems.
Reimbursements due to medical conditions will only be allowed if the application meets the
following requirements:
> > the claim is accompanied by a doctor’s certificate for the days claimed (statutory declarations
are not accepted as proof); and
> > the customer has been unable to travel owing to illness for a minimum number of days:
− for 7-day pass, at least three business days;
− for 28 – 69 day pass, at least seven days;
− for 70 – 365 day pass, at least seven days plus two days for each 30 days or part thereof
in excess of 69.
A reimbursement based on a medical condition can be claimed for non-consecutive days
of illness. However, a certificate must be produced for each period.
Special consideration
Reimbursements may be provided in unusual circumstances not covered by the
above. Applications for reimbursements should be made using the myki refund and
reimbursement form.
Customers are requested to include copies of any documentary evidence that supports
their application for special consideration.
Reimbursement procedures
Most reimbursements need to be made using the myki refund and reimbursement form.
Where a myki is managed by a separate account holder, a reimbursement will be provided
to the account holder (except for commuter club mykis, where the reimbursement may be sent
to the commuter club organisation).
Except in the case of a myki that the customer or account holder has reported as lost or stolen,
reimbursements can only be considered if the following conditions are met:
> > the application form has been completed correctly, including signature;
> > a claim is submitted in writing no later than 12 months after date the ticket was last used;
> > the sale of the ticket can be traced;
> > documentary proof of claim is included, if required (e.g. medical certificate).
142 VICTORIAN FARES AND TICKETING MANUAL 2015