The following general rules apply to refunds and replacement tickets for Metcard and V/Line tickets. Refunds and replacements are generally not available for tickets issued by other operators – please check with the operator for details. No refunds or replacements are available for lost or stolen tickets, with the exception of Student Passes, Yearly Metcards, reserved V/Line tickets and Date-to-Date V/Line tickets.

Refunds or replacements can be granted in the following circumstances:

Unused tickets
Defective tickets
Ticket equipment faults
Damaged tickets
Medical condition or change of travel circumstances
Severe service disruption and customer compensation
Special consideration
Lost or stolen tickets

Follow the refund procedures below:

Metcard refund procedure
V/Line refund procedure

Unused tickets

The ticket must not have been used or validated on any service.

Metcard

For unused 2 hour, 2 hour x 10, Daily, Weekly, Monthly, Seniors Daily, 5 x Seniors Daily, 5 x Daily, 5 x Weekend Daily, City Saver Ticket, City Saver x 10, Sunday Saver, Off-Peak Daily and Group Traveller tickets:

If a refund is required, the refund amount is equal to the price paid for the ticket, minus the administration fee. A Metcard refund form should be completed and posted to Onelink, enclosing the ticket.

If the passenger requires replacement tickets, passengers may obtain replacement tickets from The MetShop provided the magnetic stripe can be read by a ticket reading machine. No administration fee applies, but the passenger must use the value of the ticket towards the purchase of other tickets of equal or greater value.

Passengers may also obtain replacement tickets by mail from OneLink by completing and posting the Metcard Refund/Replacement Application Form (no refund fee applies).

V/Line (All tickets)

Unused V/Line tickets may be exchanged for another date or refunded, provided they are presented to a V/Line booking office prior to the departure date printed on the ticket. No administration fee applies.

Defective tickets (Metcard only)

A ticket is defective if the magnetic stripe is unable to be electronically read, and the ticket has not been visibly damaged. If the ticket or magnetic stripe has been visibly corrupted or damaged, then please refer to the section on Mutilated/Damaged tickets. Defective tickets are exchanged for new tickets - no administration fee applies.

Unused tickets that cannot be validated (excluding 10 x 2 hour/5 x Daily/5 x Weekend Daily/5 x Seniors Daily/City Saver x 10)

Unused tickets that cannot be validated at all (and have no expiration date printed on them) will be replaced for an identical ticket at no charge. Tickets can be returned to Onelink using the Metcard Refund/Replacement Application Form. Most tickets may be exchanged for new tickets at The MetShop.

10 x 2 hour, 5 x Daily, 5 x Weekend Daily, 5 x Seniors Daily or City Saver x 10

If a 10 x 2 hour, 5 x Daily, 5 x Weekend Daily, 5 x Seniors Daily or City Saver x 10 ticket cannot be validated, it can be exchanged at the booking office of any premium station or The MetShop. If no trips have been used, the ticket will be replaced. If the ticket has been used, then individual 2 hour, Daily, Sunday Saver, Seniors Daily or City Saver tickets will be provided for any unused periods on the ticket. For the 10 x 2 hour ticket, passengers will be issued a Daily ticket for the next 2 hour period and 2 hour tickets for the remaining unused periods on the ticket. City Saver x 10 tickets can only be exchanged at The MetShop or premium stations in the City Saver Area. For defective 5 X Weekend Daily tickets replacement Sunday Saver tickets will be issued. If this does not suit the customer (who may only travel on Saturdays) then the ticket will need to be mailed to One Link Transit Systems using the Refund Application Form and a cheque will be sent.

Tickets unable to be validated with a visible expiration date within one month

Public transport passengers are required to take all reasonable steps to validate their Metcard correctly. However, if a defective Metcard was initially validated correctly and has a clearly visible expiration date less than one month away, then it remains valid for travel and may be presented to staff for visual inspection when travelling.

Passengers may choose to exchange defective Metcards at The MetShop for replacement Metcards. Weekly, Daily and Sunday Saver Metcards will be used to make up the remaining time on the Metcard (using the smallest number of Metcards possible). If the passenger wishes to travel in all zones on weekends they should not exchange their ticket.

Yearly Metcards unable to be validated

With Metcards purchased at a Station, the passenger must take the defective Metcard back to station from which it was purchased and complete a declaration form. The station will issue one Monthly Zone 1 + 2 Full Fare Metcard to the passenger. Paperwork and the defective Metcard are forwarded to Onelink, c/o The Station Master’s Office Flinders Street Station. Replacement tickets are then mailed to the passenger – taking into account the Monthly Metcard already provided.

With Metcards purchased through a Commuter Club, the passenger should contact their Commuter Club coordinator or visit the Stationmaster’s office at Flinders Street Station to arrange replacement.

Student Passes

The passenger should return the student pass to the location it was purchased from for a replacement.

Ticket equipment faults (Metcard only)

In case of a Metcard equipment fault, passengers should complete a Metcard Refund/Replacement Application Form and post it to Onelink for processing. No refund fee applies for Metcard machine faults. Passengers are requested to provide as much information as possible to assist in processing their refund. Metcard machine faults may include:

• Metcards not issued
• no change or incorrect change provided
• Metcard printed with wrong date.

Applications are cross referenced against the Metcard central computer system which continually monitors ticketing equipment and records faults.

Damaged tickets

Tickets that are Mutilated/Damaged can become invalid through:

• heat damage
• bent, punched through, torn or cut
• chewed
• water damaged
• covered in dirt or other foreign substance
• damage that exceeds normal wear and tear.

Metcard

Refunds and replacements of mutilated and damaged Metcards can only be done via the Metcard Refund/Replacement Application Form and posted to Onelink. If the passenger requests replacement Metcards, passengers will receive a combination of Metcards that equals or exceeds the amount of the refund calculated. An administration fee is charged for mutilated and damaged Metcards and is deducted from the refund or the value of replacement tickets.

V/Line

Generally, a mutilated ticket will be replaced where it is possible to verify the issue of the original ticket with the issuing station and a Declaration Form is completed setting out the circumstances. An administration fee of $5 must be paid to replace a mutilated ticket. The mutilated ticket must be retained and submitted with a ticket office/agent sales return to verify the replacement ticket.

Medical conditions or change of travel circumstances

In certain circumstances, refunds and replacement tickets may be available for passengers who have experienced medical problems or a change in circumstances.

Medical

Refunds due to medical conditions will only be allowed if the application meets the following requirements:

• the claim is accompanied by the ticket

• the claim is accompanied by the doctor’s certifi cate for the days claimed (statutory declarations are not accepted as proof)

• the passenger has missed at least three weekdays for weekly tickets, five weekdays for monthly, five days per month for date to date tickets or twenty weekdays for yearly tickets

A refund based on a medical condition can be claimed for non-consecutive days of illness. However, a certificate must be produced for each of the days.

Change of travel circumstances

Only the following reasons are accepted for change of travel circumstances:

• Change of home address
• Change of place of employment/employer or school
• Retrenchment

Refund applications based on change of travel circumstances will only be allowed if the following conditions are met:

• the claim is accompanied by the ticket
• only one change of circumstance can be claimed

The refund application must be supported by documentary evidence such as a letter from employer or school. Statutory declarations are not accepted as proof.

Metcard

The ticket should be forwarded to Onelink accompanied by a Metlink Refund Application Form and supporting documentation. The passenger should indicate if they are seeking a refund or replacement tickets. When travel circumstances have changed, the passenger should indicate the new combination of zones their replacement tickets should be valid for.

V/Line

Application for V/Line refunds should be made at the ticket office of staffed V/Line stations. Passengers are requested to bring copies of any documentary evidence that supports their application for special consideration.

Severe service disruption and customer compensation

In the event of prolonged severe service disruption or industrial action, special bulletins will advise refund arrangements. Severe service disruption is where regular services are unable to be provided, and replacement services are not available for an extended period of time. The following conditions will normally apply:

• the application must be accompanied by the ticket
• the ticket was valid for travel during the stoppage
• the ticket was not used on alternative or replacement services during the stoppage
• the application is submitted within 14 days of the expiry of the ticket

Refunds that are based on industrial stoppage or severe service disruption do not attract an administration fee. The special bulletin will detail how to apply for the refund.

Metropolitan trains and trams

Yarra Trams and Connex have developed special compensation codes under their passenger charters which allows passengers to be compensated when performance targets in relation to punctuality and reliability are not met.

These compensation codes are available from their websites:

• www.yarratrams.com.au (opens in new window)
• www.connexmelbourne.com.au (opens in new window)

Connex compensation claim forms are available from all Premium Stations or on the Connex website (opens in new window).

Yarra Trams Compensation Forms are available by calling 131 638, writing to Yarra Trams or from the Yarra Trams website (opens in new window).

V/Line

In the event that V/Line fails to meet its monthly performance targets for punctuality and reliability, V/Line will provide compensation in the form of a complimentary travel ticket to any affected customer holding a valid periodical ticket with durations of one month or more.

V/Line’s average performance against targets is published monthly and posted at V/Line stations within 10 working days of the end of most months. V/Line performance figures are also published in their customer magazine Go V/Line.

All compensation claims must be made in writing to Customer Relations, Reply Paid 5343, Melbourne, Vic 3001. For further details contact V/Line’s Customer Feedback line on 1800 800 120.

Special consideration

Refunds may be provided in a very limited number of circumstances not covered by the above.

Metcard

Applications for Metcard refunds should be made using the Metcard Refund Replacement Application Form.

Passengers are requested to include copies of any documentary evidence that supports their application for special consideration. An administration fee may apply.

V/Line

Application for V/Line refunds should be made at the ticket office of staffed V/Line stations. Passengers are requested to bring copies of any documentary evidence that supports their application for special consideration.

Lost or stolen tickets

No refunds or replacements are available for lost or stolen tickets, with the exception of Student Passes, Yearly Metcards, reserved V/line tickets and Date-to-Date V/line tickets for which a duplicate ticket (or tickets) may be issued.

Metcard

Lost or stolen student Passes or Yearly Metcards may be replaced with a duplicate ticket (or tickets) upon completion of the declaration form ‘Application for replacement Periodical ticket’ which must be completed and signed, with the signature witnessed by a Police officer.

Applications for a duplicate ticket (or tickets) must be made at the place of issue of the original ticket. For Yearly Metcards issued through a commuter club, applications must be made at the station Master’s office at Flinders street station. Declaration forms are available from any Premium station. a duplicate ticket fee of $12.00 applies.

V/Line

Lost or stolen reserved seating tickets will be replaced if reported before the day of travel at any staffed V/Line station on completion of an application form.

A lost or stolen Date-to-Date ticket will be replaced with a duplicate ticket at any staffed V/line station on completion of an application form. a duplicate ticket fee of $12.00 applies.

Refund procedures

Metcard refund procedure

Most Metcard refunds or replacements will require filling out a Metcard Refund Form. Forms and a reply-paid postage envelope are available from Premium Stations, The MetShop, selected Metcard retail agents and from the Metcard Helpline (1800 652 313).

Alternatively, you can download the Metcard Refund Form here. (Please note: In some cases, an administration fee of $9.80 on refunds will need to be paid.)

The majority of Metcard refunds and replacements need to be made using the Metcard Refund/Replacement Application Form. A number of tickets can be submitted with a single refund form, but only one reason is allowed per claim. Refunds or replacements can only be considered if the following conditions are met:

• the refund form has been completed correctly, including signature
• a claim is submitted in writing no later than twelve months after date of last validation of ticket (for used tickets)
• the sale of the ticket can be traced
• ticket has not been reported lost, stolen or invalid
• if the calculated refund amount is a positive amount
• if specific criteria listed in the following sections are met
• documentary proof of claim is included, if required (eg. medical certificate)

An administration fee applies for refunds - with some exceptions. In circumstances where it is possible to get replacement tickets over the counter from The MetShop, photo identification is normally required for the refund to be processed to protect against fraud. Any passenger who applies for a refund or replacement, and provides false or misleading information is subject to penalty, including an infringement notice and court action. The Metcard central computer system tracks ticket validations and equipment faults and is used in the assessment of refund applications to prevent fraud.

V/Line refund procedure from 1 July 2007

Refunds or replacement tickets can only be issued by certain parties under certain conditions. The guidelines are as follows:

Where do I apply for a refund or replacement for V/Line tickets?

V/Line booking office

Any V/Line booking office can issue a refund or replacement ticket under circumstances covered in the Victorian Fares and Ticketing Manual. A Refund Application form is not required.

Southern Cross Station

All applications for refunds, declaration forms and any supporting evidence used to support the application for refund should be sent to Southern Cross Station, where staff will process the application and arrange a refund if required.

Customer Relations

Requests for refunds due to special circumstances (not covered by the Fares and Ticketing Manual) will be assessed by Customer Relations. These requests can be sent to Customer Relations via letter, fax or email.

V/Line agents

V/Line agents may issue a refund for tickets originally issued by them. However, refunds can be issued by other V/Line Booking offices for tickets that were initially sold by a V/Line agent. Refunds can only be issued according to the current Victorian Fares and Ticketing Manual.

Refunds are available from staffed V/Line stations. No application form is normally required, but a refund slip must be signed by the passenger.

Rules

General rules applying to refund or replacement of V/Line tickets are as follows

Lost or stolen tickets	No refunds or replacements are available for lost or stolen tickets, with the exception of reserved V/Line tickets and Date-to-Date V/Line tickets.
Unused tickets	Unused V/Line tickets may be exchanged for another date or refunded, provided they are presented to a V/Line booking office under the following rules: Unreserved Tickets: presented to a V/Line Booking Office or Agent up to the day prior to the departure date printed on the ticket. Reserved Tickets: must be cancelled by contacting V/Line Reservations (136 196) or presenting the ticket to a V/Line Booking Office or Agent, prior to the departure of the service. The ticket may be presented for refund or replacement up to 7 days from the cancellation date. No administration fee applies.
Mutilated tickets	Generally, a mutilated ticket will be replaced where it is possible to verify the issue of the original ticket with the issuing station and a Declaration Form is completed setting out the circumstances. The mutilated ticket must be retained and submitted with a ticket office/agent sales return to verify the replacement ticket.
Severe service disruption	In the event that V/Line fails to meet its monthly performance targets for punctuality and reliability, V/Line will provide compensation in the form of a complimentary travel ticket to any affected customer holding a valid periodical ticket with durations of one month or more. All compensation claims must be made in writing to: V/Line Customer Relations Refund Section Reply Paid 5343 Melbourne, Vic 3001
Special consideration including medical condition and change of travel circumstances	Refund applications for special circumstances should be sent to booking staff at Southern Cross Station for assessment. Passengers are requested to bring copies of any documentary evidence that supports their application for special consideration. If Southern Cross Staff deny the refund, customers can send their application directly to: V/Line Customer Relations Refund Section Reply Paid 5343 Melbourne, Vic 3001

Application for refund allowance or compensation

No refund, allowance or compensation shall be granted for:

a) Reduction of services or reduction of fares during the availability of the ticket.

b) Passengers paying full fare who produce a valid concession card after travel has commenced, or has been completed.

c) Disruption of services where V/Line has provided alternative or substitution transport services.

d) All metropolitan tickets (Metcards).

e) Tickets marked ‘departmental’.

f) Tickets within the following categories:

• Tickets issued in exchange for a voucher.
• Tickets issued free.
• Tickets that were paid for by personal cheque where notification of clearance has not been received.
• Any discounted ticket stipulated in the Fares and Conditions Manual or Associated Marketing News as non-refundable.

g) No refunds or adjustments will be made after travel has taken place on the ticket. The exception to this rule is where a rail service is fully economy class and the customer holds a first class Single or Day Return ticket. The refund given is the difference between the economy and first class fare (i.e. change of class fare).

Payment of refunds

Cash refunds – Where tickets are purchased by cash, subsequent refunds may be made in cash.

Cheque refunds – Where tickets are purchased by cheque, subsequent refunds may be made in cash, provided that it can be verified that such cheque has not been dishonoured.

Credit Card refunds – Where tickets are purchased on credit card, subsequent refunds will be made by credit against the customer’s credit card.

Voucher refunds – Where tickets are purchased by voucher subsequent refunds will be made by credit against the original voucher account. Where tickets are issued which have been paid for partly by cash and voucher, the cash amount may be refunded in cash.

Calculation of refund

Single, Day Return, Off-Peak Single and Off-Peak Day Return	Refunds will be calculated by deducting the value of any completed travel from the amount paid for the ticket.
Weekly tickets	Unused tickets – A refund is available on the unused portion of the Weekly ticket before the ticket expires. The surrender date of a Full Fare, Concession or Student Weekly ticket is regarded as the last day of use. A deduction of one Full Fare/ Concession Ordinary Return fare or one Full Fare/ Concession Off-Peak Return fare (whatever was relevant on the day of travel) for each day of use is deducted from the cost of the Weekly ticket. The difference, if any, is refunded. No other refunds apply.
Monthly tickets	Unused Tickets – A refund is available on the unused portion of the Monthly ticket before the expiration of the ticket. The surrender date of a Full Fare, Concession or Student Monthly ticket is regarded as the last day of use. For tickets surrendered after less than five days’ use, a deduction of one Full Fare Ordinary Return fare or one Concession/Student Ordinary Return fare or one Off-Peak Return fare (if relevant on the day) for each day of use is deducted from the cost of the Monthly ticket. The difference, if any, is refunded. For tickets surrendered after five days of use, a deduction of one week at the relevant weekly fare for the number of weeks used (part weeks are counted as whole weeks used) is deducted from the cost of the Monthly ticket and the difference refunded.
Family Saver	Same as refund for adult ticket
Group Travel	Same refund conditions as for ticket purchased

Date-To-Date ticket refund calculation

Ticket held for a period of	Full fare charge used for calculation	Concession charge used for calculation
FULL FARE CONCESSION
Less than 5 days	Ordinary or Off-Peak Full Return fare relevant on the day.	Ordinary or Off-Peak Concession Return fare relevant on the day.
More than 5 days, less than 10 weeks	Normal Full Weekly ticket fare per week.	Normal Concession Weekly ticket fare per week.
More than 10 weeks, less than 52 weeks	Normal Full Date-to-Date unit rate/week	Normal Concession Date-to-Date unit rate/week.
STUDENT
Less than 5 days	Ordinary or Off-Peak Full Return fare relevant on the day is used if the student cannot produce a student concession card.	Student or Off-Peak Concession return fare relevant on the day, if a child or in possession of a student concession card.
More than 5 days, less than 6 weeks	The normal full Weekly fare is used if the student cannot produce a student concession card.	Student Weekly ticket fare per week if a child or in possession of a student concession card.
More than 6 weeks, less than 52 weeks	n/a	Student Concession Date-to-Date unit rate/week.

Zone B Yearly ticket refund calculation

Ticket held for a period of	Full fare charge used for calculation
FULL FARE / CONCESSION
Less than 5 days	Ordinary or Off Peak full return fare relevant on the day.
More than 5 days, less than 4 weeks	Normal full Weekly ticket fare per week
More than 4 weeks, less than 52 weeks	Normal full monthly Met fare unit rate/week.