By JOHN VAN KLAVEREN
HUNDREDS of Geelong rail commuters are out of pocket an average $17.45 each after V/Line overcharged on date-to-date tickets, according to the Public Transport Ombudsman.
Ombudsman Janine Young said the overcharging was part of a “major systemic issue” in which V/Line overcharged ticket purchases between 2004 and 2011.
V/Line overcharged when an announced fare increase was included pro-rata in date-to-date tickets purchased before the rise took effect, she said.
But commuters would stay out of pocket unless they had evidence of ticket purchases, Ms Young said.
The issue was one of 241 V/Line cases referred to the Ombudsman, up from 159 last year, a 52 per cent increase.
The ombudsman launched an eight-month investigation following a single complaint of overcharging.
Ms Young said V/Line identified that 1551 tickets were affected, with a total overcharge value of $27,092.
“Consumers are forewarned of fare increase amounts and dates with an announcement by the Minister for Public Transport and the Government Gazette. Consumers may then save money by purchasing a periodical ticket at the current price for the period after the fare increase takes effect.”
However, Ms Young said V/Line loaded the new fare into its ticketing system so the increase would be charged from the effective date regardless of the date of purchase.
Date-to-date tickets offered unlimited travel between two designated locations such as Geelong to Melbourne from 10 to 52 weeks.
“We considered that the current fare should have been applied to the entire ticket and not just the period prior to the date of the fare increases coming into effect,” Ms Young said.
“In our opinion, the fare calculation resulted in consumers being overcharged.”
Ms Young said V/Line claimed it was unable to reimburse affected travellers because consumer details were not recorded when tickets were sold.
She said V/Line estimated the cost of identifying, contacting and refunding all impacted consumers would be $75,000.
Ms Young said V/Line donated the overcharged amount to Travellers Aid.
V/Line also undertook to reimburse affected consumers where proof of purchase was provided, she said.
Public Transport Users Association Geelong branch convener Paul Westcott said V/Line should make it as easy as possible for affected passengers to claim reimbursement.
“I hope it’s not going to be a bureaucratic nightmare for people to claim their due. A bank statement should be sufficient proof of purchase.”
Mr Westcott said V/Line’s failure to alert its customers to the issue was “not good enough”.
“It’s hard to believe they couldn’t have done something to try and alert people by placing a notice in the V/Lline on-board magazine or put up posters in the ticket office.
“They literally owe it to their customers and should make some reasonable attempt.
“I hope the same thing’s not happening with myki.”
