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Apply for a Reimbursement

A reimbursement is a credit we provide for myki money deducted or pass days elapsed. A reimbursment may be made where there has been a ticketing or equipment fault, where you have a medical condition that has impacted your ability to travel or where we consider special circumstances exist to warrant a reimbursement. Reimbursements may be credited to your myki or paid into your bank account.

Note: Reimbursement claims related to service delivery including delays or cancellations must be lodged by completing the PTV Feedback form.


Claim back value for travel which has been taken (myki money or myki pass). Conditions apply.

myki ticket equipment faults

If there is a myki ticket sale or system fault that has resulted in an incorrect charge, or you are unable to touch off and you subsequently pay a default fare which is higher than the fare you should have paid, please complete an application for a reimbursement online.

Your application will be reviewed and cross referenced with our system that monitors our ticketing equipment to ensure that your application is reviewed and processed as quickly as possible.

For more information contact us on 1800 800 007 (6am – midnight daily).

Medical conditions


Reimbursement of pass days not used due to a medical condition are only allowed if the application meets the following requirements:

  • Claims for myki pass days not used. These claims can be lodged after your myki pass expires.
  • The claim is accompanied by the doctor’s certificate for the days claimed (statutory declarations are not accepted as proof)
  • The claim is for a minimum of:
    • For a 28 to 69 day myki pass the passenger must have missed a minimum of seven consecutive days.
    • For a 70 to 365 day myki pass the passenger must have missed seven consecutive days plus two days for every 30 days the pass is available between 70 and 365 days


Applications for V/Line Date-to-Date refunds should be made at the issuing V/Line ticket office. Bring copies of any documentary evidence to support your application.

V/Line damaged tickets

Tickets that are damaged can become invalid through:

  • Heat damage
  • Water damage
  • Being bent, punched through, torn, cut or chewed
  • Being covered in dirt or other foreign substance
  • Damage that exceeds normal wear and tear.

A damaged ticket will be replaced where the station that issued the ticket can be identified and a completed V/Line Refund Application Form (link opens in a new window) is submitted.

Retain your ticket and take it to a ticket office at a staffed V/Line station to verify the replacement ticket.

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