We are committed to minimising the impact of Level Crossing Removal Project, Melbourne Airport Rail, Regional Rail Revival, and Big Build Rail works on nearby properties.

Although the likelihood of works causing property damage is low, we take the risk of damage to property as a result of construction very seriously.

A number of measures are being implemented to deal with these risks on Level Crossing Removal Project, Melbourne Airport Rail, Regional Rail Revival, and Big Build Rail projects, including:

• offering pre-construction and post-construction condition surveys of properties located close to project sites on a proactive basis
• adoption of construction standards and guidelines that represent best practice
• stringent contractual requirements on contractors to prevent damage to properties
• an over-arching requirement under the Project’s Environmental Management Framework to undertake any required repair works or other actions as agreed with the landowner for properties affected by ground movement.

In addition to these measures, we have established procedures to ensure that, in the unlikely event that property damage arises, claims are dealt with in a way that is fair, efficient, timely and transparent for all parties. These procedures have been developed in conjunction with contractors and are set out below.

Submitting a claim

You may submit a claim relating to property damage caused by Level Crossing Removal Project, Melbourne Airport Rail, Regional Rail Revival, or Big Build Rail works in a number of ways, including:

• submit a property damage claim below
• phone the Big Build Information Line 24/7 on 1800 105 105
• write to us at GPO Box 2392, Melbourne, VIC 3001.

However, to ensure that your claim is progressed promptly, we recommend that you complete our online claim form so that we may refer your claim to the relevant contractor to progress.

Urgent claims

Where your claim relates to an immediate hazard caused by Level Crossing Removal Project, Melbourne Airport Rail, Regional Rail Revival or Big Build Rail projects, the relevant contractor will take immediate action to assess the situation and the need to undertake any urgent work to make your property safe.

We recommend you phone the Big Build Information Line 24/7 on 1800 105 105 if you believe there is an immediate hazard.

Investigating your claim

Following receipt of your claim, you will be contacted within 5 business days to acknowledge receipt of your claim. We will then assess whether damage has been caused by Level Crossing Removal Project, Melbourne Airport Rail, Regional Rail Revival or Big Build Rail works.

The assessment of damage may involve an inspection by experts with experience in construction matters such as builders, surveyors, engineers etc. This may require more than one inspection of your property, but multiple inspections will be minimised.

This assessment shall have regard to any property condition survey previously carried out in respect of your property and will be undertaken at no cost to you.

Resolving your claim

At the same time as confirming receipt of your claim, you will be advised of the period of time required to assess your claim. More complex claims may take longer to resolve.

To the extent reasonably possible, your claim will be resolved in accordance with the following timeframes:

• for lower value property damage, within 20 Business Days
• for higher value property damage, within 30 Business Days.

There will be regular updates where your claim takes longer to be resolved.

Following an inspection of your property, you will be advised of the assessment of your claim.

Where it is agreed that your property has been damaged as a result of Level Crossing Removal Project, Melbourne Airport Rail, Regional Rail Revival or Big Build Rail works, your claim will be resolved by financial compensation or having the agreed repair works carried out.

Where your claim is not able to be resolved by agreement, you may choose to pursue your claim further.

Management of claims

Your claim will be managed by the relevant Level Crossing Removal Project, Melbourne Airport Rail, Regional Rail Revival or Big Build Rail contractor.

We will ensure that your claim is managed in a fair, efficient and reasonable manner having regard to the complexity of the issues raised.

Note: where the relevant contractor forms a view that your claim does not warrant investigation, they will notify you of their reasons for declining to investigate your claim.

If you are unsatisfied with how your claim has been managed, you may lodge a complaint with us. We will review your complaint and liaise with the contractor regarding your concerns. Alternatively, if you are unsatisfied with the outcome of your claim and if you wish to have the matter dealt with independently you may raise the matter directly with the Public Transport Ombudsman by phone on Freecall 1800 466 865, by email at enquiries@ptovic.com.au, or by fax on 8623 2100. Letters can be addressed to the Public Transport Ombudsman at PO Box 538, Collins Street West, Melbourne VIC 8007. The Public Transport Ombudsman is a free, independent and impartial service. See further details about the Public Transport Ombudsman's role and services.