The safety of the public, the local community and our workers is our number one priority as we deliver the Metro Tunnel.

Metro Tunnel Project has established procedures to ensure that, in the unlikely event that a member of the public suffers a personal injury, claims are dealt with in a way that is fair, efficient, timely and transparent for all parties.

Submitting a claim

You may submit a claim relating to personal injury caused by the Metro Tunnel works in a number of ways, including:

You can also submit a claim relating to property damage associated with Metro Tunnel works.

Where your claim relates to an immediate hazard caused by the Metro Tunnel Project, we recommend you phone the Metro Tunnel Project Information Line on 1800 105 105 (24 hours a day, 7 days a week) so that the relevant contractor can take immediate action.

Resolving your claim

Following submission of your claim, you will be contacted to acknowledge receipt of your claim and advised of the next steps involved in progressing your claim.

To the extent reasonably possible, your claim for personal injury will be resolved within 20 business days, with regular updates where your claim takes longer to be resolved. More complex claims may take longer to resolve.

Your claim will be managed by the relevant Metro Tunnel contractor or the State’s insurer, the Victorian Managed Insurance Authority (VMIA), depending on the value of your claim.

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

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 VMIA or the contractor (as applicable) regarding your concerns.