V/Line

Project Overview

WVFRM partnered with V/Line to bring their “Five to Thrive” Customer Charter to life through cinematic video storytelling. V/Line — as a major regional rail provider servicing communities across Victoria — wanted to move beyond static statements and show the people, processes and purpose behind their promise to passengers.

To do this, we filmed across various V/Line sites, capturing staff at work, behind-the-scenes infrastructure, and everyday operations that keep trains running. Through a mix of documentary-style visuals and interviews with key team members, the video showcases how each of the five core elements of the charter is realised on the ground.

The film serves as a powerful, human-centred narrative — giving passengers and stakeholders a transparent view of what it takes to deliver reliable regional transport. It celebrates the people behind the network, clarifies V/Line’s commitment to quality service, and helps strengthen trust in public transport across communities.

Challenge

V/Line wanted to clearly communicate its commitment to customers via their “Five to Thrive” Customer Charter. They needed a visual, compelling way to show not only what the charter stands for, but how it plays out on the ground, across people, infrastructure and day-to-day operations. Text or words alone wouldn’t capture the scale, teamwork and care behind a state-wide rail service.

Solution

WVFRM produced a comprehensive video capturing teams across multiple V/Line locations, filming staff in action, operations behind the scenes, and the human faces of public transport. We combined on-site footage with interviews of key personnel to showcase how each part of the charter comes to life: from service delivery to safety, reliability, and customer care. The result is a cinematic, documentary-style film that brings V/Line’s promise into vivid reality.

Outcome

The final video provides V/Line with a powerful storytelling asset that communicates their values and operational commitment in a relatable, human way. It helps build trust with passengers and stakeholders, celebrates the people delivering regional rail services, and reinforces V/Line’s identity as a service-driven, community-centred transport provider.

Key Results

• Produced a high-impact case-study video for V/Line that visualises their “Five to Thrive” Customer Charter in real operations.
• Captured real staff, real infrastructure, and real service delivery — showing the human side of regional public transport.
• Delivered a versatile, polished asset suitable for internal comms, stakeholder engagement, marketing and public information.
• Helped translate corporate-level commitments into tangible, relatable stories for customers and community.
• Strengthened V/Line’s brand identity through authentic storytelling, reinforcing transparency, reliability and care in service.