Metro Performance

At Metro, we closely monitor the performance of all our train services.

We are committed to ensuring our train service is reliable and we work closely with the Government and the Department of Transport to, not only meet our customer service and performance targets, but to exceed them.

Our partnership with the Victorian Government emphasises the importance of delivering services in line with the agreed timetable. While we endeavour at all times to meet and exceed all our performance thresholds, on occasions, circumstances may mean we fall short.

The performance thresholds relate to:

Punctuality – measured as a percentage of services arriving on time at destination. Train services are deemed as being on time if they are delivered between 59 seconds early and four minutes and 59 seconds late
Reliability – measured as a proportion of the timetabled train services run.

If we do not achieve our designated threshold levels of punctuality and reliability, then we will compensate eligible customers.

We publish our monthly network-wide performance data at all stations and on our website on the 10^th day of each month, including any eligibility for compensation.

Each month, the Department of Transport publishes the monthly punctuality and delivery data for train services, including line-by-line information. You can access this information here.

What are Metro’s performance standards?

Metro seeks to not only meet but exceed its performance thresholds. In the event Metro does not meet its performance thresholds, customer compensation must be paid. Metro’s performance thresholds are:

• Punctuality – measured as a percentage of services arriving on time at destination. Train services are deemed as being on time if they are delivered between 59 seconds early and four minutes and 59 seconds late
• Reliability – measured as a proportion of the timetabled train services run.

Who is eligible for compensation?

Regardless of whether a customer uses a myki card or a Metcard, the following table provides guidance for claiming compensation.

Description	Myki	Metcard
Customer Eligibility	All holders of myki passes valid for 28 days or more	All holders of monthly, six-monthly and yearly Metcards
Validity of claim	myki must have been used on at least 10 days of the month on the mode in question	Metcard must have been active for the first day of the month in question
Nature of compensation	The value of a daily ticket (or other value as defined) to be uploaded onto the customer’s Myki. The value loaded will reflect the same fare/zone mix as the myki pass being compensated	One daily ticket in the same zone and fare type combination
Applying for compensation	Complete an online application or complete the attached form	Download a compensation form from Metro website or complete the attached form
Application deadline	Up to the end of the month in which the results are notified	Up to 6 weeks post publication of results

What is value of compensation?

Compensation trigger

myki compensation value

Metcard compensation value

Service Delivery

If Metro delivers less than 98% of its scheduled services in a calendar month

If Metro delivers less than 95% of its scheduled services in a calendar month

1 daily ticket

2 daily tickets

1 daily Metcard

2 daily Metcards

Punctuality

If less than 88% of Metro services are on-time in a calendar month

If less than 84% of Metro services are on-time in a calendar month

1 daily ticket

2 daily tickets

1 daily Metcard

2 daily Metcards