Our vision is 'a proud railway for everyone, everyday'.
Welcome to the Metro experience and thank you for taking the time to read our Customer Service Charter. This Charter explains in clear and simple terms what you can expect from us in relation to service and reliability and what we expect from you in return. Throughout the following pages we articulate our commitment to provide you with an unparalleled service that meets your travelling needs by delivering you to your destination safely, comfortably and on time.
Melbourne is a growing metropolis and as a result, mobility needs are also growing. Transforming the train system into a 'Metro' style operation is essential to ensure quality services are provided to support Melbourne's growth now and into the future. We aim to achieve this with minimal disruption and will do all we can to make your travel experience as comfortable as possible.
The operator of Metro, Metro Trains Melbourne, has extensive local and international experience, including the expertise of Hong Kong's MTR, one of the world’s leading railways renowned for its safety, efficiency, reliability and customer service and satisfaction. We understand the importance of reliability and of listening to what you, our customers, want from your Metro service.
What you can expect from Metro:
What we expect from you:
We place safety as our highest priority. The safety and security of our customers is paramount, therefore we do not cut corners – anywhere.
At Metro, this includes the safety of the trains on our network, the personal safety of our customers and staff on trains, at stations and between intermodal connections at stations and car parks. We recognise that safety, in all its forms, is a key issue for our customers.
At Metro we have a 'no tolerance' policy when it comes to crime and criminal activity and will work closely with the Victorian Police Transit & Safety Division to ensure our stations and trains are safe environments. Personal safety will be enhanced through Closed Circuit Television (CCTV) surveillance on trains, on platforms at Premium stations and in station car parks, increased energy efficient lighting, public telephones in operating order at all stations and a heightened presence of staff and Transit Police.
Our 'Bringing Stations to Life' program will increase the amount of activity at stations and this too will provide an added sense of security and a corresponding welcoming atmosphere. Visit our website to learn more about our 'Bringing Stations to Life' program.
At all Premium stations you will experience an increased staff presence, particularly at night. Our customer service staff are also deployed on the majority of train services after 8 pm to provide an added safety net for customers. Our staff are fully trained in customer service and safety and are your first point of contact should you feel threatened by the unruly, aggressive or anti-social behaviour of another customer.
Most platforms are fitted with a red emergency intercom button, which allows customers to speak to staff to gain immediate assistance in an emergency situation. Our drivers also play an important role in communicating any major on-board issues to Metrol (the train control centre), while new and refurbished trains also feature CCTV and emergency help buttons to enable an appropriate emergency response.
Riding a bike on a platform is an offence and poses a danger to both the rider and customers. Always walk bikes along the platform and do not mount until you have exited the platform.
In the first few months of operation, Metro has committed to implementing the following safety initiatives:
We also work with the Victorian Police Transit Safety Division and local police units to further reduce crime on the network.
The Transit Safety Division has an increasing number of uniformed and plain-clothes officers travelling on the network throughout the day and evening.
Metro customers will enjoy clean, comfortable, safe and punctual rail travel – it’s that simple.
Metro has 77 Premium Stations, with a total of 211 stations on the network. Premium Stations are staffed from the first to last train, seven days a week. Premium stations also have waiting rooms and toilets, with staff on hand to assist customers with their travel requirements. Every weekday morning Metro will commit to providing staff at 22 Host stations meaning more than 80 percent of our customers will start their journey at a staffed station.
Metro’s station staff are our interface with customers and they provide face-to-face customer service. They assist customers with ticket and validating machines, myki (electronic ticketing system) and provide information about services. Our staff also enhance safety and security at our stations and reinforce our safety messages.
We make every effort to maintain high standards of cleanliness, both on trains and in stations, working to ensure stations and trains remain clean and graffiti-free. However, if an area or facility requires specific attention, for example due to graffiti, damage or dumped rubbish, please bring this matter to our attention by reporting it to 1800 MY METRO (1800 69 63876) so it can be attended to promptly. Metro will remove internal and external graffiti from trains within 24 hours of notification or, where not reported, within 72 hours of occurrence.
We actively encourage feedback and provide opportunities to hear the views of our customers. We utilise many different mediums to make it easy for our customers to provide feedback on any aspect of our service or facilities. We actively seek the opinions of regular users, occasional users, event only and non-rail users to ensure we are constantly evaluating, benchmarking and improving our system and service for everyone, everyday.
Call: Metro Customer Service1800 MY METRO (1800 69 63876) Email: feedback@metrotrains.com.auMail: Customer FeedbackMetro Trains MelbourneGPO Box 1880MELBOURNE 3001 Website: www.metrotrains.com.au
Under our partnership with the State Government, Metro operates the entire metropolitan train network. We are committed to ensuring our train service is reliable and are working hard to not only meet our customer service and performance targets but to exceed them.
On weekdays, Metro will operate over 2,000 services throughout metropolitan Melbourne, which equates to more than 600,000 services per year. We will also review our train schedules at regular intervals to ensure that they continue to meet your needs. In addition, we will look at new and innovative ways to improve our scheduling. Customers will be notified 10 weekdays in advance of all proposed scheduling changes through poster promotions displayed at stations, the Metro and Metlink websites, Metlink call centre and SMS (if you have registered with us).
From time to time, planned essential infrastructure maintenance works will disrupt our services. When this occurs, we will ensure that alternative bus transport is available. We will endeavour to notify you at least seven days in advance of any planned works through the media, on our website and via notices and announcements at stations.
Where unplanned and unexpected disruptions due to accidents or other unforeseen circumstances occur, we will provide alternative bus services as quickly as possible. We will, of course, keep you informed about the nature of the disruption, the anticipated delay time and any alternative transportation that has been arranged through audio announcements at stations, on trains and via our customer service staff.
As the sporting and cultural capital of Australia, Melbourne is host to many major events. These include the Spring Racing Carnival, the AFL football season, the F1 Grand Prix, the Australian Tennis Open and social and cultural experiences such as concerts, theatre and a range of community based activities. Metro will play an integral role in supporting these events by running additional and special services to cater for the needs of participants.
Additional services will be promoted through media, poster promotions at stations, the Metro and Metlink websites and Metlink call centre.
We are determined that Melbourne’s Metro will take its place as one of the world’s leading railways. Our proven operational systems and commitment to continuous improvement will make this goal a reality. Our all-embracing approach to innovation also means we will continue to introduce new technology aimed at improving your travel experience.
Metro understands what it takes to run a world-class train system and we make the following commitments to our customers:
Metro operates under a strict Operational Performance Regime (OPR), which provides incentives and penalties related to the punctuality and reliability of our services.
You can be confident that Metro has the experience to get you to your destination on time. Whether your reason for travel by train is to commute to and from work, for social or recreational purposes or as a convenient way to travel to Melbourne’s sporting and cultural events, Metro will get you there.
Metro is the face of train travel in metropolitan Melbourne and our vision is - 'a proud railway for everyone, everyday'.
Metro will publish monthly network-wide performance data at all stations, on our website and through our dedicated customer feedback service within 10 days of the end of each month. This will include any eligibility for compensation during the period. Monthly line-by-line service delivery information, including information about any issue that has affected our performance, will also be available on our website.
Detailed information about our service commitment and our compensation code is available in brochure form at all stations, from our website or by calling our customer feedback line.
The Victorian Government also produces a monthly and more detailed quarterly on-line report called Track Record, which provides information about each public transport operator’s performance. Copies of Track Record can be accessed from The Department of Transport website at www.transport.vic.gov.au/trackrecord.
Our customers will find consistent and clear signage to direct them quickly to their destinations. In addition, we will utilise a variety of media to make information readily available to our customers. These include: current printed timetables at stations and authorised Metlink ticket sales outlets, ‘green’ buttons at stations which provide timetable information, customer information bulletins, SMS services and emails. The latest timetable information for trains, trams and buses will also be found through our website. Customers can also plan their daily travel via a trip planner available through our website.
We are committed to continuing to develop new and innovative ways to communicate with our customers including SMS, Wireless Application Protocol (WAP) and utilising the 3G network to provide immediate, up-to-date timetabling information as well as updates on service disruptions. In addition, we will incorporate new communications technologies as and when they become available.
Melbourne is progressively moving to a new ticketing system called myki. It is a durable, reusable smartcard with an embedded computer chip which automatically calculates and deducts the correct fare for your journey.
During the move to myki, you will notice two types of ticketing equipment on the train, tram and bus networks. From 29 December 2009, you can use your myki on Metro trains (as well as the existing Metcard system) however customers connecting to or from a tram or bus service should continue travelling with a Metcard until further notice.
Please note at this stage you will need to purchase your myki online at myki.com.au or by calling 13 6954 (13 myki). You can then begin using your myki on Metro trains and also top up with money, a travel pass or both at most of our stations.
Please note that travel on the City Circle Tram route will continue to be a free service for all Victorians and visitors to Melbourne.
The setting and changing of fares is undertaken by the Victorian State Government. When changes to the existing fare structure are planned, we will notify you at least 10 weekdays in advance via our website, the Metlink website, through newspaper advertisements and on posters at all stations.
For more information on fares, refer to the Victorian Fares & Ticketing Manual (General) available for download from Metlink Melbourne website at www.metlinkmelbourne.com.au.
The Government, in conjunction with Metro, is committed to providing concession fares. Concession tickets are available for children 16 years and under and for individuals who are holders of approved Victorian concession cards. This includes pensioners, senior citizens, and students with a public transport concession card and people with special needs. Children 3 years and under can travel free on all services but must be accompanied by a parent or guardian.
A companion or carer holding a Companion Card is entitled to free travel on Victorian public transport services when travelling with an authorised cardholder.
Further information on fares, concessions and the myki or Metcard ticketing systems can be found at Premium Stations, on-line at www.metlinkmelbourne.com.au or by calling Metlink on 131 638.
If your myki card fails when you use it or your Metcard fails to validate, first check that you have touched on / touched off your myki card correctly or inserted your Metcard correctly. Your myki is scanned against a myki reader and the arrow on the Metcard must be pointing to the validator and its front face must be facing you. Your myki or Metcard are valuable items and should be treated and stored carefully.
Faulty myki cards or Metcards will be replaced, however those damaged through misuse will not. The cards must not show any sign of physical or magnetic damage.
If you believe you are entitled to a ticket replacement or refund, a refund form and reply-paid envelope can be obtained from:
Our Customer Service Officers on the public transport network have been accredited by the Department of Transport as Authorised Officers. They are responsible for ensuring that customers comply with ticketing and behavioural requirements, when travelling on Metro services and using our facilities. Under the Transport Act, passengers are required to produce a ticket (and concession identification where appropriate) upon request. If a passenger refuses to show their ticket, Authorised Officers have the authority to:
Once a report of an offence has been issued, it is lodged with the Department of Transport, which will issue an infringement notice, if applicable. If you disagree with an infringement notice, or have any queries about the process, you can call the Department of Transport on 1300 135 066.
Please understand that our Authorised Officers are doing the jobs they are required to do and Metro does not tolerate abuse of our staff.
We have promised to make Melbourne’s train service run the way it was always intended and will stay true to that promise. It is our aim to deliver improved levels of punctuality, but if we do not achieve our designated threshold levels of punctuality (88% of services arrive within 4 minutes and 59 seconds, or equivalently 92% of services within 5 minutes and 59 seconds) and reliability (98% of services are delivered), then we will compensate eligible customers holding myki passes valid for 28 days or more or monthly, six-monthly or yearly Metcards.
We will also provide compensation by way of myki credits or Metcards to eligible customers who have experienced major inconvenience. Refer to the Metro Customer Compensation Code for more information.
To determine whether compensation is payable, please check the service performance notices on posters at stations, on the Metro website www.metrotrains.com.au or the Department of Transport website at www.transport.vic.gov.au.If you wish to make a claim, please refer to the Metro Customer Compensation Code.
We can only deal with and address those problems or issues we know about, therefore we encourage you to share your comments about the system with us. Our customer service staff are here to assist you. As your opinion matters to us, if you make a formal complaint or provide formal feedback, we will respond to you within seven business days. In more complex cases our response will consist of an acknowledgement with a commitment to a complete response within a specified timeframe. Customer feedback is essential to improving our service and you can provide us with comments via the following mediums:
If you are not happy with our response after following-up with us, please communicate your concerns to the Public Transport Industry Ombudsman. Contact details for the Ombudsman are below:
Call: 1800 466 865 or 8623 2111 (8.30am-5pm Monday – Friday) TTY: 1800 809 623Fax: 8623 2100 Email: enquiries@ptovic.com.au
Mail: Public Transport Industry Ombudsman (Victoria)P.O. Box 538Collins Street WestMELBOURNE VIC 3001
Website: www.ptovic.com.au
We recognise and respect the rights of all our customers and we consult with the Public Transport Access Committee to ensure that Metro’s rail service is accessible for everyone, everyday.
All Metro trains are wheelchair-accessible. The driver will help you board the train by placing a ramp between the platform and the first door of the front carriage.
Passengers who need help boarding trains should wait on the platform near the front of the train. On a metropolitan platform, this is marked with a yellow or white rectangle on the pavement.
When you reach your destination station, the driver will use a ramp to help you off the train. It is best to write your destination on a note, which you can collect from a station office before you travel. If you are at an unstaffed station, you can use your own note.
Metropolitan stations have ramps to enter the station and platforms. There are lifts at Southern Cross, Flinders Street, Box Hill, Dandenong, Boronia, Watergardens, North Melbourne, Nunawading, Laverton, Footscray and all underground City Loop stations.
For special needs assistance or advice, please contact 1800 MY METRO (1800 69 63876). A copy of our Disability Action Plan can be obtained by contacting us:
Call: 1800 MY METRO (1800 69 63876)TTY: (03) 9619 2727Mail: Metro Customer ServiceGPO Box 1880MELBOURNE 3001 Website: www.metrotrains.com.au
Pay your way and treat your fellow travellers with respect
Metro, as part of Melbourne’s public transport system, requires all passengers to have a current, appropriate, myki card or Metcard in their possession prior to boarding a train on any part of the network.myki cards and Metcards are available to purchase or, in the case of myki, top-up from machines at all stations, retail agencies, the Metshop, as well as from Customer Service Centres at Premium Stations and online via the Metlink website www.metlinkmelbourne.com.au.
All customers must touch on their myki card at the start of each journey and touch off at the end of each journey or validate their Metcard at the start of each journey and whenever they change from one mode of public transport to another (for example from tram to train). Customers must also touch on their myki cards or validate their Metcards before entering a designated station area. Transport operators rely on appropriate myki / Metcard usage as confirmation of your right to travel under the Transport Act, as well as determining travelling patterns for future planning needs.
Proof of concession entitlement must be carried when travelling on a concession fare, i.e. Pensioner Concession card, Seniors card, Student Concession card, Companion card, Healthcare card or other proof of entitlement. This concession entitlement card must be produced by the customer when requested by an Authorised Officer. Note that School Student Identity cards do not entitle the holder to travel on a concession fare. Concession cards are not transferable. Tickets must not be transferred to another person and all lost tickets should be reported to Metro.
Rules and regulations in place across the network have been created to ensure the safety and security of customers and staff whilst travelling. These rules relate to such matters as offensive behaviour, consumption of alcohol, smoking, damage to property, litter and putting feet on seats. Compliance with all requirements of the Transport Act and regulations is expected. It is also an offence to attempt to board or leave a moving train, to cross tracks where there is no designated crossing, or to cross tracks when warning bells or lights are operating. We also remind customers to stand behind the yellow line, on all platforms and adhere to the directions of platform attendants.
Treating your fellow customers with respect is an important element of safe and comfortable travel. Using public transport is more difficult for the elderly and the disabled and we ask our customers to be mindful of their needs and, when trains are crowded, to offer your seat.
Customers may take hand luggage and small articles on trains without charge. However, any article that is offensive or causes discomfort or inconvenience to other passengers is not permitted.
Prams, strollers and walking aids can be carried free of charge at all times. We recommend these customers travel in the front carriages to ensure that they can be clearly seen by the driver when entering or exiting the train.
Bicycles can be carried free on metropolitan trains at any time. Cyclists must not, at any time, board at the first door of the first carriage, or store a bicycle in the area adjacent to this door, as this area is reserved for customers in wheelchairs. As a courtesy to fellow customers, cyclists are requested to avoid heavily congested carriages.
Petrol-driven vehicles of any kind are not permitted on public transport services for safety reasons. Electrically-driven mobility aids (such as wheelchairs and scooters) are permitted on public transport. Visit the Metlink website for further information about mobility aids.
A considerable number of Melbourne’s train stations have bike racks, lockers and cages available for public use. Visit the Metro website at www.metrotrains.com.au for details of station bike facilities and hiring conditions.
Explosives and flammable liquids are not permitted in any rail premises or vehicles. Petrol driven devices such as powered skateboards and scooters are also prohibited.
Please contact the Customer Service line on 1800 MY METRO (1800 69 63876) for more information.
Only animals identified on an Assisted Animal Pass can travel on all Victorian public transport services.
Dogs on leads are permitted on metropolitan trains, but only if they are muzzled. Dogs are not allowed on seats, are not allowed to block doorways or passageways and must be controlled by their owner at all times. Any customer who travels with an animal must also clean up any mess it creates.
Small animals can travel on metropolitan public tranport, but they must be in a suitable container.
If you believe an item of your property has been left on a train or at one of our stations, please call 1800 MY METRO (1800 69 63876) between 8 am and 5 pm, Monday to Friday, as it may have been handed in.
Recently, passenger numbers have increased dramatically and we continue to monitor numbers on a daily basis to give us an accurate picture of patronage on each of our lines. This allows us to plan service delivery required to meet patronage growth.
Crowding will always be an issue of varying degrees during peak periods, as passenger numbers are expected to continue to increase. Metro is committed to the ongoing review and refinement of all aspects of train travel and introducing measures to make travel comfortable
Our customers can experience seamless linkages between tram, bus and train services.Our unified and committed partnership with Metlink and other public transport operators is aimed at improving communications between the different modes of transport so that the whole public transport system operates as a seamless network. We also work closely with other operators to promote greater coordination in timetabling, signage and information between the different modes of public transport.
Metro provides copies of this charter to existing and potential customers upon request (see How to Contact Us below) It is available in large print, Braille and in audio format as well as in the following 14 languages:
The Metlink website (www.metlinkmelbourne.com.au) provides contact numbers to obtain public transport information in other languages.
Thank you for taking the time to read our Customer Service Charter. We hope you understand our commitment to making Metro the safest, most reliable, comfortable and efficient way to get around Melbourne. So come aboard and enjoy the experience.
Call: 1800 MY METRO (1800 69 63876)TTY: (03) 9619 2727Mail: Metro Customer ServiceGPO Box 1880MELBOURNE 3001 Email: info@metrotrains.com.auWebsite: www.metrotrains.com.au
For metropolitan train, tram, bus and ticketing informationCall: 131 638 (6am - midnight daily) TTY: (03) 9619 2727Mail: Metlink Victoria Pty LtdGPO Box 4693TTMELBOURNE VIC 3001 Email: feedback@metlinkmelbourne.com.auWebsite: www.metlinkmelbourne.com.au
For regional train, coach and ticketing informationCall: 136 196 (6am - midnight daily)Website: www.viclink.com.au
Call: 1800 652 313 8:30am - 6pm Monday to Thursday 8:30am - 9pm Friday 9am - 1pm Saturday
Call 13 6954 (6am - midnight daily)TTY: (03) 9619 2727Mail: mykiGPO Box 4318MELBOURNE VIC 3001Website: www.myki.com.au
Call: (03) 9413 1111 (8am - 5pm Monday to Friday)
Call:131 638 (6am - midnight daily)
Public Transport OmbudsmanCall: 1800 466 865 or 8623 2111 (9am - 5pm Monday to Friday) TTY: 1800 809 623Fax: (03) 8623 2100 Email: enquiries@ptovic.com.auMail: P.O. Box 538 Collins Street West MELBOURNE VIC 8007Website: www.ptovic.com.au
Call: 1800 800 166 Customer Feedback (6am – midnight daily) Website: www.yarratrams.com.au131 638 Train, Tram and Bus information (6am - midnight daily) Mail: Customer ServiceYarra TramsGPO Box 5231MELBOURNE VIC 3001
Customer FeedbackCall: 1800 800 120 (6am – midnight daily) 136 196 Information and Reservations (6am – midnight daily) TTY: (03) 9619 2727Mail:Customer RelationsV/LineReply Paid 5343MELBOURNE VIC 3001Website: www.vline.com.au
Call: (03) 9655 3333 (9am - 5pm Monday to Friday)Website: www.transport.vic.gov.auMail:GPO Box 2797MELBOURNE VIC 3001
Call: (03) 9654 2600 (9am - 5pm Monday to Friday)Website: www.travellersaid.org.auMail:225 Bourke StMELBOURNE VIC 3000 Email: info@travellersaid.org.au