At Metro, we closely monitor the performance of our train services. We are committed to providing a reliable service for our passengers, and work closely with the Department of Transport to ensure we not only meet, but exceed our customer service and performance targets.
Our partnership with the Victorian Government emphasises the importance of delivering services in line with the agreed timetable. Every week Metro spends more than $12 million on maintenance and renewal work. In July, we carried out works to renew track, signalling, power systems and overhead electrical equipment to ensure our network can operate at its best.
A number of incidents contributed to July’s performance result including a train that struck two vehicles parked across the Brunt Road level crossing near Officer on 15 July. This incident alone affected nearly 120 trains and suspended Pakenham line services for much of the day to allow for crash investigations and level crossing repair works.
Trespassers continued to impact train running during July with around 220 individual incidents affecting more than 400 trains.
In July, Metro ran 221 extra services to special events across the city.
‘On time’ is defined as the proportion of services which arrived at their destination no later than four minutes and 59 seconds after the scheduled time in the timetable.
Measured as a proportion of the timetabled train services run.
There are also compensation thresholds. If we don’t run at least 98% of services each month with
90% or more of these services punctual, eligible customers will be compensated. Our monthly, network-wide, performance data is available online and at stations around the 10th day of the month.
The Department of Transport also publishes monthly punctuality and delivery data for train services, including line specific information.
You can access this information here.
WHO IS ELIGIBLE FOR COMPENSATION?
Check the Customer Compensation Code or use the table below as a guide to claiming compensation.
|Can I claim compensation?||Compensation can be claimed by all holders of myki passes that are valid for 28 days or more|
|Is my claim valid?||Your myki must have been correctly used on train services for at least 10 days of that month|
|How much will I be compensated?||The value of a daily ticket (or other value as defined) will be uploaded onto your myki. The value loaded will reflect the same fare/zone mix as the myki pass being compensated.|
|When do I need to claim by?||Up until the end of the month in which the results of the previous month are announced.|
|COMPENSATION TRIGGER||MYKI COMPENSATION VALUE|
|If Metro delivers less than 98% of its scheduled services in a calendar month||1x Daily Ticket|
|If Metro delivers less than 95% of its scheduled services in a calendar month||2x Daily Tickets|
|If less than 90% of Metro services are on-time in a calendar month||1x Daily Ticket|
|If less than 86% of Metro services are on-time in a calendar month||2x Daily Tickets|
We understand there may be times when it is necessary to replace or process refunds to myki passes. To do this, an application for a replacement myki must be completed and submitted to myki. These are available from the PTV website. In the case of a damaged or defective myki you can visit any premium station and receive a replacement card. Any existing balance on your old card will be transferred to the new one as part of the replacement process. In the case of a lost or stolen myki you will need to complete and submit a myki replacement form, available from the PTV website.