At Metro, we closely monitor the performance of all our train services. We are committed to providing reliable train services and we work closely with the Victorian Government, Department of Transport and Public Transport Victoria (PTV) 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. While we always aim to meet and exceed our performance targets, on occasion, certain circumstances may mean we fall short. Our Performance Targets relate to:
‘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. Our performance thresholds are to run at least 98 percent of trains each month and for 88 per cent or more of these services to be punctual. If we do not reach our targets for punctuality and delivery, then eligible customers will be compensated. Our monthly, network-wide, performance data is available online and at stations on the 10th day of the month and includes any eligibility for compensation. 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?
To download a copy of our Customer Compensation Code, click here.
Alternatively, 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.|
|How do I claim?||If eligible for compensation, a form will be available for download from this website.|
|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 88% of Metro services are on-time in a calendar month||1x Daily Ticket|
|If less than 84% of Metro services are on-time in a calendar month||2x Daily Tickets|