March train cancellations remain low punctuality still to improve
Metro exceeded its delivery target in March for the fourth month in a row, running 98.6 per cent of 55,956 scheduled services, despite a number of Siemens trains being out of service.
"Despite fleet restrictions, we kept cancellations low by maintaining train availability at or above the required level during the peaks, which is 149 trains in morning peak and 144 trains required in afternoon peak," said CEO Andrew Lezala.
Metro conceded that on-time performance still had some way to go, with 80.5 per cent of trains running on-time in March (minimum target = 88 per cent), and cited the unprecedented levels of maintenance and upgrades in March as contributing to poor performance.
"Essential rail works in March meant we had buses running in place of trains on 13 out of 31 days in March, dragging down punctuality, but enabling us to focus on the important job of improving the condition of the railway," said Mr Lezala.
"We spent $2 million/day on projects and upgrades in March, and although the benefits might not be immediately visible, there will be long-term improvement."
"I'm disappointed that we've not met the punctuality target overall for March, but these works must continue to bring the railway up to standard, and that may mean train performance continues to be affected in the short-term," he said.
"We know how frustrating late running is for passengers, but the maintenance and upgrades we're doing are paying dividends behind the scenes, with a half the number of power supply failures since we took over the network, and a decrease in track faults."
"As the works continue, and infrastructure improves, it will translate to better train services for everyone," he said.
"To counter the disruptions caused by rail works, we're looking at how we can package maintenance up into shorter, more intense bursts of activity.
"Crowd management at platforms is also an important part of keeping trains on schedule, and the introduction of platform attendants (some equipped with white flags and whistles) has been shown to shave up to 10 seconds off the time trains spend at stations.
The number of delays and cancellations due to power supply issues in the four months since Metro took over has halved, compared to the same period last year. A new strategy of sending signal technicians out pre-emptively to known trouble spots has halved the response and recovery times when equipment faults occur.
Metro will pay customer compensation for falling below the punctuality target in March and customers with a monthly, six-monthly or yearly Metcard, may apply to receive two free daily Metcards. Metro customers with an eligible myki pass may apply for compensation in the form of myki money to the equivalent of two daily myki.
Eligible customers can apply for compensation by filling out a claim form available at staffed stations or download an application form from our performance section.
About Metro's performance targets
The Government has applied a tougher measurement system under the new train contract for both delivery (number of trains ‘not cancelled') and punctuality (number of trains on-time). For example, a train that bypasses the City Loop or doesn't reach its final destination now contributes to the cancellation rate, whereas under the previous contract it was counted as a full service.
The definition of an ‘on-time' train is also different, reducing from five minutes and 59 seconds (previous threshold) to four minutes and 59 seconds.
Metro's Service Commitment Code specifies that not more than two per cent of trains can be cancelled and/or not more than 12 per cent of trains can run late (to four minutes 59 seconds) in a month before compensation is triggered.
Metro customers with a monthly, six-monthly or yearly Metcard, may apply to receive two free daily Metcards. Metro customers with an eligible myki pass may apply for compensation in the form of myki money to the equivalent of two daily myki.
Eligible customers can apply for compensation by filling out a claim form available at staffed stations or download an application form from our performance section.
