Metro Performance
Recent Performance Results
The above statistics are aggregate values for the period of 28 days ending at the date of each statistics stipulated.
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 10th 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.
April 2013 Results
Delivery 98.9%
Punctuality 91.5%
Our performance thresholds are to run at least 98 per cent of trains each month and for more than 88 per cent of these services to be punctual. For our April performance no compensation can be claimed.
March 2013 Results
Delivery 98.8%
Punctuality 92.1%
Our performance thresholds are to run at least 98 per cent of trains each month and for more than 88 per cent of these services to be punctual. For our March performance no compensation can be claimed.
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 | |
|---|---|---|
| Customer | All holders of myki passes valid for 28 days or more | |
| Validity of claim | myki must have been used on at least 10 days of the month on the mode 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 | |
| Applying for compensation | Download and complete a compensation form from Metro website | |
| Application deadline | Up to the end of the month in which the results are notified |
What is value of compensation?
| Description | Myki | |
|---|---|---|
| Compensation trigger | myki compensation value | |
| Service Delivery | ||
| If Metro delivers less than 98% of its scheduled services in a calendar month | 1 daily ticket | |
| If Metro delivers less than 95% of its scheduled services in a calendar month | 2 daily tickets | |
| Punctuality | ||
| If less than 88% of Metro services are on-time in a calendar month | 1 daily ticket | |
| If less than 84% of Metro services are on-time in a calendar month | 2 daily tickets |
Refunds - what to do?
Metro understands there may be circumstances in which it is necessary to replace or refund tickets.
An Application for Replacement Ticket must be completed and submitted. The Metro Refund Code provides guidance on how to go about replacing a ticket.
To download a copy of the Metro Refund Code click here.
