Passengers are at the heart of everything we do and we are focussed on giving them the consistent, reliable services they deserve.

Our partnership with the Department of Transport emphasises the importance of delivering services on time with tougher performance targets.

We’re investing $12 million in our network every week with crews out every day and night maintaining and renewing our infrastructure, trains and technology to continuously improve the performance of the network and experience for our passengers.

Our teams are working hard every day to minimise delays caused by trespassing, emergency services requests, equipment faults, ill passengers, vandalism, external power outages, infrastructure upgrade works, vehicles on level crossings and extreme weather.

In January:

• Overall punctuality improved across the network.
• An industrial dispute involving train drivers significantly affected performance during the month, and Metro would have met its targets without this impact to service delivery.
• More than 550 trains were delayed by weather. This included days of extreme heat and multiple lightning strikes affecting equipment.
• There was a reduction of trains impacted by trespassing, with 788 trains delayed in January compared to 926 in December.
• We launched a new passenger safety campaign – Check Yourself Around Trains – encouraging safer behaviours on the rail network.
• More than 1,000 services were delayed due to passenger behaviour and congestion, a reduction compared to the previous month with the new campaign to continue to reach commuters on their digital devices when near and at stations across the network.

We safely and reliably carried 114,000 people on 270 special event services across the city, including to Big Bash League cricket matches.

More than 1.6 million passengers were moved on replacement buses over 25 days during major Metro Tunnel works.

Factors impacting performance across the month included:

• Trespassing, police operations and near misses delaying 788 services
• Extreme heat, wind and lightning strikes delaying 552 services
• Driver resourcing issues delaying 397 services
• Ill and unruly passengers delaying 213 services
• External power outages delaying 204 services

PUNCTUALITY

‘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.

DELIVERY

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 10^th 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.