Metro Performance

Passengers are at the heart of everything we do and our priority is delivering the consistent, reliable services they deserve.

Our partnership with the Department of Transport emphasises the importance of running trains on time with tougher performance targets.

To ensure we’re delivering the best possible service, we invest $12 million in our network every week to maintain our infrastructure, rail equipment, trains and technology.

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.

We are committed to continuously improving the performance of the network, and the experience for our passengers.

In September:

Metro met both performance targets for the month, running 95.5 per cent of trains on time and delivering 99.0 per cent of timetabled services.
With more passengers returning to the network, we’re more focused than ever on delivering safe and reliable services.
Compared with the previous month, there were fewer network delays caused by police operations and third-party power faults.

Factors impacting performance across the month included:
• Trespassing, police operations and near misses delaying 913 services
• Weather events delaying 141 services
• Ill and unruly passengers delaying 83 services
• Other factors including external power outages delaying 158 services

Metro ran more than 62,000 services in September.

99.0% DELIVERY
95.5% PUNCTUALITY
September 2021 Results

99.0% DELIVERY
95.7% PUNCTUALITY
August 2021 Results

98.8% DELIVERY
93.8% PUNCTUALITY
July 2021 Results

98.9% DELIVERY
94.9% PUNCTUALITY
June 2021 Results

98.9% DELIVERY
93.6% PUNCTUALITY
May 2021 Results

99.0% DELIVERY
93.5% PUNCTUALITY
April 2021 Results

98.5% DELIVERY
93.1% PUNCTUALITY
March 2021 Results

98.2% DELIVERY
95.1% PUNCTUALITY
February 2021 Results

98.9% DELIVERY
95.5% PUNCTUALITY
January 2021 Results

98.7% DELIVERY
95.3% PUNCTUALITY
December 2020 Results

98.7% DELIVERY
94.7% PUNCTUALITY
November 2020 Results

99.4% DELIVERY
97.1% PUNCTUALITY
October 2020 Results

99.4% DELIVERY
97.6% PUNCTUALITY
September 2020 Results

98.3% DELIVERY
96.2% PUNCTUALITY
August 2020 Results

98.9% DELIVERY
96.3% PUNCTUALITY
July 2020 Results

99.0% DELIVERY
95.7% PUNCTUALITY
June 2020 Results

99.1% DELIVERY
96.2% PUNCTUALITY
May 2020 Results

99.0% DELIVERY
96.2% PUNCTUALITY
April 2020 Results

98.8% DELIVERY
92.7% PUNCTUALITY
March 2020 Results

98.6% DELIVERY
90.3% PUNCTUALITY
February 2020 Results

97.98% DELIVERY
91.0% PUNCTUALITY
January 2020 Results

98.2% DELIVERY
90.8% PUNCTUALITY
December 2019 Results

98.3% DELIVERY
91.5% PUNCTUALITY
November 2019 Results

98.5% DELIVERY
90.3% PUNCTUALITY
October 2019 Results

98.4% DELIVERY
89.9% PUNCTUALITY
September 2019 Results

98.1% DELIVERY
89.9% PUNCTUALITY
August 2019 Results

98.4% DELIVERY
91.3% PUNCTUALITY
July 2019 Results

98.4% DELIVERY
88.3% PUNCTUALITY
June 2019 Results

98.2% DELIVERY
90.4% PUNCTUALITY
May 2019 Results

98.3% DELIVERY
91.4% PUNCTUALITY
April 2019 Results

98% DELIVERY
88.4% PUNCTUALITY
March 2019 Results

98.5% DELIVERY
90.8% PUNCTUALITY
February 2019 Results

98.1% DELIVERY
91.5% PUNCTUALITY
January 2019 Results

98.4% DELIVERY
92.4% PUNCTUALITY
December 2018 Results

98.7% DELIVERY
92.1% PUNCTUALITY
November 2018 Results

98.5% DELIVERY
91.4% PUNCTUALITY
October 2018 Results

WHO IS ELIGIBLE FOR COMPENSATION?

Check the Customer Compensation Code or use the table below as a guide to claiming compensation.

Click here to download the Customer Compensation Code.

Click here to download a PDF of the Customer Charter.
Click here to download a word doc of the Customer Charter.

 

 

YOUR QUESTION ANSWER
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? In the event that Metro Trains has not met its target, an online form will be available on this page to apply for compensation. Click here to see if you are eligible for compensation
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
Delivery
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
Punctuality
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.