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, 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.
Metro ran 96.2 per cent of trains on time in August, however service delivery was just below target at 98.3 per cent due to the introduction of Stage Four coronavirus restrictions.
A curfew imposed between 8pm and 5am means that Metro is required to run fewer services after 8pm to limit the spread of COVID-19.
All Night Network services, which run after midnight on Friday and Saturday nights, have also been temporarily suspended.
Metro would have met both targets in August had it not been for the reduction in evening services. Current restrictions mean there are still far fewer passengers using the network than usual. We have seen a sustained drop in delays caused by people getting on and off services, and platform crowding.
We’re more focused than ever on delivering a reliable service for the essential workers who still depend on our network every day. In August, Metro saw more trains delayed by weather events after a severe storm lashed Melbourne on 27 August.
Extreme winds caused trees to be blown across rail lines, with train services suspended between Flinders Street and Caulfield.
There were fewer train delays caused by trespassing compared to the previous month.
Metro ran more than 60,400 services in August.
Factors impacting performance across the month included:
- Weather events including multiple trees over railway tracks delaying 316 services
- Trespassing, police operations and near misses delaying 392 services
- Ill and unruly passengers delaying 71 services
- External power outages delaying 245 services
WHO IS ELIGIBLE FOR COMPENSATION?
Check the Customer Compensation Code or 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?||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|
|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 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.