Metro Performance

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 in the number 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 10th 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.

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.

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