Metro Performance

At Metro, we closely monitor the performance of train services to ensure we are delivering the best possible experience for our passengers. To improve reliability, we work with the Department of Transport to ensure customer service and performance targets are not only met, but exceeded.

Our partnership with the Victorian Government emphasises the importance of delivering services in line with the agreed timetable. Every week we spend more than $12 million on maintenance and renewal work across our infrastructure, operating systems and rolling stock divisions.

In August, track and signalling upgrades, bridge maintenance, and graffiti removal works were carried out across the network, including on the Cranbourne/Pakenham, Sandringham, Werribee/Williamstown and Mernda lines.

Significant power upgrades and maintenance also saw replacement buses running on all or part of the Werribee, Williamstown, Sunbury, Craigieburn and Upfield lines, with no trains running through the City Loop.

A number of incidents contributed to the August performance result, including an overhead issue on the Frankston line on 13 August, which saw services suspended between Moorabbin and Mordialloc to allow for emergency repairs.

There were 281 incidents related to trespassing and police operations which caused delays to services in August. These are incidents outside of Metro’s control and often require trains to be stopped or to run at caution at the request of Victoria Police.

In August, Metro ran 250 extra services to special events including White Night, AFL matches, and international basketball games between Australia and the USA.

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.

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

98.9% DELIVERY
92.4% PUNCTUALITY
September 2018 Results

98.5% DELIVERY
91.6% PUNCTUALITY
August 2018 Results

98.6% DELIVERY
92.5% PUNCTUALITY
July 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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