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.
- Service delivery improved on almost every line, but punctuality was impacted by a number of incidents outside of Metro’s control.
- More than 1,600 services were delayed by police operations, near misses, and people illegally walking on railway tracks, compared to 788 in January.
- Victoria Police responded to a suspicious package under the train viaduct between Flinders Street and Southern Cross on 5 February, stopping trains between those stations for 25 minutes and delaying 124 services.
- Frankston Line services were delayed due to issues connecting a new signalling system with existing equipment, following level crossing removal works at Carrum.
- Metro safely and reliably carried passengers on 339 special services to the AFL State of Origin match at Marvel Stadium, the Australian Guineas at Flemington Racecourse, soccer matches and the Victorian Caravan, Camping & Touring Supershow.
Factors impacting performance across the month included:
- Trespassing, police operations and near misses delaying 1639 services
- Weather events including heavy rain delaying 857 services
- Ill and unruly passengers delaying 350 services
- External power outages delaying 340 services
‘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.
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.
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.