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 October:
For the month of October, Metro’s punctuality and delivery results were 94.05 per cent and 98.89 per cent respectively.
While we were pleased to note a reduction in trespass incidents, this highly dangerous behaviour still impacted 520 services for the month.
We worked hard to minimise disruptions for our passengers and deliver the consistent and reliable service that they expect and deserve.
Metro scheduled more than 68,000 services in October.
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.