Yarra Trams’ Customer Service Charter
Table of contents
Maps
Melbourne tram network
Melbourne train network
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6
Our Approach
Performance
Publication of performance statistics
8
8
9
Services
Timetable changes
Service disruptions
Free City Circle Tram
10
10
10
11
Fares and ticketing
Public Transport Victoria
Metcards
myki
Availability of brochures
Concessions
Ticket checking
Ticket refunds
12
12
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12
13
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13
14
Customer Service
Cleaning
Graffiti and dumped rubbish
Employee conduct
Customer Feedback and complaints
Complaints handling
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16
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17
18
18
Passenger Information
Timetables
20
20
tramTRACKER®
Hours of operation
Lost property
Carriage of items
Carrying of pets
Compensation
Heritage
Intermodal coordination
Overcrowding
Safety and security
Accessibility
Customer obligations
Interpreter services
Sustainability
20
21
21
21
21
22
22
22
22
24
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25
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How to contact us
Key public transport contacts
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Our guiding principle for operating Melbourne’s tram network is to
‘think like a passenger’.
Yarra Trams understands that safety, reliability, punctuality and outstanding customer service are what our passengers expect…
Our Approach
Our guiding principle for operating Melbourne’s tram network is to
Think Like a Passenger and our aim is to deliver a safe, reliable and
comfortable service that provides the best possible travelling experience, contributes to the economic sustainability of our city and
strengthens our local communities.
Our ability to Think Like a Passenger ensures passengers have the information they need for their journey, a safe and clean travelling environment, high quality customer service and a reliable service.
Passengers will have confidence in the fact they will be safe and comfortable during their journey. Even more than that, Yarra Trams aims
to provide harmonious interactions with tram operations that contribute to sustaining and improving Melbourne’s quality of life.
Yarra Trams understands that safety, reliability, punctuality and outstanding customer service are what our passengers expect and this
charter sets out exactly how we will meet and exceed these expectations.
Performance
To ensure transparency and accountability Yarra Trams will provide
customers with monthly performance results that detail tram reliability and punctuality. Reliability and punctuality are measured at various points along each tram route.
Reliability is a percentage based measure of the number of services
delivered in relation to those scheduled. The current reliability
threshold is set at 98%. We aim to improve reliability, so that more
services are delivered.
Tram punctuality is measured by whether a service arrives later than
4 minutes 59 seconds or one minute earlier than its scheduled arrival
time. The current punctuality threshold is set at 77% and we are
committed to improving this rate.
Publication of performance statistics
We aim to publish performance results for reliability and punctuality
no later than 10 days after the end of each month. The results will be
displayed on posters in trams and online at yarratrams.com.au
This information will also be available by contacting our Customer
Feedback Team on 1800 800 007 between 6am and midnight daily.
Passengers are also encouraged to review Track Record, the Public
Transport Victoria quarterly publication that provides detailed information about each public transport operator’s performance.
Monthly Track Record bulletins are also provided online at
ptv.vic.gov.au
Services
We work in partnership with the Victorian Government to deliver on
the commitment to retain and improve the existing tram network.
Timetable changes
When changes to a timetable are going to occur, customers will be
notified at least seven days prior to the changes taking effect through
newspaper advertisements, online at yarratrams.com.au and
ptv.vic.gov.au, posters inside trams and at tram stops along the affected route.
Timetables will not be changed by Yarra Trams without the prior approval of the Victorian Government.
Service disruptions
We have processes in place to provide alternative transport where
possible and personnel to assist passengers in the event of planned or
unplanned service disruptions. Regular announcements will be made
on trams to keep passengers informed about disruptions, including information about alternative transport arrangements if available.
Seven day notification about planned disruptions will be placed in
tram bulletin boards, at affected tram stops, on trams and online at
yarratrams.com.au and ptv.vic.gov.au
Free City Circle Tram
We are proud to work in partnership with the Victorian Government
to provide the very popular free City Circle Tram for all Victorians and
visitors who wish to take in the sights of Melbourne. The City Circle
Tram is one of Melbourne’s most popular attractions, offering passengers the unique experience of travelling on a historic tram while seeing the city’s sights. An automated audio commentary announces
points of interest along the route.
The City Circle Tram travels around the city past many landmarks and
major attractions such as Parliament House, Docklands, Federation
Square, Melbourne Aquarium and the Princess Theatre.
The City Circle Tram also links with other tram, train and bus routes
around Melbourne.
To catch the City Circle Tram, simply wait at any tram stop along the
City Circle Tram route. These tram stops are specially marked with a
City Circle sign.
Trams run in both directions every 12 minutes between 10am and
6pm from Sunday to Wednesday and between 10am and 9pm every
Thursday, Friday and Saturday.
Public Transport Victoria
Public Transport Victoria (PTV) is the statutory authority that administers Victoria’s train, tram and bus services. It provides a single contact
point for customers wanting information on public transport services,
fare, tickets and initiatives. For train, tram and bus information, call
1800 800 007 or visit ptv.vic.gov.au
myki
Melbourne is making the transition to a smart card ticketing system
called myki. Once you have your myki, top up, touch on and travel.
You don’t have to touch off your myki on a tram unless your entire
journey is in Zone 2. Paper Metcard tickets will be withdrawn from
sale in late 2012.
There are a number of convenient ways to buy and top-up your myki
including:
•
Online at myki.com.au
•
At staffed train stations
•
myki machines at all metropolitan train stations and some acces
sible tram stops and bus
•
Interchanges (full fare only)
•
Around 800 retail outlets, including all 7-Eleven stores, where
you see the myki sign
•
PTV Hubs at Melbourne Town Hall and Southern Cross Station
•
By calling PTV on 1800 800 007 (6am to midnight daily)
All fare increases are determined by the Victorian Government. Customers will be notified of changes to fares at least 10 weekdays in advance through yarratrams.com.au, ptv.vic.gov.au, newspaper advertisements, posters inside trams and at tram stops.
Availability of brochures
To help passengers understand public transport fares, a variety of
brochures can be made available on request in a number of languages. This approach will be maintained for myki.
Brochures include:
•
Fares and Travel Guide
•
Travelling with a Concession Metcard
•
Authorised Officers on public transport
During the transition to myki the following brochures will also be
available:
•
Melbourne’s guide to myki
•
Melbourne’s quick guide to myki
•
•
•
Your pocket guide to myki
A senior’s guide to myki
A student’s guide to myki
To obtain any of these brochures, contact Public Transport Victoria on
1800 800 007 or visit the PTV Hubs located at the Melbourne Town
Hall, corner of Swanston and Little Collins Streets, Melbourne and at
Southern Cross Station. A limited selection of brochures is also available on trams and at Premium Train Stations.
Concessions
We support the Victorian Government’s commitment to continue to
provide concession fares for pensioners, seniors , students, children
under the age of 17 years and people with special needs.
All passengers travelling on concession fares, including students, must
carry the appropriate transport concession entitlement in order to
travel on Melbourne’s trams, trains and buses. For further information please refer to the Travelling with a Concession Metcard or
myki brochure, which can be obtained by contacting Public Transport
Victoria on 1800 800 007.
Ticket checking
We employ Authorised Officers who work in accordance with the Victorian Transport Act and Regulations to conduct regular ticket checks
across the tram network. Authorised Officers are professional and
courteous at all times. They are available to provide passenger assistance and information. Authorised Officers undergo extensive training
and abide by a strict code of conduct. They have the authority to request both the name and address of a passenger if they suspect that
he or she has committed an offence.
They also have the authority to check tickets both on board trams and
after a passenger has just left a tram.
If an Authorised Officer believes that an offence has been committed
under the Transport Act or Regulations, they are authorised by legislation to report a passenger.
It is the responsibility of the Authorised Officer to produce a Report of
Non Compliance that will be forwarded to the Department of
Transport. The Department of Transport will determine if an infringement notice will be issued.
For further information, including how to contest or appeal the decision to issue an Infringement Notice, please visit the Public Transport
Victoria website at ptv.vic.gov.au.
Ticket refunds
Under some circumstances you may be eligible for refunds.
The Yarra Trams Passenger Refund Code is available online at yarratrams.com.au or by calling our Customer Feedback Team on 1800
800 007 between 6am and midnight daily.
Applications for refunds must be made on a Metcard or myki Refund
Application Form, available from:
•
PTV Hubs at Melbourne Town Hall Cnr Swanston & Little Collins
Streets, Melbourne and at Southern Cross Station
•
the Metcard Helpline on 1800 652 313
•
•
yarratrams.com.au
ptv.vic.gov.au
Customer Service
The Customer Experience Performance Regime (CEPR) is a monitoring
and incentive initiative to evaluate important aspects of customer
services along with analysis of passenger views collected through the
Public Transport Victoria (PTV) Customer Satisfaction Monitor (CSM).
The travelling experience and personal safety of Yarra Trams customers will be enhanced through continued measurement and adherence
to high standards for the removal of graffiti, repair of damage and
vandalism, maintaining cleanliness and the provision of clear and relevant information.
These standards will apply to trams, stops, infrastructure, assets and
tram reserves.
Passengers will be surveyed through the CSM and Yarra Trams performance measured against benchmark standards. The community
will gain greater transparency and accountability through public access to the performance results.
Cleaning
At Yarra Trams we are committed to maintaining a clean tram fleet,
tram stops, shelters and tram property.
Graffiti and dumped rubbish
We work closely with our contractors to ensure that our trams, tram
stops and other facilities are well maintained, clean and graffiti-free.
Graffiti in these areas will be removed within 24 hours of it being reported or within 72 hours of it first appearing. Vandalised trams will
be removed from service having regard to the extent of vandalism
and service impact.
To report graffiti or dumped rubbish please call the Customer Feedback Team on 1800 800 007 between 6am and midnight daily. Yarra
Trams will monitor response times to reported graffiti via the customer feedback line. Trams with offensive graffiti will immediately be removed from service.
Employee conduct
Our guiding principle for operating Melbourne’s tram network is to
Think Like a Passenger. We will provide all our passengers with timely,
reliable information and help, respecting each person as an individual. Our ability to Think Like a Passenger will encourage all employees
to be attentive, caring, courteous and sincere, treating all passengers
as we would wish to be treated ourselves.
We ensure that our employees are recognisable, well presented and
clearly visible at all times. We have a policy of investing in our people
and providing training to develop a committed and friendly workforce
that delivers services to meet customer expectations.
Our employees:
•
provide face-to-face customer service
•
assist customers with the best ticket options and tram timetable
information
•
assist customers with journey planning
•
play an important role in the safety and security of passengers by
providing a visible staff presence and offering assistance when required
Every weekday morning and evening, we aim to provide employees at
selected CBD platform stops.
Customer feedback and complaints
At Yarra Trams we continually strive to meet our customers’ expectations and welcome comments about our service. Please provide your
comments, complaints, compliments and suggestions by visiting yarratrams.com.au, calling our Customer Feedback Team on 1800 800
007 between 6am and midnight daily or writing to us at:
Yarra Trams Customer Feedback GPO Box 5231 Melbourne VIC 3001
Public Transport Victoria is your central stop for information on public
transport services, fares, tickets and initiatives and their customer
feedback team can help address your complaints and feedback. To
lodge a complaint, please call 1800 800 007 between 6am and midnight.
Complaints handling
We aim to respond promptly and efficiently to customer complaints.
On receiving a complaint, our Customer Feedback Team will
acknowledge its receipt and provide advice regarding contact points
and the timeline for a response. We aim to respond to a complaint in
no more than seven business days of its receipt.
Customers who are unhappy with a response or the outcome of an
investigation by Yarra Trams are able to take their concerns to the
Public Transport Ombudsman (PTO) who can be contacted between
9am and 5pm, Monday to Friday.
Public Transport Ombudsman PO Box 538 Collins Street West Melbourne VIC 8007
Phone: 1800 466 865 or 03 8623 2111
Fax: 03 8623 2100
TTY: 1800 809 623
Email: enquiries@ptovic.com.au
Website: www.ptovic.com.au
Passenger information
Our ability to Think Like a Passenger will provide all our passengers
with timely, reliable information and help so that you can find your
way.
Passenger information helps our passengers to know where they are
going, how they get there, how long it will take and what forms of
transport they will use to arrive at their destination.
We want the travelling public to feel confident that when using the
network, especially in unfamiliar areas, they will be able to go to the
nearest stop and know when the next tram is due. We plan to work
with Public Transport Victoria and other transport operators to
achieve a multimodal approach to tram operations.
Timetables
We have processes in place to ensure tram timetables are current and
available in printed format at all tram stops, online at yarratrams.com.au or ptv.vic.gov.au. Tram route guides are available from
PTV Hubs at Melbourne Town Hall, Cnr Swanston and Little Collins
Streets, Melbourne and at Southern Cross Station.
Full train, tram and bus timetables are available online at
ptv.vic.gov.au Passenger information for journey planning is available
through:
•
Journey Planner – Public Transport Victoria’s online help system
to find out which train, tram or bus to use at ptv.vic.gov.au
•
tramTRACKER® – which provides customers with real-time tram
arrival information by phone, iPhone, SMS or online at yarratrams.com.au
Hours of operation
Our services operate between:
Monday to Thursday – 5am and midnight
Friday and Saturday – 5am to approximately 1am
Sunday – 7am to 11pm
For other public transport operating hours can be located by calling
Public Transport Victoria on 1800 800 007 or online at ptv.vic.gov.au
Lost property
The Lost Property section of Yarra Trams can be contacted on 1800
800 007 between 6am and midnight daily.
For train lost property, please call 03 9610 7512 between 8am and
5pm, Monday to Friday. The office is located at Flinders Street Station
on Flinders Street, opposite Degraves Street, and is open between
9am and 5pm on weekdays, excluding public holidays.
Carriage of items
Prams, pushers and shopping jeeps may be carried on our services at
all times free of charge, provided they are of a suitable size and that
space is available. Bicycles, scooters, surfboards and other large items
cannot be carried on trams as they obstruct other passengers and can
be a safety hazard. Flammable goods, explosives and other dangerous
items are not permitted to be carried on board our trams at any time.
For further information on the carriage of items on trams and restrictions by train and bus operators, please call our Customer Feedback Team on 1800 800 007 between 6am and midnight daily.
Carriage of pets
Guide dogs, guide dogs in training, hearing dogs and registered assistance dogs are accepted at all times free of charge on our trams.
Small dogs can be transported on our trams provided they are in a
closed container. Large dogs or other pets not in a closed container
may not be carried on trams. Drivers have the right to refuse the carriage of any animal under the Public Transport Regulations
Compensation
Under our agreement with the Victorian Government, if our monthly
performance falls below set thresholds for punctuality (77%) or reliability (98%) Yarra Trams will provide compensation in the form of
complimentary daily tickets to passengers who hold periodical
Metcards i.e. monthly, six monthly or yearly.
For passengers who hold a myki pass valid for 28 days or more, the
value of a daily ticket will be uploaded to the myki as stored value.
Each calendar month, the Director of Public Transport will review our
service performance and if a compensation trigger event occurs during that month a Compensation Notice may be issued. If a Compensation Notice is issued we will place a notice on our trams and online at
yarratrams.com.au
In addition, compensation in the form of a complimentary daily ticket
(Metcard) or for holders of a myki pass (valid for 28 days or more),
value of a daily ticket may also be available to passengers who expe-
rience:
•
a delay of more than 30 minutes on board a tram with no reason
given for the delay
•
prolonged, severe service disruption with no other transport op
tions communicated by us
All claims will be considered promptly and fairly in line with the Yarra
Trams Passenger Compensation Code. A copy of the code is available
online at yarratrams.com.au or by calling us on 1800 800 007 between 6am and midnight daily.
Heritage
We work in partnership with the Victorian Government to honour the
commitment to keep the heritage W Class trams in service.
Intermodal coordination
We work in association with Public Transport Victoria and other
transport operators to provide a fully multimodal network, including
facilitating the provision of multimodal information across the network.
Overcrowding
We regularly monitor our services and, where possible, run extra
trams where services become overcrowded. We work in partnership
with Public Transport Victoria and other transport providers to develop initiatives aimed at reducing overcrowding and improving capacity.
Safety and security
We are committed to ensuring the personal safety and security of
passengers in line with our vision. A number of safety and security
measures are in place throughout the tram network, including staffed
platforms at key locations, public address systems, CCTV and the
presence of transit police. Through a continual improvement process,
we strive to deliver innovative solutions to enhance the safety and
security of all customers.
To deliver on our commitment, we will focus on the communication
of information, strategic deployment of Authorised Officers and Customer Service Employees, efficient infrastructure and rolling stock
maintenance and dedicated and targeted community awareness and
education campaigns.
Accessibility
We work with Public Transport Victoria (PTV) to achieve compliance
with State and Commonwealth standards (subject to applicable exemptions) for access to public transport by people with disabilities. A
Disability Discrimination Act (DDA) Action Plan has been developed
by Yarra Trams detailing strategies for improved accessibility for patrons with special needs and mobility impairments. The current plan
includes actions to address issues such as low floor trams, improving
platform stops and tram layout.
For disability access advice and journey planning contact PTV on 1800
800 007 or visit ptv.vic.gov.au
Customer obligations
We at Yarra Trams will do our utmost to meet and exceed our commitments to our valued customers. Customers, in turn, are required
to meet some key obligations to enable us to provide a safe and reliable service. The responsibilities of passengers include the obligation
to:
•
•
•
hail the approaching tram so that the driver knows that they
wish to board
travel with a correct and valid ticket for the journey being under
taken
validate the Metcard or touch on the myki ticket each time a
tram is boarded (please note that validation or touch on, is re
quired to ensure that applications for Metcard refunds and com
pensation for myki pass or myki money are processed for refund
or compensation)
•
•
•
•
ensure that, if a concession ticket is purchased/used, then the
concession entitlement (for example a Pensioner Concession
Card, Seniors Card, Student Concession Card, Healthcare Card) is
carried at all times and produced if requested by an Authorised
Officer
not transfer tickets to another person
comply with all requirements of the Transport Act and Regula
tions relating to behaviour, carriage of goods, consumption of al
cohol, defacing or damaging property, littering and other like
matters including no smoking, no feet on seats, no obstruction
of doorways and no offensive language or behaviour
report lost tickets
Interpreter Services
By calling our Customer Feedback Team on 1800 800 007, between
6am and midnight daily, this document can be provided in large print,
Braille and audio formats and in the following languages:
Arabic
Croatian
French
Greek
Italian
Japanese
Macedonian
Maltese
Mandarin
Polish
Serbian
Spanish
Turkish
Vietnamese.
Sustainability
We aim to operate in an environmentally sustainable way. Our sus-
tainability strategy is underpinned by continuous improvement.
We are committed to reducing the impact of our operations on the
environment by:
•
meeting all relevant environmental legislation, as a minimum
•
developing our environmental management system in line with
business needs and with best practice
•
improving resource efficiency through energy conservation
•
understanding our climate change impacts and reducing harmful
emissions
•
further investigation into, and use of, green energy sources
•
conserving water resources
•
improving consumption of materials through recycling and reuse
•
working with other industry bodies, our customers, employees
and communities to promote environmental awareness
How to contact us
Yarra Trams Customer Feedback and lost property call 1800 800 007,
between 6am and midnight daily or visit yarratrams.com.au
Alternatively, you can write to us at:
Yarra Trams GPO Box 5231 Melbourne VIC 3001
Key public transport contacts
Public Transport Victoria – for metropolitan train, tram and bus information
Phone 1800 800 007 (6am to midnight daily)
Email feedback@ptv.vic.gov.au
Website ptv.vic.gov.au
Public Transport Victoria – for regional train and coach
Phone 1800 800 007 Website ptv.vic.gov.au
Metcard Helpline
Phone 1800 652 313
myki Helpline
Phone 1800 800 007
Interpreter Service
Phone 1800 800 007 (6am to midnight daily) See PTV website (above)
for further details
TTY Facility – for people with speech or hearing impairment Phone
03 9619 2727
Metro Trains Customer Service Phone 1800 800 007 (6am to midnight daily) Website metrotrains.com.au
V/Line Information and Bookings Phone 1800 800 007 Website
vline.com.au
St Kilda/Port Melbourne wheelchair accessible minibus bookings
(Melbourne Bus Link response bus) Phone 1800 012 061
Disability Services at Southern Cross Station and Country Stations
Phone 03 9670 2072
Travellers Aid Phone 03 9654 2600 (9am to 5pm, Monday to Friday)
Public Transport Ombudsman (Victoria) Phone 1800 466 865 or 03
8623 2111 TTY 1800 809 623 Fax 03 8623 2100 Post PO Box 538 Collins Street West Melbourne VIC 8007 Email enquiries@ptovic.com.au Website ptovic.com.au
For fares and ticketing brochures, contact Public Transport Victoria
on 1800 800 007 or visit a PTV Hub
Fares and Ticketing
Trams with offensive graffiti will immediately be removed from service.
Prams, pushers and shopping jeeps may be carried on our services at
all times free of charge… We are committed to ensuring the personal
safety and security of passengers.