Track Record 5, October to December 2000 - Public Transport Victoria

Track Record 

Victoria’s Train, Tram and Bus Services 

Quarterly 

Performance Bulletin: 

October–December 2000 

5 

April 2001

CONTENTS 

PAGE 

SECTION 1. INTRODUCTION AND SUMMARY 

1.1 Message from the Minister for Transport 1 

1.2 Background 2 

1.3 Key results 2 

SECTION 2. 

PUNCTUALITY AND RELIABILITY 

2.1 Performance monitoring 3 

2.2 Punctuality 3 

2.3 Reliability 5 

2.4 Passenger Compensation 7 

SECTION 3. PAYMENTS 

3.1 Operational performance incentives and penalties 8 

3.2 Passenger growth incentives 9 

3.3 Other payments to franchisees 9 

3.4 Total payments 10 

SECTION 4. 

CUSTOMER SATISFACTION 

4.1 Customer satisfaction survey methodology 11 

4.2 Overall satisfaction with services 11 

4.3 Key aspects of service quality for train, tram, bus and coach 13 

SECTION 5. 

PERFORMANCE OF AUTOMATED 

TICKETING SYSTEM EQUIPMENT 

5.1 Automated ticketing system 17 

5.2 Independent audit of Automatic Ticketing System equipment 17 

SECTION 6. 

SERVICE CHANGES SINCE FRANCHISING 

6.1 Additions to train and tram services 18 

6.2 Service improvements and developments since Franchising 18 

OBTAINING COPIES OF TRACK RECORD 20 

FEEDBACK 21



The Bracks Government is committed to quality 

public transport services and ensuring customers 

enjoy the passenger experience. Continual 

feedback, monitoring and reporting are important 

factors in achieving this. 

Peter Batchelor MP 

Minister for Transport

SECTION 1. INTRODUCTION AND SUMMARY 

1.1 Message from the Minister for Transport, Hon Peter Batchelor MP 

Welcome to the fifth issue of Track Record, which is produced by the Government to keep 

you informed about the punctuality and reliability of Victoria’s train, tram and bus 

services. This issue reports on the quarterly performance of the transport operators from 

October to December 2000. 

Two new sections have also been introduced to this Track Record bulletin to ensure that 

you are kept up to date about all aspects of the public transport network. In Section 5, 

we have included details of the terms of reference for the independent audit of the 

performance of the automated ticketing system equipment that has been commissioned 

by the Government. Section 6 offers an overview of the developments and improvements 

in services since franchising. 

The Bracks Government is committed to quality public transport services and ensuring customers enjoy the passenger 

experience. Continual feedback, monitoring and reportimg are important factors in achieving this. 

I would like to again thank the transport operators for their ongoing support and contribution to Track Record. Many thanks 

also to those people in the community who have provided valuable feedback about the bulletin and our public transport 

network. 

Copies of this bulletin are also accessible via the Internet on the Department of Infrastructure’s web site at 

www.doi.vic.gov.au. 

1



2 

1.2 Background 

On 29 August 1999, responsibility for the operation of Victorian train and tram services transferred from the Government to 

a number of private-sector companies: 

• Yarra Trams was franchised to MetroLink Pty Ltd 

• Hillside Trains was franchised to Melbourne Transport Enterprises (now trading as Connex Trains Melbourne) 

• Bayside Trains, Swanston Trams and V/Line Passenger were franchised to National Express Group Australia. 

Each operator entered into a legally binding franchise agreement with the Government for a period of 10 years for V/Line 

Passenger, 12 years for Swanston Trams and Yarra Trams and 15 years for Bayside Trains and Connex Trains. This followed 

a program of bus privatisation which, by mid-1998, had transferred the previously government-owned MetBus to two 

private sector companies (National Bus Company and Melbourne Bus Link). The whole metropolitan route bus service is 

now operated by 39 separate private-sector companies under government contracts for 10-year terms which expire in 

2007 and 2008. 

The franchise agreements and bus contracts are managed by John Taylor, Director of Public Transport in the Department of 

Infrastructure. The agreements and contracts set out overall levels of service that each operator is required to provide, the 

tickets they must offer (including Metcard), the maximum fares they can charge for tickets and other performance standards. 

The Bracks Government is monitoring the quality of service that the operators are providing for the community, particularly: 

• punctuality and reliability – comparing the performance of train, tram and bus services with government-set 

punctuality and service delivery targets 

• customer satisfaction – using passenger surveys to measure whether operators are providing the quality service 

their customers expect. 

This issue of Track Record presents a brief overview of service delivery performance for the quarter ended 31 December 

2000. It also includes an overview of the performance of ticketing equipment and a summary of changes and additions to 

metropolitan transport routes since franchising. 

1.3 Key results 

Punctuality 

Bayside Trains was the only operator to show an improvement in punctuality from the September quarter 2000 to the 

December quarter 2000. Connex Trains achieved the highest punctuality rate with 96.7 per cent, with Bayside Trains at 

96.5 per cent, Yarra Trams at 75.2 per cent and Swanston Trams at 70.7 per cent. V/Line Passenger recorded a punctuality 

rate of 92 per cent and metropolitan buses a punctuality rate of 91 per cent. 

The on-time performance of all operators was lower when comparing the December quarter 2000 with the December 

quarter 1999. 

Cancellations 

The metropolitan tram operators (Swanston Trams and Yarra Trams) each achieved a marginal improvement in service 

reliability compared with the previous quarter, however the cancellation rate for Swanston Trams in the December quarter 

2000 was almost twice that for the same quarter in 1999. Bayside Trains achieved an increase in service reliability for the 

second successive quarter, while there was a marginal decrease in service reliability for Connex Trains. 

The cancellation rate for V/Line Passenger increased significantly during the quarter to 0.8 per cent, while the cancellation 

rate for metropolitan buses remained steady at a low 0.1 per cent of scheduled services. 

Performance Payments 

For the December quarter 2000, $763,000 in net penalties were incurred by the public transport operators. Bayside Trains, 

Connex Trains and Yarra Trams all received bonus payments for exceeding performance targets during the December 

quarter 2000, while V/Line Passenger and Swanston Trams incurred substantial penalties. The large penalty payment for 

V/Line Passenger train, around $1.3 million, was largely the result of a disruption to services caused by industrial action 

and excludes the effect of the Corio overpass collapse. 

Customer satisfaction 

Overall customer satisfaction with metropolitan public transport services increased significantly from the September to the 

December quarter 2000. No significant declines in satisfaction were recorded for any other operator or for any aspect of 

service. Bayside Trains achieved a significant increase in overall satisfaction in the December quarter 2000 following a 

significant decline in the previous quarter.

SECTION 2. 

PUNCTUALITY AND RELIABILITY 

2.1 Performance monitoring 

Every train and tram service in the timetable is monitored every day of the week. Delays, cancellations or other service 

failures are recorded then measured to the nearest 60 seconds and ‘weighted’ according to the number of people 

estimated to be travelling on the train or tram in the time period, day of week and direction of travel. Delays to a heavily 

loaded peak train or tram are given a greater value than delays to a lesser loaded off-peak train or tram. This provides a 

measure of operational performance quality expressed in ‘passenger weighted minutes of delay’. 

‘Passenger weighted minutes’ in each month are checked against performance targets set in the franchise agreements. 

Performance against these targets determines whether a bonus or penalty is applicable. 

Targets have been set to achieve significant improvement in performance. In order to avoid financial penalties, operators 

must improve performance by 20 per cent on 1998 performance levels. Swanston Trams is required to achieve a 30 per 

cent improvement on 1998 performance levels. Each year of the franchise, the performance target is adjusted so that 

operators must constantly improve performance to receive incentive payments. 

Metropolitan bus services are not included in this performance regime. Performance data for bus services (‘on-time’ 

running and cancellations) is provided by bus operators via monthly Key Performance Indicator returns. This is an interim 

measure pending the introduction of electronic monitoring systems. 

2.2 Punctuality 

Table 1 shows on-time performance achieved by each metropolitan train and tram operator from the December quarter 

1999 to the December quarter 2000. On-time performance achieved by metropolitan bus service operators is shown for the 

four quarters of the 2000 calendar year. 

For trains and trams, Table 1 shows the proportion of services which arrived at destinations not more than 59 seconds 

before or not later than 5 minutes and 59 seconds after the scheduled time in the timetable. For buses, on time is defined 

as not more than two minutes early or five minutes late at scheduled destinations. V/Line Passenger trains are considered 

on time if they arrive at a final destination earlier than scheduled or not later than 5 minutes and 59 seconds after the 

scheduled time. 

Table 1. On-time performance for trains, trams and buses as a % of services run 1 

Oct.-Dec. 1999 Jan.-Mar. 2000 Apr.-Jun. 2000 Jul.-Sept. 2000 Oct.-Dec. 2000 

Bayside Trains 97.4 96.2 94.6 96.1 96.5 

Connex Trains 97.0 94.2 95.0 97.0 96.7 

V/Line Passenger 2 94.5 93.5 91.4 94.1 92.0 

Swanston Trams 72.8 70.4 69.2 71.6 3 70.7 

Yarra Trams 79.8 77.4 77.7 78.0 3 75.2 

Metro buses - 94.3 93.1 95.1 91.0 

1. On-time performance is measured at the end of the journey for trains and buses. Tram on-time performance is measured at the fourth monitoring point of 

the five monitoring points along the length of the route. A metropolitan train or tram service is considered on time if it arrives at the destination no more 

than 59 seconds before and no more than 5 minutes and 59 seconds after the time in the timetable. For metropolitan buses, on time is defined as not more 

than two minutes early or five minutes late at their destination. For V/Line Passenger, early arrival at the destination has been included in the on-time figure. 

Please note that for the purposes of determining customer compensation, tram on-time running is averaged over a number of points along 

the route (see section 2.4). 

2. Refers to V/Line Passenger train services. 

3. Removal of trips affected by the World Economic Forum (11-13 September) increases the September quarter 2000 on-time performance for Swanston 

Trams and Yarra Trams to 71.9 per cent and 78.3 per cent respectively. 

3



Figure 1. On-time performance for trains 

100.0 

Bayside Trains 

Percentage of trains running on time 

90.0 

80.0 

70.0 

60.0 

Connex Trains 

V/Line Passenger 

50.0 

Oct.- 

Dec. 1999 

Jan.- 

Mar. 2000 

Apr.- 

Jun. 2000 

Jul.- 

Sept. 2000 

Oct.- 

Dec. 2000 

Figure 2. On-time performance for trams 

100.0 

Swanston Trams 

Percentage of trams running on time 

90.0 

80.0 

70.0 

60.0 

Yarra Trams 

50.0 

Oct.- 

Dec. 1999 

Jan.- 


Apr.- 


Jul.- 


Oct.- 


Figure 3. On-time performance for buses 

100.0 

Metro buses 

Percentage of buses running on time 

90.0 

80.0 

70.0 

60.0 

50.0 

Oct.- 

Dec. 1999 

Jan.- 


Apr.- 


Jul.- 


Oct.- 


Bayside Trains was the only operator to achieve an improvement in punctuality for the December quarter 2000, with a 

punctuality level of 96.5 per cent compared with 96.1 per cent for the September quarter 2000. Levels of punctuality for 

metropolitan buses, Connex Trains and the tram operators fell in the December quarter 2000 by comparison with the 

September quarter 2000. 

All train and tram operators showed lower levels of punctuality in the December quarter 2000 by comparison with the 

same period in 1999. 

4

2.3 Reliability 

Table 2 shows the proportion of scheduled train, tram and metropolitan bus services that were cancelled for the periods 

from the December quarter 1999 to the December quarter 2000. 

Table 2. Cancellations of trains, trams and buses as a % of services scheduled 1 

Oct.-Dec. 1999 Jan.-Mar. 2000 Apr.-Jun. 2000 Jul.-Sept. 2000 Oct.-Dec. 2000 

Bayside Trains 0.6 0.6 1.9 1.0 0.8 

Connex Trains 0.3 0.4 0.7 0.3 0.5 

V/Line Passenger 2 0.1 0.1 0.3 0.1 0.8 4 

Swanston Trams 0.7 0.9 1.0 3 1.4 3 1.3 3 

Yarra Trams 0.3 0.3 0.2 3 0.3 3 0.2 3 

Metro buses - 0.1 0.1 0.1 0.1 

1. A reduction in services cancelled represents an improvement in performance. Please note that for the purposes of determining customer 

compensation, franchisees may use different methodologies to calculate reliability (see section 2.4). 

2. Refers to V/Line Passenger train services. 

3. Cancellations for Swanston Trams and Yarra Trams were adjusted for the months of June to December 2000 to take into account the temporary 

withdrawal of W-class trams for safety reasons. 

4. V/Line Passenger services for the Melbourne – Geelong corridor were substantially affected by the Corio overpass incident in October 2000. The service 

cancellation figure of 0.8 per cent relates to V/Line services excluding the effect of the overpass collapse. Inclusion of all rail services cancelled as a result 

of the incident increases the cancellation rate for V/Line passenger to 3.0 per cent. In all but two cases, cancelled services on the Geelong line during this 

period were replaced with bus services. 

Figure 4. Cancellation of trains 

Percentage of train services cancelled 

2.0 

1.5 

1.0 

0.5 


Connex Trains 

V/Line Passenger* 

* Not including the 

effect of the Corio 

overpass incident 

(October 2000) 

0.0 

Oct.- 

Dec. 1999 

Jan.- 


Apr.- 


Jul.- 


Oct.- 


5



Figure 5. Cancellation of trams 

Percentage of tram services cancelled 

2.0 

1.5 

1.0 

0.5 


Yarra Trams 

0.0 

Oct.- 

Dec. 1999 

Jan.- 


Apr.- 


Jul.- 


Oct.- 


Figure 6. Cancellation of buses 

2.0 

Metro buses 

Percentage of bus services cancelled 

1.5 

1.0 

0.5 

0.0 

Oct.- 

Dec. 1999 

Jan.- 


Apr.- 


Jul.- 


Oct.- 


The level of cancellations for Bayside Trains showed improvement for the second consecutive quarter, while the 

cancellation rate for Connex Trains increased slightly. Cancellation rates for the tram operators improved marginally in the 

December quarter 2000 by comparison with the September quarter 2000. Metropolitan bus service cancellations remained 

at the low level of 0.1 per cent. 

Cancellations of V/Line Passenger train rose significantly in the December quarter 2000, increasing to 0.8 per cent from 0.1 

per cent in the September quarter 2000. The rate of V/Line Passenger train cancellations for the December quarter 2000 

was affected by industrial action in November 2000. It should be noted that the reported figure of 0.8 per cent has been 

adjusted for the Corio overpass collapse by removing cancelled services in October for which a replacement bus service 

was provided. As explained in footnote 4 to Table 2, the cancellation rate for V/Line Passenger train for the December 

quarter 2000, with the cancelled services affected by the Corio incident included, rises to 3.0 per cent. 

Bayside Trains, Connex Trains and Swanston Trams all showed a higher level of cancellations during the December quarter 

2000 by comparison with the December quarter 1999. Yarra Trams showed a marginal improvement over the same period. 

6

2.4 Passenger compensation 

Train and tram operators are required through their franchise agreements to provide service levels above a government-set 

threshold. This applies to punctuality – 'Was the service on time?' – and reliability – 'Did the service actually run? 

Operators must report to their customers on a monthly basis whether or not they have met these minimum service 

requirements. While Connex Trains, V/Line Passenger, Swanston Trams and Yarra Trams report on their services as a 

whole, Bayside Trains has specified in its Franchise Agreement that it will report on its services by each train line. 

Should an operator not meet minimum service level requirements, compensation (usually in the form of complimentary 

tickets) must be provided to customers. This applies only to passengers holding valid periodical tickets of four weeks or 

more who travelled on the service concerned during the month in question. Applications for compensation are made 

directly to the operator. 

Should performance by an operator fall below the minimum requirements, there are provisions in the franchise agreements 

that trigger a ‘call-in’, whereby the operator is required to provide an explanation to the Director of Public Transport for poor 

performance and to submit plans to ensure that performance will not fall below minimum levels in future. 

This section outlines whether franchisees met minimum service level requirements. Table 3 below sets out the threshold 

service levels for each operator. 

Table 3. Service level thresholds for compensation purposes 

Bayside Trains Connex Trains V/Line Passenger Swanston Trams Yarra Trams 

Punctuality 92% 92% 92% 80% 1 80% 1 

Punctuality is defined as the percentage of scheduled services that ran on time. On time for compensation purposes 

is considered within five minutes of timetable time for Bayside, Connex Trains and V/Line Passenger trains and within 

one minute early or up to six minutes late for Swanston and Yarra Trams. 

Reliability 95% 95% 96% 95% 95% 

Reliability is defined as the percentage of scheduled services that actually ran. The exception is Yarra Trams, where 

reliability is measured by the percentage of actual service kilometres delivered compared to the scheduled kilometres. 

1. This threshold punctuality level of 80 per cent for tram services relates to the average of the punctuality at the second, third and fourth monitoring points 

along the length of the route. The punctuality data reported in section 2.2 of Track Record measures punctuality at monitoring point four, near the end of 

the tram route. The average punctuality figures are generally significantly higher than the punctuality at point four. 

Since June 2000, operators have been required to apply Compensation Codes on a monthly basis and to report the results 

to their customers. 

Service levels during October, November and December 2000 for Bayside Trains, Connex Trains, Swanston Trams and Yarra 

Trams exceeded minimum levels and the Compensation Code was not applicable. 

Service punctuality levels for V/Line Passenger train fell below the 92 per cent threshold for the month of December 2000. 

As a result, compensation has been offered to passengers in accordance with its Compensation Code. 

7



SECTION 3. 

PAYMENTS 

3.1 Operational performance incentives and penalties 

Table 4 shows the incentive/penalty payments made to train and tram operators by the Government under the Operational 

Performance Regime (OPR) for the five quarters to 31 December 2000. A positive figure indicates an incentive payment by 

the Government to the operator. A negative figure indicates a penalty payment by the operator to the Government. 

The figures are not final as the contracts allow for adjustment in limited circumstances in later periods. The incentive and 

penalty payments reported in this issue include $1.1 million of adjustments made to tram operator performance results for 

the August 1999 to June 2000 period. These changes resulted from technical adjustments to OPR measurement systems. 

Adjustments of approximately $536,000 due to the temporary withdrawal of W-class trams from service for safety reasons 

are also included for the June to December 2000 period. 

Operational performance results are subject to audit and the results of the December quarter 2000 audits have not yet been 

applied. It should also be noted that the operators rely on other service and access providers and may pass on some of the 

penalties incurred to those providers where they contributed to below target performance. 

Under the train and tram franchise agreements, the financial rate for passenger weighted minutes of delay was set at a 50 

per cent discount for the initial 10 months of franchise operation. The rate doubled on 1 July 2000 for each franchise. 

Accordingly, when comparing incentive and penalty payments, it is important to recognise that the same service delivery 

performance will incur twice the incentive amount or twice the penalty amount after 1 July 2000. 

The revised total net penalty of $36,000 for the September quarter 2000 represents a substantial improvement in 

performance by comparison with the net penalty payment of $3.6 million that applied in the June quarter 2000. The net 

penalty of $763,000 for the December quarter 2000 also represents an improvement in performance compared with the 

first two quarters of the 2000 calendar year. Bayside Trains, Connex Trains and Yarra Trams all received net incentive 

payments during the December quarter 2000 for exceeding performance targets, while V/Line Passenger train and 

Swanston Trams incurred substantial penalties. 

The large penalty for V/Line Passenger train is mainly the result the large number of cancellations resulting from industrial 

action in November 2000. Not included in the figures in Table 4 are penalties imposed on V/Line Passenger train, 

amounting to $795,000, due to the Corio overpass collapse in October 2000. This incident caused the cancellation of all rail 

services on the Geelong corridor for the period 8 to 16 October 2000 and the substitution of bus services. The penalty 

payments associated with this incident are the subject of separate recovery action. 

The figures presented in Table 4 do not include metropolitan route buses or V/Line Passenger coaches, as they are not 

subject to the same incentive payment system. 

Table 4. Incentive and penalty payments ($’000) 1 

Oct.-Dec. 1999 Jan.-Mar. 2000 Apr.-Jun 2000 Jul.-Sept. 2000 Oct.-Dec. 2000 

Bayside Trains 518 97 -1,501 -564 271 

Connex Trains 813 -435 -440 965 193 

V/Line Passenger 23 59 -824 -264 -1253 2 

Swanston Trams -626 -1,034 -888 -881 -430 

Yarra Trams -21 12 74 708 456 

TOTAL 707 -1,301 -3,579 -36 -763 

1. The figures reported in this table are exclusive of GST. A negative figure represents payment by the franchisee to Government. 

2. This figure does not include OPR penalties of $795,000 imposed on V/Line Passenger due to service cancellations caused by the Corio overpass collapse. 

8

3.2 Passenger growth incentives 

The Government makes other payments to metropolitan operators for increasing the number of passengers using their 

services. Such payments apply when an operator exceeds the level of patronage at the commencement of franchise for 

metropolitan trains by 10 per cent and by 20 per cent for trams. At the date of publication, claims for passenger growth 

incentive payments for the period 1 October 1999 to 31 December 2000 had not been processed. 

3.3 Other payments to franchisees 

Incentive and penalty payments need to be considered in the context of other payments made by the Government to 

franchisees or vice versa. These include base subsidies, concession travel-related payments, capital grants and contractual 

fines and penalties. 

Base subsidies are the monies paid by the Government to the franchisees each month for delivering public transport 

services. This amount is specified for the term of the franchise in the franchise agreements with operators. The level of 

base subsidy paid by the Government will reduce over the life of each franchise. The amounts paid for the period 1 October 

1999 to 31 December 2000 are shown in Table 5. 

The Government also makes variable payments to operators to reimburse them for contractual obligations. These 

obligations include carriage of concession cardholders at reduced prices, carriage of certain other groups free of charge 

and the provision of additional services for special events. These payments are paid quarterly in arrears on receipt of 

claims from operators. At the date of publication, payments for concession and free travel for the December quarter 2000 

had not been made. Table 6 outlines payments made by the Government to operators for the period 1 October 1999 to 30 

September 2000 for concession fares, free travel, Senior Citizens Week and special events balancing payments. 

Operators are required to invest in new and upgraded infrastructure and rolling stock over the life of each franchise. The 

Government contributes pre-specified amounts of capital grant funding for some of these works. Table 7 outlines the total 

capital grants made by the Government to operators for the period 1 October 1999 to 31 December 2000. The December 

quarter 2000 capital grant payment to Bayside Trains relates to upgrades to the operator’s Comeng rolling stock to improve 

facilities and enhance security. Capital grant payments to Yarra Trams were for the refurbishment of A- and B-class trams. 

Table 5. Base subsidy ($’000) 


Bayside Trains 18,172 17,975 17,975 12,955 12,955 

Connex Trains 23,198 22,945 22,945 19,217 19,217 

V/Line Passenger 20,003 19,786 19,786 16,718 16,718 

Swanston Trams 13,073 12,931 12,931 11,240 11,240 

Yarra Trams 8,699 8,604 8,604 6,603 6,603 

TOTAL 83,145 82,241 82,241 66,733 66,733 

9



Table 6. Concession fare top-up and free travel ($’000) 1 


Bayside Trains 2,471 3,125 2,483 2,224 - 

Connex Trains 1,912 2,412 1,771 1,702 - 

V/Line Passenger 2,854 2,246 1,862 1,672 - 

Swanston Trams 1,158 1,079 1,015 1,059 - 

Yarra Trams 882 1,128 812 785 - 

TOTAL 9,277 9,990 7,943 7,442 - 

1. Interim concession fare and free travel payments have been made to all metropolitan franchisees for the June and September quarters 2000. Further 

payments in respect of concession fare payments and free travel reimbursements will be made when revenue allocation factors are finalised. This will result 

in adjustments to prior period payments. 

Table 7. Capital grants ($’000) 


Bayside Trains - - 5,887 - 3,023 

Connex Trains 1 - - - - - 

V/Line Passenger - - - - - 

Swanston Trams - - - - - 

Yarra Trams - 116 102 34 325 

TOTAL - 116 5,989 34 3,348 

1. Connex Trains does not receive capital grants, however in the event of early termination of the Connex franchise, the Government will reimburse Connex 

Trains for completed capital projects at pre-specified amounts. 

3.4 Total payments 

Total payments shown in Table 8 are a sum of the quarterly amounts shown in Tables 4, 5, 6 and 7. Please note that the 

incentive and penalty payments in Table 4 refer to payments relating to the performance during those quarters and are 

reported on an accrual basis. The payments shown in Tables 5, 6 and 7 refer to cash amounts paid during those quarters. 

Table 8. Total payments ($’000) 1 Oct.-Dec. 1999 Jan.-Mar. 2000 Apr.-Jun 2000 Jul.-Sept. 2000 Oct.-Dec. 2000 

Bayside Trains 21,161 21,197 24,844 14,615 16,249 

Connex Trains 25,923 24,922 24,276 21,884 19,410 

V/Line Passenger 22,880 22,091 20,824 18,126 15,465 

Swanston Trams 13,605 12,976 13,058 11,418 10,810 

Yarra Trams 9,560 9,860 9,592 8,130 7,384 

Metro buses - 37,078 35,467 37,588 41,800 

TOTAL 93,129 128,124 128,061 111,761 111,118 

10 

1. All amounts shown in this table are exclusive of GST.

SECTION 4. 

CUSTOMER SATISFACTION 

4.1 Customer satisfaction survey methodology 

The Director of Public Transport commissions monthly surveys of both users and non-users of public transport to measure 

whether operators are providing the quality of service their customers expect. A sample is randomly selected from electronic 

telephone directories in areas where train, tram, bus and coach services operate. Interviews are conducted by telephone. 

Interviewees are asked to indicate their usual public transport usage and to rate a number of aspects of public transport 

service delivery according to whether they are satisfied or dissatisfied with the service. Responses are further categorised 

by whether the respondent is totally, very or somewhat satisfied or dissatisfied with the service. 

Survey results are compiled into quarterly Customer Satisfaction Indexes using the scale of six possible responses that 

allow comparisons between the different modes, operators and aspects of service delivery to be made. Differences 

between metropolitan and country passenger services should be taken into account when making such comparisons. 

These differences include factors such as the purpose and distance of travel, and the type of services offered on 

metropolitan and country services. 

Results are summarised below. Please note that customer satisfaction data for metropolitan route bus services has been 

collected only since October 1999. 

4.2 Overall satisfaction with services 

The overall customer satisfaction index for metropolitan public transport services showed significant improvement from the 

September quarter to the December quarter 2000, rising from 64.4 to 66.0. Figure 7 shows that customer satisfaction has 

generally improved during 1999 and 2000. 

Figure 7. Overall satisfaction with all metropolitan public transport services 

Customer Satisfaction Index 

70 

68 

66 

64 

62 

60 

58 

56 

54 

52 

50 

Oct.- 

Dec.1998 

Jan.- 

Mar.1999 

Apr.- 

Jun.1999 

Jul.- 

Sept.1999 

Oct.- 

Dec.1999 

Jan.- 

Mar.2000 

Apr.- 

Jun.2000 

Jul.- 

Sept.2000 

Oct.- 

Dec.2000 

Overall satisfaction with the service of Bayside Trains increased significantly from the September quarter to the December 

quarter 2000, returning to a similar level as that recorded for the June quarter 2000. Connex Trains customer satisfaction 

showed a small increase when comparing the December quarter 2000 with the December quarter 1999. 

11



Figure 8. Overall satisfaction with metropolitan train operators 

85.0 


80.0 

75.0 

70.0 

65.0 

60.0 

55.0 


Connex Trains 

50.0 

Oct.- 

Dec.1998 

Jan.- 

Mar.1999 

Apr.- 

Jun.1999 

Jul.- 

Sept.1999 

Oct.- 

Dec.1999 

Jan.- 


Apr.- 


Jul.- 


Oct.- 


There were no significant changes in customer satisfaction with Swanston Trams and Yarra Trams service between the 

September quarter to the December quarter 2000. The level of satisfaction with Swanston Trams service was higher for 

the December quarter 2000 by comparison with the December quarter 1999, while the level of satisfaction with the service 

of Yarra Trams was at a similar level to that recorded for the December quarter 1999. 

Figure 9. Overall satisfaction with tram operators 


85.0 

80.0 

75.0 

70.0 

65.0 

60.0 

55.0 


Yarra Trams 

50.0 

Oct.- 

Dec.1998 

Jan.- 

Mar.1999 

Apr.- 

Jun.1999 

Jul.- 

Sept.1999 

Oct.- 

Dec.1999 

Jan.- 


Apr.- 


Jul.- 


Oct.- 


Overall satisfaction with metropolitan bus services has remained steady over the five quarters since December quarter 

1999, with no significant increases or decreases. 

Figure 10. Overall satisfaction with metropolitan bus operators 

85.0 

80.0 

Metro buses 


75.0 

70.0 

65.0 

60.0 

55.0 

50.0 

Oct.- 

Dec.1998 

Jan.- 

Mar.1999 

Apr.- 

Jun.1999 

Jul.- 

Sept.1999 

Oct.- 

Dec.1999 

Jan.- 


Apr.- 


Jul.- 


Oct.- 


12

There were no significant changes in satisfaction with the service of V/Line Passenger trains and coaches from the 

September quarter 2000 to the December quarter 2000. Overall levels of satisfaction with V/Line Passenger train and coach 

services during the December quarter 2000 were at similar levels to the December quarter 1999. 

Figure 11. Overall satisfaction with V/Line Passenger train and V/Line coach 

85.0 

80.0 


75.0 

70.0 

65.0 

60.0 

55.0 

50.0 

Oct.- 

Dec.1998 

Jan.- 

Mar.1999 

Apr.- 

Jun.1999 

Jul.- 

Sept.1999 

Oct.- 

Dec.1999 

Jan.- 


Apr.- 


V/Line Trains 

V/Line Coaches 

Jul.- 


Oct.- 


4.3 Key aspects of service quality for train, tram, bus and coach 

The following graphs summarise customer satisfaction with services overall by the various service quality factors. Data 

shown in the graphs is for December quarter 2000. A significant increase or decrease in the customer satisfaction index 

from the September quarter to the December quarter 2000 is indicated by an up or down arrow respectively. No up or 

down arrow indicates that no statistically significant change has occurred with any minor shift in the index being due to 

the nature of the survey. 

As in previous quarters, ‘Personal safety’ and ‘Ticketing’ consistently show the lowest level of customer satisfaction by 

operator for train and tram services except V/Line Passenger. Highest ranked aspects of service quality were ‘Service 

delivery’ for metropolitan train operators, ‘Staff service’ for V/Line Passenger trains and coaches and metropolitan buses 

and ‘Passenger comfort’ and ‘Service delivery’ for tram operators. 


Figure 12 presents the index for each of the eight aspects of customer satisfaction ranked in order from highest to lowest. 

Overall satisfaction with the service of Bayside Trains showed a significant increase from the September quarter to the 

December quarter 2000, returning to a similar level of satisfaction as the June quarter 2000. 

While ‘Personal safety’ remained the lowest ranked aspect of customer satisfaction, there was a significant improvement 

in satisfaction with this aspect of service from the September quarter 2000 to the December quarter 2000. During 

November 2000, the Government introduced Roving Safety Officers to patrol on board trains and at stations after 5.30 pm, 

an initiative which may influence public transport users' perceptions of personal safety. Customer satisfaction with ‘Service 

delivery’ was the highest ranked aspect of service. 

Figure 12. Bayside Trains customer satisfaction for December quarter 2000 


0 10 20 30 40 50 60 70 80 90 100 

Service aspects ranked highest to lowest 

OVERALL SATISFACTION 

Service delivery 

Information services 

Value for money 

Stations/Stops 

Passenger comfort 

Staff service 

Ticketing 

Personal safety 

Significant 

increase 

from Sept. qr 

to Dec. qr 

2000 

13



Connex Trains 

There were no significant movements in customer satisfaction indexes for Connex Trains from the September quarter to 

the December quarter 2000. Satisfaction with ‘Service delivery’ and ‘Stations’ were ranked highest, with ‘Ticketing’ and 

‘Personal safety’ ranked lowest. 

Figure 13. Connex Trains customer satisfaction for the December quarter 2000 


0 10 20 30 40 50 60 70 80 90 100 








Staff service 

Ticketing 


No Significant 

movements 

from Sept. qr 



V/Line Passenger – trains 

Overall customer satisfaction with V/Line Passenger trains remained steady from the September quarter to the December 

quarter 2000, with satisfaction with ‘Service delivery’ and ‘Staff service’ ranking highest and ‘Personal safety’ ranking 

lowest. V/Line Passenger trains achieved the highest satisfaction index among the public transport operators, recording an 

index just below 80, representing a very high level of satisfaction. 

Figure 14. V/Line Passenger – trains customer satisfaction for the December quarter 2000 


0 10 20 30 40 50 60 70 80 90 100 




Staff service 

Ticketing 







movements 

from Sept. qr 



14

V/Line Passenger – coaches 

For the first time since the March quarter 2000, V/Line Passenger coaches recorded an overall customer satisfaction index 

below that of V/Line Passenger trains. While the overall satisfaction for V/Line coaches has declined over the past two 

quarters, the changes have not been significant. Customer satisfaction with staff service was the highest ranked aspect of 

service delivery for V/line Passenger coaches. 

Figure 15. V/Line Passenger coaches customer satisfaction for the December quarter 2000 



Staff service 



Ticketing 






0 10 20 30 40 50 60 70 80 90 100 


movements 

from Sept. qr 




There were no significant changes in customer satisfaction indexes for Swanston Trams from the September quarter to the 

December quarter 2000. ‘Passenger comfort’, ‘Service delivery’ and ‘Value for money’ achieved the highest satisfaction 

indexes for Swanston Trams during the December quarter 2000, while satisfaction with ‘Ticketing’ ranked lowest overall. 

Figure 16. Swanston Trams customer satisfaction for December quarter 2000 







Passenger information 

Staff service 


Ticketing 


0 10 20 30 40 50 60 70 80 90 100 


movements 

from Sept. qr 



15



Yarra Trams 

Overall customer satisfaction with the service of Yarra Trams remained steady from the September quarter to the 

December quarter 2000. A significant increase in satisfaction with staff service was recorded for the same period. This 

increase followed a significant decline in satisfaction with this aspect of service in the previous quarter. Satisfaction with 

‘Passenger comfort’ and ‘Service delivery’ ranked highest, while satisfaction with ‘Ticketing’ ranked lowest. 

Figure 17. Yarra Trams customer satisfaction for December quarter 2000 


0 10 20 30 40 50 60 70 80 90 100 







Staff service 



Ticketing 

Significant 

increase 

from Sept. qr 



Metropolitan uses 

Customer satisfaction with metropolitan bus services showed no significant changes from the September quarter to the 

December quarter 2000. The highest ranked aspects of service during the December quarter 2000 were ‘Staff service’ and 

‘Passenger comfort’. The lowest ranked service aspects for metropolitan buses continued to be ‘Ticketing’ and ‘Passenger 

Information’. 

Figure 18. Metropolitan buses customer satisfaction for December quarter 2000 


0 10 20 30 40 50 60 70 80 90 100 



Staff service 







Ticketing 


movements 

from Sept. qr 



16

SECTION 5. 

PERFORMANCE OF AUTOMATED TICKETING 

SYSTEM EQUIPMENT 

5.1 Automated ticketing system 

OneLink Transit Systems was awarded the Metcard contract in May 1994 to provide an automated and centralised ticketing 

system for trains, trams and buses across metropolitan Melbourne. The contract covers the operation of the Automatic Fare 

Collection system, including ticketing machines and ticket validators at train stations and on trams and buses. 

5.2 Independent audit of Automatic Ticketing System equipment 

The Government has requested an independent audit of the performance of OneLink in meeting their contract, including the 

performance of Automatic Ticketing System (ATS) equipment. The independent audit, to be managed under contract to the 

Department of Infrastructure, will include on-site surveys of ATS equipment on all public transport modes and reconciliation 

of the results with fault reporting and rectification systems. 

The terms of reference of the independent audit are to: 

1. Analyse the contractual documentation and arrangements with OneLink P/L and identify: 

• system performance standards and compliance requirements 

• equipment faults and malfunctions not covered by standards for contract compliance 

• provisions which ensure the availability of fully functioning ticket vending and validating machines 

• contractual arrangements for bonus and penalty payments to or by the contractor. 

2. Report on performance by the contractor against the identified standards and contractual requirements, including 

arrangements to: 

• manage, monitor and report on the performance of the ATS 

• identify the cause of ATS equipment failure and the incidence of failure by type, including vandalism 

• identify, if any, machine malfunctions that are not electronically relayed to OneLink, including how the faults are 

reported and programmed for rectification 

• rectify all faults to return equipment to full functionality in the earliest possible time 

• respond to public complaints about the ATS. 

3. Make recommendations on actions required to: 

• correct any shortcomings in equipment availability 

• monitor performance of the ATS and the processes required to cost-effectively report on the ongoing performance of 

the ATS to the Government. 

4. Identify the current obligations on train and tram franchise operators, the Revenue Clearing House (RCH), the Public 

Transport Corporations (PTC), the Director of Public Transport (DPT) and the Department of Infrastructure (in relation 

to buses) to ensure that the ATS is operating effectively. 

5. Report on the changes that will occur when the contract with OneLink is assigned from the PTC to the RCH. 

The next issue of Track Record will include a report on the results of this independent audit, including the results of the 

survey of ATS equipment performance across metropolitan Melbourne train stations, trams and buses. 

17



SECTION 6. 

SERVICE CHANGES SINCE FRANCHISING 

6.1 Additions to train and tram services 

This issue of Track Record presents a summary of service improvements since the public transport system was franchised 

to private operators in August 1999. Changes made to services such as ticketing and refurbishment of rolling stock are 

also summarised. 

Table 9 presents a comparison between the number of scheduled weekly services and the total weekly kilometres 

represented by these services prior to franchising (July 1999) and in November 2000, following implementation of the 

operators' new timetables. The data presented in Table 9 is based on timetabled revenue trips and takes no account of 

cancelled or short services (services not arriving at their intended destination) or empty trips. Information relating to 

reliability of service by operator can be found in Section 2.3 of this publication. 

Table 9. Additions to train and tram services since franchising 

Weekly Kilometres Weekly Kilometres of % Increase in 

services at of service at services at service at kilometres 

July 1999 July 1999 November 2000 November 2000 since franchising 

Bayside Trains 1 6,575 182,100 6,830 190,500 4.6 

Connex Trains 4,785 123,400 5,134 133,850 8.5 

Swanston Trams 21,590 242,150 21,415 243,400 0.5 

Yarra Trams 12,950 170,500 12,660 171,800 0.8 

V/Line Passenger 2 1,059 112,664 1,154 121,304 7.7 

1. Services and kilometres for Bayside Trains include scheduled services on the Frankston to Stony Point line. 

2. Figures for V/Line Passenger represent rail services only, excluding road coach services. 

All metropolitan train and tram operators have increased total kilometres of scheduled services since franchising. The train 

operators have substantially increased total kilometres of scheduled service in the 16 months from franchising to 

November 2000; 4.6 per cent in the case of Bayside Trains, 8.5 per cent in the case of Connex Trains and 7.7 per cent 

for V/Line Passenger train. 

For the metropolitan tram operators (Swanston Trams and Yarra Trams), the number of timetabled services has fallen while 

the timetabled kilometres of service has increased from July 1999 to November 2000. It should be noted, however, that 

the figures presented in Table 9 for the metropolitan tram operators are subject to a number of issues that affect the 

comparability of timetables between July 1999 and November 2000, particularly relating to the number of timetabled 

services. These issues include the re-timetabling of some routes, the rationalisation of timetables to remove some 

sub-routes and incomplete trips from the current timetable and the impact on service levels on some routes due to the 

temporary removal from service of W-class trams. 

6.2 Service improvements and developments since Franchising 

Apart from the additions to services summarised in Table 10, a number of other government and franchisee initiatives have 

occurred since franchising in August 1999. Major initiatives by the Government and the train and tram operators are 

presented below. 

Government initiatives 

• The introduction of 100 Roving Conductors on trams and at tram stops to provide assistance, daily ticket sales and 

information to customers. 

• The introduction of 100 Roving Safety Officers to patrol aboard trains and at train stations after 5:30 pm. 

• The formation of a Safe Travel Task Force to provide the Government with advice on public safety on the public 

transport system in both metropolitan and regional areas. 

18 

• A 40 per cent reduction in the cost of tertiary concession cards.

Connex Trains 

• An increased number of services during peak weekday periods. 

• An increase of 15 per cent in weekday services through the City Loop and the added use of the City Loop for Sunday 

services after 7 pm. 

• Introduction of new ticket types – 'Connector' Connex-only long-term tickets and tickets combined with major 

sporting and entertainment events. 

• Refurbishment of existing Comeng trains has commenced providing modern facilities and enhanced security. As at 

the end of December 2000, nine refurbished trains were in service. 

• Ongoing works to improve Flinders Street Station, including the completion of tiling to the entrance. 


• Timetable changes have included an 8 per cent increase in the number of City Loop services, fewer shuttle services 

and improved Sunday services, including later finishing times. 

• Introduction of the 'Baysider' Bayside-only ticket. 

• Combining travel tickets with major sporting and entertainment events. 


• Services on Routes 3, 5, 64 and 67 during between-peak periods on weekdays have been increased in frequency 

from a service every 15 minutes to every 12 minutes. 

• Introduction of combined tickets with major sporting and entertainment events. 

Yarra Trams 

• Refurbishment of A- and B-class trams has continued since the first refurbished trams came into service in March 

2000. At the end of December 2000, 22 refurbished vehicles were in service. 

• Three trial Park-and-Ride sites have been introduced, providing a combined discount car parking and tram ticket. 

The three sites are located at the fringe of the CBD. 

• Services into the Docklands have commenced, with Route 86 services terminating at Colonial Stadium. 

• The frequency of services during the weekday inter-peak period has been increased by 20 per cent. 


• More than 140 new or extended services have been introduced, including additional services to Ballarat, extended 

services to Bendigo and Traralgon and additional services to Craigieburn and Donnybrook. More than 50 new or 

extended coach services have also been introduced. 

• Larger train sets have been introduced on some services to address loading concerns. 

• A number of new fares have been introduced, including Group Getaway, Country Day Out and Melbourne Day Out 

tickets and a new annual ticket. 

Ticket price 

A number of changes have occurred in metropolitan and country fares since the advent of the new tax system on 

1 July 2000. Changes in fares have occurred as a result of the GST, and also as a result of a Consumer Price Index 

adjustment on 1 January 2001. 

The average increase in regulated fares due to the application of the GST on 1 July 2000 was 5 per cent for metropolitan 

travel and 2 per cent for country travel. The average increase due to the application of the CPI adjustment on 1 January 

2001 was 8.3 per cent for both metropolitan and country travel. The cumulative effect of these changes has been a 

maximum 13.7 per cent increase in metropolitan fares and a maximum 10.5 per cent increase in country fares over the 

past year. 

Table 10 summarises the effects of these changes on some selected regulated ticket types, showing the pre- and post-GST 

prices and the CPI adjusted price effective from 1 January 2001. 

19



Table 10. Changes to selected metropolitan and country fares, January 2000 to January 2001 

Fare at Fare at Fare at Jan. 2000 to 

Jan. 2000 July 2000 1 Jan. 2001 2 Jan. 2001 increase 

$ $ $ % 

Two-hour, Zone 2 or 3, full fare 1.70 1.70 1.90 11.8 

Two-hour, Zone 1+2, full fare 3.90 4.00 4.40 12.8 

Daily, Zone 1, full fare 4.40 4.60 5.00 13.6 

Weekly, Zone 1+2, full fare 32.30 33.90 36.70 13.6 

Monthly, Zone 1+2+3, full fare 134.50 141.20 152.90 13.7 

10 x 2 hour, Zone 2, concession 7.30 7.65 8.30 13.7 

Off-peak saver, Ballarat to Melbourne 19.40 19.70 21.40 10.3 

Single economy Geelong to Melbourne 8.60 8.70 9.50 10.5 

First-class, off-peak, 41.20 42.00 45.50 10.4 

Traralgon to Melbourne 

1. Fare adjustments due to the introduction of the GST on1 July 2000. 

2. Fare changes due to application of CPI adjustments on 1 January 2001. 

OBTAINING COPIES OF TRACK RECORD 

Copies of this bulletin are available free of charge from the Director of Public Transport, at the following address: 

Director of Public Transport 

PO Box 2797Y 

Melbourne 3001 

or from the following outlets: 

Information Victoria The Met Shop 

356 Collins Street 103 Elizabeth Street 

Melbourne 

Melbourne 

It is also available from the Department of Infrastructure web site www.doi.vic.gov.au 

20

FEEDBACK 

This is the fifth issue of Track Record. It is intended to inform the community about the performance of Victoria’s public 

transport system – and to do so in a balanced, open way. 

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and how it could be improved. Does it cover the right things? Is it easy to understand? Should it contain more information 

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Track Record 5, October to December 2000 - Public Transport Victoria

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