Track Record - Public Transport Victoria

Track Record
Victorian transport services quarterly performance bulletin
Issue 52 I Services July to September 2012

2 Track Record Quarterly services bulletin
Contents
Introduction 3
Punctuality and reliability 4
Punctuality 4
Reliability 5
Customer compensation 6
Payments 6
Customer satisfaction 9
Metropolitan modes 9
Metropolitan trains 11
Metropolitan trams 11
Metropolitan buses 12
V/Line modes 12
Patronage 14
Metropolitan trains, trams and buses 14
Regional train, coach and bus 16
Ticketing equipment 18

Track Record Quarterly services bulletin 3
Introduction
Track Record Quarterly provides a regular update on the performance of Victoria’s public transport
network.
Public Transport Victoria (PTV) administers Victoria’s train, tram and bus services. It provides a single
contact point for customers wanting information on public transport timetables, services, tickets and
improvement projects.
PTV was established in April 2012 to improve public transport in Victoria.
Some of the basics are already being addressed. Improved maintenance and renewal of the network,
better management of rolling stock, simplified timetables and better coordination between modes are
all providing better outcomes for customers.
During the quarter, the network reported a range of improvements in some areas.
Metropolitan train on-time performance was better than ever with more than 90 per cent of trains
running consistently on-time each month since April.
Quarterly on-time performance also improved for all other modes, although slightly down on the same
quarter last year. Service delivery remained steady across the network.
Overall performance of Metro Trains and Yarra Trams improved with both operators receiving an
incentive payment ($3,244,000 and $224,000 respectively). V/Line paid a penalty of $1,323,000
for under-performance.
Customer satisfaction with the metropolitan public transport network was significantly higher than both
last quarter and the same time last year. The most notable improvement in customer satisfaction was
related to train and the ‘running of services’ and ‘personal security’.
PTV’s patronage surveys show that more people than ever are using public transport. Patronage
increased by 3.4 per cent during 2011 – 2012 with an extra 19 million trips made by passengers.

4 Track Record Quarterly services bulletin
Punctuality and reliability
Punctuality
Metro’s performance continued to improve during the quarter. More than 90 per cent of trains have
consistently run on-time each month since April 2012.
Tram, bus and V/Line on-time performance also improved compared to last quarter:
> > metropolitan trains and trams are considered punctual if they arrive no more than 59 seconds
before or four minutes and 59 seconds after the scheduled time in the timetable
> > metropolitan buses are considered on-time if they arrive no more than 59 seconds early or five
minutes and 59 seconds late
> > long distance regional trains are considered on-time if they arrive no more than 10 minutes
and 59 seconds late at their destination
> > short distance regional trains are considered on-time if they arrive no more than five minutes
and 59 seconds late.
Table 1
Train, tram and bus punctuality – percentage of services on-time
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Metropolitan trains 90.3% 89.5% 88.4% 91.3% 92.6%
Metropolitan trams – average over route 82.6% 81.2% 81.3% 81.7% 82.3%
Metropolitan trams – at destination 73.0% 70.9% 70.9% 71.4% 72.4%
V/Line trains 88.4% 87.4% 84.9% 84.4% 85.6%
Metropolitan buses 94.3% 94.0% 94.5% 93.9% 94.6%
Figure 1
Train, tram and bus punctuality – percentage of services on-time
100
90
80
70
60
Jul – Sep 2011 Oct – Dec 2011 Jan – Mar 2012 Apr – Jun 2012 Jul – Sep 2012
Metropolitan trains
V/Line trains
Metropolitan trams – average over route
Metropolitan buses
Metropolitan trams – at destination

Track Record Quarterly services bulletin 5
Reliability
The percentage of the timetable delivered across the network remained stable this quarter:
> > metropolitan train reliability is measured as the percentage of the timetable that is delivered.
Non-delivery of services includes cancellations, trains that run short and trains that bypass
the City or Westona loops
> > metropolitan tram reliability is based on the percentage of the timetable delivered. Non delivery
of services includes cancellations and trams that run short
> > metropolitan bus reliability is the percentage of services that operate and are completed
> > regional train reliability is measured as the percentage of scheduled services that are delivered.
Table 2
Train, tram and bus reliability – percentage of timetable delivered
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Metropolitan trains 98.8% 98.4% 98.4% 98.5% 98.5%
Metropolitan trams 99.3% 99.1% 99.0% 99.1% 99.2%
V/Line trains 98.5% 97.6% 97.7% 97.6% 97.2%
Metropolitan buses >99.9% >99.9% >99.9% >99.9% >99.9%
Figure 2
Train, tram and bus reliability – percentage of timetable delivered
100.0
99.5
99.0
98.5
98.0
97.5
97.0
Jul – Sep 2011 Oct – Dec 2011 Jan – Mar 2012 Apr – Jun 2012 Jul – Sep 2012
Metropolitan trains
V/Line trains
Metropolitan trams – average over route
Metropolitan buses

6 Track Record Quarterly services bulletin
Customer compensation
Train and tram operators are expected to deliver a punctual and reliable service for customers.
Public Transport Victoria insists that operators do everything they can to deliver services in line with
the agreed timetable. Where operators fall short, they are required to pay compensation to customers,
in the form of complimentary travel. Only customers who travel with a periodical ticket of four weeks or
more are eligible to receive compensation.
Table 3 Service level thresholds for compensation (%)
Metropolitan trains Metropolitan trams V/Line
Punctuality arrival by 4 minutes, 59 seconds 88% 77% –
arrival by 5 minutes, 59 seconds – – 92%*
Reliability % of timetable delivered 88% 98% –
% of services delivered – – 96%
* For long distance V/Line services, on-time arrival is defined as arriving no later than 10 minutes and 59 seconds after the
timetabled arrival time.
Metropolitan trains and trams
> > No passenger compensation was paid out during the quarter
V/Line
> > July – Customer compensation was payable for punctuality on all corridors except Ararat /
Maryborough and Seymour. Compensation was payable for reliability on the Albury corridor;
> > August – Customer compensation was payable for punctuality on the Albury, Bairnsdale, Bendigo,
Geelong, Gippsland and Swan Hill / Echuca corridors. Compensation was payable for reliability
on the Gippsland corridor;
> > September – Customer compensation was payable for punctuality on all corridors except Ararat /
Maryborough, Ballarat and Seymour. Compensation was payable for reliability on the Albury
and Bendigo corridors.
Payments
Metro Trains and Yarra Trams receive regular payments from Public Transport Victoria to cover the
delivery of services and the operation and development of the networks. The terms of these payments
are outlined in operator franchise agreements.
PTV requires that operators meet agreed performance targets. Penalties or incentives are paid
depending on how operators perform against these targets.
Incentive payments are based on a detailed measure of the passenger impact of service disruptions.
These include delays, cancellations, short services and a number of other disruption types (including
trains that bypass the City and / or Westona loops).
Each disruption is multiplied by an agreed ‘passenger weight’ for that service which depends on
the route, the time of day, and the direction of the service. Longer delays result in higher penalties.
Operators can receive bonus payments or incur penalties depending on whether the level of disruption
is above or below agreed levels in the contracts.

Track Record Quarterly services bulletin 7
Table 4
Metropolitan train payments ($‘000s)
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Base contract 36,703 35,714 35,916 40,298 33,913
Incentive / penalty 2750 533 –2706 –472 3244
Customer Experience
Performance Regime
309 – – 213
Ticketing revenue guarantee payment 72,561 72,561 77,594 79,318 77,636
Maintenance & projects 1 76,462 68,230 45,464 65,842 67,572
Rolling stock 2 30,661 25,412 32,402 36,226 29,864
Operations & systems 3 16,891 9801 12,789 13,856 17,838
Total 236,337 212,526 201,460 235,460 230,067
Table 5
Metropolitan tram payments ($‘000s)
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Base contract 7173 7892 8177 7601 2504
Incentive / penalty 1072 –164 –323 139 224
Customer Experience
Performance Regime
361 – – 373
Ticketing revenue guarantee payment 55,822 55,822 52,912 54,088 60,935
Maintenance & projects 1 18,304 25,927 6745 16,226 15,094
Rolling stock 8767 8767 8767 8767 8767
Operations & systems 4 2629 4040 2467 2902 3154
Total 94,128 102,284 78,745 90,062 90,678
1
Maintenance & projects combines the capital projects and maintenance payments
2
Metropolitan train rolling stock payments include rolling stock adjustments and exams
3
Metropolitan
train Operations & systems payments include business systems upgrades, driver establishment payments,
electricity and employee entitlements payments.
4
Metropolitan
tram Operations & systems payments include business systems upgrades, electricity and employee entitlements
payments.

8 Track Record Quarterly services bulletin
V/Line
Regional train and coach payments are made to the V/Line Corporation which is a
State-owned enterprise.
As with other private operators, PTV requires that V/Line also meet agreed performance targets. If
passenger disruption is lower than the agreed targets, incentive payments are paid by PTV to the
operator. If passenger disruption is higher, operators must pay the penalty.
Table 6
Regional train and coach payments ($‘000s)
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Base contract 71,582 73,732 71,806 70,987 76,232
Incentive / penalty –331 –600 –766 –771 –1323
Farebox 20,377 19,046 23,613 22,671 21,964
Infrastructure 211 18 – – –
Rolling stock 8953 8953 8953 8953 8953
Total 100,792 101,149 103,606 101,840 105,826
Buses
PTV has individual contracts with bus operators to run services in Melbourne and regional areas.
Payments are made to these operators to help deliver route and school bus services.
Table 7
Metropolitan, regional and school bus payments ($‘000s)
Jul – Sep 2011 Oct – Dec 2011 Jan – Mar 2012 Apr – Jun 2012 Jul – Sep 2012
Metropolitan 139,734 136,945 137,594 138,960 140,452
Regional 30,730 30,337 31,582 32,074 32,368
School 50,755 51,179 34,647 51,982 53,247
Total 221,219 218,461 203,823 223,016 226,067

Track Record Quarterly services bulletin 9
Customer satisfaction
Satisfaction with the metropolitan public transport network (63.6) was significantly higher than both last
quarter (61.4) and the same quarter last year (61.9).
There was a significant increase in customer satisfaction with metropolitan trains during the quarter.
The operator scored 68.0, the highest train satisfaction result since April 2009.
The most notable improvements were a 3.2 point increase in satisfaction with ‘running of services’ and
a 3.6 point increase in satisfaction with ‘personal security’.
Improved service delivery during the quarter, along with the well-publicised rollout of Protective Service
Officers has driven the improvement in overall satisfaction with metropolitan trains.
Satisfaction with metropolitan trams (73.1) and metropolitan buses (75.4) were both slightly higher than
the previous quarter.
Satisfaction with V/Line trains increased from 74.6 last quarter to 76.7, and satisfaction with V/Line
coaches remained steady at 81.0.
Customer satisfaction ratings
Most results for customer satisfaction in the past two reports differ to those published in previous
Track Record bulletins. All results have now been transferred to the 0 – 10 scale which has been
used since April 2009. Results were previously reported in a six-point scale.
Metropolitan modes
September quarter 2012
Table 6 Metropolitan public transport modes overall satisfaction, September quarter 2010
to September quarter 2012
Jul – Sep
2010
Oct – Dec
2010
Jan – Mar
2011
Apr – Jun
2011
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Metropolitan overall* 59.5 60.7 60.9 59.0 61.9 62.7 63.0 61.4 63.6
* Note: these results are still presented in the six-point scale.
Figure 3 Metropolitan public transport modes overall satisfaction, September quarter 2010
to September quarter 2012
80
VERY
SATISFIED
75
70
65
SOMEWHAT
SATISFIED
60
55
50
Jul – Sep
2010
Oct – Dec
2010
Jan – Mar
2011
Apr – Jun
2011
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Significant change from previous quarter

10 Track Record Quarterly services bulletin
Table 9 Metropolitan trains, trams and buses individual overall satisfaction, September quarter 2010
to September quarter 2012
Jul – Sep
2010
Oct – Dec
2010
Jan – Mar
2011
Apr – Jun
2011
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Metropolitan
trains
Metropolitan
trams
Metropolitan
buses
62.9 65.7 64.6 63.5 66.0 67.7 67.8 65.7 68.0
71.1 71.8 71.4 72.1 72.1 73.6 73.0 72.4 73.1
74.5 74.4 74.5 73.3 75.7 75.4 75.4 74.7 75.4
Figure 4 Metropolitan trains, trams and buses individual overall satisfaction, September quarter 2010
to September quarter 2012
VERY
SATISFIED
80
75
70
65
SOMEWHAT
SATISFIED
60
55
50
Jul – Sep
2010
Oct – Dec
2010
Jan – Mar
2011
Apr – Jun
2011
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Metropolitan trains
Metropolitan trams
Metropolitan buses

Track Record Quarterly services bulletin 11
Metropolitan trains
Figure 5 Satisfaction with key service aspects for metropolitan trains, September quarter 2012
SERVICE ASPECTS ARE
RANKED HIGHEST TO LOWEST
BY SATISFACTION INDEX
SIGNIFICANT
CHANGE FROM
PREVIOUS
QUARTER
Overall satisfaction
68.0
Metcard ticketing
Train staff
80.1
79.2
Information
Running of services
Personal security
Passenger travel experience
Train stations
myki ticketing
Price
69.8
69.0
67.2
66.8
66.6
63.2
63.2
0
10 20 30 40 50 60 70 80 90 100
Metropolitan trams
Figure 6 Satisfaction with key service aspects for metropolitan trams, September quarter 2012
SERVICE ASPECTS ARE
RANKED HIGHEST TO LOWEST
BY SATISFACTION INDEX
SIGNIFICANT
CHANGE FROM
PREVIOUS
QUARTER
Overall satisfaction
Tram staff
Metcard ticketing
Personal security
Tram stops
Running of services
Information
Passenger travel experience
Price
myki ticketing
73.1
74.7
74.0
73.4
72.6
72.5
70.0
68.6
63.0
61.3
0
10 20 30 40 50 60 70 80 90 100

12 Track Record Quarterly services bulletin
Metropolitan buses
Figure 7 Satisfaction with key service aspects for metropolitan buses, September quarter 2012
SERVICE ASPECTS ARE
RANKED HIGHEST TO LOWEST
BY SATISFACTION INDEX
SIGNIFICANT
CHANGE FROM
PREVIOUS
QUARTER
Overall satisfaction
Bus staff
Metcard ticketing
Passenger travel experience
Personal security
Running of services
Bus stops
Information
Price
myki ticketing
75.4
79.9
79.5
78.3
77.3
72.7
72.0
71.1
67.9
64.2
0
10 20 30 40 50 60 70 80 90 100
V/Line modes
Table 10 V/Line trains and coaches individual overall satisfaction, September quarter 2010
to September quarter 2012
Jul – Sep
2010
Oct – Dec
2010
Jan – Mar
2011
Apr – Jun
2011
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
V/Line trains 76.3 77.4 77.3 77.0 76.5 77.1 77.3 74.6 76.7
V/Line coaches 81.3 81.5 82.9 85.3 80.7 84.1 81.3 80.3 81.0
Figure 8 V/Line trains and coaches individual overall satisfaction, September quarter 2010
to September quarter 2012
90
85
VERY
SATISFIED
80
75
70
65
SOMEWHAT
SATISFIED
60
Jul – Sep
2010
Oct – Dec
2010
Jan – Mar
2011
Apr – Jun
2011
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
V/Line trains
V/Line coaches

Track Record Quarterly services bulletin 13
V/Line trains
Figure 9 Satisfaction with key service aspects for V/Line trains, September quarter 2012
SERVICE ASPECTS ARE
RANKED HIGHEST TO LOWEST
BY SATISFACTION INDEX
SIGNIFICANT
CHANGE FROM
PREVIOUS
QUARTER
Overall satisfaction
76.7
V/Line staff
V/Line ticketing
Price
Personal security
V/Line train stations
Information
Passenger travel experience
Running of services
85.0
80.3
79.7
77.6
77.1
75.9
74.9
74.8
0
10 20 30 40 50 60 70 80 90 100
V/Line coaches
Figure 10 Satisfaction with key service aspects for V/Line coaches, September quarter 2012
SERVICE ASPECTS ARE
RANKED HIGHEST TO LOWEST
BY SATISFACTION INDEX
SIGNIFICANT
CHANGE FROM
PREVIOUS
QUARTER
Overall satisfaction
V/Line staff
Personal security
Passenger travel experience
Information
Price
Running of services
V/Line coach stops
V/Line ticketing
81.0
86.7
83.7
79.3
78.7
77.9
76.8
76.3
74.2
0
10 20 30 40 50 60 70 80 90 100
Note: The Customer Satisfaction Monitor for Victorian taxis is now managed by the Victorian Taxi
Directorate. Please see www.taxi.vic.gov.au for more details.

14 Track Record Quarterly services bulletin
Patronage
Metropolitan trains, trams and buses
Patronage on Melbourne’s public transport network increased by 3.4 per cent during 2011 – 2012,
with an extra 19 million trips made by passengers.
Some 537 million public transport trips were made in Melbourne in the past year, including 222 million
trips on trains, nearly 192 million on trams and 123 million on buses.
Tram had its second biggest year since the 1950s and is now carrying almost 192 million passenger
trips a year, with patronage growing 4.5 per cent in the past year and by 23.7 per cent over the past
five years.
The most significant growth continued to be on the bus network, with use of buses growing by 56 per
cent over the past six years, including a massive 16 per cent jump in patronage in the past year.
After a long period of sustained growth, train patronage fell slightly for the year ending June 2012,
although most recent figures indicate that patronage is growing again.
While the overall yearly figure for train was slightly down, trips in peak times continued to grow by
around 3 per cent in the morning and afternoon peaks. In the most recent quarter (April – June), train
had its second strongest quarter on record with 58.9 million trips made by passengers.
The slight decline in train patronage can be attributed to a number of factors including lower retail
sales in the city, the broader impact of a downturn in the global economy, decline in petrol prices
and the highly publicised period of poor performance in April 2011 when Metro’s punctuality fell
to just 76 per cent – the lowest level in decades.
Figure 11 Metropolitan train, tram and bus patronage
250
200
Patronage (millions)
150
100
50
0
1998
– 99
1999
– 00
2000
– 01
2001
– 02
2002
– 03
2003
– 04
2004
– 05
2005
– 06
2006
– 07
2007
– 08
2008
– 09
2009
– 10
2010
– 11
2011
– 12
Financial Year
Metropolitan train Tram Metropolitan bus

Track Record Quarterly services bulletin 15
Table 11
Metropolitan train, tram and bus patronage
Metropolitan train Metropolitan tram Metropolitan bus Metropolitan total
Financial
Year
Boardings
(million)
Annual
growth (%)
Boardings
(million)
Annual
growth (%)
Boardings
(million)
Annual
growth (%)
Boardings
(million)
Annual
growth (%)
1998 – 1999 118.0 4.4% 120.4 3.1% 91.5 –0.8% 329.9 2.5%
1999 – 2000 124.2 5.3% 127.3 5.7% 91.6 0.1% 343.1 4.0%
2000 – 2001 130.3 4.9% 129.4 1.6% 92.0 0.4% 351.7 2.5%
2001 – 2002 131.8 1.2% 131.9 1.9% 92.0 0.0% 355.7 1.1%
2002 – 2003 133.8 1.5% 134.7 2.1% 93.9 2.1% 362.4 1.9%
2003 – 2004 134.9 0.8% 135.9 0.9% 93.6 –0.3% 364.4 4 0.6%
2004 – 2005 145.1 3 4.0% 4 145.3 3 2.0% 4 90.0 stable 4 380.4 3 2.5% 4
2005 – 2006 159.1 1 9.7% 1 149.6 1 2.9% 1 79.1 1,3 stable 1,3 387.8 3 4.9% 4
2006 – 2007 178.6 12.2% 154.9 3.6% 85.0 7.4% 418.4 7.9%
2007 – 2008 201.2 12.7% 158.3 2.2% 91.3 7.4% 450.8 7.7%
2008 – 2009 213.9 6.3% 178.1 12.5% 99.5 9.0% 491.5 9.0%
2009 – 2010 219.3 2.7% 5 175.6 –1.2% 5 102.1 3.9% 5 497.0 1.5% 5
2010 – 2011 228.9 4.3% 5 182.7 4.1% 5 106.1 3.7% 5 517.7 4.1% 5
2011 – 2012 222.0 –3.3% 5 191.6 4.5% 5 123.2 15.8% 5 536.8 3.4% 5
Notes:
1
Figures exclude additional patronage associated with the Commonwealth Games.
2
Bus includes metropolitan school bus services.
3
Patronage estimates for the three metropolitan modes are estimated using a different methodology from 2004 – 2005.
This change in methodology means a step-change in patronage estimates from 2003 – 2004 to 2004 – 2005 for train and
tram and 2004 – 2005 to 2005 – 2006 for bus. This needs to be considered when comparing estimates across years.
4
The double line in the above table shows the break in series.
5
Growth figures for 2004 – 2005 by modes and 2005 – 2006 for all modes are estimates arrived at jointly by DOI, Metlink
and the operators. They are not derived from the previous years patronage figures because of the change in measurement
methodology described in point 3 above.
6
From 2009 – 2010, patronage growth rates have been adjusted for calendar effects. The calendar effect adjustment results
in a more accurate measure of the underlying growth rate by removing the effect that differing number of school holidays,
weekends and public holidays may have upon the apparent growth rate.

16 Track Record Quarterly services bulletin
Regional train, coach and bus
Total regional patronage grew by 4.5 per cent to a total of 29.8 million passenger trips in 2011 – 2012.
V/Line has experienced sustained growth since 2005, adding on average around one million
passenger trips a year.
Regional train patronage grew by 3.5 per cent, or approximately 900,000 trips (7.4 per cent in
2010 – 2011) while coach patronage grew by 36.6 per cent, or 400,000 trips.
All regional train lines experienced patronage increases: Geelong 130,000 additional trips, Bendigo
90,000, Ballarat 110,000, Gippsland 90,000 and Seymour 80,000.
Regional bus patronage grew by 2.7 per cent in 2011 – 2012, with 14.3 million passenger trips taken.
Figure 12 Regional train, coach and bus patronage
16
14
12
Patronage (millions)
10
8
6
4
2
0
1998
– 99
1999
– 00
2000
– 01
2001
– 02
2002
– 03
2003
– 04
2004
– 05
2005
– 06
2006
– 07
2007
– 08
2008
– 09
2009
– 10
2010
– 11
2011
– 12
Financial Year
Regional train Regional coach Regional bus

Track Record Quarterly services bulletin 17
Table 12
Regional train, coach and bus patronage
Regional train Regional coach Regional bus Regional total
Financial
Year
Boardings
(million)
Annual
growth (%)
Boardings
(million)
Annual
growth (%)
Boardings
(million)
Annual
growth (%)
Boardings
(million)
Annual
growth (%)
1998 – 2099 6.845 4.8% 1.012 –10.6% 10.477 2 stable 18.3 1.1%
1999 – 2000 7.406 8.2% 1.071 5.9% 10.577 2 1.0% 19.1 3.9%
2000 – 2001 7.930 7.1% 0.971 –9.3% 11.085 2 4.8% 20.0 4.9%
2001 – 2002 7.737 –2.4% 0.968 –0.4% 11.096 2 0.1% 19.8 –0.9%
2002 – 2003 7.475 –3.4% 0.985 1.7% 10.496 2 –5.4% 19.0 –4.3%
2003 – 2004 6.863 –8.2% 0.902 –8.4% 10.664 2 1.6% 18.4 –2.8%
2004 – 2005 6.378 –7.1% 0.871 –3.5% 10.675 2 0.1% 17.9 –2.7%
2005 – 2006 6.593 1 3.4% 1 0.898 3.1% 11.268 2 5.6% 18.8 4.7%
2006 – 2007 8.849 34.2% 0.874 –2.7% 12.268 2 8.9% 22.0 17.2%
2007 – 2008 11.008 24.4% 0.959 9.7% 12.977 5.8% 24.9 13.4%
2008 – 2009 12.050 9.5% 1.119 16.7% 13.099 0.9% 26.3 5.3%
2009 – 2010 12.562 4.4% 3 1.143 2.2% 3 13.471 3.2% 3 27.2 3.7% 3
2010 – 2011 13.494 7.4% 1.159 1.5% 14.819 9.8% 29.5 8.3%
2011 – 2012 13.997 3.5% 1.554 36.6% 14.291 2.7% 29.8 4.5%
Notes:
1
Figures exclude additional patronage associated with the Commonwealth Games.
2
Based on ‘country & urban figures reported in DOT / DOI annual reports, less ‘V/Line marketed’ coach patronage which
is included in ‘regional coach’ figures. Also known as ‘country & urban’ or ‘town & inter-town’.
3
From 2009 – 2010, patronage growth rates have been adjusted for calendar effects. The calendar effect adjustment results
in a more accurate measure of the underlying growth rate by removing the effect that differing number of school holidays,
weekends and public holidays may have upon the apparent growth rate

18 Track Record Quarterly services bulletin
Ticketing equipment
This section provides information on the availability of Metcard ticketing vending and validating
equipment across the quarter.
Table 13 Availability of Metcard equipment (%)
Target
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Vending machines 98.26% 98.83% 98.74% 98.79% 99.21% 99.45%
Validators 99.47% 99.60% 99.55% 99.52% 99.69% 99.75%
Jul – Sep
2011
Oct – Dec
2011
Jan – Mar
2012
Apr – Jun
2012
Jul – Sep
2012
Tram vending machines 97.8% 97.0% 97.7% 98.3% 98.7%
Tram validators 99.0% 98.9% 99.3% 99.1% 99.5%
Bus issuing machines 99.5% 99.5% 99.5% 99.6% 99.6%
Bus validators 99.6% 99.6% 99.7% 99.7% 99.8%
Figure 13 Availability of Metcard ticketing equipment, April quarter 2009 to September quarter 2012 (%)
Availability of ticketing equipment (%)
100
95
90
85
Apr – Jun 2009
Jul – Sep 2009
Oct – Dec 2009
Jan – Mar 2010
Apr – Jun 2010
Jul – Sep 2010
Oct – Dec 2010
Jan – Mar 2011
Apr – Jun 2011
Jul – Sep 2011
Oct – Dec 2011
Jan – Mar 2012
Apr – Jun 2012
Jul – Sep 2012
Train vending machines
Tram vending machines
Bus vending machines
Train validators
Tram validators
Bus validators

Track Record Quarterly services bulletin 19
Figure 14 Incidents of vandalism on Metcard ticketing equipment
Vandalism incidents per quarter
8000
7000
6000
5000
4000
3000
2000
1000
0
Mar 2001
Sep 2001
Sep 2002
Sep 2002
Sep 2003
Sep 2003
Sep 2004
Sep 2004
Sep 2005
Sep 2005
Sep 2006
Sep 2006
Sep 2007
Sep 2007
Sep 2008
Sep 2008
Sep 2009
Sep 2009
Sep 2010
Sep 2010
Sep 2011
Sep 2011
Sep 2012

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or call 1800 800 007 (6am – midnight daily)
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for information on public transport services,
fares, tickets and initiatives. Up-to-date
information is available via our website,
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© State of Victoria 2013
PTVH0106