Track Record - Definitions and additional information
Track Record reports on the performance of public transport services in Victoria. This page provides definitions and additional information in relation to the performance measurements used in quarterly and monthly Track Record bulletins. It shows measures on and after 30 November 2009.
Information on this page
- On-time performance
- Reliability performance
- Operational Performance Regime
- Passenger compensation
- V/Line railway corridors
- Customer satisfaction
For metropolitan trains 'on time' is defined as the proportion of services which arrived at their destination no earlier than 59 seconds before and no later than four minutes and 59 seconds after the scheduled time in the timetable.
Tram average on-time performance is measured at monitoring points along the route (generally the average of the second, third and fourth monitoring points of a total of five) and also near the destination (at point four of five monitoring points). Since tram on-time performance is greatly affected by road congestion, both the destination punctuality performance and the average punctuality are reported in Track Record.
A metropolitan tram service is considered 'on time' if it arrives at its punctuality monitoring points no earlier than 59 seconds before and no later than four minutes and 59 seconds after the scheduled time in the timetable.
For V/Line trains 'on time' is defined as the proportion of services which arrive at their timetable destination no later than five minutes and 59 seconds after the timetabled arrival time for short-distance services and no later than ten minutes and 59 seconds after the timetabled arrival time for long-distance services.
For metropolitan buses, 'on time' is defined as the proportion of services which arrived no more than two minutes early or five minutes late at the scheduled destination.
Under the arrangements with the new metropolitan tram and train operators, tram and train services are subject to a new reliability (service delivery) measure. Previously, this was a measure of the percentage of scheduled services that were cancelled and a 98 per cent threshold applied. The reliability measure has been expanded to include short services (i.e. services delivered in part but not in full) and loop bypass services (train services that are scheduled to travel through the City or Westona loops but which fail to do so). The 98 per cent threshold still applies.
For trains, a short service is treated as a quarter of a cancellation and a bypass service will be treated as an eighth of a cancellation. For trams, a short service is treated as an eighth of a cancellation. This improved new measure of service delivery will be referred to as the percentage of timetable not delivered. An increase in this measure reflects a decline in performance.
As part of their contracts, train and tram operators have the opportunity to obtain incentive payments for reducing levels of disruption below agreed performance targets and can incur penalties where disruption levels exceeds these targets. This is known as the Operational Performance Regime.
Train and tram operators are required through their franchise agreements to provide service levels above a government-set threshold. This arrangement applies to punctuality and reliability. Should an operator not meet minimum service level requirements, compensation (usually in the form of complimentary tickets) must be provided to customers holding valid periodical tickets who travel on the services concerned.
The Customer Service Charters page provides more information on Passenger compensation and Performance monitoring details the levels of operator performance (thresholds), below which compensation is applicable.
For V/Line trains, a corridor refers to one or more regional rail lines. The table below shows the five V/Line train corridors, and relevant short and long distance lines.
Table: V/Line short and long distance services
|Corridor||Short distance lines||Long distance lines|
|Northern||Bendigo||Echuca, Swan Hill|
|North Eastern||Seymour||Shepparton, Albury/Wodonga|
*Note: The Maryborough line includes services operating between Southern Cross Station and Maryborough which are considered long distance and services operating between Ballarat and Maryborough which are considered short distance.
Public Transport Victoria commissions monthly customer satisfaction surveys. Interviewees are asked to rate a number of aspects relating to public transport services according to whether they are satisfied or dissatisfied with the service. Survey results are compiled into quarterly customer satisfaction indices.