Track Record quarterly results: punctuality and reliability
December quarter 2012
Information on this page
Punctuality
On-time performance for trains, trams and buses
|
|
Oct-Dec 2011 |
Jan-Mar 2012 |
Apr-Jun 2012 |
Jul-Sept 2012 |
Oct-Dec 2012 |
|
Metropolitan trains |
89.5 |
88.4 |
91.3 |
92.6 |
92.1 |
|
Metropolitan trams |
81.2 |
81.3 |
81.7 |
82.3 |
81.4 |
|
Metropolitan trams |
70.9 |
70.9 |
71.4 |
72.4 |
71.2 |
|
V/Line trains |
87.4 |
84.9 |
84.4 |
85.6 |
84.4 |
|
Metropolitan buses |
94.1 |
94.5 |
93.9 |
94.6 |
94.4 |
On-time performance for train, tram and bus, December quarter 2011 to December quarter 2012
Reliability
Train, tram and bus reliability
|
|
Oct-Dec 2011 |
Jan-Mar 2012 |
Apr-Jun 2012 |
Jul-Sept 2012 |
Oct-Dec 2012 |
|
Metropolitan trains |
98.4 |
98.4 |
98.5 |
98.5 |
98.0 |
|
Metropolitan trams |
99.1 |
99.0 |
99.1 |
99.2 |
99.1 |
|
V/Line trains |
97.6 |
97.7 |
97.6 |
97.2 |
97.7 |
|
Metropolitan buses |
>99.9 |
>99.9 |
>99.9 |
>99.9 |
>99.9 |
Train, tram and bus reliability, December quarter 2011 to December quarter 2012
Passenger compensation
Metropolitan trains
- Passenger compensation was paid in November and December 2012 as reliability was below the threshold.
Metropolitan trams
- No passenger compensation was required during the quarter.
V/Line trains
- October 2012 – Customer compensation was payable for punctuality on all corridors except the Ararat / Maryborough and Swan Hill / Echuca corridors. Compensation was payable for reliability on the Albury and Bendigo corridors.
- November 2012 – Customer compensation was payable for punctuality on all corridors except the Ararat / Maryborough corridor. Compensation was payable for reliability on the Albury, Shepparton and Warrnambool corridors.
- December 2012 – Customer compensation was payable for punctuality on all corridors. Compensation was payable for reliability on the Albury corridor.
Background information
Punctuality
Punctuality is defined as the percentage of delivered services that run on-time.
Metropolitan trains, trams and buses - For trains and buses, on-time performance is measured at the end of the journey.
Tram on-time performance is measured at up to three monitoring points along the route and at the destination. Since tram on-time performance is greatly affected by road congestion, both the destination punctuality performance figures and the average punctuality are reported.
A metropolitan train or tram service is considered on-time if it arrives no more than 59 seconds before and no more than four minutes and 59 seconds after the time in the timetable.
Metropolitan buses are on time if they are no more than 59 seconds early or five minutes 59 seconds late at the destination.
Metropolitan trains are required to meet a passenger compensation threshold of 88 per cent for punctuality.
For tram services, the 77 per cent passenger compensation threshold for punctuality relates to the average of the punctuality at the second, third and fourth of the five monitoring points along the length of the route.
V/Line trains – long distance V/Line services are considered on-time if they arrive no more than ten minutes, 59 seconds late. Short-distance services are considered on-time if they arrive no more than five minutes, 59 seconds late. Early arrival at the destination is also considered to be on-time.
Reliability
Metropolitan trains and trams - Reliability is defined as the proportion of the timetable that is actually delivered by the operators’ services. The reliability measure includes short services (that is, services delivered in part but not in full) and loop bypass events, such as when a service is scheduled to travel through the City or Westona loops but fails to do so.
For trains, a short service is counted as a quarter of a cancellation and a bypass event is counted as an eighth of a cancellation. For trams, a short service is counted as an eighth of a cancellation.
Both operators are required to meet a 98 per cent threshold for reliability.
Regional trains - The reliability measure is based on the percentage of scheduled services that are delivered. The threshold is 96 per cent.
Metropolitan and regional buses - services are deemed reliable if 99 per cent of all scheduled services on any day operate and are completed.
Passenger compensation
Train and tram partnership agreements require operators to provide punctuality and reliability (number of cancellations) service levels above a government-set threshold. Operators must report to passengers every month on whether or not they have met the minimum service requirements.
Operators who fail to meet minimum service levels must provide compensation (in the form of complimentary tickets) to passengers. The compensation applies only to passengers holding valid periodical tickets of four weeks or more who travelled on the service concerned during the month in question. Passengers apply directly to the operator for the compensation.
V/Line services within each corridor are separated into short-distance and long-distance services, with passenger compensation assessed and payable separately for the two categories.
Service level thresholds for compensation purposes (%)
|
|
|
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 |
98 |
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.
