think like a passenger
Customer Service Charter
YAR 5874 11/09
Eective December 2009
Table of contents
Our guiding principle for operating Melbourne’s tram network is to ‘think like a passenger’
Maps Melbourne tram network Melbourne train network Our Approach Performance Publication of performance statistics Services Timetable changes Service disruptions Free City Circle Tram Fares and ticketing Metlink Metcards myki Availability of brochures Concessions Ticket checking Ticket refunds Customer Service Cleaning Graffiti and dumped rubbish Employee conduct Customer Feedback and complaints Complaints handling Passenger Information Timetables 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 How to contact us Key public transport contacts
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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 Moving Safe Haven 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. With a Moving Safe Haven passengers will have confidence in the fact they will be safe and comfortable during their journey. Even more than that, a Moving Safe Haven is about harmonious interactions with tram operations that contribute to sustaining and improving Melbourne’s quality of life.
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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.
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 800 166 between 6am and midnight daily.
Monthly Track Record bulletins are also provided online at transport.vic.gov.au Director of Public Transport GPO Box 2797Y Melbourne VIC 3001 Information Victoria 505 Little Collins Street Melbourne VIC 3000
Passengers are also encouraged to review Track Record, the Victorian Government’s quarterly publication that provides detailed information about each public transport operator’s performance.
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.
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Services We work in partnership with the Victorian Government to deliver on the commitment to retain and improve the existing passenger tram network and train lines throughout Victoria. 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 metlinkmelbourne.com.au posters inside trams and at tram stops along the affected route and at some premium stations. Timetables will not be changed by Yarra Trams without the prior approval of the Victorian Government.
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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 required. 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 metlinkmelbourne.com.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 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.
The City Circle Tram travels around the city past many landmarks and major attractions such as the City Museum, Parliament House, Docklands, Federation Square, Melbourne Aquarium and the Princess Theatre.
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To obtain Fares and Ticketing brochures, contact Metlink on 131 638 or visit the MetShop located at the Melbourne Town Hall Fares and Ticketing Metlink Metlink is a partnership of Melbourne’s public transport operators. It is Metlink’s job to make train, tram and bus travel easier by providing clear and concise information on public transport services, fares and ticketing. For train, tram and bus information, call 131 638 or visit metlinkmelbourne.com.au Metcards An automated ticketing system known as Metcard, operates on all train, tram and selected bus services in the Melbourne metropolitan area, with electronically encoded tickets. Metcards provide flexible travel between trams, trains and buses. myki The new smartcard ticketing system, myki, will be introduced late in 2009 and operate in tandem with Metcard during a transitional phase. More information on the new ticketing system can be found on line at myki.com.au or by calling 13 6954 (13 myki) between 6am and midnight, seven days a week
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During transition a Metcard or myki may be purchased from many locations throughout Melbourne including: • Metcard or myki ticket machines on trams, at train stations and on selected buses • Retail outlets displaying blue Metcard or myki signs • The MetShop, Melbourne Town Hall, Cnr Swanston & Little Collins Streets, Melbourne • Premium Train Stations • Online at metlinkmelbourne.com.au or myki.com.au • By calling the Metcard Helpline on 1800 652 313 or myki on 136 954 • The Melbourne Visitor Centre at Federation Square, Cnr Flinders & Swanston Streets, Melbourne All fare increases must be approved by the Victorian Government. Customers will be notified of changes to fares at least 10 weekdays in advance through yarratrams.com.au, metlinkmelbourne.com.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 the New Ticketing System.
Concessions We support the Victorian Government commitment to continue to provide concession fares for pensioners, seniors , students, children under the age of 17 years and people with special needs.
Brochures include: • Fares and Travel Guide • Travelling with a Concession Metcard • Authorised Officers on public transport
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 Metlink on 131 638.
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 Metlink on 131 638 or visit the MetShop located at the Melbourne Town Hall, corner of Swanston and Little Collins Streets, Melbourne. A limited selection of brochures is also available on trams and at Premium Train Stations.
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.
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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 and confiscate Metcards for evidence. 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 Department of Transport website at transport.vic.gov.au. If an Infringement Notice has already been received, the matter may be discussed in detail by calling the Department of Transport on 1300 135 066.
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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 800 166 between 6am and midnight daily. Applications for refunds must be made on a Metcard or myki Refund Application Form, available from: • The MetShop Melbourne Town Hall Cnr Swanston & Little Collins Streets, Melbourne • the Metcard Helpline on 1800 652 313 or myki 136 954 • yarratrams.com.au • metlinkmelbourne.com.au
Trams with offensive graffiti will immediately be removed from service
Customer Service The Customer Experience Performance Regime (CEPR) is a new monitoring and incentive initiative to evaluate important aspects of customer services along with analysis of passenger views collected through the Department of Transport (DoT) Customer Satisfaction Monitor (CSM). The travelling experience and personal safety of passengers on Yarra Trams 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.
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Cleaning At Yarra Trams we are committed to maintaining a clean tram fleet, tram stops, shelters and tram property. Our cleaning program can be reviewed online at yarratrams.com.au The program will be monitored and reported on monthly. 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 800 166 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 modal timetable information • assist customers with journey planning • play an important role in 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 and to attend at special events and to assist school groups.
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 800 166 between 6am and midnight daily or writing to us at: Yarra Trams Customer Feedback GPO Box 5231 Melbourne VIC 3001
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. A summary of compliments and complaints received will be published each month online at yarratrams.com.au To make a complaint contact our Customer Feedback Team on 1800 800 166 between 6am and midnight daily or visit yarratrams.com.au Alternatively you can write to us at: Yarra Trams Customer Feedback GPO Box 5231 Melbourne VIC 3001
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.
For specific complaints, customers can phone the following numbers: Information and signage – 131 638 Metcard machines and faulty Metcards – 1800 652 313 myki machines and faulty myki – 136 954
Public Transport Ombudsman PO Box 538 Collins Street West Melbourne VIC 8007
Public transport policy and improvements – 03 9655 3333
Phone: 1800 466 865 or 03 8623 2111
Metlink Feedback – 131 638
Infringement enquiries – 1300 135 066
Fax: 03 8623 2100 TTY: 1800 809 623 Email: enquiries@ptovic.com.au Website: www.ptovic.com.au
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Prams, pushers and shopping jeeps may be carried on our services at all times free of charge… Hours of operation Our services operate between:
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. Find Your Way 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 areas with which they are unfamiliar, they will be able to go to the nearest stop, purchase a ticket and know when the next tram is due. We plan to work with DoT, Metlink and other transport operators to achieve a multimodal approach to tram operations.
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Timetables We have processes in place to ensure tram timetables are current and available in printed format at all tram stops, premium stations and bus interchanges, online at yarratrams.com.au or metlinkmelbourne.com.au and at The MetShop, Melbourne Town Hall, Cnr Swanston and Little Collins Streets, Melbourne. Full train, tram and bus timetables are available online at metlinkmelbourne.com.au Passenger information for journey planning is available through: • Journey Planner – Metlink’s online help system to find out which train, tram or bus to use at metlinkmelbourne.com.au • tramTRACKER® – which provides customers with real-time tram arrival information by phone, iPhone, SMS or online at yarratrams.com.au
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 Metlink on 131 638 or online at metlinkmelbourne.com.au Lost property The Lost Property section of Yarra Trams can be contacted on 1800 800 166 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 800 166 between 6am and midnight daily. Carriage of pets Guide dogs, guide dogs in training, hearing dogs and companion 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 suitable container. Large dogs or other pets not in a suitable container may not be carried on trams. Drivers have the right to refuse the carriage of any animal under the Public Transport Regulations
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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 experience: • when on board a tram and delayed by more than 30 minutes and who were not advised by us of the reason for delay
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• ongoing disruption with no other transport options 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 800 166 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 Metlink 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 the Department of Transport and other transport providers to develop initiatives aimed at reducing overcrowding and improving capacity.
We are committed to ensuring the personal safety and security of passengers in line with our vision of ‘Moving Safe Haven’ Safety and security We are committed to ensuring the personal safety and security of passengers in line with our vision of Moving Safe Haven. 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, increased monitoring inside trams, efficient infrastructure and rolling stock maintenance and dedicated and targeted community awareness and education campaigns.
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Accessibility We work with the Department of Transport 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 impairment. The current plan includes actions to address issues such as low floor trams, improving platform stops and tram layout. Through our approach to continual improvement an updated action plan will be available during 2010. A copy of the action plan can be obtained by calling our Customer Feedback Team on 1800 800 166 or online at yarratrams.com.au For disability access advice and journey planning contact Metlink on 131 638 or visit metlinkmelbourne.com.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:
• 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
• hail the approaching tram so that the driver knows that they wish to board
• not transfer tickets to another person
• travel with a correct and valid ticket for the journey being undertaken • validate the Metcard or touch on and off the myki ticket each time a tram or bus is boarded or a train station is entered (please note that validation or touch on, touch off is required to ensure that applications for Metcard refunds and compensation for myki pass, myki money or myki short term tickets are processed for refund or compensation)
• comply with all requirements of the Transport Act and Regulations relating to behaviour, carriage of goods, consumption of alcohol, 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
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Interpreter Services By calling our Customer Feedback Team on 1800 800 166, 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 across Yarra Trams. Our sustainability strategy is underpinned by continual 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 800 166, 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 Metlink – for metropolitan train, tram and bus information Phone 131 638 (6am to midnight daily) Email feedback@ metlinkmelbourne.com.au Website metlinkmelbourne.com.au Viclink For regional train and coach Phone 131 196 Website viclink.com.au Metcard Helpline Phone 1800 652 313 myki Helpline Phone 13 6954 (13 myki) Interpreter Service Phone 131 638 (6am to midnight daily) See Metlink website (above) for further details
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TTY Facility – for people with speech or hearing impairment Phone 03 9619 2727 Metro Trains Customer Service Phone 1800 MY METRO (1800 69 63876) (6am to midnight daily) Website metrotrains.com.au V/Line Information and Bookings Phone 136 196 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
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