Customer Service Charter
YTM 12169 06/13
Effective January 2013
Table of contents Maps 4 Melbourne tram network 4 Melbourne train network 6 Our Approach Performance Publication of performance statistics
8 8 9
Services 10 Timetable changes 10 Service disruptions 10 Free City Circle Tram 11 Fares and ticketing 12 Public Transport Victoria 12 myki 12 Availability of brochures 13 Concessions 13 Ticket checking 13 Ticket refunds 14 Customer Service 16 Cleaning 16 Graffiti and dumped rubbish 16 Employee conduct 17 Customer Feedback and complaints 18 Complaints handling 18
Our guiding principle for operating Melbourne’s tram network is to ‘Think Like a Passenger’
Passenger Information 20 Timetables 20 tramTRACKER® 20 Hours of operation 21 Lost property 21 Carriage of items 21 Carrying of pets 21 Compensation 22 Heritage 22 Intermodal coordination 22 Overcrowding 22 Safety and security 24 Accessibility 24 How you can help us 25 Interpreter services 26 Sustainability 26 How to contact us Key public transport contacts
27 27
5
7
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 safe, reliable and comfortable service 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 you have the information you need for your journey, a safe and clean travelling environment, high quality customer service and a reliable service. You will have confidence in the fact you will be safe and comfortable during your journey. Even more than that, Yarra Trams aims to operate the network in a way that contributes to sustaining and improving Melbourne’s quality of life.
8
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 provides customers with monthly performance results that detail tram reliability and punctuality. Reliability and punctuality are measured at various points along each tram route.
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 are displayed on posters in trams and online at yarratrams.com.au This information is also available by contacting our customer feedback team on 1800 800 007 between 6am and midnight daily.
You are also encouraged to review Track Record, the Public Transport Victoria (PTV) quarterly publication that provides detailed information about each public transport operator’s performance. Monthly Track Record bulletins are also provided online at ptv.vic.gov.au
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 per cent. We aim to improve reliability, so that more services are delivered. A tram is considered on time if it arrives between 59 seconds before and 4 minutes 59 seconds after the scheduled time. The current punctuality threshold is set at 77 per cent and we are committed to exceeding this rate.
9
Services We work in partnership with the Victorian Government to deliver on the commitment to maintain and improve the existing tram network. 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 ptv.vic.gov.au, posters inside trams and at tram stops along the affected route. Timetables will not be changed by Yarra Trams without the prior approval of the Victorian Government.
10
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 available. Notification about planned disruptions will be placed in tram bulletin boards, at affected tram stops, on trams and online at yarratrams.com.au and ptv.vic.gov.au a minimum of seven days in advance.
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 an 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 Parliament House, Docklands, Federation Square, Melbourne Aquarium and the Princess Theatre.
11
For fares and ticketing brochures, contact Public Transport Victoria on 1800 800 007 or visit a PTV Hub
Fares and Ticketing Public Transport Victoria PTV is the statutory authority that administers Victoria’s train, tram and bus services. It provides a single contact point for customers wanting information on public transport services, fares, tickets and initiatives. For train, tram and bus information, call 1800 800 007 or visit ptv.vic.gov.au myki myki is a smartcard which can be used to pay for travel on Melbourne’s public transport. Once you have your myki, top up, touch on and travel. You don’t have to touch off your myki on a tram unless your entire journey is in Zone 2. This will only apply on the outer end of Routes 75, 86 and 109.
12
There are a number of convenient ways to buy and top up your myki including: • online at ptv.vic.gov.au • at staffed train stations • myki machines at all metropolitan train stations and some accessible tram stops and bus interchanges • Close to 800 retail outlets, including all 7-Eleven stores, where you see the myki sign • PTV Hub at Southern Cross Station • by calling PTV on 1800 800 007 (6am to midnight daily). All fares are determined by the Victorian Government. Customers will be notified of changes to fares at least 10 weekdays in advance through yarratrams.com.au, ptv.vic.gov.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.
Concessions Concession fares are available to pensioners, Victorian Seniors, students, children under the age of 17 years and people with special needs.
Brochures include: • Fares and Travel Guide • Authorised Officers on public transport
All passengers travelling on concession fares, including students, must carry the appropriate proof of transport concession entitlement in order to have a valid ticket.
To obtain any of these brochures, contact PTV on 1800 800 007 or visit the PTV Hub at Southern Cross Station. A limited selection of brochures is also available on trams and at Premium train stations.
For further information please refer to the Fares and Travel Guide, which can be obtained by contacting PTV on 1800 800 007. 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 undergo extensive training and abide by a strict code of conduct. They are available to provide passenger assistance and information.
13
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. 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 the offence. 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 PTV website at ptv.vic.gov.au.
14
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 800 007 between 6am and midnight daily. Applications for refunds must be made on a myki Refund and Reimbursement Form, available from: • PTV Hub at Southern Cross Station • yarratrams.com.au • ptv.vic.gov.au
Trams with offensive graffiti will immediately be removed from service
Customer Service Yarra Trams is committed to monitor and continuously improve important aspects of customer service along with analysis of passenger views collected through the PTV Customer Satisfaction Monitor (CSM). The travelling experience and personal safety of Yarra Trams customers 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 will be measured against benchmark standards. The community will benefit from greater transparency and accountability through public access to the performance results.
16
Cleaning At Yarra Trams we are committed to maintaining a clean tram fleet, tram stops, shelters and tram property. 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 the vandalism and the effect it will have on providing scheduled services. To report graffiti or dumped rubbish please call the customer feedback team on 1800 800 007 between 6am and midnight daily. Yarra Trams will monitor response times to reported graffiti via the customer feedback line.
Employee conduct Our guiding principle for operating Melbourne’s tram network is to Think Like a Passenger. We will provide all of our passengers with timely, reliable information and help, respecting each person as an individual. Our ability to Think Like a Passenger encourages all employees to be attentive, caring, courteous and sincere, treating all passengers as we would wish to be treated ourselves.
Our employees: • provide face-to-face customer service • assist customers with the best ticket options and tram timetable information • assist customers with journey planning • play an important role in the safety and security of passengers by providing a visible staff presence and offering assistance when required.
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 provide training to develop a committed and friendly workforce that delivers services to meet customer expectations.
Every weekday morning and evening, we aim to provide employees at selected CBD platform stops.
Customer feedback At Yarra Trams we continually strive to meet our customers’ expectations and welcome comments about our service. PTV is your central stop for information on public transport services, fares, tickets and initiatives and its customer feedback team can help address your feedback. You can provide your feedback and suggestions by visiting yarratrams.com.au, calling our customer feedback team on 1800 800 007 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 within seven business days of its receipt.
18
Customers who are unhappy with a response or the outcome of an investigation by Yarra Trams can have the case reviewed by the Public Transport Ombudsman (PTO) who can be contacted between 9am and 5pm, Monday to Friday. Public Transport Ombudsman PO Box 538 Collins Street West Melbourne VIC 8007 Phone: 1800 466 865 or 03 8623 2111 Fax: 03 8623 2100 Telephone Interpreter Service (TIS) 131 450 • TTY users phone 1800 555 677 then ask for 1800 466 865 • Speak & Listen (speech-to speech) users phone 1800 555 727 then ask for 1800 466 865 • Internet Relay users connect to NRS on www.iprelay.com.au then ask for 1800 466 865 Email: enquiries@ptovic.com.au Website: www.ptovic.com.au
19
Prams, pushers and shopping jeeps may be carried on our services at all times free of charge… Passenger information Our ability to Think Like a Passenger allows us to provide all our passengers with timely, reliable information so that you can find your way. Passenger information helps you to know where you’re going, how you get there, how long it will take and what forms of transport you will use to arrive at your destination. We want you to feel confident that when using the network, especially in unfamiliar areas, you will be able to go to the nearest stop and know when the next tram is due. We are working with PTV and other transport operators to achieve a multimodal approach to tram operations.
Timetables We have processes in place to ensure tram timetables are current and available in printed format at all tram stops, online at yarratrams.com.au or ptv.vic.gov.au. Tram route guides are available from the PTV Hub at Southern Cross Station.
Hours of operation Our tram services operate between:
Full train, tram and bus timetables are available online at ptv.vic.gov.au Passenger information for journey planning is available through: • Journey Planner – PTV’s online help system to find out which train, tram or bus to use at ptv.vic.gov.au
For other public transport modes, operating hours can be located by calling PTV on 1800 800 007 or online at ptv.vic.gov.au
• tramTRACKER® – which provides customers with realtime tram arrival information by phone, iPhone, Android, online at yarratrams.com.au and on Passenger Information Displays at some tram stops.
Monday to Thursday – 5am and midnight Friday and Saturday – 5am to approximately 1am Sunday – 7am to 11pm
Lost property The Lost Property section of Yarra Trams can be contacted on 1800 800 007 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 trams 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 800 007 between 6am and midnight daily. Carriage of pets Small dogs can be transported on our trams provided they are in a closed container. Large dogs or other pets not in a closed container are not to be carried on trams. All animals with a registed assistance animal pass are accepted at all times free of charge and are not required to be in a container.
20
21
Compensation Under our agreement with the Victorian Government, if our monthly performance falls below set thresholds for punctuality (77 per cent) or reliability (98 per cent) Yarra Trams will provide compensation. Passengers who hold a myki pass valid for 28 days or more can apply for compensation. Each calendar month, PTV will review our service performance. If Yarra Trams does not achieve its monthly performance targets 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 may be claimed regardless of what type of fare you hold if your service was: • delayed by more than 30 minutes and you were not advised of the reason for the delay by Yarra Trams when on board a tram service
22
• subject to prolonged, severe service disruption and no alternative transport options were communicated to you by Yarra Trams. 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 800 007 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 with PTV 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 PTV 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.
Safety and security We are committed to ensuring the personal safety and security of passengers in line with our core value of Zero Harm. We believe that all our people and passengers have the right to arrive home safely every day. 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 process of continuous improvement, we strive to deliver innovative solutions to enhance the safety and security of all customers. To deliver on our commitment, we focus on the communication of information, strategic deployment of Authorised Officers and Customer Service Employees, efficient infrastructure and rolling stock maintenance and dedicated and targeted community awareness and education campaigns.
24
Accessibility We work with PTV 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 impairments. The current plan includes actions to address issues such as low-floor trams, creating more accessible tram stops and tram layout. For accessibility advice and journey planning, contact PTV on 1800 800 007 or visit ptv.vic.gov.au
How you can help us Yarra Trams will do its utmost to meet and exceed our commitments to you. You can help us to provide a safe and reliable service if you: • hail the approaching tram so that the driver knows that you wish to board • travel with a correct and valid myki for your journey • touch on your myki each time you board a tram, including when you change vehicles. Your myki must have been used (touched on) on a tram at least 10 days of the month in order to be eligible for compensation if performance targets are not met
• ensure that, if a concession myki is purchased/used, then the proof of 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 • 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.
25
Interpreter Services By calling our customer feedback team on 1800 800 007, between 6am and midnight daily, this document can be provided in large print, braille or audio formats. It is also available in the following languages: Arabic Croatian French Greek Italian Japanese Macedonian Maltese Mandarin Polish Serbian Spanish Turkish Vietnamese.
26
Sustainability Our core value of Zero Harm applies not only to our passengers and employees but also to the environment. Our sustainability strategy is underpinned by continuous improvement. We are committed to reducing the effect 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 800 007, between 6am and midnight daily or visit yarratrams.com.au
TTY Facility – for people with speech or hearing impairment Phone 03 9619 2727
Alternatively, you can write to us at:
Metro Trains Customer Service Phone 1800 800 007 (6am to midnight daily) Website metrotrains.com.au
Yarra Trams GPO Box 5231 Melbourne VIC 3001
V/Line Information and Bookings Phone 1800 800 007 Website vline.com.au
Key public transport contacts Public Transport Victoria – for metropolitan train, tram and bus information Phone 1800 800 007 (6am to midnight daily)
St Kilda/Port Melbourne wheelchair accessible minibus bookings (Melbourne Bus Link response bus) Phone 1800 012 061
Email feedback@ptv.vic.gov.au Website ptv.vic.gov.au Public Transport Victoria – for regional train and coach Phone 1800 800 007 Website ptv.vic.gov.au myki Helpline Phone 1800 800 007 Interpreter Service Phone 1800 800 007 (6am to midnight daily) See PTV website (above) for further details
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
27