Passenger Service Charter From December 2017

16970 YTM_6/18. Authorised by Transport for , 1 Spring Street, . Our guiding principle for operating Melbourne’s tram network is to ‘Think Like a Passenger’.

Table of contents

Our approach 3 Standards 8 Performance 3 Cleaning, graffiti and dumped rubbish 8 Publication of performance statistics 3 Employee conduct 8 Passenger feedback 9 Passenger information 4 Lost property 9 Intermodal coordination 4 Complaints handling 9 Timetables 4 Compensation 9 Timetable changes 4 Public Transport Ombudsman 9 Availability of brochures 4 How you can help us 10 Service disruptions 4 Environment 10 Operating hours 5 Interpreter services 10 Carrying items 5 Carrying pets 5 How to contact us 11 Safety and security 5 Key public transport contacts 11 Accessibility 5

Fares and ticketing 6 6 Concession fares 6 Ticket refunds 6 Authorised Officers 7

2 Yarra Trams understands that punctuality and outstanding passenger service are what our passengers expect.

Our approach Our guiding principle for operating Melbourne’s Reliability is a percentage-based measure tram network is to Think Like a Passenger. of the number of services delivered in Our aim is to deliver a safe, reliable and relation to those scheduled. comfortable service that provides the best A tram is considered on time if it arrives possible travelling experience, contributes between 59 seconds before and 4 minutes to the economic sustainability of our city 59 seconds after the scheduled time. and strengthens our local communities. As well as making every journey safe and Publication of performance comfortable for our passengers, Yarra Trams statistics aims to operate the network in a way that We publish performance results for contributes to sustaining and improving the reliability and punctuality no later than quality of life for the people of Melbourne. 10 days after the end of each month. Yarra Trams understands that safety, The results are displayed on posters service delivery, punctuality and on board trams and online at outstanding passenger service are what yarratrams.com.au our passengers expect. This charter To access this information, contact sets out exactly how we will meet and the PTV Customer Service Team exceed these expectations. on 1800 800 007 daily from 6am to midnight (all night Friday and Saturday). Performance We encourage you to read Track Record, To ensure transparency and accountability, the Public Transport Victoria (PTV) Yarra Trams provides passengers with quarterly publication that provides monthly performance results that detail detailed information about each public tram reliability and punctuality. transport operator’s performance. Reliability and punctuality are measured Monthly Track Record bulletins are at various points along each tram route. also available online at ptv.vic.gov.au.

3 Prams, pushers and shopping jeeps may be carried on our services at all times free of charge.

Passenger information

Intermodal coordination Timetable changes We work with PTV and other transport When changes to a timetable are going operators to provide a fully multimodal to occur, passengers will be notified at network, including facilitating the provision of least seven days beforehand through multimodal information across the network. newspaper advertisements, online via Twitter, Facebook and tramTracker, Timetables posters on board trams and at tram Tram timetables are available in printed stops along affected routes. format at all tram stops and online at Timetables will not be changed by ptv.vic.gov.au. Tram Route Guides are Yarra Trams without prior approval available from the PTV Hub at Southern of the Victorian Government. Cross Station. Passenger information for journey planning Availability of brochures is available through: PTV has brochures in various languages – Journey Planner – PTV’s online help about myki, fares and Authorised Officers so system to find out which train, tram or you can find out more about public transport. bus to use at ptv.vic.gov.au You can receive these brochures by: ® – tramTRACKER – which provides – calling PTV on 1800 800 007 passengers with realtime tram – visiting the PTV Hub at arrival information on iPhone, Android, Southern Cross Station. online at yarratrams.com.au and on Passenger Information Displays at Some brochures may be available on some tram stops. trams and at premium train stations.

4 Service disruptions For further information on the carriage of Accessibility In the event of planned or unplanned service items on trams, and restrictions by train Yarra Trams is committed to helping the disruptions, where possible, we will provide and bus operators, please call the PTV Victorian Government develop an inclusive alternative transport and personnel to assist Customer Service Team on 1800 800 007. and accessible public transport network. passengers. Regular announcements will be Alternatively, please visit ptv.vic.gov.au Yarra Trams works with PTV and other made on trams to keep passengers informed operators to achieve compliance with about disruptions, including information Carrying pets State and Commonwealth standards for about alternative transport arrangements Pets can be transported on our trams as access to public transport. if they are available. long as they are in a closed container. Our accessibility implementation plan Notification about planned disruptions All animals with a registered Assistance focuses on actions that will improve will be provided at least seven days Animal Pass are accepted free of charge. passengers’ ability to access and travel beforehand, and placed in tram bulletin Guide dogs, guide dogs in training, hearing on the tram network. boards, at affected tram stops, on trams, dogs and hearing dogs in training are accepted and online at yarratrams.com.au and on trams at all times, free of charge. Delivering more low floor trams and ptv.vic.gov.au. On tramTRACKER you can building more level access stops across select your most frequently used route Safety and security the network is a priority. The plan also to receive notifications to your phone for focuses on improving passenger both planned and unplanned disruptions. We are committed to ensuring the personal assistance by providing better passenger safety and security of passengers is in line information, especially during disruptions. Operating hours with our core value of Zero Harm. We believe all our employees and passengers have the All our staff undergo accessibility and Our tram services operate approximately right to arrive home safely every day. diversity awareness training to further between: embed accessibility into our corporate – Monday to Thursday – 5am and midnight Safety and security measures in place culture, and to ensure our front line staff throughout the tram network include know how to interact with all passengers. – Friday and Saturday – 5am to 1am staffed platforms at key locations, public and all night every 30 minutes on Night address systems, CCTV and the presence We want every passenger to feel valued, Network routes 19, 67, 75, 86, 96 and 109 of transit police. Our process of continuous empowered and safe when travelling on the – Sunday – 7am to 11pm improvement aims to deliver innovative tram network, regardless of their ability. Operating hours for other public transport solutions that enhance the safety and For accessibility advice and journey planning, modes is available online at ptv.vic.gov.au security of all passengers. contact the PTV Customer Service Team or by calling the PTV Customer Service To meet our commitment, we focus on on 1800 800 007. Team on 1800 800 007. communicating information, strategically deploying Authorised Officers and Carrying items Passenger Service Employees, and Prams, pushers and shopping jeeps may be efficiently maintaining infrastructure and carried free on our trams, provided they are rolling stock. We also provide community of a suitable size and space is available. awareness and education campaigns. Bicycles, scooters, surfboards and other large items cannot be carried on trams, as they obstruct other passengers and may be a safety hazard. Flammable goods, explosives and other dangerous items are not permitted on board our trams at any time.

5 For information about fares and tickets call Public Transport Victoria on 1800 800 007 or visit a PTV Hub.

Fares and ticketing myki Concession fares myki is your ticket to travel on trains, trams You may be able to travel on a concession and and many parts of fare if you’re a child, student or Australian regional Victoria. On trams, remember to senior. Other types of concessions are touch on. You don’t need to touch off unless also available. Always carry proof of your entire journey is in Zone 2 – this only eligibility when you travel. applies at the end of routes 75, 86 and 109. Don’t touch on or off if you’re just travelling Ticket refunds in the city’s Free Tram Zone. You may be eligible for a refund, You can buy your myki and top up at: reimbursement, compensation or replacement ticket. You can find the – over 800 shops including all 7-Elevens Yarra Trams Passenger Refund Code – myki machines at selected stations at yarratrams.com.au or by calling and stops 1800 800 007. – premium station ticket offices To apply for a refund, fill in in the myki – PTV Hubs Refund Form. You can find the form at: – on the bus ($20 max) – the PTV Hub at Southern Cross Station – ptv.vic.gov.au or by calling 1800 800 007 – yarratrams.com.au (allow seven days for delivery of a myki – ptv.vic.gov.au and about 90 minutes for online top ups). myki fares are set by the Victorian Government. If fares change, we’ll give you at least 10 business days’ notice through yarratrams.com.au, ptv.vic.gov.au, newspaper advertisements, and posters on trams.

6 Authorised Officers Authorised Officers work in uniform or Authorised Officers help keep your plain clothes. You will be able to identify public transport running smoothly and them because they carry: make sure everyone is paying their way. – a State of Victoria Authorised You’ll see them travel on trains, trams Officer badge and buses, and at stations and stops. – photo ID Authorised Officers are employed by – portable myki ticket reader. public transport operators to check If someone claims to be an Authorised tickets, provide passenger information, Officer and can’t show you their metal improve safety, and help during special badge and photo ID, please report them events and disruptions. They all receive to a public transport employee or call us ongoing training and are authorised by on 1800 800 007. the Victorian Government. Authorised Officers must abide by the Authorised Officers can: Code of Conduct for Authorised Officers. – check your ticket and concession You can find the code by visiting entitlement, even after you’ve left economicdevelopment.vic.gov.au the vehicle or station and searching for ‘authorised officers’. – ask to take your ticket for use To find out more, including how to as evidence appeal a fine, please contact the – ask for your name, address and department on 1300 135 066. proof of identity – report you to the Department of Economic Development, Jobs, Transport and Resources – arrest you until the police arrive, if you don’t comply. Please note that Authorised Officers do not issue warnings or fines.

7 Standards Yarra Trams is committed to monitoring and Employee conduct continuously improving passenger service. Our staff are trained to be attentive, caring, The travelling experience and personal courteous and sincere, treating all passengers safety of Yarra Trams passengers will be as we like to be treated ourselves. improved by ongoing measurement and We ensure our employees are recognisable, adherence to high standards for removing well presented and clearly visible at all times. graffiti, repairing damage and vandalism, We invest in our people and provide training to maintaining cleanliness, and providing clear develop a committed and friendly workforce and relevant information. that delivers services to meet passenger These standards will apply to trams, stops, expectations. infrastructure, assets and tram reserves. Our employees: Passengers will be interviewed using – provide face-to-face passenger service customer satisfaction surveys and Yarra – offer passengers the best ticket options Trams’ performance will be measured and tram timetable information against benchmark standards. Public – help passengers plan their journey access to performance results ensures that the community can benefit from – play an important role in the safety and greater transparency and accountability. security of passengers by providing a visible staff presence and offering Cleaning, graffiti and assistance when required. dumped rubbish We aim to have employees present at At Yarra Trams we are committed to selected CBD platform stops during the maintaining a clean tram fleet, tram stops, day on weekdays and on weekends. shelters and tram property. To report graffiti or dumped rubbish please call the the PTV Customer Service Team on 1800 800 007. Yarra Trams will monitor response times to reported graffiti via the passenger feedback line.

8 Passenger feedback Further details about the Public Transport Compensation may also be claimed At Yarra Trams, we continually strive to meet Ombudsman’s role and services are available regardless of what type of fare you our passengers’ expectations and welcome at ptovic.com.au. hold if your service was delayed by more than 30 minutes and: comments about our service. Alternatively, Public Transport Victoria’s – you were not advised of the reason PTV is your central source of information Customer Advocacy Team is available to review your complaint. If you are not satisfied for the delay by Yarra Trams when for public transport services, fares, tickets on board a tram service, and/or and initiatives, and its PTV Customer with the outcome of any public transport Service Team are available to help you. complaint, you can escalate the matter to – no alternative transport options were PTV’s Customer Advocacy Team for further communicated to you by Yarra Trams. Provide your feedback and suggestions investigation. Contact the PTV Customer Compensation provided for these reasons by visiting ptv.vic.gov.au, calling PTV on Advocacy Team by phone on 1800 800 007, will be of the same value or type as the 1800 800 007 daily from 6am to midnight email at [email protected], fare you held for the start of that journey. (all night Friday and Saturday) or writing or in writing to: to us at: You may only claim for one of the Customer Advocacy Team, Public above occurrences for any one day. Yarra Trams Passenger Feedback Transport Victoria, PO Box 4724, GPO Box 5231 Melbourne VIC 3001 Melbourne VIC 3001. All claims will be considered promptly and fairly in accordance with the Yarra Lost property Compensation Trams Passenger Compensation Code. For Lost Property please call 1800 800 007. According to our agreement with the A copy of the code is available online or Victorian Government, Yarra Trams will by calling the PTV Customer Service Complaints handling provide compensation if our monthly Team on 1800 800 007. If you are not satisfied with the outcome performance falls below set thresholds of your complaint and wish to have the for punctuality (79 per cent) or reliability matter dealt with independently you may (98 per cent). Passengers with a myki raise the matter directly with the Public pass valid for 28 days or more can apply Transport Ombudsman by phone on for compensation. Freecall 1800 466 865, by email at PTV reviews its service performance each [email protected], or by fax on calendar month. If Yarra Trams does not 8623 2100. Letters can be addressed to the achieve its monthly performance targets, Public Transport Ombudsman at PO Box 538, a Compensation Notice may be issued. Collins Street West, Melbourne VIC 8007. If such a notice is issued we will display it The Public Transport Ombudsman is a free, on our trams and online. independent and impartial service.

9 How you can help us Environment Interpreter services At Yarra Trams, we will always do our best to Our core value of Zero Harm applies to our To receive this document in large print, meet and exceed our commitments to you. passengers, employees and the environment. braille or audio formats, please call You can help us provide a safe and reliable Our environmental approach is underpinned the PTV Customer Service Team on service if you: by continuous improvement. 1800 800 007. You can also receive it in the following languages: – hail the approaching tram so the We are committed to reducing the effect driver knows you want to board of our operations on the environment by: – Arabic – travel with a correct and valid – developing our environmental – Cantonese myki for your journey management system in line with – Greek – touch on your myki each time you board business needs and best practice – Hindi a tram, (unless travelling within the Free – improving resource efficiency – Italian Tram Zone) including when you change through energy conservation vehicles. Your myki must have been used – Mandarin – understanding our climate change (touched on) on a tram at least 10 days – Punjabi impacts and reducing harmful emissions of the month in order to be eligible for – Sinhalese compensation if performance targets – further investigating and – Spanish are not met using green energy sources – Vietnamese – ensure that if a concession myki is – conserving water resources purchased/used, proof of concession – improving materials consumption entitlement (such as a Pensioner through recycling and reuse Concession Card, Seniors Card, Student – working with other industry bodies, our Concession Card or Healthcare Card) passengers, employees and communities is carried at all times and produced if to promote environmental awareness requested by an Authorised Officer – meeting all relevant environmental – comply with all requirements of legislation, as a minimum. the Transport Act and Regulations relating to behaviour, carriage of goods, consumption of alcohol, defacing or damaging property, lingering and other inappropriate matters (such as smoking, feet on seats, obstructing doorways and offensive language or behaviour).

10 How to contact us Yarra Trams Public Transport Victoria Public Transport Ombudsman (Victoria) Call 1800 800 007, daily from 6am to For public transport information: Phone 1800 466 865 or 03 8623 2111 midnight (all night Friday and Saturday) Phone 1800 800 007 daily from 6am to TTY 1800 809 623 or visit ptv.vic.gov.au midnight (all night Friday and Saturday). Fax 03 8623 2100 Website ptv.vic.gov.au PO Box 538 Alternatively, you can write to us at: National Relay Service – for people Collins Street West Yarra Trams with speech or hearing impairment Melbourne VIC 8007 GPO Box 5231 Phone 03 9619 2727 Email [email protected] Melbourne VIC 3001 Website ptovic.com.au Customer Advocate Public Transport Victoria PO Box 4724 Melbourne Vic 3001 Phone on freecall: 1800 800 007 [email protected]

Travellers Aid Phone 03 9654 2600 Monday to Friday, 9am to 5pm

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