Passenger Service Charter From December 2018

16970 YTM_10/18. 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 Fares and ticketing 6 Performance 3 6 Publication of performance statistics 3 Concession fares 6 How to use myki 6 Passenger experience 4 Ticket refunds 7 Journey planner 4 Availability of brochures 7 Intermodal coordination 4 Authorised Officers 7 Journey information 4 Timetable changes 4 Standards 8 Service disruptions 4 Cleaning, graffiti and rubbish 8 Safety and security 5 Passenger service 8 Accessibility 5 Passenger feedback 9 Carrying items 5 Lost property 9 Carrying pets 5 Responding to feedback 9 Operating hours 5 Compensation 10 How you can help us 5 Environment 10

How to contact us 11 Key public transport contacts 11 Interpreter services 11

2 We understand that safety, service delivery, punctuality and outstanding service are what our passengers expect.

Our approach Our guiding principle for operating Melbourne’s Publication of performance tram network is to Think Like a Passenger. statistics Our aim is to deliver a safe, reliable and We publish performance results for reliability comfortable service that provides the best and punctuality online at yarratrams.com.au possible travelling experience, contributes no later than 10 days after the end of to the economic sustainability of our city each month. and strengthens our local communities. We encourage you to read Track Record, We operate the network in a way that the Public Transport Victoria (PTV) contributes to sustaining and improving the quarterly publication that provides quality of life for the people of Melbourne. detailed information about each public We understand that safety, service transport operators’ performance. delivery, punctuality and outstanding Monthly Track Record bulletins are service are what our passengers expect. available online at ptv.vic.gov.au. This charter sets out exactly how we will meet and exceed these expectations.

Performance To ensure transparency and accountability, we make available 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. A tram is considered on time if it arrives between 59 seconds before, and four minutes, 59 seconds after the scheduled time.

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

Passenger experience

Journey planner Service disruptions Information for planning your journey is In the event of planned or unplanned available through: incidents, where possible, we will provide – Journey Planner – PTV’s app to plan your alternative transport and personnel to journey and view multimodal service times assist passengers. at ptv.vic.gov.au Regular updates through tramTRACKER® – tramTRACKER ® – provides passengers and Twitter will be provided along with with real-time tram arrival information. announcements on trams and at selected Available on devices via the app, online stops. Where possible, we will provide at yarratrams.com.au and on passenger information for train and bus options. information displays at some tram stops. Notification about planned disruptions will be provided at least seven days prior online Intermodal coordination at yarratrams.com.au and ptv.vic.gov.au, We work with PTV and other transport via tramTRACKER®, Twitter, digital passenger operators to provide a multimodal network. information displays and in tram bulletins at affected tram stops. Journey information On board notifications will be provided three Tram timetables are available in printed days prior on affected trams. format at all tram stops and online at ptv.vic.gov.au. Tram route guides are On tramTRACKER ® you can select your most available from all PTV Hubs and Melbourne frequently used routes to receive notifications Visitor Centres. to your device for both planned and unplanned disruptions. Timetable changes When changes to a timetable occur, passengers will be notified at least seven days prior through newspaper advertisements and online at yarratrams.com.au and ptv.vic.gov.au, via tramTRACKER®, Twitter, digital passenger information displays and in tram bulletins at affected tram stops. On board notifications will be provided three days prior on affected trams.

4 Safety and security To achieve this, all our staff undergo Carrying pets Safety is our number one priority. We are accessibility and diversity awareness Pets can be carried on board trams in a committed to ensuring the personal safety training to further embed accessibility into suitable, closed container. and security of passengers is in line with our our corporate culture, and to ensure our All animals with a registered Assistance core value of Zero Harm. frontline staff know how to assist passengers with confidence and respect. The plan also Animal Pass are accepted free of charge. To meet our commitment to safety and focuses on improving passenger assistance Guide dogs, guide dogs in training, hearing security, we focus on strategically deploying by providing better passenger information and dogs, hearing dogs in training and animals with Authorised Officers, Passenger Service accessible alternatives during disruptions. a registered Assistance Animal Pass can travel Employees and our Passenger Response team. We want every passenger to feel valued, on trams at all times, free of charge. Our Authorised Officers also provide empowered and safe when travelling on the Operating hours awareness and educational programs to tram network, regardless of their abilities, and schools and community groups. network knowledge. Our tram services operate approximately between: To provide our passengers with cleaner, safer For accessibility advice and journey planning, and more reliable assets, we have proactive contact the PTV Customer Service team – Monday to Thursday – 5am and midnight cleaning and maintenance schedules for trams on 1800 800 007. – Friday and Saturday – 5am to 1am and tram stops. If you see a problem or notice and all night every 30 minutes on Night any unattended bags or luggage, you can tell a Carrying items Network routes 19, 67, 75, 86, 96 and 109 Yarra Trams employee or call the PTV Prams, pushers and shopping jeeps may – Sunday – 7am to 11pm Customer Service team on 1800 800 007. be carried free on trams, provided they are Train and bus operating hours are available of a reasonable size and not obstructing online at ptv.vic.gov.au or by calling the PTV Accessibility other passengers. Customer Service team on 1800 800 007. We are committed to helping the Victorian Government develop an inclusive and Bicycles, scooters, surfboards and other accessible public transport network. large items cannot be carried on trams, How you can help us as they obstruct other passengers and At Yarra Trams, we will always do our best to We work with PTV, Transport for Victoria and may be a safety hazard. Flammable, hazardous meet and exceed our commitments to you. other operators to achieve compliance with and dangerous items are not permitted on You can help us provide a safe and reliable State and Commonwealth standards for board trams at any time. service if you: access to public transport. For further information on the carriage of – hail the approaching tram so the Our accessibility implementation plan focuses items on trams, and restrictions by train driver knows you want to board, and on actions that will improve passengers’ ability and bus operators, please call the PTV – travel with a correct and valid to confidently access and travel on the Customer Service team on 1800 800 007. myki for your journey. tram network. Alternatively, please visit ptv.vic.gov.au.

5 Stop 0 For information Stop 8 Victoria Street Peel Street VIC TO & Peel Street & Victoria Street RIA S about fares and T Carlton Gardens Stop 7 Melbourne Star Observation Wheel Queen Victoria

The District Queen Victoria Market E Market tickets call the L & IMAX Cinema t

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Gardens EE N ST Royal Exhibition T Central Station Building T St Vincent’s Service team on Hospital LA TROBE ST LA TROBE ST V IC. P E E S R S K W L X

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Flagstaff A Melbourne B N Stop 0 C E A B I Station Central S T L E E M ST State Library T I L ST R ST Station T W O VICTORIA HARBOUR O of Victoria Nicholson Street H ST

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visit a PTV Hub. P A Parliament OMENADE Y Parliament Station ARBOUR PR Station VICTORIA H Nicholson Street Marvel Stadium

Library at the Dock S P Parliament BOURKE ST BOURKE ST BOURKE ST R House I N G S Y C AR O RA R L T L Old Treasury IV INS S Fares and ticketing ER Southern Building Cross T Station E E S R K W MARK E Q COLLINS ST S COLLINS ST COLLINS ST L

X Stop 8 U W I U PE N N I I L H S EE N ST Z

A St Paul’s G ST L I S I A B N Cathedral E C A B Spring Street I S T L E T ST E M ST T I L ST R ST T O myki O

H ST & Collins Street N ST N S

T Fitzroy Gardens Immigration Treasury myki is your ticket to travel on trains, trams and Museum Gardens buses in Melbourne and many parts of regional WURUNDJERI WAY FLINDERS ST FLINDERS ST Stop 8 Spring Street SEA LIFE Victoria. On trams, touch on when you get on Melbourne & Flinders Street Aquarium Flinders Street Station YAR a tram. You only need to touch off if your whole RA R IV ER Stop 24 Stop Stop 3 Stop 6 trip is in Zone 2. If your trip is entirely within Batman Park Flinders Street Federation Russell Street Eureka & Queensbridge Tower Square & Flinders Street Zone 2, touch off to pay the cheaper Zone 2 Street SkyDeck fare – this only applies to Zone 2 sections on Melbourne Convention and Exhibition Centre routes 75, 86 and 109.

Yarra Park When your entire journey is within the Free Tram Alexandra Gardens Zone, don’t touch on.

You can buy your myki and top up at: Sidney Myer Music Bowl – over 800 shops including all 7-Eleven stores – myki machines at selected stations and stops Concession fares Your myki must have been used (touched – comply with all requirements of the – premium station ticket offices on) on a tram at least 10 days of the month Transport Act and Regulations relating You may be able to travel on a concession in order to be eligible for compensation if to behaviour, carriage of goods, – PTV Hubs fare if you’re a child, student or Australian performance targets are not met consumption of alcohol, defacing or – on buses ($20 max) senior. Other types of concessions are also – ensure that if a concession myki is damaging property, lingering and other – ptv.vic.gov.au or by calling 1800 800 007 available. Always carry proof of eligibility inappropriate matters (such as when you travel. purchased/used, proof of concession (allow seven days for delivery of a myki and entitlement (such as a Pensioner smoking, feet on seats, obstructing about 90 minutes for online top ups). doorways and offensive language or How to use myki Concession Card, Seniors Card, Student Concession Card or Healthcare Card) behaviour). myki fares are set by the Victorian Government. – touch on your myki each time you board a If fares change, we’ll give you at least 10 business is carried at all times and produced if tram, (unless travelling within the Free Tram requested by an Authorised Officer days’ notice through yarratrams.com.au, Zone) including when you change vehicles. ptv.vic.gov.au, and newspaper advertisements.

6 Ticket refunds Authorised Officers Authorised Officers work in uniform or Authorised Officers help keep your plain clothes. You will be able to identify If we do not meet our performance thresholds, them because they carry: or your trip is affected by a service disruption, public transport running smoothly and you may be eligible for compensation. make sure everyone is paying their way. – a State of Victoria Authorised You’ll see them travel on trains, trams Officer badge For further information about service and buses, and at stations and stops. – photo ID disruptions and eligibility for compensation, please refer to the Passenger Compensation Authorised Officers are employed by – portable myki ticket reader. Code. For information about how to apply for public transport operators to check If someone claims to be an Authorised compensation please refer to the Passenger tickets, provide passenger information, Officer and can’t show you their metal Refund code. Both can be found at improve safety, and help during special badge and photo ID, please report them yarratrams.com.au or by calling the PTV events and disruptions. They all receive to a public transport employee or call Customer Service team on 1800 800 007. ongoing training and are authorised by the PTV Customer Service team on the Victorian Government. You can also visit your nearest PTV Hub 1800 800 007. to apply for compensation. Authorised Officers can: Authorised Officers must abide by the – check your ticket and concession Code of Conduct for Authorised Officers. Availability of brochures entitlement, even after you’ve left If you are dissatisfied with the conduct of PTV has brochures in various languages the vehicle or station an Authorised Officer and wish to make about myki, fares and Authorised Officers so – ask to take your ticket for use a complaint or if you wish to appeal a fine, you can find out more about public transport. as evidence the Authorised Officer complaints management policy is available online at You can receive these brochures by: – ask for your name, address and proof of identity economicdevelopment.vic.gov.au – – calling PTV on 1800 800 007 search for ‘Authorised Officer complaints – report you to the Department of – at all PTV Hubs management policy’ – or call the Department Economic Development, Jobs, of Economic Development, Jobs, Transport – Melbourne Visitor Centres. Transport and Resources and Resources on 1300 135 066. Some brochures may be available on – arrest you until the police arrive, trams and at premium train stations. if you don’t comply. Please note that Authorised Officers do not issue warnings or fines.

7 Standards We are committed to monitoring and Passenger service 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 our passengers is subject to ongoing as we like to be treated ourselves. measurement and adherence to high We ensure our employees are recognisable, standards for removing graffiti, repairing well presented and clearly visible at all times. damage and vandalism, maintaining cleanliness, We invest in our people and provide training and providing clear and relevant information. to develop a committed and friendlyworkforce These standards apply to trams, stops, that delivers services to meet and exceed infrastructure, assets and tram reserves. passenger expectations. Passengers are interviewed using customer Our employees: satisfaction surveys and our performance is – provide face-to-face passenger service measured against benchmark standards. – offer passengers the best ticket options Public access to performance results ensures and tram timetable information that the community can benefit from greater – help passengers plan their journey transparency and accountability. – play an important role in the safety and Cleaning, graffiti and rubbish security of passengers by providing a visible staff presence and offering At Yarra Trams we are committed to assistance when required. maintaining a clean tram fleet, tram stops, shelters and tram property. We aim to have employees present at selected city platform stops during the To report graffiti or dumped rubbish please day on weekdays and on weekends. visit ptv.vic.gov.au, or call the PTV Customer Service team on 1800 800 007 daily from 6am to midnight (all night Friday and Saturday).

8 Passenger feedback Responding to feedback and At Yarra Trams, we continually strive to complaints handling exceed our passengers’ expectations and If you are not satisfied with the outcome of welcome comments about our service. your query or how your feedback was handled and wish to have the matter dealt with PTV is your central source of information independently, you may raise the matter for public transport services, fares, tickets directly with the Public Transport Ombudsman and initiatives, and PTV’s Customer by phone on 1800 466 865, by email at Service team are available to help you. [email protected] or by fax on Provide your feedback and suggestions 8623 2100. Letters can be addressed to: by visiting ptv.vic.gov.au, calling the PTV The Public Transport Ombudsman Customer Service team on PO Box 538 1800 800 007 daily from 6am to midnight Collins Street West (all night Friday and Saturday) or writing Melbourne VIC 8007 to us at: The Public Transport Ombudsman is a free, Yarra Trams Passenger Feedback independent and impartial service. GPO Box 5231 Melbourne VIC 3001 Further details about the Public Transport Ombudsman’s role and services are available You can also provide feedback via the at ptovic.com.au. tramTRACKER ® app. Alternatively, PTV’s Customer Advocacy team Lost property is available to review your feedback. If you are For lost property please call 1800 800 007. not satisfied with the outcome of any public transport query, you can escalate the matter If you find lost items on a tram or at a tram to PTV’s Customer Advocacy team for further stop, please alert staff at the stop or the tram investigation. Contact the PTV Customer driver. Advocacy team by email at [email protected] or call PTV on 1800 800 007. You can also write to us at: Customer Advocacy Team Public Transport Victoria PO Box 4724 Melbourne VIC 3001

9 Compensation Environment According to our agreement with the Our core value of Zero Harm applies to our Victorian Government, we will provide passengers, employees and the environment. compensation if our monthly performance We are committed to reducing the effect falls below set thresholds for punctuality of our operations on the environment by: (79 per cent) or reliability (98 per cent). Passengers with a myki pass valid for 28 – developing our environmental days or more can apply for compensation. management system in line with business needs and best practice PTV reviews service performance each – improving resource efficiency calendar month. If we do not achieve through energy conservation our monthly performance targets, a Compensation Notice may be issued. If such – understanding our climate change a notice is issued we will display it online. impacts and reducing harmful emissions – further investigating and using green Compensation may also be claimed regardless energy sources of what type of fare you hold if your service was delayed by more than 30 minutes and: – conserving water resources – you were not advised of the reason – improving materials consumption for the delay by Yarra Trams when through recycling and reuse on board a tram service, and/or – working with other industry bodies, our – no alternative transport options were passengers, employees and communities communicated to you by Yarra Trams. to promote environmental awareness – meeting all relevant environmental Compensation provided for these reasons legislation, as a minimum. will be of the same value or type as the fare you held for the start of that journey. You may only claim for one of the above occurrences for any one day. All claims will be considered promptly and fairly in accordance with Yarra Trams’ Passenger Compensation Code. A copy of the code is available online or by calling the PTV Customer Service team on 1800 800 007.

10 How to contact us Call 1800 800 007, daily from 6am to Melbourne Visitor Centre Interpreter services midnight (all night Friday and Saturday) To receive this document in large print, or visit ptv.vic.gov.au 90-130 Swanston Street, Melbourne 3000 braille or audio formats, please call the PTV Customer Service team on Alternatively, you can submit feedback via Bourke Street Mall ® 1800 800 007. You can also receive it our tramTRACKER app or write to us at: Bourke Street Mall, Melbourne 3000 in the following languages: Yarra Trams – Arabic GPO Box 5231 Customer Advocate – Cantonese Melbourne VIC 3001 Public Transport Victoria PO Box 4724 – Greek Other contact information Melbourne VIC 3001 – Hindi Public Transport Victoria Phone on freecall: 1800 800 007 – Italian [email protected] For public transport information: – Mandarin Phone 1800 800 007 daily from 6am to – Punjabi midnight (all night Friday and Saturday). Travellers Aid Website ptv.vic.gov.au Phone 03 9654 2600 – Sinhalese Monday to Friday, 9am to 5pm – Spanish National Relay Service – Vietnamese If you’re deaf, or have a hearing or speech Public Transport Ombudsman (Victoria) impairment, contact us through the National Phone 1800 466 865 or 03 8623 2111 Relay Service. For more information, visit TTY 1800 555 677 then ask for 1800 466 865 relayservice.gov.au or call 9619 2727. Fax 03 8623 2100 PTV Hub locations PO Box 538 – Southern Cross Station, Melbourne Collins Street West – 750 Collins Street, Docklands Melbourne VIC 8007 Email [email protected] – Westfield Shopping Centre, Website ptovic.com.au – Marketplace, Bendigo

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