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Yarra Trams Passenger Service Charter from December 2018

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Yarra Trams Passenger Service Charter from December 2018 Yarra Trams Passenger Service Charter From December 2018 16970 YTM_10/18. Authorised by Transport for Victoria, 1 Spring Street, Melbourne. 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 myki 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 Melbourne Museum tickets call the L & IMAX Cinema t I S Z on DR A s NDS W l KLA o DOC B h ic I ET N L Stop 8 L H I PTV Customer A Melbourne Q S Flagstaff U M Gardens EE Royal Exhibition T Central Station S Building N ST 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 U D W I PE N I E I L H S Z HA A G ST L N S I Flagstaff A Melbourne B N Stop 0 I C E A B I Station Central S T L E E M ST State Library T R I L ST R ST Station T W O VICTORIA HARBOUR O of Victoria Nicholson Street H ST 1800 800 007 or B N ST U N O R S U T & Victoria Parade U N DJ R LONSDALE ST LONSDALE ST E E R I W S Stop 0 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 Y C S 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 Q COLLINS ST S COLLINS ST COLLINS ST L X Stop 8 U W I U PE N I I L H S EE Z A St Paul’s G ST L S I N A B N I Cathedral E N ST C A E 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.
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