Passenger Service Charter From January 2020

18940 YTM_01/20. 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 online at comfortable service that provides the best yarratrams.com.au once they have been possible travelling experience, contributes publicly released by the Department of to the economic sustainability of our city Transport, typically no later than 10 days and strengthens our local communities. after the end of each month. Where results We operate the network in a way that are published later than 10 days after the contributes to sustaining and improving the end of the month, Yarra Trams will extend the quality of life for the people of Melbourne. date passengers can apply for compensation equal to the number of days the results have We understand that safety, service been delayed. delivery, punctuality and outstanding service are what our passengers expect. We encourage you to read Track Record, This charter sets out exactly how we will the Public Transport Victoria (PTV) meet and exceed these expectations. quarterly publication that provides detailed information about each public Performance transport operators’ performance. To ensure transparency and accountability, Monthly Track Record bulletins are we make available monthly performance available online at ptv.vic.gov.au. 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 Small animals can travel on trams but they committed to ensuring the personal safety training to further embed accessibility into must be in a suitable 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 dogs, hearing dogs in training and animals Authorised Officers, Passenger Service and accessible alternatives during disruptions. with a registered Assistance Animal Pass Employees and our Passenger Response team. We want every passenger to feel valued, can travel on trams at all times, free of charge. Our Authorised Officers also provide empowered and safe when travelling on the awareness and educational programs to tram network, regardless of their abilities, Operating hours schools and community groups. and network knowledge. Our tram services operate approximately To provide our passengers with cleaner, safer For accessibility advice and journey planning, between: 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 Carrying items Network routes 19, 67, 75, 86, 96 and 109 a 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 of a reasonable size and not obstructing Train and bus operating hours are available Accessibility other passengers. online at ptv.vic.gov.au or by calling the PTV We are committed to helping the Victorian Customer Service team on 1800 800 007. 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 may be a safety hazard. Flammable, meet and exceed our commitments to you. and other operators to achieve compliance hazardous and dangerous items are not You can help us provide a safe and reliable with State and Commonwealth standards permitted on board trams at any time. service if you: for access to public transport. For further information on the carriage of – hail the approaching tram so the driver Our accessibility implementation plan focuses items on trams, and restrictions by train 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 myki for to confidently access and travel on the Customer Service team on 1800 800 007. 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 Melbourne Star Carlton Gardens Observation Wheel Stop 7 Queen Victoria Market Queen Victoria

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PTV Customer A Melbourne Q

Flagstaff U M S Royal Exhibition Gardens EE N ST T Central Station Building Service team on T LA TROBE ST LA TROBE ST VI St Vincent’s C. P Hospital E E S R S K W L I X D U W I PE N N I E L H S Z HA R A G ST L I S I

Flagstaff A Melbourne B N Stop 0 C E A B I Station Central S T T L E E M ST State Library 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 S T

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

Library at the Dock Marvel Stadium 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 W K MARK E Q COLLINS ST S COLLINS ST COLLINS ST L I

X Stop 8 U W I U PE N N 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 myki B Spring Street I S T T L E T ST E M ST I L ST R ST T O O

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

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

6 Ticket refunds Authorised Officers Authorised Officers work in uniform or If we do not meet our performance thresholds, Authorised Officers help keep your plain clothes. You will be able to identify or your trip is affected by a service disruption, public transport running smoothly and them because they carry: 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. disruptions and eligibility for compensation, – photo ID 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 djpr.vic.gov.au/ – search for ‘Authorised – calling PTV on 1800 800 007 Officer complaints management policy’ – – at all PTV Hubs – report you to the Department of or call the Department of Economic Economic Development, Jobs, – Melbourne Visitor Centres. Development, Jobs, Transport and Transport and Resources 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’re not satisfied with our response or welcome comments about our service. how your feedback was handled, you can escalate your feedback to the Public PTV is your central source of information Transport Ombudsman (PTO) or the PTV for public transport services, fares, tickets Customer Relations team. and initiatives, and PTV’s Customer Service team are available to help you. The Public Transport Ombudsman is an independent office that investigates public Provide your feedback and suggestions transport complaints. It provides fair, free and by visiting ptv.vic.gov.au, calling the fast resolutions to public transport disputes, PTV Customer Service team on and works with its members on systemic 1800 800 007 daily from 6am to midnight complaints to help improve Victoria’s public (all night Friday and Saturday) or writing transport system. to us at: You can raise your matter directly with the Yarra Trams Passenger Feedback PTO by phone (free call) 1800 466 865, by GPO Box 5231 email at [email protected] or online Melbourne VIC 3001 at ptovic.com.au/complaints. Letters can You can also provide feedback via the be addressed to: tramTRACKER ® app. The Public Transport Ombudsman PO Box 538 Lost property Collins Street West For lost property please call 1800 800 007. Melbourne VIC 8007 If you find lost items on a tram or at a tram Alternatively, you can have your feedback stop, please alert staff at the stop or the reviewed by a case manager in PTV’s tram driver. Customer Relations team. You can send your case for review by email [email protected], by phone on 1800 800 007 or online at ptv.vic.gov.au (tick the box marked ‘escalate my feedback’ in the feedback form). Letters can be addressed to: Customer Relations 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) Melbourne Town Hall To receive this document in large print, or visit ptv.vic.gov.au 90-130 Swanston Street, braille or audio formats, please call Alternatively, you can submit feedback via Melbourne 3000 the PTV Customer Service team on ® 1800 800 007. You can also receive our tramTRACKER app or write to us at: Bourke Street Mall it in the following languages: Yarra Trams Bourke Street Mall, – Arabic GPO Box 5231 Melbourne 3000 Melbourne VIC 3001 – Croatian Customer Relations Team – French Other contact information Public Transport Victoria – Greek Public Transport Victoria PO Box 4724 – Italian Melbourne VIC 3001 For public transport information: Phone on freecall 1800 800 007 – Japanese Phone 1800 800 007 daily from 6am to Email [email protected] – Macedonian midnight (all night Friday and Saturday). Website ptv.vic.gov.au – Maltese Travellers Aid – Mandarin National Relay Service Phone 03 9654 2600 – Polish If you’re deaf, or have a hearing or speech Monday to Friday, 9am to 5pm impairment, contact us through the National – Serbian – Spanish Relay Service. For more information, visit Public Transport Ombudsman (Victoria) relayservice.gov.au or call 9619 2727. – Turkish Phone 1800 466 865 or 03 8623 2111 PTV Hub locations TTY 1800 555 677 then ask for 1800 466 865 – Vietnamese – Southern Cross Station, Melbourne Fax 03 8623 2100 – 750 Collins Street, Docklands PO Box 538 Collins Street West – Westfield Shopping Centre, Melbourne VIC 8007 – Marketplace, Bendigo Email [email protected] Website ptovic.com.au

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