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Yarra Trams Passenger Service Charter from January 2020

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Yarra Trams Passenger Service Charter from January 2020 Yarra Trams Passenger Service Charter From January 2020 18940 YTM_01/20. 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 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 E Market Melbourne Museum tickets call the The District L & IMAX Cinema t I S Z on R A s l DS D W LAN o DOCK B h ic I ET N L Stop 8 L H I PTV Customer A Melbourne Q S Flagstaff U M Royal Exhibition Gardens EE T Central Station Building S N ST 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 X D U 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 Library at the Dock Marvel Stadium 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 W K 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 myki B Spring Street I S T L E T ST E M ST T I L ST R ST T O O H ST & Collins Street N ST N S myki is your ticket to travel on trains, trams and T Immigration Treasury Museum Gardens Fitzroy Gardens buses in Melbourne and many parts of regional WURUNDJERI WAY FLINDERS ST FLINDERS ST Stop 8 Victoria.
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