Metro Trains Melbourne

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Metro Trains Melbourne
Company typeSubsidiary
IndustryPublic transport
FoundedJune 2009
HeadquartersMelbourne, Australia
Area served
Melbourne, Australia
Key people
Andrew Lezala (CEO)
ProductsTransport services
OwnerMTR Corporation (60%),
John Holland Group (20%),
United Group Rail (20%)
Websitewww.metrotrains.com.au

Metro Trains Melbourne is the current franchise operator of the suburban railway network of Melbourne, Australia. Metro Trains Melbourne is a joint venture led by Hong Kong based MTR Corporation (60%) together with John Holland Group (20%) and United Group Rail (20%).[1]

Metro Trains Melbourne operates a fleet of 381 three-car train sets on 830 kilometres of track. There are sixteen regular service train lines and one special events train line. The train fleet travels over 30 million kilometres and provides more than 228 million customer boardings each year, over 14,000 services each week and carries over 680,000 passengers each weekday. Metro Trains Melbourne is also responsible for 215 train stations and employs a workforce of 3,500 rail professionals including train drivers, mechanical and electrical engineers, network operations specialists and customer service representatives.[2][3]

History

Metro Trains Melbourne was selected as the new operator by the State Government of Victoria through its relevant agency, the Director of Public Transport, in June 2009 and replaced the previous operator Connex Melbourne on 30 November 2009.[4] It has an eight-year contract with the option of being extended for a further seven years.[5]

Operations

Fleet

See also: Comeng, Hitachi, Siemens, X'Trapolis, and Sprinter
Metro Trains Melbourne
Melbourne railway network
Overview
HeadquartersMelbourne
LocaleMelbourne,Victoria, Australia
Dates of operation2009–
PredecessorConnex Melbourne
Technical
Track gauge63

The Metro Trains Melbourne fleet consists of:

The majority of rolling stock is owned by the Victorian Government business enterprise VicTrack.[6] However, Metro Trains Melbourne is ultimately responsible for maintaining the train fleet.

As part of the 2008 Victorian Transport Plan, 38 new 6-car X'Trapolis EMUs have been ordered, with the first of 19 trains that are being built by Alstom in Italy arriving at the Newport Workshops on Monday, 24 August 2009 at approximately 10:00pm.[7] The trains will be assembled at United Group's Ballarat plant, under a state government requirement for a minimum of 40% local content.[8] The new trains will only be used in revenue service on lines already cleared for their operation, with displaced trains on these lines being cascaded to those that miss out.[9] The first two sets (1M-1301T-2M and 3M-1302T-4M) have been delivered and are currently being introduced into mainstream service. The new X'Trapolis fleet have a different seating layout to the original X'Trapolis trains (2-2 instead of 3-2). Concerns from the Union regarding minor technical issues have delayed the entry to service for the trains from late 2009 to early 2010. The Siemens fleet already have a 2-2 seating layout, and as part of the franchise agreement, Metro Trains Melbourne are required to alter the seating layout of the Comeng and original X'Trapolis fleet to 2-2 seating. As part of the plan, the Victorian Government will also be purchasing next generation trains, with 30 per cent more room.[10]

Lines and stations

Main article: List of Melbourne railway stations

Metro Trains Melbourne operates 16 train lines (Alamein, Belgrave, Craigieburn, Cranbourne, South Morang, Frankston, Glen Waverley, Hurstbridge, Lilydale, Pakenham, Sandringham, Stony Point, Sydenham, Upfield, Werribee and Williamstown) and 1 special events train line (Flemington Racecourse) as well as the Melbourne City Loop. They are responsible for the day-to-day operations of 212 stations. Metropolitan train stations include: terminus stations, premium stations manned by staff the entire day who provide extra assistance and information to commuters, and host stations manned only during peak hours from 7am to 9.30am.[2]

Ticketing

Main articles: Metcard and myki
Metro Trains Melbourne's livery on a X'Trapolis train
Metro Trains Melbourne's livery on a Siemens train

Metro Trains Melbourne currently utilises the Metcard and myki ticketing systems. Metcard and myki are both a time and zone based ticketing system, with validity periods ranging from two-hours to yearly, and two zones covering the Melbourne metropolitan area.

The Metcard ticketing system is being phased-out and is expected to be fully decommissioned in late 2012, leaving myki as the only ticketing system for metropolitan Melbourne.[11][12]

Fare enforcement

Like the other modes of public transport in Victoria, Metro Trains Melbourne employs Authorised Officers (commonly known as "ticket inspectors") who exercise powers under the Transport (Compliance and Miscellaneous) Act 1983.[6] The main responsibilities of Authorised Officers are to report ticketing and behavioural offences to the Victorian Department of Transport, provide customer information and help during special events.

Authorised Officers are authorised by the Director of Public Transport to exercise powers similar to those of police, allowing them to check tickets and verify concession entitlements. In some circumstances, Authorised Officers may also perform arrests when aboard other vehicles operating under PTV or when on Department of Transport-owned premises, such as railway stations or train tracks.[13][14]

Authorised Officers are required to adhere to the Code of Conduct for Public Transport Authorised Officers.[15] and violations of this code are prosecuted. The Code of Conduct states that an Authorised Officer may use discretion when reporting an alleged offender, and must supply their name and work address when asked.[16] If an Authorised Officer believes that a passenger has committed an offence, they have the right to request the offender's name and address after having explained the nature of the alleged offence to the offender. The Authorised Officer also have the right to request proof of the given information. If the offender refuses to provide identification or provides false information, Authorised Officers will the contact Victoria Police. Authorised Officers also have the right to detain the offender until the police or further assistance arrives.[17]

Authorised Officers are required to submit a Report of non-compliance with the details, specific nature and circumstances of the offence to the Department of Transport, who then processes the reports and decide upon any penalties. Any fines levied are payable to the Department, not to Metro Trains Melbourne. Metro Trains Melbourne receives a small administration fee to cover the costs associated with employing Authorised Officers.[17]

Transition

Metro Trains Melbourne entered into a franchise contract with the relevant Government agency responsible for public transport in Melbourne, namely the Director of Public Transport. Metro Trains Melbourne took over the rail network from French-owned Connex Trains on 30 November 2009 at 3:01am.[18] Some sections of the media criticised it during its first few days of operation, for train cancellations, including a power failure on the Glen Waverley line (due to a damaged pantograph - the mechanical linkage between the train and overhead power lines), and vandalism.[19]

Punctuality

Metro failed to meet Government set targets for punctuality in all of its first 9 months in operation, with almost 1 in 4 trains being late.[20]

Throughout 2011, Metro's performance has continued to improve. In November 2011, Metro announced that they had exceeded performance benchmarks for the fifth consecutive month - the first time this had been achieved since December 2008.[21] Metro exceeded performance benchmarks in November for the sixth consecutive month.[22]

As a strategy for improving train punctuality, Metro is trialling the re-introduction of platform attendants at some stations. As a train is ready to depart, the platform attendant will blow a whistle and raise a white, illuminated dispatch paddle as an indication to late passengers not to board the train.[23]

Month Delivery Punctuality
December 2009 98.9% 87.2%[24]
January 2010 98.3% 86.9%[25]
February 2010 98.8% 83.4%[26]
March 2010 98.6% 80.5%[27]
April 2010 99.4% 84.5%[28]
May 2010 99.0% 82.7%[29]
June 2010 98.7% 82.9%[30]
July 2010 98.6% 85.9%[31]
August 2010 99.1% 87.9%[32]
September 2010 99.2% 88.8%[33]
October 2010 98.7% 87.8%[34]
November 2010 98.9% 87.2%[35]
December 2010 98.9% 88.3%[36]
January 2011 98.9% 89.5%[37]
February 2011 97.8% 85.2%[38]
March 2011 98.9% 83.3%[39]
April 2011 98.3% 76.2%[40]
May 2011 98.8% 82.2%[41]
June 2011 98.7% 88.2%[42]
July 2011 98.7% 91.9%[43]
August 2011 99.0% 90.1%[44]
September 2011 98.6% 89.0%[45]
October 2011 98.86% 89.8%[21]
November 2011 98.0% 88.8%[22]
December 2011 98.36% 89.8%[46]
January 2012 98.06% 90.13%[47]
February 2012 98.5% 87.4%[48]
March 2012 98.5% 87.7%[49]
April 2012 98.6% 92.2%[50]
May 2012 98.6% 90.7%[51]
Target 98.0% 88.0%

27 July 2010 problems

File:MTM service 27 Jul.jpg
The Live Service Updates from Metro for the morning of 27 July, showing disruptions on most lines

On 27 July 2010, Metro Trains Melbourne experienced widespread cancellations and delays on most lines across Melbourne, impacting over 400,000 passengers. The disruptions were caused by an electrical fault between Southern Cross and Flinders Street stations. Because most trains run through these stations, the number of trains able to be moved through was severely limited.[52] Problems with the real-time information systems at stations across Melbourne caused further difficulties for commuters. Most services resumed to normal at approximately 12:10pm.[53][54][55] To compensate commuters for the major network disruptions, 30 July 2010 was made a free transport day on all metropolitan trams, trains and buses.[53][55] This was expected to cost upwards of $1 million, a cost which was shared between the state government and Metro.

Legislation and governance

Transport Integration Act

Main article: Transport Integration Act

The prime transport-related statute in Victoria is the Transport Integration Act. The Act establishes the Department of Transport as the integration agency for Victoria's transport system. The Act also establishes and sets the charters of the State agencies charged with providing public transport rail services and managing network access for freight services, namely the Director of Public Transport and V/Line. The Act authorises the Director of Public Transport[56] to enter into contracts for the provision of transport services and this provision is the source of the power for the contract between Metro and the Director. In addition, the Transport Integration Act establishes VicTrack which owns the public rail network and associated infrastructure. VicTrack leases public transport land and infrastructure to the Director of Public Transport who leases it to transport operators such as Metro as well as entering into franchise agreements with the operators for them to run public transport services on behalf of the State.

Rail Safety Act

Main article: Rail Safety Act

The safety of rail transport operations in Melbourne is regulated by the Rail Safety Act 2006 which applies to all commercial passenger operations.[57] The Act establishes a framework containing safety duties for all rail industry participants and requires operators who manage infrastructure and rolling stock to obtain accreditation prior to commencing operations. Accredited operators are also required to have a safety management system to guide their operations. Sanctions applying to the safety scheme established under the Rail Safety Act are contained in the Transport (Compliance and Miscellaneous) Act 1983.[58] The safety regulator for the rail system in Melbourne including trams is the Director, Transport Safety (trading as Transport Safety Victoria) whose office is established under the Transport Integration Act 2010. No blame investigations for rail matters are undertaken by the Chief Investigator, Transport Safety.

Ticketing and conduct

See also: Transport (Compliance and Miscellaneous) Act 1983

Ticketing requirements for trains, trams and buses in Melbourne are mainly contained in the Transport (Ticketing) Regulations 2006[59] and the Victorian Fares and Ticketing Manual.[60] Rules about safe and fair conduct on trains, trams and buses in Melbourne are generally contained in the Transport (Compliance and Miscellaneous) Act 1983[61] and the Transport (Conduct) Regulations 2005.[62]

Criticism and controversy

May 2011 Timetable Changes

Metro Trains updated the running schedules in May 2011 in order to alleviate late running (and thus penalties).[63] In reality, in many cases services were simply given a few more minutes per trip in order to offset any late running. In some instances, some trains are required to wait at stations mid-journey in order to return to schedule. Many passengers criticised this move, with some saying that effort should be placed on upgrading infrastructure to allow more efficient operation rather than padding timetables to suit the operator.

Since implementing this timetable Metro Trains have reached punctuality targets each month, and have not been required to compensate eligible passengers. The only exception to this has been May 2011, the first month of operation.

Rating

In June 2011, 2500 Melbourne commuters were able to vote whether they though Metro was a good system. The vote consisted of: reliability and performance, comfort of trains, safety, timetables and scheduling, and signage and announcements. The vote took place in all of Australia. Melbourne came last out of all the states; Perth coming first, Queensland Rail and Adeliade Metro coming equal second, City Rail third and Metro Melbourne last. Overcrowding was a particular concern.[citation needed]

Twitter

In January 2012 Metro Trains ceased using their official Twitter feed to advise of train service cancellations and disruptions, instead choosing to provide only major disruptions,[64] planned alterations to services and other announcements. Users seeking up-to-date service information were directed to use the Metro Trains website instead. This move provoked outrage from customers, many of whom considered the Twitter feed to be a more accessible source of information and see the current tweets to be nothing other than carefully-worded spin.

A number of unofficial Twitter accounts have since been established providing delay and cancellation information either on a line-by-line basis or for the entire network. This information is obtained directly from Metro Trains via web scraping.

Skip stations & early service terminations

In April 2012,[65] Metro Trains has acknolwedged the practice of altering stopping condition of selected late running trains (for example, stopping all station to express) in an attempt to make up lost time (thus meeting the Operational Performance Regime [66] set by the State Government of Victoria). It has also been reported that selected services have terminated (turnaround) ahead of timetabled destination, forcing passengers to change in mid-journey. Metro Trains make these changes throughout the day, including peak hours. It claim such is for the greater good, however such can be very inconvenient to outer suburban passengers, who are forced to wait up to an hour between services.[67] These come after Metro Trains failed to meet punctuality target in February 2012 and March 2012. It has been reported that the incidence of altered services has become more frequent since the introduction of the network wide new timetables on 22 April. Reportedly, at least 129 drivers' incident reports from mid-April to May record services that have been altered in the form of changing a stopping-all-stations to express or terminating a service early.[68]

In June 2012, Metro was fined $2.7 million for January to March 2012 quarter for service performance, including skipping stations, running shorter services and bypass City Loop stations. "... but too often it had resorted to running short services or bypassing the city loop to keep to the timetable." as stated by Public Transport Victoria Chief Executive Ian Dobbs.[69]

Safety checks

In May 2012, Rail, Tram and Bus Union (Locomotive Division) accused Metro Trains taking short cut in safety procedures, including not checking on-board CCTV and intercoms, and allow trains with cracked inner glass to take passengers.[70] Metro Trains claim safety equipments are regularly checked during routine maintenance.

Live service update not showing cancelled trains

On 16 July 2012, Metro Trains launched a revamped website which includes a so-called healthboard that includes live information about train delays and disruptions, both planned and unplanned. However, information on cancelled services have been removed. Metro Trains stated that such information still available via SMS alerts, however the number of people who subscribe to them has plunged 60% in just six months (13,000 subscribers in mid-2012 when compared to 32,000 at beginning of 2012) due to growing preference for people to use smartphones.[71]

See also

References

  1. ^ "Damaged train equipment found to be the cause of Glen Waverley disruption". Metro Trains Melbourne. 2 December 2009. Retrieved 2 December 2009.[dead link]
  2. ^ a b c "Facts & figures". Department of Transport. 20 September 2011. Retrieved 16 November 2011.
  3. ^ "Metro Trains Melbourne: About Us". Metro Trains Melbourne. Retrieved 14 January 2010.
  4. ^ Cooper, Mex (25 June 2009). "New train, tram operators for Melbourne". The Age. Retrieved 14 January 2010.
  5. ^ Gardiner, Ashley (1 September 2009). "Melbourne's train system name changes from Connex to Metro". Herald Sun. Retrieved 14 January 2010.
  6. ^ a b "Department of Transport: Who's who in Victoria's public transport network". Department of Transport, State Government of Victoria, Australia. Retrieved 14 January 2010.
  7. ^ Gardiner, Ashley (25 August 2009). "First of new trains arrives in Melbourne". Herald Sun. Retrieved 14 January 2010.
  8. ^ VICSIG: Suburban Trains - X'Trapolis, accessed: 2009-08-12
  9. ^ "Limited run for new Melbourne trains". ABC. 28 July 2009. Retrieved 14 January 2010.
  10. ^ "The Victorian Transport Plan: New Trains and Trams". Retrieved 14 January 2010.
  11. ^ "Fixing myki to get Victoria's transport ticketing system back on track". Office of the Premier of Victoria. 21 June 2011. Retrieved 26 December 2011.
  12. ^ "Metropolitan fares and tickets - Metlink - Your guide to public transport in Melbourne and Victoria". Metlink Melbourne. 20 December 2011. Retrieved 26 December 2011.
  13. ^ Department of Infrastructure: Authorised Officers
  14. ^ "Authorised Officers - Metlink - Your guide to public transport in Melbourne and Victoria". Metlink Melbourne. 10 November 2011. Retrieved 26 December 2011.
  15. ^ "Authorised Officers". Department of Transport. 16 August 2011. Retrieved 26 December 2011.
  16. ^ Department of Infrastructure: Code of Conduct for Authorised Officers
  17. ^ a b Metlink Melbourne: FAQs
  18. ^ "Melbourne train operators Metro cancel more than dozen services". AAP. 30 November 2009. Retrieved 1 December 2009.
  19. ^ Hunter, Thomas (1 December 2009). "Melbourne's new rail operator Metro hit by major delays". The Age. Retrieved 1 December 2009.
  20. ^ Lucas, Clay (31 May 2010). "Metro extends unbroken monthly record". The Age. Melbourne. Retrieved 1 June 2010.
  21. ^ a b "Performance on target, customer satisfaction up - Metro Trains Melbourne". metrotrains.com.au. 10 November 2011. Retrieved 16 November 2011.
  22. ^ a b "Performance on track - Metro Trains Melbourne". metrotrains.com.au. 9 December 2011. Retrieved 11 December 2011.
  23. ^ "Herald Sun". News Ltd. Retrieved 27 June 2010.
  24. ^ http://www.metrotrains.com.au/About-us/News/Metro-releases-December-performance-results.html [dead link]
  25. ^ http://www.metrotrains.com.au/About-us/News/Metro-releases-January-performance-results.html [dead link]
  26. ^ "February train performance results and Siemens update - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 22 November 2010.
  27. ^ "March train cancellations remain low, punctuality still to improve - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 22 November 2010.
  28. ^ "April best delivery result yet, punctuality improving - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 22 November 2010.
  29. ^ "Metro achieves delivery, misses punctuality in May - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 22 November 2010.
  30. ^ "June cancellations remain low, punctuality improving - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 1 March 2011.
  31. ^ "Metro reliability best in six months - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 1 March 2011.
  32. ^ "Metro produces best reliability result yet - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 1 March 2011.
  33. ^ "Metro meets September targets, achieves best punctuality yet - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 1 March 2011.
  34. ^ "Metro meets service delivery target, just misses punctuality - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 1 March 2011.
  35. ^ "Metro meets service delivery target, misses punctuality - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 1 March 2011.
  36. ^ "Metro meets punctuality, service delivery targets for December - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 1 March 2011.
  37. ^ "Metro exceeds performance targets in January - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 1 March 2011.
  38. ^ "Targets missed in February - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 28 March 2011.
  39. ^ "Metro misses punctuality, exceeds service delivery in March - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 4 May 2011.
  40. ^ "New Metro timetable starts Sunday, monthly performance results confirmed - Metro Trains Melbourne". Metrotrains.com.au. Retrieved 4 May 2011.
  41. ^ "May Performance Results Confirmed". Metrotrains.com.au. Retrieved 8 June 2011.
  42. ^ "June 2011 performance figures exceed targets". Metrotrains.com.au. Retrieved 7 July 2011.
  43. ^ "Metro achieves best punctuality result in five years". Metrotrains.com.au. Retrieved 12 September 2011.
  44. ^ "Metro exceeds targets for third month in a row - Metro Trains Melbourne". metrotrains.com.au. 12 September 2011. Retrieved 16 November 2011.
  45. ^ "Metro performance targets exceeded again for September". Metrotrains.com.au. Retrieved 8 October 2011.
  46. ^ "Metro performance on target". Metrotrains.com.au. Retrieved 18 January 2012.
  47. ^ "A solid start to 2012". Metrotrains.com.au. Retrieved 29 March 2012.
  48. ^ "Metro falls short of February target". Metrotrains.com.au. Retrieved 29 March 2012.
  49. ^ "Track Record monthly performance bulletin - Trains - metropolitan". corp.ptv.vic.gov.au. Retrieved 7 May 2012.
  50. ^ "Metro Delivers Performance Milestone". Metrotrains.com.au. Retrieved 14 June 2012.
  51. ^ "Punctuality Again Exceeds 90%". Metrotrains.com.au. Retrieved 14 June 2012.
  52. ^ "Tuesday 27 July - Major delays and disruptions".
  53. ^ a b Levy, Lucas, Megan, Clay (27 July 2010). "Frustrated commuters to travel 'free' after Metro rail meltdown". The Age. Melbourne. Retrieved 27 July 2010.{{cite news}}: CS1 maint: multiple names: authors list (link)
  54. ^ Levy, Megan; Lucas, Clay (27 July 2010). "Frustrated commuters to travel 'free' after Metro rail meltdown". The Age. Melbourne.
  55. ^ a b McMahon, Stephen (27 July 2010). "Martin Pakula announces day of free travel after Metro train mayhem across Melbourne". Herald Sun. Retrieved 27 July 2010.
  56. ^ Transport Integration Act, section 68(1)(b).
  57. ^ Official copy of the Rail Safety Act from the Victorian Government legislation web site - http://www.legislation.vic.gov.au/Domino/Web_Notes/LDMS/LTObject_Store/LTObjSt3.nsf/DDE300B846EED9C7CA257616000A3571/6D4190C62DE6207FCA257761002C568A/$FILE/06-9a016.pdf
  58. ^ See Part 7 of the Act. Official copy of the Transport (Compliance and Miscellaneous) Act 1983 from the official Victorian Government legislation site - http://www.legislation.vic.gov.au/Domino/Web_Notes/LDMS/LTObject_Store/LTObjSt5.nsf/DDE300B846EED9C7CA257616000A3571/7BB774D3E0245B77CA2577CE00030B90/$FILE/83-9921a153.pdf
  59. ^ Transport (Ticketing) Regulations 2006
  60. ^ Victorian Fares and Ticketing Manual - Metlink - Your guide to public transport in Melbourne and Victoria
  61. ^ Victorian Law Today Act
  62. ^ Victorian Law Today Statutory Rule
  63. ^ "New Metro Trains timetable starts Sunday". Metro Trains. 11 May 2011. Retrieved 22 January 2012.
  64. ^ "Travellers train anger on tweets". The Age. 5 January 2012. Retrieved 22 January 2012.
  65. ^ "Train drivers ordered to skip stations". Herald Sun. 19 April 2012. Retrieved 16 May 2012.
  66. ^ "Performance monitoring". Public Transport Victoria. 22 April 2012. Retrieved 17 May 2012.
  67. ^ "Blind woman fights for right to know as trains come and go amid confusion". The Age. 5 April 2012. Retrieved 17 May 2012.
  68. ^ "Trains skip stations to evade fines". The Age. 25 May 2012. Retrieved 25 May 2012.
  69. ^ "Skipping stations adds to Metro's record fine". The Age. 19 June 2012. Retrieved 19 June 2012.
  70. ^ "Union claims Metro taking shortcuts on safety". Herald Sun. 12 May 2012. Retrieved 16 May 2012.
  71. ^ "Metro's website drops cancelled train updates". The Age. 18 July 2012. Retrieved 18 July 2012.

External links


Preceded by Railways in Melbourne
2009- 		Succeeded by
Incumbent
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