Customer Charter

On-time trains

We will provide you with a reliable and consistent service, regardless of where you live or where you are travelling to.

We are focused on improving the consistency of our performance, including those lines experiencing high levels of patronage and throughout the busiest times of the day.

Our goals 2009-11

To run more than 92% of our trains on time on all lines, even at our busiest times, with less than 0.5% cancelled.
To stop at all scheduled stops at least 99.5% of the time. We will only miss stops to avoid serious delay to customers on the network or because it is not safe to stop.
To improve customer satisfaction with service punctuality each year.

Our commitments for 2011

By October, make it easier and faster for customers to move on and off the train at busy CBD stations by introducing more countdown clocks and improved customer information and announcements.
By October, install new weather-protective canopies at five stations, enabling customers to spread out along the platform under all weather conditions to help keep our trains on time.