Performance
as part of V/Line – Customer service
charter brochure
To help ensure that we provide our
customers with the best possible service, we monitor, analyse and report
publicly on the performance of our rail services every month.
Performance is measured in two ways –
reliability and punctuality.
Reliability is the percentage of
scheduled services that actually run. Our reliability target is 96 per
cent.
Punctuality of commuter (short distance)
services is measured by the percentage of trains that arrive no more than 59
seconds before, and no more than 5 minutes 59 seconds after, the scheduled
time. Punctuality of outer regional (long distance) services is measured by the
percentage of trains that arrive no more than 10 minutes 59 seconds after the scheduled time. Our punctuality
target is 92 per cent.
We keep you informed about how we are
performing against these targets each month by placing posters at our stations
and on the V/Line website within 10 working days of the start of each month.
V/Line’s train
performance information for each month and each quarter is published by the
Director of Public Transport in the "Track Record” section of the Department of Infrastructure’s website (new window).