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Introduction

Metro Trains Melbourne (MTM), a majority-owned subsidiary established in 2009, took over the franchise for operations and maintenance of Melbourne’s privately-managed but publicly-owned railway system in November 2009. Under the terms of our Operations & Maintenance (O&M) Agreement with the Government of the State of Victoria, we have achieved complete vertical integration of our management system, including trains, rails, stations and station facilities such as escalators.

Melbourne is Australia’s fastest growing city, reportedly attracting more than 1,400 new residents every week. Originally opened in 1854, Melbourne’s railway network is one of the world’s oldest systems, but it is now also the busiest railway in Australia with around 2,200 services operated each weekday across 15 train lines.

Facing up to The Challenge

Together with our consortium partners, we are facing up to the challenge of transforming a traditional suburban railway into a high-frequency, high capacity metro system for a modern and growing city. In 2014, MTM accommodated a record 222.3 million customer journeys — the highest in Melbourne’s history. In future the rate of growth in patronage is expected to increase, with forecasts indicating that patronage will double within the next decade.

In recognition of consistent improvements in operational performance over the past few years, MTM received the Operator & Service Provider Excellence Award at the National Infrastructure Awards in March 2014. In light of our achievements, we are actively investigating opportunities to work together with the Government of Victoria to contribute to further improvement of the public transportation system in the State of Victoria.

Key Facts and Figures about MTM in 2014

Number of Passenger Trips (Million)

2013 2014
227222

The Metro Notify app helps passengers plan their journey with frequent updates.
The Stop Here app prompts visually impaired passengers to disembark at the correct station.

Composition of our Workforce

Age (Years)
Below 30 30–49 50 and above Total
Female 147 455 232 834
Male 348 1,745 1,594 3,687
Total 495 2,200 1,826 4,521

Total Electricity Consumption (MWh)

2013 2014
439,903437,821

Incidence of Legal Non-compliance

Charitable Contributions

Under our Station Air programme, we support local community groups to improve the environment in and around our stations by, for example, cultivating native plant species and painting attractive murals.

 

Did you know?

 

The Melbourne rail network contains 30 sites listed on the Victorian Heritage Register, a status that has statutory significance under the Heritage Act 1995, and many places of Aboriginal cultural heritage significance that are also protected. There are also many local council listed protected places or objects, including trees, vehicles, gardens and parts of buildings. All of these require care and consideration during upgrades to the rail network in order to ensure that we preserve our historic railway for future generations.

 

Management Highlights

Investment for the Future

Supported by the Government of Victoria, MTM is embarking on the largest reconfiguration of Melbourne’s railway infrastructure in recent decades. Under the current franchise, 53 new trains have been introduced to the network and more than 1,500 extra weekly services provided. In 2015, 38 new six-carriage trains will be delivered as part of MTM’s commitment to fundamentally improving the way the metro system operates for the benefit of its customers.

Safety Performance

During 2014, there were eight fatalities involving passengers on Melbourne’s metro network. Seven of the fatalities involved trespassers, with four of those fatal incidents taking place at pedestrian crossings. The remaining case involved a passenger who fell into the track while attempting to board a departing train. Compared with the safety record of our other subsidiaries, the incidence of passenger, staff and contractor injuries in Melbourne is relatively high, which reflects the greater age of the network system and its infrastructure. There has been an increase in slip, trip, and fall incidents leading to injury, particularly at Inner Melbourne stations, such as Flinders Street Station and Parliament Station. A plan is being implemented to address safety concerns at these stations.

Safety Performance for MTM

Passenger and Public - Fatality

2013 2014
18

Staff - Fatality

2013 2014
00

Contractor - Fatality

2013 2014
00

Passenger and public - No. of injuries per million passenger journeys

2013 2014
2.042.32

Staff - Lost time injuries per 100,000 man-hour

2013 2014
1.040.61

Contractor - Lost time injuries per 100,000 man-hour

2013 2014
0.160.38

Modernisation of our Stations

To address concerns about safety and accessibility, MTM is implementing a modernisation programme to retrofit stations across the metro network. We have already adopted high standards for safety and accessibility in all new stations, including wheelchair ramps for getting on and off our trains. However, we face significant challenges to adapt the network’s legacy stations to meet the demands of the modern era while still protecting and preserving their unique character.

Safety Initiatives

MTM works with a national not-for-profit organisation called Track Safe to engage with the public on railway safety, including reducing rail-related suicide and minimising level-crossing risks. As part of our suicide prevention initiative, we work with The Salvation Army, providing volunteers on our platforms to identify and support people suffering from depression.

 

Modernisation and Preservation of our Cultural Heritage

MTM was part of a consortium that undertook a major project at Footscray in the inner west of Melbourne. The project involved refurbishment and improvement of a historic station building, an important footbridge named after a prominent local Aboriginal elder, William Cooper, and the HV Mackay memorial garden, one of only two remaining industrial gardens in Australia.

To preserve as much as possible of the unique aesthetic and architectural attributes of this site, original materials from the existing building and footbridge were incorporated into the design of the new station. A pop-up museum and information boards throughout the complex also celebrate the cultural and historical importance of the area for Aboriginal and European communities.

The new Footscray railway station complex opened on 15 November 2014, with a guided heritage tour run in 19th century costume forming part of the celebrations.

 

Service Delivery

MTM’s customers are primarily concerned to see continued improvement in the quality and reliability of train services. We evaluate our performance against monthly benchmarks for service delivery — at least 98 per cent of scheduled services to depart; and at least 88 per cent of operated services should arrive on time. In any month that MTM does not achieve these benchmarks, eligible customers receive compensation.

During 2014, MTM’s performance for delivery and punctuality exceeded its benchmarks in 11 out of 12 months, with the exception of January 2014 when Melbourne was impacted by a severe heatwave. Overall, MTM’s operational performance continued to show improvement compared with 2013.

Operational Performance for MTM

2014
Passenger journeys on time91.4%
Train punctuality92.8%
Train reliability63,372 revenue car-km/incident
Train service delivery98.8%

Staff

In 2014, MTM launched a global recruitment programme inviting experienced railway professionals from around the world to consider moving to Melbourne and joining the company. During the same period, we continued to maintain a low rate of voluntary staff turnover, indicating that overall job satisfaction among our staff remains high.

MTM is exploring new ways to provide staff with more support and better training in customer service. MTM has joined the Customer Service Industry Association (CSIA) of Australia and completed a gap analysis to identify new measures to improve its performance according to CSIA’s accreditation grading system.

Total Employees

2013 2014
4,2974,521

Voluntary Staff Turnover (%)

2013 2014
4.04.1

Training Days per Employee

2013 2014
11.713.0

Social Performance for MTM

Environment

As a major consumer of electricity, which in the State of Victoria is largely generated by coal-fired power, the metro system generates sizeable greenhouse gas emissions. Under the terms of our Operations & Maintenance (O&M) Agreement, our role is to identify and propose initiatives to save energy. For example, we have reduced energy consumption by turning off escalators during non-peak hours, and we are currently investigating other energy-efficiency measures such as LED lighting retrofit on trains and self-illuminating emergency lighting.

MTM has a comprehensive environmental management system in place with strategies to mitigate significant environmental impacts, such as recycling material waste from offices and depots, introducing water tanks to collect water at stations and depots, and using recycled water to wash trains. During 2013 and 2014, MTM rolled out several new training modules for various levels of staff to raise awareness about environmental issues in day-to-day operations.

Environmental Impacts from MTM

Greenhouse Gas Emissions (Tonnes CO2e)

2013 2014
Scope 1670661
Scope 2461,437449,895

Total Water Consumption (m3)

2013 2014
123,943143,890

Responding to Climate Change

Australia is experiencing impacts from climate change. The Victorian Climate Change Adaptation Plan 2013, for example, highlights immediate risks from more days with temperatures exceeding 35°C and increased frequency and severity of bushfires. In response to these challenges, MTM has implemented new planning and procedural measures for extremely hot weather, such as strictly enforced speed restrictions for our trains.

 

Serving our Customers under Extraordinary Circumstances

In January 2014, MTM’s hot weather operations procedures were put to the test during a heatwave that saw maximum temperatures exceed 40°C for five days in a row. Despite the extraordinary strain that these conditions put on our system, service cancellations due to heat related faults were maintained below 10 per cent. Although still problematic for many customers who were affected by delays, this experience demonstrates considerable improvement from 2009 when, under the management of the previous network operator, a heatwave resulted in cancellation of up to one third of train services.