Service Delivery - 99.49% (minimum required 98%)

Punctuality - 84.94% (minimum required 77%)

From 30 November 2009 Melbourne's tram and train services have been subject to new punctuality and reliability (service delivery) measures.

Punctuality: A service is considered on time if it arrives between 59 seconds before and 4 minutes 59 seconds after the scheduled time.

Service Delivery: From 30 November 2009, the measurement of Service Delivery has changed from "percentage of planned kilometres delivered" to "percentage of planned services delivered". The Service Delivery targed has been lifted from 95% to 98%.

If our service delivery or punctuality falls below set levels, we will provide compensation to eligible customers. The performance figures are shown above.

Our performance in January 2010 exceeded the targets, so no compensation can be claimed.

Date of publication: 10 February 2010

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