Passenger Compensation Code
Effective May 2007 (updated January 2008)
At Yarra Trams, we are committed to providing a safe, reliable and modern transportation service. When we do not succeed in meeting our service delivery commitments, we will provide compensation to eligible customers.
Compensation for General Service Levels
Every tram service we provide is monitored in accordance with our Operational Performance Regime with respect to cancellations and running on time.
Compensation Notice
Each calendar month, the Director of Public Transport reviews our service performance. If a compensation trigger event occurs during that month, the Director may issue a Compensation Notice for customers. The table opposite provides details of the trigger events.
If a Compensation Notice is issued, Yarra Trams will place notices on our trams, on our website yarratrams.com.au and on the public transport industry’s Metlink website metlinkmelbourne.com.au notifying passengers of their eligibility for compensation. Customers may only seek compensation for one trigger event per month.
Compensatory Tickets
Yarra Trams will provide compensation in the form of one or two daily tickets for those customers who possess periodical tickets (such as monthly, six monthly or yearly tickets) valid on the first day of the month for which the Compensation Notice was issued. The compensatory tickets provided will be for the zone or zones specified on the ticket held on the first day of the relevant month. Full fare tickets will be issued in all instances.
| Compensation Trigger Events | Compensatory Daily
Tickets |
Service Coverage | |
If more than 5% of the distances scheduled to be covered by our trams are not covered. | 5% or more - 1 ticket |
| 8% or more - 2 tickets |
Early and Late Running | |
If more than 20% of our services run more than 1 minute early or 6 minutes late at various monitoring points. | 20% or more - 1 ticket |
| 25% or more - 2 tickets |
Planned Early and Late Running | |
If more than 5% of services are affected by planned changes to service running which, on occasion, will be necessary. | 5% or more - 1 ticket |
| 10% or more - 2 tickets |
Additional Compensation Offer
You can also claim for compensation under this Passenger Compensation Code (regardless of what type of ticket you hold) if:
- your service was delayed by more than 30 minutes and you were not advised of the delay by Yarra Trams;
- your service or group of services was subject to persistent and material disruption with no other transport options communicated to you by Yarra Trams.
Any compensatory tickets provided for these reasons will be of a value or type to enable you to undertake the same journey as your original journey. You may only claim for one of the above reasons for any one day.
Compensation Claims
Compensation claimants are required to complete a claim form (downloadable from this page). Forms are also available by calling or writing to Yarra Trams.
Yarra Trams Customer Feedback
1800 800 166
Yarra Trams Passenger Compensation
Reply Paid
GPO Box 5231
Melbourne VIC 3001
Conditions for obtaining a compensatory ticket
Claimants must attach their expired ticket or a photocopy of both sides of their valid periodical ticket for the relevant month or journey.
Claimants must provide all information reasonably requested by us to enable us to assess their claim properly.
Yarra Trams may retain any ticket submitted by a claimant.
We will assess all claims individually using all data available to us, including Automatic Vehicle Monitoring and ticket validation information.
Each case will be judged on its merits and all claims will be considered promptly and fairly.
Yarra Trams may reject any claims not made in accordance with these conditions or where we reasonably consider the claim is not valid.
Passenger Compensation Claim Form
Place completed form in an envelope and address to:
Yarra Trams Passenger Compensation
Reply Paid
GPO Box 5231
Melbourne VIC 3001
You will not require a postage stamp if you post the claim within Australia. Remember to enclose your expired monthly, six monthly or yearly ticket or a photocopy of both sides of the ticket if you are still using it.
Key Public Transport Contacts
Yarra Trams Customer Feedback and lost property 1800 800 166 (6am–10pm daily)
or visit yarratrams.com.au
Yarra Trams
GPO Box 5231
Melbourne VIC 3001
- Train, tram and bus information 131 638 (6am–10pm daily) or visit metlinkmelbourne.com.au
- Metcard Helpline 1800 652 313.
- Connex Customer Feedback
1800 800 705 (6am–10pm daily) or visit connexmelbourne.com.au - V/Line Information and Bookings
136 196 or visit vline.com.au - TTY Facility (for people with a speech or hearing impairment) 9619 2727
- St Kilda/Port Melbourne wheelchair accessible minibus bookings (Melbourne
Bus Link response bus) 1800 012 061 - Disability Services at Southern Cross Station and country stations 9670 2072
- Travellers Aid 9654 2600 (9am–5pm Monday to Friday)
Interpreter Service
Upon request to our Customer Feedback staff, this document can also be provided
in the following languages:
| Arabic | Croatian | French | Greek | Italian | Japanese | Macedonian |
| Maltese | Mandarin | Polish | Serbian | Spanish | Turkish | Vietnamese |
Interpreter service please call 131 450.
Upon request to our Customer Feedback staff on 1800 800 166, this document can also be provided in large print, braille and audio formats.