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Melbourne Transport Enterprises Pty Ltd A division of CGEA |
Welcome to CGEA
The face of public transport has changed forever.
And it is you - the customer - who will benefit from this fresh new approach to transport services.
As one of the new private operators, we would like to introduce ourselves.
We're CGEA, one of the world's largest private transport operators. We employ over 28,000 staff and more than 1 billion passengers worldwide every year.
CGEA is proud to have been selected to operate the Hillside Trains service under a 15-year contract with the Victorian Government.
The Government - through the Director of Public Transport - will monitor our performance to ensure that we are delivering these agreed customer service guarantees.
It is our intention - as Hillside Trains - to not only meet these guarantees, but to exceed all expectations. Dale Larkin Hillside Trains
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We aim to: |
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Service levels |
Hillside Trains operates almost 800 services per weekday in the Melbourne area.
It is our goal to offer the best possible service and facilities to our customers within this schedule.
To monitor our progress, customer satisfaction standards covering areas such as station cleanliness, staff conduct and other key measures will be published, along with the results of independent customer surveys assessing passenger views on issues such as:
Key aspects of our services, such as routes, stations and frequency of services, are all part of our contract with the Victorian Government.
Hillside Trains will consult with our passengers to determine needs for any timetable changes. We are required to seek the approval of the Director of Public Transport before making any major changes.
Major sporting and social events are an integral part of the fibre of Melbourne's culture. Hillside Trains will continue to play a role in these events by running extra services to support the added passenger requirements for events such as the AFL Football, Royal Melbourne Show, Melbourne Cup Carnival and the Qantas Australian Grand Prix.
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Our service compensation code |
To illustrate our commitment to delivering the best service possible, Hillside Trains will provide compensation to our passengers if we fail to achieve our target levels of punctuality or reliability.
Hillside Trains will report performance data for each monthly period. Every three months, information about the performance of train and tram operators will be published in a bulletin called Track Record. Track Record is an initiative of the Bracks Government, supported by Victoria's public transport operators. Passengers with periodical tickets of four weeks or more (valid on the first day of that period) will be able to claim a free daily ticket for the Zone specified on their ticket if monthly performance falls below the thresholds set out below:
Posters at stations will advise of any compensation eligibility.
Please note: Hillside Trains will be reviewing this compensation code over the next six months with a view to extending this offer to the broader network of daily ticket holders.
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People with special needs |
The rights of all passengers are recognised and respected. Our duty is to comply with State and Federal Government standards on access for people with disabilities.
An Action Plan is being developed for publication by mid 2000, which will set out a range of accessibility improvements to stations, vehicles and passenger information. A copy of this plan will be available on request at any of our Premium Stations, on our website or by contacting us at the number outlined at the end of this document.
Already, new lifts are being installed at Flinders Street Station to improve access from the concourse to platforms. Other improvements will include the installation of tactile hazard tiles and disabled toilets.
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A safe and comfortable environment |
Hillside Trains is committed to creating a comfortable travelling experience for our customers. All of our stations have benefited from a $50 million upgrade program, with $27 worth of improvements to passenger access and facilities at Flinders Street Station.
Hillside Trains operates 90 stations in total across Melbourne's eastern and northern suburbs. We maintain 27 Premium Stations acress the network, which are staffed from first to last train every day. Four new Premium Stations are planned by June 2001.
Whilst we cannot maintain staffing at all stations in the network, the safety of our customers is of utmost importance to us. All stations are well-lit with closed circuit television (CCTV) monitoring, telephones and 'red button' customer help points. Wider CCTV monitoring on our trains will be progressively introduced commencing in September of this year. Public telephones will be introduced into all of our trains commencing September as well.
In addition, at 20 non-premium stations, new 'real time' passenger information displays will be installed to provide up-to-the-minute arrival and departure details.
Keeping our stations and platforms in presentable condition is a priority for us. Any graffiti will be removed within 24 hours of being reported.
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Fares |
Fees are subject to Government control, and in fact, under this new system, price controls will be in effect, more stringent than previously.
Metcard, the popular multi-modal transport ticket, will continue to be available allowing passengers to use the ticket on Melbourne's trains, trams and buses.
Pensioners, senior citizens, students, people with special needs and those in need will continue to be provided with their existing fare concessions. These are fully explained in the 'Guide to Travel Concessions' brochure available from Premium Stations or by contacting us at the number listed at the end of this document.
Guide dogs, wheelchairs, prams and pushers, shopping jeeps and golf buggies are carried free at all times.
Concession fares apply to bicycles carried in weekday peak hours (7am-9.30am and from 4pm-6pm), surfboards (at any time) and pets (which may only be carried in the last carriage and only between 9.30am and 4pm or after 6pm).
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Information |
VicTrip, the public transport information service, provides a comprehensive enquiry timetable, trip planning and booking service for all trains, trams and buses using a single local rate telephone number. Timetables are available by calling VicTrip on 131 638.
Up-to-date timetables are also available at all stations, with 'green buttons' on all station platforms providing scheduled arrival times for the next three trains. Timetable booklets are available from staffed stations or the Met Shop at 103 Elizabeth Street, Melbourne. Specific station timetables are available from staffed stations.
Timetable information for all of Melbourne's trains, trams and buses is also available on the internet. Visit VicTrip's web site at www.victrip.com.au or for Hillside Trains timetables, check out www.hillsidetrains.com.au
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Refunds |
Refund Application Forms are available from all staffed stations. For assistance with lost periodical tickets, contact the Metcard Help Line on 1800 652 313.
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Customer feedback |
As a major passenger transport operator, customer feedback is important to assist us in delivering the best possible service. You can contact us with any matters you may have in the following ways:
We will respond promptly to all feedback received. We will endeavour to make personal contact within a day of receipt of your call or letter, and our aim is to resolve all matters within one week.
If, following our response, you feel it necessary to take the matter further, you can contact the Director of Public Transport. The address is:
Mr John Taylor
Director of Public Transport
PO Box 2797Y
Melbourne3001
johntaylor@doi.vic.gov.au
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Relevant contact details |
VicTrip 131 638 or www.victrip.com.au
Metcard Helpline 1800 652 313
Bayside Trains 1800 800 120 or www.baysidetrains.com.au