Requested Information:

“We request the following information:
• Funding – for the past three fiscal years
o A detailed breakdown of all government subsidies or funding Metlink has received in the last three (fiscal) years, including the source (local, regional, national government) and the specific purposes for which these funds were allocated.
o Information on performance targets or specific project deliverables attached to the above funding.
o A report on how these funds were spent, categorised by major spending areas such as infrastructure upgrades, service expansions, fare subsidies, or operational costs.
o Details on any unspent funds and future plans for these funds.
• Punctuality data – for the past three fiscal years
o An explanation of how Metlink records its punctuality data.
o Monthly punctuality data for all bus and train services over the past three fiscal years including the percentage of services that ran on time, were early, or were late (if possible, categorised by 0-5 minutes late, 5-10 minutes late, and more than 10 minutes late).
o Information on any internal performance targets set by Metlink for punctuality and whether these targets were met consistently.

o Data on service cancellations, including the number of cancellations, reasons (e.g., mechanical issues, staffing shortages, weather conditions), and the most affected routes.
o Data on service delays including the number of delays, reasons (e.g., mechanical issues, staffing shortages, weather conditions), and the most affected routes.
o Details on any measures taken to improve punctuality, such as changes to schedules, infrastructure improvements, or operational changes.
o Customer satisfaction survey results related to service reliability and punctuality, if available.
• Complaints
o The total number of public complaints received by Metlink over the past year, broken down by category (delays, service quality, driver behaviour, cleanliness, accessibility).
o The average response time for addressing complaints, and the percentage of complaints resolved within a specific time frame (e.g., within 24 hours, 7 days, 30 days).
o A summary of the most common issues raised in complaints and any systemic issues identified.
o Information on any follow-up actions taken by Metlink in response to these complaints, including changes to policies, staff training, or service adjustments.
o Data on repeat complaints or unresolved complaints and the steps taken to address these persistent issues.”