'Moving safe haven'

KDR intends to promote the delivery of a 'Moving Safe Haven' for Melbourne's Tram Network. The objective of this vision is to provide the highest safety and security for all customers, employees, contractors and the public, encompassing not only trams but also all stops and depots.

Customers will have confidence in the fact that they will be safe and comfortable during their journey. When anyone thinks ‘Tram' they will envisage a protected zone - a safe haven. For our customers, this means that they believe they will have a safe and secure journey, for pedestrians and other road users it means efficient and co operative use of the roads, and for our employees and contractors it is the knowledge and trust that we are committed to ensuring that they will arrive home in the same manner as they had left for work that morning. Overall the delivery of a 'Moving Safe Haven' is about continuous and complex interactions with tram operations without incident.

Supporting our 'Moving Safe Haven' is our our 'Find Your Way' program as the sum of all the parts of our customers' journey experience.

We want our customers to know where they are going, how they are going to get there, how long it will take and what forms of transport they will use to arrive at their destination. We want them to feel confident that when using the network, especially in areas with which they are unfamiliar, they will be able to go to the nearest stop, purchase a ticket and know when the next tram is due. We plan to work with DOT, Metlink and other transport operators to achieve a multi-modal approach to Yarra Trams operations.

KDR understands that safety, reliability, punctuality and outstanding customer service are what our passengers are looking for. KDR will introduce a program of proactive maintenance to identify and tackle potential areas of concern before they affect tram operations. This will improve tram availability and service delivery, and allow for new services on the network. 

We are committed to a culture of continuous safety improvement as a desired state in which all hazards are identified, risk assessed, controlled and, where practicable, eliminated so that injuries and harm to our people, the environment and the communities in which we operate (including but not limited to contractors, customers, travelling public and neighbours), are minimised.

KDR has planned a tailored approach to employee training through our Customer Service and Safety Training Academy. We intend that the academy will deliver customised training courses addressing all issues relating to customer service and safety. The focus of the Academy will be to encourage employees to ‘Think Like a Passenger' and to promote a "Moving Safe Haven'‘ ensuring friendly and committed interaction with passengers. The curriculum will be, in part, built on the provision of quality operational service information and analysis of feedback. We will focus on Authorised Officers increasing their visible presence on trams and at tram stops and they will be in a position to record customer feedback and concerns.