From July 2024 to July 2025, Metro Trains Sydney (MTS) delivered a total of 135,331 services on Sydney’s M1 Metro Northwest and City Line, covering more than 6.4 million kilometres.
This represented a 29.2 per cent increase in the number of services delivered compared to the previous financial year – and a 72.9 per cent increase in kilometres travelled.
Not only that, but there was a 179.6 per cent increase in patronage, with more than 61.5 million customer journeys clocked.
MTS, a joint venture between MTR Corporation, John Holland Group and UGL, attributed the increases to the extension of the network from Chatswood to Sydenham – starting with the first passenger service on the Sydney Metro City Line on August 19, 2024.
“This was a momentous milestone achieved through the hard work, collaboration and dedication of many stakeholders working towards a common goal,” MTS wrote in its 2024–25 financial year Operations and Maintenance (O&M) Annual Operations Performance Report for the M1 Metro Northwest and City Line.
“July 2025 concluded with excellent operational performance, minimal material incidents and incredible customer feedback.”
Despite the rise in service delivery, patronage and kilometres travelled, MTS said almost all relevant service quality indicators maintained strong performance throughout the year.
Cleanliness and graffiti
MTS is given a service quality score for train, station, public area and rail corridor cleanliness each quarter, based on its ability to quickly identify and remove graffiti and replace damaged items and etched surfaces.
In every quarter of the 2024–25 financial year, it exceeded its target score of 95 per cent for both trains and stations. For public areas and the rail corridor, it also far surpassed its target of 90 per cent.
Graffiti and vandalism incidents increased overall across the Sydney Metro Northwest network, but the rate of incidents per one million customer journeys dropped.
“This indicates improved resilience relative to growing patronage,” the report stated.
“The O&M contractor continues to work closely with Sydney Metro and local law enforcement agencies to reduce the number of instances.”
Asset management
A major focus for MTS in the 2024–25 financial year was its Asset Management Improvement Program (AMIP), which included the completion of nine initiatives aimed at enhancing system capabilities, reporting and organisational processes.
The Asset RAM (Reliability, Availability, and Maintainability) Initiative involved the development of a structured framework and reporting for monitoring reliability, availability, and maintainability, supported by approved metrics and regular discipline-specific reliability meetings.
Stakeholder and community engagement
MTS’ stakeholder and community engagement efforts during the year focused on inclusive outreach and relationship building.
Some of its successful initiatives included guided tours for seniors during the New South Wales Seniors Festival, which MTS said received “highly positive feedback and boosted confidence in using the network”.
More than 40 seniors attended the tours and learned about stations’ accessibility features, including escalator, lift and Help Point safety and automated service features.
MTS also organised commemorative activities for Anzac Day, with the recitation of the Ode of Remembrance on Metro trains and platforms, MTS frontline staff wearing a rosemary sprig and the distribution of Anzac biscuits to customers attending the march in Sydney CBD.
The successful delivery of hallmark events across the city – particularly New Year’s Eve, the Sydney Marathon, Vivid Sydney festival, and Australia Day – significantly contributed to the advancement of integrated transport strategies, involving collaboration with key stakeholders such as the Transport Management Centre (TMC), City of Sydney, and emergency services. This work has enhanced the overall customer experience.
A total of 65 site visits were hosted at the Sydney Metro Trains facility and other sites across the network, giving stakeholder groups more insight into metro operations.
Environment
MTS demonstrated strong environmental performance throughout the year, meeting key targets under its Environmental Protection Licence. Noise and vibration levels, pollution control measures, water discharge, and air quality all remained within approved limits.
While waste management did not meet the 80 per cent landfill diversion target for most of the year, the introduction of a new waste contractor improved outcomes. Within three weeks, the diversion rate rose from 74 per cent and met the target, with additional hand-sorting at stations helping to close the gap.
Environmental monitoring was thorough, with 312 inspections carried out and no issues identified. One external audit is still underway.
The 2022–23 National Greenhouse and Energy Reporting (NGER) submission was delivered on time, and emissions and energy use remained in line with previous years, indicating operational stability. MTS also reported an energy intensity of 14.75 kilowatts per hour per passenger kilometre, establishing a benchmark for efficiency improvements in the future.
Workforce
Workforce development was a major focus for MTS throughout the year. Several mentoring and retention schemes were implemented, including the School-Based Apprenticeship and Traineeship (SBAT) Program, the EMD Undergraduate Program, and a pre-employment program developed to support entry into the industry.
The contractor hired six SBAT participants and two learning and development trainees, and supported ten Corrective Services Justice Candidates (CJCs) through traineeships.
MTS successfully met its training goals, delivering a wide variety of courses including Certificate III and IV in Business, Cultural and Disability Awareness, and Conflict De-escalation. In total, 20 per cent of its workforce underwent professional development training, with 10 per cent completing nationally-recognised qualifications.
With a strong commitment to diversity and inclusion, MTS is also on track to exceed its targets for workforce representation from Greater Western Sydney, disadvantaged communities, and Aboriginal and Torres Strait Islander peoples.
A year of growth and resilience
MTS said it is pleased with its achievements in the 2024–25 financial year, in collaboration with its client and delivery partners.
“The achievements reflect a year of substantial growth, operational resilience, and meaningful community engagement,” the report states.
“Despite the challenges posed by network expansion, defects and increased patronage, service quality remained strong, asset management matured, and environmental compliance was largely maintained.
“We remain committed to continuous improvement – refining customer experience, enhancing operational performance, and advancing sustainability and workforce development initiatives to meet evolving expectations and future demands.”
