Making customers feel safe is an essential part of Metro’s service commitment. It’s why we take extra care to ensure your security, both on our trains and at our stations.
Our Customer Service Officers patrol the network at all times and we use various technologies to focus on known security hotspots to ensure the safety and comfort of our customers.
We’re also backed by the resources of the Transport Division of Victoria Police with officers constantly patrolling the train network.
All stations are well lit and monitored by CCTV cameras and emergency contact can be made with staff from any station by pressing the red button on the clearly identified Customer Information console.
Once onboard a train, direct contact with train drivers can be made by pressing the red emergency button located near the automatic doors.
When waiting for a train, stand behind the yellow line at all times. The line may be a painted yellow line or an updated yellow and orange line made of tactile dots to aid vision impaired customers.
Mind the gap between the train and the platform. This can vary depending on the type of train you are exiting and the platform onto which you are stepping.
When the warning tone sounds to close a train’s automated doors, please ensure hands, arms and bags are safely onboard or removed to the platform.
Only ever cross the train track at the designated crossing. Not only is crossing at an unmarked spot extremely dangerous, it's also illegal.
If you are travelling alone, take a seat in the train carriage closest to the driver’s cabin which is at the front of the train.Choose to sit in carriages with other customers rather than by yourself.
Pre-plan your journey so you minimise the time waiting for services and sign up for SMS Updates to keep informed of service changes.
When waiting for a train, stand in the well-lit areas and if possible in the yellow safety zone located at many of our stations.
Avoid running at stations especially in wet weather. Each station has a range of surfaces so take care when moving to and from your train.
Remember that rollerblading, skateboarding and bicycle riding is not permitted on the station platform.
Don't board the train if you feel unwell. If you feel unwell onboard, where possible get off at the next station and either tell a staff member or use the emergency button at the station to speak to our staff.
Use station bins for litter to avoid creating possible obstacles for other customers, once on the train please take your litter with you as well.
Report any unattended bags, luggage or suspicious activity to station employees.
Keep your belongings with you at all times.
At non-staffed stations, the red emergency button links to control rooms along the train line. If you feel concerned about your safety or the safety of fellow commuters, use this emergency button.
In the event of an emergency, listen to announcements and follow either the broadcast instructions or instructions from Metro’s trained station employees.
If you can safely move away from danger, either on the train or at the station do so in a calm manner.
Transit Police and Customer Service Officers patrol our network at all times and can help you with any safety concerns.