Metro is an active participant in making transport accessible to all people. We make ongoing efforts to meet the access needs of all of our customers.
General Travel Information
Safety zones are on all Metro platforms (except for Stony Point line). They are located close to platform entries, recognisable by a yellow striped pattern. Safety zones are monitored by CCTV, well-lit and house Customer Information Consoles. You can contact staff by pressing the red button on the left of the console to speak with a customer service officer, or press the green button on the right for automated timetable information. Safety zones are not a dedicated boarding point.
Additional Time to Board
Customers who may need additional time to board are asked to board towards the front of the train where the driver is close by. Customers with mobility aids will enter and exit at the first door of the first carriage. To keep this area clear, please use an alternative door towards the front of the train.
Information for Customers Requiring Ramp Assistance
Access to Trains
Most Metro stations are accessible via ramp or lift with the exception of Heyington. Assisted access is available on Metro trains via the first door of the first carriage with a driver deployed portable ramp.
As you enter most platforms, you will find a Universal Symbol for Access decal and directional arrow with the words “Boarding Point” to let you know that you are heading towards the first carriage of the train. To board the train, proceed to the dedicated access points on the platform. Most of our stations have a Universal Symbol for Access decal on the ground to let you know you are waiting in the right spot. If your chosen station does not have this symbol installed, go to the furthest point of the platform in your direction of travel and look for a white platform marker.
Drivers will provide a boarding and exiting ramp. Just let the driver know which station you need to exit. Should you hear the door closure beeping tone at your intended exit station, please use the Passenger Emergency Intercom to alert the driver of your need to exit as soon as possible.
Raised Boarding Platforms
Some stations may also have a Raised Boarding Platform. This is an area which has been upgraded to bridge the gap between the train and the platform, so some customers may not need the assistance of a ramp.
Sticky Note Reminders
Drivers carry booklets of sticky note reminders that can be filled out with your destination information and notes on additional assistance, if required. The driver can provide you with a booklet so that these can be pre-filled before any of your Metro trips. Just hand the driver your note at the time of boarding to indicate which station you are exiting. Booklets may also be collected from InfoCentral at the Flinders Street Station concourse or by contacting PTV on 1800 800 007.
Platform and Station Access
Access ramps and lifts to platforms are available at most stations.
In the event of a lift outage at a station without an access ramp to or from the platform, customers can seek assistance from Metro staff or press the red button on the Customer Information Console.
Groups and Staff Assistance
If you are travelling in a large group or need Metro assistance, please call us on 1800 800 007 and we will be able to help you make travel arrangements
All Premium Stations provide toilet facilities for customers with wheelchairs.
Information for Customers with Vision Impairment
Train Information and Help
We announce the time and destination of all train services before they arrive at the platform. On board, our trains have a visual display and automated announcement system which name the station on approach and also advise customers of the connecting services at that station.
Customer Information Consoles are installed near all station entrances (except those on the Stony Point line). Press the right (green) button on the console for automated train information or the left (red) button for assistance.
Travelling with Guide Dogs
All public transport services throughout Victoria provide free travel for Guide or Seeing Eye dogs, Guide or Seeing Eye dogs in training, hearing dogs or animals identified by an Assistance Animal Pass.
Information for Customers with Hearing or Speech Impairment
Information Display Boards
At all Premium Stations, as well as 55 other stations across Melbourne, display boards show train times and destinations. Information is also displayed on board our trains.
All of our Premium Stations provide telephone typewriter (TTY) services. Call 1800 800 007 (voice) or 9619 2727 (TTY) for more information, including the location of your closest Premium Station.
Hearing Loop services are available at the below stations:
- Melbourne Central
- Flinders Street (Platform 1 only)
- Diggers Rest
- West Footscray
- South Morang
- Williams Landing
- Cardinia Road
Look for the internationally recognised ‘Hearing Loop’ symbol.
T Switch Services
Stand within three metres of our T switch signs to receive all train information announcements.
Travelling with a Hearing Dog
All public transport services throughout Victoria provide free travel for hearing dogs.
Low Profile Door Handles
A new ergonomic design, complying with the latest DDA standards, is being rolled out across the Comeng fleet.
Metro Accessibility Action Plan
To view a copy of Metro’s Accessibility Action Plan (2015 – 2018):
- In PDF, please click here.
- In Word, please click here.