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.
Information For Customers With Wheelchairs
Access to Trains
Most Metro stations are wheelchair accessible with the exception of Heyington. Wheelchair access is available on Metro trains via the first door of the first carriage. To board the train, proceed to the dedicated access points on the platform, marked with either a white/yellow line marker or the International Symbol of Access.
Drivers will provide a boarding and exiting ramp. Just let the driver know which station you need to exit at. Should you hear the door closure beeping tone at your intended exit station, please use the Passenger Emergency Intercom to alert the driver as soon as possible.
Some stations may also have a Raised Boarding Platforms. 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 Flinders Street Station or by contacting PTV on 1800 800 007.
Platform and Station Access
Access ramps to platforms are available at most stations. There are lifts at stations including Box Hill, Boronia, Coolaroo, Dandenong, Epping, Flinders Street, Footscray, Laverton, North Melbourne, Nunawading, Watergardens, South Morang, Southern Cross, Williams Landing and all City Loop stations.
In the event of a lift outage at a station without an access ramp to the platform, customers can seek assistance from Metro staff or press the red ‘Emergency’ button.
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 Vision Impaired Customers
Train Information and Help
We announce the time and destination of all train services before they arrive at the platform. On board, our new and upgraded trains 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 left (green) button on the console for automated train information or the right (red) button for assistance.
Travelling with Guide Dogs
All public transport services throughout Victoria provide free travel for guide dogs, guide 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 real-time information with train times and destinations. Information is also displayed on board our new and upgraded 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 all City Loop stations and at Box Hill, 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.