Accessibility

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

Planning your journey

Journey Planner can be found at ptv.vic.gov.au/journey .  Timetable information is available at: ptv.vic.gov.au/timetables. Further information about more specific accessibility needs and transport can be found at: ptv.vic.gov.au/getting-around/accessible-transport/

Dimensions, Manoeuvrability and Capacity considerations for mobility aids

Please consider the size of your mobility aid before you travel Many boarding ramps are 800mm in width.

  • Weight limit: 300kg (including occupant and belongings)
  • Your mobility aid (wheelchair, scooter or motorised vehicle) should:
  • fit within a space of 1300mm (length) by 800mm (width)
  • be no more than 750mm wide at a height of 300mm above the ground to fit between the wheel axles of a bus.

In order to manoeuvre effectively to and within allocated spaces, mobility aids should be able to:

  • turn 180 degrees within an area 2070mm x 1540mm
  • go up and down a ramp with a 1:14 grade unassisted
  • go up and down a ramp that is less than 1520mm with a 1:8 grade
  • go up and down a ramp with a 1:4 grade with assistance

Safety Zones

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 Passenger 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

Passengers who may need additional time to board are asked to board towards the front of the train where the driver is close by. Passengers 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.

Boarding Assistance

Station access

All Metro railway stations are accessible via ramp or lifts with the exception of Heyington. Some ramps on the network may be steeper than others.

At times of planned disruptions some stations may not be accessible. Provisions are made to assist passengers with accessibility needs to reach their destination. To find out more about accessibility during specific planned disruptions contact PTV on 1800 800 007 or go to metrotrains.com.au/planned-works/

Buy a ticket

To travel on Metro Trains you’ll need a myki. You may be eligible for a concession or free travel pass. For information on how to buy and travel with a myki, or information on different types of concession cards, please visit ptv.vic.gov.au or call 1800 800 007.

At your station

Go to the boarding point at the end of the platform in your direction of travel. As you enter most platforms, you will find a directional decal pointing to the boarding point (shown below).

The boarding point can be identified on most platforms by an International Symbol of Access decal (shown below). If your platform does not have this decal, go to the end of the platform in your direction of travel and wait at the white platform marker.

accessibility

When the train arrives

Wait at the boarding point. The driver will approach and ask for your destination. The driver will provide a portable ramp for you to board at the first door of the first carriage. If the driver is unable to board you at the first door, the driver will assist you to board at an alternative door (which may vary depending on the type of train). Please listen to the instruction of the driver. If possible, please write down your destination on a note to provide to the driver, or upon boarding tell the driver where you would like to disembark.

Some stations may have a raised boarding platform at the boarding point, or have higher platforms. These upgrades to the platform bridge the gap between the train and the platform to allow passengers to board independently. Drivers are still available to deploy a ramp if needed.

On board

Every train has a Passenger Emergency Intercom, which is a button you will find within the carriage, often near doors and allocated spaces. If you need urgent assistance, press the button to speak to the driver.

Exiting the train

The driver will open the door and provide you with the portable ramp if required.

If using a mobility aid, should you accidentally miss your stop or hear the door closure beeping tone prior to exiting at your intended station, please use the Passenger Emergency Intercom to alert the driver of your need to exit as soon as possible.

 

More questions?

Look for a Metro employee, visit ptv.vic.gov.au or call 1800 800 007.

Information for Passengers 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. The information button does not provide real-time information so it’s important to listen for announcements during disruptions.

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 Passengers with Hearing or Speech Impairment

Passenger information display screens 

At 146 stations across Melbourne Passenger Information Display Screens show train times and destinations. Information is also displayed on board our trains.

TTY

TTY services are available (via the National Relay Service) by dialing 9619 2727.  Enquiries can also be made to PTV on 1800 800 007 (voice).

 Text Messaging Assistance Service

A text messaging assistance service is available daily between the hours of 7am to 7pm weekdays and 9am to 5pm weekends and public holidays.  It is intended for use by passengers who rely on announcements or who have difficulty locating passenger service staff or the red button on platforms.  It is intended for general enquiries related only to Metro Trains, including information on service changes. The service can be accessed by texting 0428 789 329 and responses are typically provided within 15 minutes.

Hearing Loop

Hearing Loop services are available at the railway stations listed below:

  • Flagstaff
  • Melbourne Central
  • Parliament
  • Flinders Street (Platform 1 only)
  • Balaclava
  • Bayswater
  • Bentleigh
  • Cardinia Road
  • Carnegie
  • Clayton
  • Coolaroo
  • Craigieburn
  • Dandenong
  • Epping
  • Footscray
  • West Footscray
  • Gardiner
  • Ginifer
  • Hawkstowe
  • Heatherdale
  • Lynbrook
  • McKinnon
  • Mernda
  • Middle Gorge
  • Mitcham
  • Murumbeena
  • Noble Park
  • Nunawading
  • Ormond
  • Ringwood
  • Rosanna
  • Roxburgh Park
  • Sunshine
  • Southland
  • South Morang
  • Springvale
  • Albans
  • Thomastown
  • Williams Landing

Look for the internationally recognised ‘Hearing Loop’ symbol. 

 

Travelling with a Hearing Dog

All public transport services throughout Victoria provide free travel for hearing dogs.

Stop Here App

Stop Here is an app developed by Metro that makes travelling on our network easier and more accessible. Using location technology on smart phones, Stop Here sends push notifications via a tone or vibrations to let passengers know when they are approaching and arriving at their desired stations. For more information about Stop Here visit metrotrains.com.au/stop-here

Metro Accessibility Action Plan

To view a copy of Metro’s Accessibility Action Plan (2015 – 2018):

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