Our Passenger Support Team are friendly, easily identifiable staff dedicated to helping you with your journey. You can ask the team for travel information, directions or reassurance and support. In early October 2026, our teams commenced working on selected train and bus services. The 6-month trial is designed to help you feel supported and more confident when travelling on public transport at night.

What is Passenger Support?

The Passenger Support program is a 6-month trial where trained Metro Authorised Officers will provide a visible presence to support passengers and help improve confidence on public transport at night.

The trial will run until April 2027.

When and where will I see the Passenger Support team?

You may see the team at night on selected train and bus services, platforms and station precincts.

• Trains: from 5:30pm until after midnight.
• Buses: from 7:00pm.

Passenger Support teams also work across the tram network. For more information visit: www.transport.vic.gov.au/passenger-support-team

How can the team help me?

The team can help you with travel information, directions or reassurance and support if you feel unsafe or need help during your journey.

How will I recognise the Passenger Support team?

Our Passenger Support team members are clearly identifiable, wearing distinct blue vests.

Will the team check tickets, or respond to disruptions or incidents?

No. The team’s main role is passenger support and they will not check tickets. Instead, they will focus on safety, security and helping passengers feel supported on public transport.

If they are nearby during an unplanned disruption or incident, they may assist until other teams arrive.

What should I do if I feel unsafe on public transport at night?

If a Passenger Support team is nearby, you can approach them for help. In an emergency, call Triple Zero.

Where can I find more information?

More information can be found at www.transport.vic.gov.au/passenger-support-team

Transport Victoria states that passengers can take a bike, factory-built e-bike or e-scooter on metropolitan trains. Converted e-bikes are banned on all metropolitan and regional trains in Victoria and in ticketed areas, such as platforms. E-bikes and e-scooters must be switched off and cannot be ridden or charged onboard or in station areas.

What is a converted e-bike? 
A standard pedal bike that has been modified to add a motor and battery. This includes bikes converted by a retailer or using a conversion kit, even if done by a mechanic.

Converted e-bikes may have:

• a battery attached with hooks, loops, tape or cable ties
• an external controller box
• an external motor

View the Converted E-bikes Guide for passengers

Are mobility scooters allowed?

Yes. Mobility scooters and other mobility aids continue to be allowed on the network. The converted e-bike ban and e-bike/e-scooter restrictions do not apply to mobility devices used for disability access.

Where does this apply?

The rules apply on metropolitan and regional trains in Victoria and in ticketed areas, such as platforms.

Will there be a penalty for not following the rules?

You may be fined for bringing a converted e-bike into a station or onto a train. For more information and for a full list of offences visit www.vic.gov.au/paying-a-public-transport-fine

How will the rules be enforced?

Authorised Officers can issue fines to passengers who bring converted e-bikes on trains and in ticketed areas.

What should passengers do if they are travelling with a bike, e-bike or e-scooter?

Passengers should avoid blocking doors, aisles and priority areas, and should not board at the first door of the first carriage, which is a priority area for passengers with accessibility requirements.

Passengers should use the Converted E-bikes Guide for passengers  to check whether their bike is compliant.

Who do I contact for more information?

Visit Transport Victoria for FAQs and more information or contact Transport Victoria via their contact form online.

Political Activity on the Metro Trains Network

Activities on Metro Trains Melbourne (MTM) managed land and assets are strictly governed under the Transport (Compliance and Miscellaneous) (Conduct on Public Transport) Regulations 2025 and the Franchise Agreement – Metropolitan Train.

Metro managed land generally includes all station platforms, buildings, carparks including internal roadways, footpaths, bridges, stairs, lifts and access ways with station carparks.
To assist candidates and volunteers in following these rules, MTM land boundary maps are available here. Please seek direction from station staff, should you require further information.

Distribution of Printed Materials
Under section 41(2) of the Transport (Compliance and Miscellaneous) (Conduct on Public Transport) Regulations 2025, the distribution of printed materials is not permitted on MTM managed land without permission.

Campaigners or candidates handing out flyers within Metro managed land will be politely asked to move outside the boundary.

Failure to cooperate may result in Victoria Police being notified and criminal charges for trespass being issued. Additionally, Authorised Officers can issue fines of up to $1045.50 for non-compliance.

If you have questions or believe this rule is being breached, please speak with station staff or call PTV on 1800 800 007, who will be able to assist

Display of Political Advertising
Under clause 18(b)iv(F) of the Franchise Agreement – Metropolitan Train – Passenger Experience Module, the display of advertising used to promote a political party, parties or political causes is not permitted for display on MTM managed land. Any such advertising signage will be removed.

If you have questions or believe this rule is being breached, please speak with station staff or call PTV on 1800 800 007.

Social Media Filming and Photography

Low-impact filming and photography is authorised without a permit, subject to the conditions set out on the Station Access and Permits page, under the ‘Station activity that does not require a permit’ section.

This includes content filmed for social media. Directions from station staff to ensure that social media filming is safe and non-obstructive must be followed at all times. The prohibitions on the display of political advertising and distribution of printed materials also apply during any filming or photography.

Every week Metro completes $12 million of work to maintain and renew our infrastructure, trains and technology. And we’re helping to deliver an unprecedented pipeline of major network improvements such as level crossing removals, the Metro Tunnel, bigger trains and new stations and track. We thank our passengers for their patience while we complete critical upgrade works that will deliver lasting benefits for all

Q.Why does Metro need to maintain and renew the network?

• Planned maintenance works are safety critical upgrades that keep the railway running safely and reliably for our passengers.
• Major project works, such as removing level crossings and building new stations, sometimes require buses to replace trains on section so network for days, weeks or even months.

Q.What are safety critical upgrade works?

• They can include replacing track, signals and other equipment or even cutting and clearing trees from along the sides of railway lines.
• Rails and overhead electrical wires are in contact with moving trains every day of the week and can wear down over time – so they need to be maintained, renewed and replaced on a regular basis.
• Sleepers (the concrete and timber slabs which lie underneath the rails) and ballast (the stones on which the sleepers lie) are regularly maintained and routinely replaced.

Q.What impacts should local residents or traders expect during planned works?

• maintenance works in and around the rail corridor near your property
• heavy machinery in the works area, including special track machines, excavators, front end loaders and chainsaws
• medium to high level construction noise during the set up and use of the heavy machinery
• Safety is our top priority in everything we do. The use of horns is a safety critical communication tool, to warn anyone nearby of a moving rail vehicle. This is an important safety measure to protect workers from unexpected vehicle movements.
• Rail grinding works are likely to take place in various locations. One of the outcomes of rail grinding is an increase in noise immediately after it has been completed. This short-term noise is generally expected to decrease over time.
• increased noise, dust and local traffic from workers accessing stored materials in the works area or the rail corridor
• road closures to facilitate critical safety works
• traffic management in place when required, to assist people and vehicles moving through the area

Q. Why can’t work be done when the trains aren’t running overnight during the week?

• For minor works, we can still keep running trains but for major works, such as replacing rails, sleepers or overhead wires, buses need to replace trains for safety reasons.
• Our priority is minimising the disruption to our passengers as a result of planned works as much as possible.
• Making the rail environment safe is our top priority.
• Services run 24 hours during weekends and from around 4am to 1am on weekdays. Freight trains and empty train movements operate 24 hours a day.
• Moving the required equipment, rail workers and materials into position for works, and carrying out the necessary safety checks, can take time.
• Trains can’t safely resume until these safety checks have been completed.
• Metro works hard to schedule these works at times when they are the least disruptive to passengers – usually at night and on weekends.
• When maintenance work requires a section of a rail line to be shut over a weekend, we schedule multiple pieces of work in to maximise productivity.

Car parking spaces are available at most stations across the network, for use by customers using public transport only. If you park at a Metro Station, please remember to lock all doors and remove all valuables from your vehicle.
Customers enter and use Metro car parks at their own risk. Metro is not responsible for any damage to vehicles or property loss in station car parks.