Accessibility and inclusion
Making public transport accessible to all
We want a network that is easy to use, where all our passengers feel confident and respected. We want to exceed our minimum obligations and build a service that is inclusive and provides independence to our passengers.
Metro’s Accessibility Action Plan (AAP) sets out our accessibility and inclusion vision for the network and our workplace. It explains what actions we will take to reach our accessibility goals.
The AAP focuses on four priority areas for improving the experiences of our passengers and employees, and outlines actions that will help us meet these priorities.
Alternative formats
Our AAP is available as a PDF file and in Word format.
Metro is a gold level member of the Australian Disability Network. Australian Disability Network focuses on the inclusion of people with disability and building a disability confident Australia through its member network. We utilise the organisation’s expertise to help us meet our accessibility and inclusion goals.
Our accessibility and inclusion vision is influenced by the voice and needs of passengers, including Metro’s Accessibility Reference Group (ARG). The group provides us with advice and guidance based on lived experience of disability, and the members’ professional and community experience.
ARG feedback has influenced our Accessibility Action Plan, upgrades to stations and trains, and our approach to customer service. ARG members also play an important role in connecting Metro to the broader community, and they raise awareness of accessibility initiatives with their networks.
In June 2022, the Australian Human Rights Commission (AHRC) granted temporary exemptions to certain members of the Australasian Railway Association in relation to various provisions of the Disability Standards for Accessible Public Transport 2002 (Cth) and the Disability (Access to Premises – Buildings) Standards 2010 (Cth). Read our response to the reporting requirements: 2025, 2024 and 2023.
To support passengers who are deaf and hard of hearing, 
Metro is partnering with Convo Australia to pilot an on-demand Auslan interpreter service.
The pilot will run for 6 months during 2026, at Flinders Street, Southern Cross and Prahran stations.
At selected stations, staff or passengers will scan a QR code to instantly connect with an Auslan interpreter.
The QR codes will be installed at customer service counters, platform information help points, and at Travellers Aid facilities at Flinders Street and Southern Cross stations.
Right: Example of the QR code signage to connect to an on-demand interpreter.