Yarra Trams is working closely with the Victorian Government to enhance the accessibility of the tram network. thile there is sƟll a long way to go, we are making steady progress. In 2004, Melbourne’s tram network had approǆimately 40 accessible plaƞorm stops. Today there are over 330 with more set to open in coming months. tith ϱ0 new low Ňoor trams on order, the total number of low Ňoor trams on the network will increase to 150.
This guide is designed to help you plan your journey, get on board and complete your trip as easily as possible. thile we have put every eīort into making this guide accurate and comprehensive, please let us know if there is something you think we could do to improve it. If you have any ƋuesƟons, please do not hesitate to contact Yarra Trams Customer Feedback on 1800 800 166 (6am-midnight daily) or speak to one of our Customer Service team out on the network.
Table of contents Before you travel
Metlink iWhone applicaƟon
>ow Ňoor trams
,igh Ňoor trams Travelling with a valid Ɵcket
there to buy your Ɵcket
Scooter and Wheelchair Travel Pass
Access Travel Pass
Assistance Animal Pass
At the tram stop
Passengers with vision impairment
Mind the gap
Priority areas – look for bright orange
>ow Ňoor trams and mobility aids
Need some help?
Support for accessibility groups
Your journey conƟnues
Before you travel Taking the Ɵme to plan your journey reduces the likelihood of unexpected challenges. Yarra Trams and Metlink have a number of tools to make it easier to travel by public transport in Melbourne: ͻ You can use the journey planner online at metlinkmelbourne.com.au. Simply enter your origin and desƟnaƟon and receive a customised trip plan detailing all public transport services and connecƟons. ͻ hse tramTRACKER® to check real-Ɵme tram arrival informaƟon. It’s available free on your iPhone or online at yarratrams.com.au ͻ Call 131 638 for train, tram and bus informaƟon between 6am and midnight daily or visit metlinkmelbourne.com.au ͻ Visit the MetShop at the Melbourne Town Hall on the corner of Swanston Street and >iƩle Collins Street, Melbourne. It’s open 9am to 5:30pm Monday to Friday and 9am to 1pm Saturday. The MetShop is closed Sundays and public holidays. ͻ Ask our customer service employees at major CB tram stops during peak hours or FederaƟon Square all day.
Mobility guide To check whether your mobility aid (wheelchair, scooter or motorised vehicle) is suitable for use on public transport, visit metlinkmelbourne.com.au and click on Accessible transport.
tramTRACKER® tramTRACKER® provides real-Ɵme tram arrival informaƟon for every tram stop on the network by phone, iPhone, SMS or online at yarratrams.com.au The free tramTRACKER® iPhone applicaƟon works with your iPhone’s VoiceOver feature. tramTRACKER® will let you know whether any of the next three trams at your selected stop is a low Ňoor service and whether it is air condiƟoned. With the tramTRACKER® iPhone app you can use the ‘Browse’ or ‘Onboard’ feature to check the locaƟons of accessible tram stops on any route. Please remember, not all routes are serviced by low Ňoor trams.
Metlink iWŚone aƉƉlicaƟon Metlink’s iPhone applicaƟon gives iPhone users scheduled departure Ɵmes for trains, trams and buses. The free applicaƟon also features the Metlink journey planner, Ɵmetables, live tram informaƟon and network maps. 7
Accessible stops People using most types of mobility aids can board low Ňoor trams at accessible plaƞorm stops. It is best to check before you travel whether there is an accessible plaƞorm stop at the origin and desƟnaƟon of your intended tram journey. A full list of accessible stops is available online at yarratrams.com.au
>oǁ Ňoor trams epending upon operaƟonal availability, we aim to run every service on Routes 96 and 109 with a low Ňoor tram. Routes 5, 6, 8, 48, 16 and 72 are partly serviced by low Ňoor trams. You can use tramTRACKER® to Įnd out if any of the next three trams at your stop will be a low Ňoor vehicle.
,igŚ Ňoor trams High Ňoor trams have steps, so they are unsuitable for wheelchairs or scooters.
Travelling ǁitŚ a valid Ɵcket To make your journey easier, you can purchase your public transport Ɵcket before you travel. Melbourne is currently making the transiƟon from Metcard to a new smartcard ƟckeƟng system called myki. While some passes are now only available on a myki, you can conƟnue to use Metcard for concession and full fare travel.
Where to buy your Ɵcket myki ͻ ͻ ͻ ͻ
Online from myki.com.au Phone 13 myki (13 6954) At staīed train staƟons The MetShop at the Melbourne Town Hall on the corner of Swanston Street and >iƩle Collins Street, Melbourne ͻ myki machines at most train staƟons, selected tram stops and bus interchanges (top up only) ͻ 7-Eleven and myki retailers
Metcard ͻ Online at metlinkmelbourne.com.au ͻ Metcard retailers ͻ At staīed train staƟons ͻ From bus drivers ͻ Machines at train staƟons ͻ Coin-only Ɵcket machines on board trams ͻ The MetShop at the Melbourne Town Hall on the corner of Swanston Street and >iƩle Collins Street, Melbourne
Correct at the Ɵme of prinƟng. However, myki purchase and top-up opƟons may change as the system is rolled out throughout 2011 and 2012. Please visit myki.com.au for the latest informaƟon. 11
Scooter and Wheelchair Travel Pass The Scooter and Wheelchair Travel Pass has been introduced to support independent travel for people who rely on scooters and wheelchairs. The pass gives holders free travel throughout Victoria’s public transport network. The Scooter and Wheelchair Travel Pass is issued by the Metlink Central Pass Oĸce and comes in the form of a myki smartcard. For more details and the applicaƟon form, visit metlinkmelbourne.com.au, call 131 638 or visit the Central Pass Oĸce at Southern Cross StaƟon.
Access Travel Pass The Access Travel Pass is issued by the Metlink Central Pass Oĸce. It is for people with a signiĮcant permanent disability who travel independently on Victoria’s public transport network and can demonstrate that due to their disability they cannot use the ƟckeƟng system. The Access Travel Pass enƟtles the cardholder to free travel on Victoria’s public transport network and takes the form of a myki which bears the name and photograph of the passholder. For details, visit metlinkmelbourne.com.au, call 131 638 or visit the Central Pass Oĸce at Southern Cross StaƟon.
Support services For people who cannot travel independently on Victoria’s public transport network, the following support services may be of assistance: ͻ Travellers Aid at Flinders Street StaƟon, Southern Cross StaƟon or City Village on Bourke Street. Phone 9654 2600 (Monday to Friday 9am-5pm) ͻ Red Cross PaƟent Transport Service – Phone 1800 246 850 ͻ TTY facility (for people with a speech or hearing impairment) Phone 9619 2727
Assistance Animal Pass Passengers travelling with a guide dog or hearing dog are allowed by law to travel on all public transport. This also applies to registered assistance animals (where the owner holds an Assistance Animal Pass). Assistance animals must be registered before they are allowed to travel on trams and you must carry your Assistance Animal Pass at all Ɵmes. To register your assistance animal, visit the Metlink Central Pass Oĸce located on the ground Ňoor of Southern Cross StaƟon. You will be asked to: ͻ complete a form and have it signed by an approved animal training organisaƟon ͻ provide supporƟng documentaƟon signed by a healthcare professional ͻ provide a photo of yourself and your assistance animal For more informaƟon please call the Central Pass Oĸce on 9619 1159.
Companion Card People who require the assistance of a companion to travel can apply to the Department of Planning and Community Development on 1800 650 611 for a Companion Card. It provides free travel for the carer/companion of the cardholder on all public transport. A Companion Card does not enƟtle the cardholder to concession or free travel (passengers with accessibility diĸculƟes may be eligible to apply for free travel passes).
At the tram stop
Shelter with priority seaƟng
Tram Ňag Unique tramTRACKER® ID number Timetable and service change noƟces
Passenger InformaƟon Display (PID) showing tram arrival Ɵmes
Route number and desƟnaƟon display
Spencer Street – Stop 1 Route 86
Waterfront City Docklands to Bundoora RMIT
Queen’s Birthday Public Holiday Monday 13 June 2011 On Monday 13 June, all trams will run to a Saturday timetable with the last tram one hour earlier than a normal Saturday. City Circle trams will operate from 10am to 6pm. For train, tram and bus information call 131 638. Yarra Trams welcomes your feedback, call 1800 800 166 (6am-midnight).
At the tram stop There are more than 1770 stops on the network. Each stop displays a stop number as well as a unique tramTRACKER® ID number. You will Įnd a Ɵmetable at every stop. Details of planned service changes are posted at all aīected stops in the Ɵmetable display case. The tram network has more than 330 accessible stops, many of which feature shelter, priority seaƟng and allocated spaces for wheelchairs. Approximately 150 stops have Passenger InformaƟon Displays (PIDs) which show the predicted arrival Ɵme and desƟnaƟon of the next services. Some CBD plaƞorm stops have customer service staī to assist passengers during peak periods. Please remember to hail the tram you wish to board by raising your hand to signal the driver. Be sure you board the right tram by checking the route number and desƟnaƟon display. For safety and to enhance visibility, the doors on our trams have been painted yellow. On low Ňoor trams, a warning tone sounds when the doors are about to close. 18
Passengers with vision impairment Stops with Passenger InformaƟon Displays (PIDs) also provide tram arrival informaƟon for vision impaired passengers via an audio buƩon. In addiƟon, plaƞorm stops have a tacƟle strip along their length indicaƟng the safe distance from the plaƞorm edge.
Mind the gap Please be aware of the gap between the plaƞorm stop and the tram. The gap can vary in size, due to the speciĮcaƟons of some of the older plaƞorm stops, the model of tram or even the number of passengers on board the tram. The type of mobility aid you use makes a big diīerence when navigaƟng gaps. Wheelchairs and scooters with larger wheels can cross larger gaps than those with small wheels. You may wish to consider this when next selecƟng a mobility aid. 19
On board Once you’re inside the tram, please take a seat or hold on to one of the safety handles, a pole or the back of a seat. It is important to hold on at all Ɵmes, because trams someƟmes need to stop suddenly.
Priority areas – Look for bright orange Yarra Trams is introducing bright orange fabric for priority seats. On low Ňoor trams, a bright orange Ňoor marking will indicate the priority area for wheelchairs, scooters and prams. This colour coding is being trialled from mid-2011.
Priority seats All trams have priority seats near the driver for people with special needs. In low Ňoor trams, step-free priority seaƟng is also provided inside the door marked with the wheelchair symbol. From priority seats it is easy to validate your Ɵcket and reach the stop request buƩons.
If you are in a wheelchair or scooter please get on and oī low Ňoor trams through the centre door marked with the wheelchair and pram symbols. These trams have one allocated space for passengers using mobility aids.
>ow Ňoor trams also make travel easier for people with prams or luggage, but please do not block the aisles or the doorways.
Low Ňoor trams and mobility aids Melbourne has three kinds of low Ňoor trams: ͻ Citadis ͻ Combino ͻ Bumblebee
Citadis Citadis trams have a four digit idenƟĮcaƟon number that starts with 30 (3001 – 3036). They have three secƟons and operate mainly on routes 24, 48 and 109. If you are using a wheelchair or scooter on a Citadis tram, press the green stop request buƩon to alert the driver that you need to get oī at the next stop. The bridging plate should be extended to help minimise the gap between the tram and the plaƞorm stop.
Combino There are two models of Combino tram with either three or Įve secƟons. Those with three secƟons have a tram idenƟĮcaƟon number starƟng with 35 (3501 – 3538). The longer Įve-secƟon Combino trams have idenƟĮcaƟon numbers starƟng with 50 (5001 – 5021). Combino trams have doors that close automaƟcally aŌer a set Ɵme. If you think you might need extra Ɵme to get oī, press the blue buƩon to alert the driver on approach to your stop. This blue buƩon, located between the priority seats, gives you extra Ɵme to exit the tram through the doors labelled with the blue wheelchair symbol.
Bumblebee There are Įve disƟncƟve bright yellow Bumblebee trams operaƟng on Route 96. These trams have Įxed bridging plates which minimise the gap between the tram and plaƞorm stops. Please press any stop request buƩon to alert the driver that you wish to get oī at the next stop.
Need some help? If you are visually impaired, please tell the tram driver your intended desƟnaƟon so they can announce when the tram is approaching your stop. In Melbourne’s Central Business District, the next stop is generally announced by the driver. Some trams provide automaƟc stop announcements. Signage at stops, route maps and brochures will help you know where you are along your journey. Yarra Trams customer service staī including Authorised Oĸcers can provide you with assistance. Customers with a vision impairment can request a large font version of this guide from Yarra Trams Customer Feedback on 1800 800 166 (6am-midnight daily). A downloadable version of this guide and the companion accessibility video are available online at yarratrams.com.au
Support for accessibility groups Yarra Trams works with accessibility groups and rehabilitaƟon hospitals to deliver small group training and support sessions about using trams. Groups are held regularly at one of our eight tram depots providing a safe and unhurried environment to learn best use of the tram network for individual accessibility needs. ParƟcipants are able to pracƟce boarding and alighƟng diīerent tram types, Įnd where priority areas are located and become familiar with the extra assistance features available on board trams. The groups foster conĮdence in using trams as part of everyday life. Check with your accessibility support group or rehabilitaƟon provider if they are part of the program. If you provide support or rehabilitaƟon services and feel these groups may beneĮt your clients, please contact Yarra Trams Customer Feedback on 1800 800 166 (6am-midnight daily).
Safety recap ͻ At the tram stop, stand behind the safety line. ͻ Mind the gap between the tram and the plaƞorm stop when geƫng on and oī. ͻ If all priority seaƟng is occupied, make your way to the nearest available seat as quickly as possible. ͻ If you are not seated, hold on Ɵght to a safety handle or pole during your journey. Trams someƟmes need to brake suddenly to avoid a collision with a pedestrian or motor vehicle. ͻ When travelling in a wheelchair or scooter, apply the brake or turn oī your electrical device, posiƟon yourself near the side grab rails and fasten your seatbelt. ͻ Take care when geƫng on and oī the tram. Always look for approaching motor vehicles and only step onto the road when it is safe to do so. ͻ If you are unsteady on your feet, move sideways down the steps and hold onto the handrail at all Ɵmes. ͻ In the case of a disrupƟon or emergency, please seek assistance from a Yarra Trams employee.
Your journey conƟnues At plaƞorm stops, signage indicates the direcƟon of nearby bus stops and train staƟons to help you conƟnue your journey. All metropolitan trains are accessible with the assistance of the train driver who will deploy a ramp. Many bus services operate with low Ňoor buses. For more informaƟon on connecƟvity across Melbourne, use the Metlink journey planner at metlinkmelbourne.com.au or call Metlink on 131 638. We value your feedback. If you have any queries, suggesƟons or concerns, please call our feedback team or use our online feedback form and we will invesƟgate and contact you with an outcome. For Yarra Trams Customer Feedback and lost property, phone 1800 800 166 (6am-midnight daily) or visit yarratrams.com.au
Yarra Trams Customer Feedback, lost property or to report graĸƟ 1800 800 166 (6am-midnight daily) yarratrams.com.au
YAR 6983 07/11 Printed on recycled paper. Please dispose of this booklet thoughƞully.
For train, tram and bus informaƟon Call 131 638 (6am-midnight daily) or visit metlinkmelbourne.com.au