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.

Accessibility Reference Group

We are now accepting applications for the first Metro Accessibility Reference Group. If you would like to know more, or would like to apply to be a member, please see the Metro ARG information kit.

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General Travel Information

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 Customer 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

Customers who may need additional time to board are asked to board towards the front of the train where the driver is close by. Customers 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 train stations are accessible via ramp or lifts with the exception of Heyington. Some ramps on the network may be steeper than others.

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.

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.

Some stations may have a raised boarding platform at the boarding point. 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.

On board

Every train has a Passenger Emergency Intercom, which is a button you will find within the carriage. 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. Should you hear the door closure beeping tone at your intended exit station, please use the Passenger Emergency Intercom to alert the driver of your need to exit as soon as possible.

Other things to know

Drivers carry sticky note reminder booklets 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 at which station you are exiting. Booklets may also be collected from InfoCentral at the Flinders Street Station concourse or by contacting PTV on 1800 800 007.

More questions?

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

Information for Customers 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.

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 Customers with Hearing or Speech Impairment

Information Display Boards

At all Premium Stations, as well as 55 other stations across Melbourne, display boards show train times and destinations. Information is also displayed on board our trains.

TTY Services

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

Hearing Loop services are available at the below stations:

Flagstaff
Melbourne Central
Parliament
Flinders Street (Platform 1 only)
Sunbury
Diggers Rest
Sunshine
West Footscray
Footscray
South Morang
Epping
Thomastown
Williams Landing
Balaclava
Nunawading
Mitcham
Ringwood
Gardiner
Springvale
Lynbrook
Cardinia Road

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.

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 to let customers know when they are approaching and arriving at their desired stations.

For more information visit metrotrains.com.au/stop-here/