Revised July 2012

Yarra Trams is working closely with the Victorian Government to enhance the accessibility of the tram network.

hile there is s ll a long way to go, we are making steady progress.In 2004, Melbourne’s tram network had appro imately 40 accessible pla orm stops. Today there are over 350 level access stops with more set to open in coming months.

ith 50 new low oor trams on order, the total number of low oor 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.

hile we have put every e ort 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 ues ons, please do not hesitate to contact Yarra Trams Customer Feedback on 1800 800 007 (6am–midnight daily) or speak to one of our Customer Service team out on the network.

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Table of contents

Before you travel 6 Mobility guide 6

tramTRACKER® 7

PTV iPhone applica on 7

Accessible stops 9

ow oor trams 9

igh oor trams 9

Travelling with a valid cket 10

Where to buy your cket 11

Scooter and Wheelchair Travel Pass 12

Access Travel Pass 13

Support services 13

Assistance Animal Pass 14

Companion Card 14

At the tram stop 17 Passengers with vision impairment 19

Mind the gap 19

On board 20 Priority areas – look for bright orange 20

Priority seats 21

ow oor trams and mobility aids 21

Citadis 22

Combino 24

Bumblebee 26

Need some help? 28 Support for accessibility groups 29

Tips for parents with prams or strollers 29

Safety recap 30

Your journey con nues 31

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Before you travelTaking the me to plan your journey reduces the likelihood of unexpected challenges.

Yarra Trams and Public Transport Victoria have a number of tools to make it easier to travel by public transport in Melbourne:

You can use the journey planner online at ptv.vic.gov.au. Simply enter your origin and des na on and receive a customised trip plan detailing all public transport services and connec ons.

se tramTRACKER® to check real me tram arrival informa on. It’s available free on your iPhone or online at yarratrams.com.au

Call 1800 800 007 for train, tram and bus informa on between 6am and midnight daily or visit ptv.vic.gov.au

Visit the PTV Hub at the Melbourne Town Hall on the corner of Swanston Street and i le Collins Street, Melbourne. It’s open 9am to 5:30pm Monday to Friday and 9am to 1pm Saturday. The PTV Hub is closed Sundays and public holidays.

Visit the PTV Hub or PTV Hub myki Centre at Southern Cross Sta on 6.30am– .30pm daily except Christmas Day.

Ask our customer service employees at major CBD tram stops during peak hours or Federa on Square all day.

Mobility guideTo check whether your mobility aid (wheelchair, scooter or motorised vehicle) is suitable for use on public transport, visit ptv.vic.gov.au and click on Accessible transport/Mobility aids.

tramTRACKER®tramTRACKER® provides real me tram arrival informa on for every tram stop on the network by phone, iPhone, SMS or online at yarratrams.com.au

The free tramTRACKER® iPhone applica on works with your iPhone’s VoiceOver feature.

tramTRACKER® will let you know when to expect the next three low oor and air condi oned trams at your stop. Please visit yarratrams.com.au

With the tramTRACKER® iPhone app you can use the ‘Browse’ or ‘Onboard’ feature to check the loca ons of accessible tram stops on any route. Please remember, not all routes are serviced by low oor trams.

PTV mobile and online toolsPublic Transport Victoria has a range of handy mobile and online tools available to help you access public transport informa on. For details visit ptv.vic.gov.au and click on Customer

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Accessible stopsPeople using most types of mobility aids can board low oor trams at level access tram stops. These stops are also known as accessible stops or pla orm stops.

It is best to check before you travel whether there is an accessible stop at the origin and des na on of your intended tram journey.

A full list of accessible stops is available online at yarratrams.com.au

o oor tramsDepending upon opera onal availability, we aim to run every service on Routes 96 and 109 with a low oor tram.

Routes 5, 6, , 4 , 16 and 72 are partly serviced by low oor trams.

You can use tramTRACKER® to nd the predicted arrival me of the next three low oor vehicles at your stop. For more informa on please visit yarratrams.com.au

igh oor tramsFor people with special needs, priority seats are located near the doors closest to the driver’s cabin. The loca on of the priority seats makes it easier to speak to the driver and get on and o the tram. Remember, only speak to the driver when the tram is stopped.

High oor trams have steps, so they are unsuitable for wheelchairs or scooters.

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Travelling ith a valid c etTo ma e your ourney easier you can purchase your public transport c et before you travel.

Melbourne is currently ma ing the transi on to a smartcard c e ng system called my i. Once you have your my i simply top up touch on and travel.

here to buy your c etmyki

Online at my i.com.au

Phone 1800 800 007

At sta ed train sta ons PTV Hub at the Melbourne Town Hall

on the corner of Swanston Street and i le Collins Street, Melbourne

PTV Hub myki Centre at Southern Cross Sta on myki machines at all metropolitan train

sta ons, some accessible tram stops and bus interchanges (full fare only)

Around 00 retail outlets, including all 7 Eleven stores, where you see the myki sign.

Metcard At sta ed train sta ons From bus drivers Coin only cket machines on board trams

d t

Correct at the me of prin ng. Please visit my i.com.au for the latest informa on.

Hall

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Scooter and Wheelchair Travel PassThe 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 PTV Pass O ce and comes in the form of a myki smart card.

For more details and the applica on form, visit ptv.vic.gov.au, call 1800 800 007 or visit the PTV Pass O ce at Southern Cross Sta on.

Access Travel PassThe Access Travel Pass is issued by the PTV Pass O ce.

It is for people with a signi cant permanent disability who travel independently on Victoria’s public transport network and can demonstrate that due to their disability they cannot use the

cke ng system.

The Access Travel Pass en tles 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 ptv.vic.gov.au, call 1800 800 007 or visit the PTV Pass O ce at Southern Cross Sta on.

Support servicesFor people who cannot travel independently on Victoria’s public transport network, the following support services may be of assistance:

Travellers Aid – Phone 9654 2600 – Flinders Street Sta on

am– pm (Sunday to Thursday) am–10pm (Friday and Saturday)

– Southern Cross Sta on 7am–10pm daily

– Bourke Street (City Village) 9am–5pm (Monday to Friday)

Red Cross Pa ent Transport Service – Phone 8327 7853 or 8327 7868

TTY facility (for people with a speech or hearing impairment) Phone 9619 2727

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Assistance Animal PassThe Assistance Animal Pass has been developed to help people with an ongoing disability (including issues rela ng to ageing and psychiatric illness) who are unable to use public transport without an assistance animal.

The pass is issued to people who can demonstrate that their assistance animal alleviates the e ects of their disability.

For more informa on contact the PTV Pass O ce on 9619 1159 or visit ptv.vic.gov.au

The following assistance animals do not require an Assistance Animal Pass and can travel free on public transport in Victoria:

Guide dogs trained to help blind or visually-impaired people

Guide dogs in training Hearing dogs trained to help deaf or hearing-

impaired people

Companion CardPeople 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 en tle the cardholder to concession or free travel (passengers with accessibility di cul es may be eligible to apply for free travel passes).

Please remember that you must carry your pass or proof of your concession en tlement whenever using Melbourne’s public transport network.

Shelter with priority sea ng

At the tram stop

Tram ag

Unique tramTRACKER® ID number

Timetable and service change no ces

Tac le strip indica ng safe distance from pla orm edge

Route number and des na on display

Passenger Informa on Display (PID) showing tram arrival

mes

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At the tram stopThere are more than 1770 stops on the network. Each stop displays a stop number as well as a unique tramTRACKER® ID number. You will nd a metable at every stop. Details of planned service changes are posted at all a ected stops in the metable display case. The tram network has more than 350 level access stops, many of which feature shelter, priority sea ng and allocated spaces for wheelchairs.Approximately 150 stops have Passenger Informa on Displays (PIDs) which show the predicted arrival me and des na on of the next services. Some CBD pla orm stops have customer service sta 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 des na on display.For safety and to enhance visibility, the doors on our trams have been painted yellow. On low oor trams, a warning tone sounds when the doors are about to close.

Passengers with vision impairmentStops with Passenger Informa on Displays (PIDs) also provide tram arrival informa on for passengers with vision impairment via an audio bu on.

In addi on, pla orm stops have a tac le strip along their length indica ng the safe distance from the pla orm edge.

Mind the gapPlease be aware of the gap between the pla orm stop and the tram. The gap can vary in size, due to the speci ca ons of some of the older pla orm 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 di erence when naviga ng gaps. Wheelchairs and scooters with larger wheels can cross larger gaps than those with small wheels. You may wish to consider this when next selec ng a mobility aid.

Routes 55, 57 and 67 Saturday 23 and Sunday 24 June 2012 Yarra Trams is renewing a section of tram track at the intersection of Victoria and Peel Streets in North Melbourne on Saturday 23 and Sunday 24 June 2012. The following tram service changes will apply: Route 55 tram services heading towards the city will operate as Route 55a, diverting at Haymarket to travel via Elizabeth Street and terminate at Flinders and Elizabeth Streets. The following tram stops on Route 55 will not be serviced during the track works:

Stop 11 Queensberry and Peel Streets Stop 10 Victoria and Peel Streets Stop 9 Queen Victoria Market in Peel Street Stop 8 Franklin and Peel Street (To Domain Interchange only)

Route 57 tram services will operate as Route 57a in both directions, diverting at Flemington Road to travel via Flemington Road and Elizabeth Street to terminate at Flinders and Elizabeth Streets. A tram replacement bus service will operate in North Melbourne between Flemington Road and Abbotsford Street and Elizabeth and Peel Streets operating via Haines Street, Harker Street, Flemington Road, Abbottsford Street, Queensberry Street, Elizabeth Street and Peel Street. The following tram stops on Route 57 will not be serviced during the track works:

Stop 19 Abbotsford Street Interchange (Use tram or bus stop in Flemington Road) Stop 12 North Melbourne Town Hall (To West Maribyrnong only) Stop 11 Victoria and Errol Streets Stop 10 Victoria and Chetwynd St Stop 9 Victoria and Howard Streets Stop 8 Victoria and Peel Street

Route 67 heading towards the city will operate as Route 67a, diverting at Stop 20 Domain Interchange to travel via Park Street, Kings Way, Queensbridge Street and William Street and terminating at Dudley and William Streets. Passengers wishing to travel to/from stops between Melbourne University and Domain Interchange should use any service (except Route 1) to connect with diverting Route 67 tram services at Domain Interchange. During these service changes, tram services will operate to their normal frequency, however they may not arrive at the scheduled time. Yarra Trams suggests that you allow extra time for your journey. Thank you for your understanding as we build for the next 100 years of Melbourne’s trams.

Public Transport Information

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XXXXX Street - Stop X

Route 78 Prahran to North Richmond (first tram to approx. 7pm)

These mes are subject to road and tra c condi ons. Printed April 2012

or train tram and bus informa on customer feedbac lost property or to report gra

Call 1800 800 007 (6am–midnight daily)or visit ptv.vic.gov.au twi er yarratrams 4036

tramTRACKER® Stop ID

m Only on Monday to Thursday F Only on Friday

Saturday SundayAM AM

5 15 35 55 56 15 32 47 67 02 17 32 47 7 28 588 02 17 32 47 8 26 559 02 17 32 47 9 26 57

10 02 15 29 44 59 10 16 30 44 5711 14 29 44 59 11 11 26 40 54

PM PM12 14 29 44 59 12 08 23 37 52

1 13 28 43 59 1 07 22 38 522 14 29 44 59 2 07 22 38 533 14 29 44 59 3 08 23 37 524 14 30 45 4 07 22 37 525 00 15 30 45 5 07 22 37 536 02 22 42 6 13 347 01 21 7 028 89 9

10 1011 11

AM AM12 12

1 1

Monday to FridayAM

5 14 34 546 14 34 527 05 15 25 35 45 558 05 15 27 39 519 03 15 27 39 51

10 03 15 27 39 5111 03 15 27 39 51

PM12 03 15 27 39 50

1 02 14 26 38 502 02 14 26 38 503 02 14 26 38 504 02 14 26 38 50m 51F5 02m 03F 14m 15F 26m 27F 38m 39F 50m 51F6 02 22 427 0489

1011

AM12

1

Brighton Rd & Chapel St Stop 36

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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 mes, because trams some mes need to stop suddenly.

Priority areas – oo for bright orange

Yarra Trams is introducing bright orange fabric for priority seats.

On low oor trams, a bright orange oor marking will indicate the priority area for wheelchairs, scooters and prams.

This colour coding is being introduced following a successful trial in 2011.

ow oor trams and mobility aidsMelbourne has three kinds of low oor trams:

Citadis Combino Bumblebee

Priority seatsAll trams have priority seats near the driver for people with special needs.

In low oor trams, step-free priority sea ng is also provided inside the door marked with the wheelchair symbol. From priority seats it is easy to validate your cket and reach the stop request bu ons.

If you are in a wheelchair or scooter please get on and o low oor trams through the centre door marked with the wheelchair and pram symbols. These trams have one allocated space for passengers using mobility aids.

ow oor trams also make travel easier for people with prams or luggage, but please do not block the aisles or the doorways.

Floor marking Seat fabricFloor marking

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CitadisCitadis trams have a four digit iden ca on number that starts with 30 (3001 – 3036). They have three sec ons and operate mainly on routes 24, 48 and 109.

If you are using a wheelchair or scooter on a Citadis tram, press the blue stop request bu on to alert the driver that you need to get o at the next stop. The bridging plate should be extended to help minimise the gap between the tram and the pla orm stop.

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CombinoThere are two models of Combino tram with either three or ve sec ons.

Those with three sec ons have a tram iden ca on number star ng with 35 (3501 – 3538). The longer ve-sec on Combino trams have iden ca on numbers star ng with 50 (5001 – 5021).

Combino trams have doors that close automa cally a er a set me. If you think you might need extra me to get o , press the blue bu on to alert the driver on approach to your stop. This blue bu on, located between the priority seats, gives you extra me to exit the tram through the doors labelled with the blue wheelchair symbol. 3 Priority

fold awayseats

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BumblebeeThere are ve dis nc ve bright yellow Bumblebee trams opera ng on Route 96.

These trams have xed bridging plates which minimise the gap between the tram and pla orm stops.

Please press any stop request bu on to alert the driver that you wish to get o at the next stop.

3 Priority seats

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Need some help?If you are visually impaired, please tell the tram driver your intended des na on 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 automa c stop announcements.

Signage at stops, route maps and brochures will help you to nd out where you are along your journey.

Yarra Trams customer service sta including Authorised O cers 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 800 007 (6am-midnight daily). A downloadable version of this guide and the companion accessibility video are available online at yarratrams.com.au

Support for accessibility groupsYarra Trams works with accessibility groups and rehabilita on 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. Par cipants are able to prac ce boarding and aligh ng di erent tram types, nd where priority areas are located and become familiar with the extra assistance features available on board trams. The groups foster con dence in using trams as part of everyday life.

Check with your accessibility support group or rehabilita on provider if they are part of the program. If you provide support or rehabilita on services and feel these groups may bene t your clients, please contact Yarra Trams Customer Feedback on 1800 800 007 (6am–midnight daily).

Tips for parents with prams or strollers

Ensure your baby or toddler is safely restrained in the pram

Using trams with steps: When li ing your pram up the steps, keep it as

level as possible If you are by yourself, ask your fellow

passengers for assistance when wai ng at the tram stop, please keep

your pram behind the tac le strip or the safety line

Before purchasing a pram or stroller, please consider its width as some are too wide to t through tram doorways

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Safety recap At the tram stop, stand behind the tac le

strip or the safety line. Mind the gap between the tram and the

pla orm stop when ge ng on and o . If all priority sea ng is occupied, make your

way to the nearest available seat as quickly as possible.

If you are not seated, hold on ght to a safety handle or pole during your journey. Trams some mes need to brake suddenly to avoid a collision with a pedestrian or motor vehicle.

When travelling in a wheelchair or scooter, apply the brake or turn o your electrical device, posi on yourself near the side grab rails and fasten your seatbelt.

Take care when ge ng on and o the tram. Always look for approaching motor vehicles and only step onto the road when it is safe to do so.

If you are unsteady on your feet, move sideways down the steps and hold onto the handrail at all

mes. In the case of a disrup on or emergency, please

seek assistance from a Yarra Trams employee.

our ourney con nuesAt pla orm stops, signage indicates the direc on of nearby bus stops and train sta ons to help you con nue your journey.

All metropolitan trains are accessible with the assistance of the train driver who will deploy a ramp from the front carriage. Many bus services operate with low oor buses.

For more informa on on connec vity across Melbourne, use the PTV journey planner at ptv.vic.gov.au or call PTV on 1800 800 007.

We value your feedback. If you have any queries, sugges ons or concerns, please call our feedback team or use our online feedback form and we will inves gate and contact you with an outcome.

For Yarra Trams Customer Feedback and lost property, phone 1800 800 007 (6am–midnight daily) or visit yarratrams.com.au

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For train, tram and bus informa on Call 1800 800 007 (6am–midnight daily) or visit ptv.vic.gov.au

Yarra Trams Customer Feedback, lost property or to report gra 1800 800 007 (6am–midnight daily)

yarratrams.com.au