Revised February 2013
Yarra Trams is working closely with the Victorian Government to enhance the accessibility of the tram network. While there is still a long way to go, we are making steady progress. In 2004, Melbourne’s tram network had approximately 40 accessible platform stops. Today there are over 360 level access stops with more set to open in coming months. With 50 new low floor trams on order, the total number of low floor 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.
Table of contents Before you travel
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Mobility guide
6
tramTRACKER®
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PTV iPhone application
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Accessible stops
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Low floor trams
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High floor trams
Travelling with a valid ticket
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Where to buy your ticket
11
Scooter and Wheelchair Travel Pass
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Access Travel Pass
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Support services
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While we have put every effort into making this guide accurate and comprehensive, please let us know if there is something you think we could do to improve it.
Assistance Animal Pass
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Companion Card
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At the tram stop
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Passengers with vision impairment
19
Mind the gap
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On board
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If you have any questions, 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.
Priority areas – look for bright orange
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Priority seats
21
Low floor trams and mobility aids
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9
Citadis
22
Combino
24
Bumblebee
26
Need some help?
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Support for accessibility groups
29
Tips for parents with prams or strollers
29
Safety recap
30
Your journey continues
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Before you travel Taking the time 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 destination and receive a customised trip plan detailing all public transport services and connections. • Use tramTRACKER® to check real-time tram arrival information. It’s available free on your Android device, iPhone or online at yarratrams.com.au • Call 1800 800 007 for train, tram and bus information between 6am and midnight daily or visit ptv.vic.gov.au • Visit the PTV Hub at Southern Cross Station; it’s open 7am to 7pm Monday to Friday, 9am to 6pm Saturdays, Sundays and Public Holidays (except Christmas Day). • Ask our customer service employees at major CBD tram stops during peak hours or Federation Square all day.
Mobility guide To 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.
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tramTRACKER® tramTRACKER® provides real-time tram arrival information for every tram stop on the network by phone, smartphone, SMS or online at tramtracker.yarratrams.com.au The free tramTRACKER® iPhone application works with your iPhone’s VoiceOver feature. tramTRACKER® will let you know when to expect the next three low floor and air conditioned trams at your stop. Please visit yarratrams.com.au With the tramTRACKER® iPhone and Andriod apps you can use the ‘Browse’ or ‘Onboard’ feature to check the locations of accessible tram stops on any route. Please remember, not all routes are serviced by low floor trams.
PTV mobile and online tools Public Transport Victoria has a range of handy mobile and online tools available to help you access public transport information. For details visit ptv.vic.gov.au and click on Customer information tools.
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Accessible stops People using most types of mobility aids can board low floor trams at level access tram stops. These stops are also known as accessible stops or platform stops. It is best to check before you travel whether there is an accessible stop at the origin and destination of your intended tram journey. A full list of accessible stops is available online at yarratrams.com.au
Low floor trams Depending upon operational availability, we aim to run every service on Routes 96 and 109 with a low floor tram. Routes 5, 6, 8, 48, 16 and 72 are partly serviced by low floor trams. You can use tramTRACKERÂŽ to find the predicted arrival time of the next three low floor vehicles at your stop. For more information please visit yarratrams.com.au
High floor trams For people with special needs, priority seats are located near the doors closest to the driver’s cabin. The location of the priority seats makes it easier to speak to the driver and get on and off the tram. Remember, only speak to the driver when the tram is stopped. High floor trams have steps, so they are unsuitable for wheelchairs or scooters.
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Travelling with a valid ticket
Where to buy your ticket
To make your journey easier, it’s a good idea to buy your public transport ticket before you travel.
myki
Melbourne has moved to a new smartcard ticketing system called myki which can be purchased at many convenient locations. Once you have your myki, simply top up, touch on, and travel.
• • • • •
Online at myki.com.au Phone 1800 800 007 At staffed train stations PTV Hub at Southern Cross Station myki machines at all metropolitan train stations, some accessible tram stops and bus interchanges (full fare only) • Almost 800 retail outlets, including all 7-Eleven stores, where you see the myki sign.
Correct at the time of printing. Please visit myki.com.au for the latest information.
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Scooter and Wheelchair Travel Pass
Access 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 Access Travel Pass is issued by Public Transport Victoria.
The Scooter and Wheelchair Travel Pass is issued by Public Transport Victoria and comes in the form of a myki smart card. For more details and the application form, visit ptv.vic.gov.au, call 1800 800 007 or visit the PTV Hub at Southern Cross Station.
It is for people with a significant permanent disability who travel independently on Victoria’s public transport network and can demonstrate that due to their disability they cannot use the ticketing system. The Access Travel Pass entitles 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 Hub at Southern Cross Station.
Support services For 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 Station 8am–8pm (Sunday to Thursday) 8am–10pm (Friday and Saturday) –– Southern Cross Station 7am–10pm daily –– Bourke Street (City Village) 9am–5pm (Monday to Friday) • Red Cross Patient 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 Pass The Assistance Animal Pass has been developed to help people with an ongoing disability (including issues relating 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 effects of their disability. For more information contact Public Transport Victoria on 1800 800 007 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 visuallyimpaired people • Guide dogs in training • Hearing dogs trained to help deaf or hearingimpaired people
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 entitle the cardholder to concession or free travel (passengers with accessibility difficulties may be eligible to apply for free travel passes). Please remember that you must carry your pass or proof of your concession entitlement whenever using Melbourne’s public transport network.
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At the tram stop
Passenger Information Display (PID) showing tram arrival times
Shelter with priority seating
Tram flag Unique tramTRACKER速 ID number Timetable and service change notices
Route number and destination display
Tactile strip indicating safe distance from platform edge
Brighton Rd & Chapel St Route 78
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.
Prahran to North Richmond (first tram to approx. 7pm)
Monday to Friday
AM 5 6 7 8 9 10 11 PM 12 1 2 3 4 5 6 7 8 9 10 11 AM 12 1
14 14 05 05 03 03 03
34 34 15 15 15 15 15
54 52 25 27 27 27 27
35 39 39 39 39
45 51 51 51 51
55
03 15 27 39 50 02 14 26 38 50 02 14 26 38 50 02 14 26 38 50 02 14 26 38 50m 51F 02m 03F 14m 15F 26m 27F 38m 39F 50m 51F 02 22 42 04
Saturday
AM 5 15 35 55 6 15 32 47 7 02 17 32 47 8 02 17 32 47 9 02 17 32 47 10 02 15 29 44 59 11 14 29 44 59 PM 12 14 29 44 59 1 13 28 43 59 2 14 29 44 59 3 14 29 44 59 4 14 30 45 5 00 15 30 45 6 02 22 42 7 01 21 8 9 10 11 AM 12 1 m Only on Monday to Thursday F Only on Friday
Sunday
AM 5 6 7 8 9 10 11 PM 12 1 2 3 4 5 6 7 8 9 10 11 AM 12 1
28 26 26 16 11
58 55 57 30 26
08 07 07 08 07 07 13 02
23 22 22 23 22 22 34
44 40
57 54
37 38 38 37 37 37
52 52 53 52 52 53
Public Transport Information For train, tram and bus information, customer feedback, lost property or to report graffiti:
Call 1800 800 007 (6am–midnight daily) or visit ptv.vic.gov.au twitter: @yarratrams
These times are subject to road and traffic conditions. Printed April 2012
4036
tramTRACKER® Stop ID
YAR 7853 05/12 Effective 22 April 2012 Printed April 2012. Printed on recycled paper. Please dispose of this brochure thoughtfully.
Routes 55, 57 and 67
XXXXX Street Stop X Stop 36
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 find a timetable at every stop. Details of planned service changes are posted at all affected stops in the timetable display case. The tram network has more than 360 level access stops, many of which feature shelter, priority seating and allocated spaces for wheelchairs. Approximately 150 stops have Passenger Information Displays (PIDs) which show the predicted arrival time and destination of the next services. Some CBD platform stops have customer service staff 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 destination display. For safety and to enhance visibility, the doors on our trams have been painted yellow. On low floor trams, a warning tone sounds when the doors are about to close. 18
Audio button to provide tram arrival information
Passengers with vision impairment Stops with Passenger Information Displays (PIDs) also provide tram arrival information for passengers with vision impairment via an audio button. In addition, platform stops have a tactile strip along their length indicating the safe distance from the platform edge.
Mind the gap Please be aware of the gap between the platform stop and the tram. The gap can vary in size, due to the specifications of some of the older platform 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 difference when navigating gaps. Wheelchairs and scooters with larger wheels can cross larger gaps than those with small wheels. You may wish to consider this when next selecting a mobility aid. 19
Priority seats All trams have priority seats near the driver for people with special needs. In low floor trams, step-free priority seating is also provided inside the door marked with the wheelchair symbol. From priority seats it is easy to validate your ticket and reach the stop request buttons. Priority Seats
Please consider people with special needs
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.
If you are in a wheelchair or scooter please get on and off low floor trams through the centre door marked with the wheelchair and pram symbols. These trams have one allocated space for passengers using mobility aids.
It is important to hold on at all times, because trams sometimes need to stop suddenly.
Priority areas – Look for bright orange Yarra Trams is introducing bright orange fabric for priority seats.
Client Name > Project Name >
Yarra Trams YAR 6999 Door Decal > Accessibility
Stage > This Visual >
Draft #3 Movement
Date drawn > Drawn by >
27 June 2011 S. Piening
© Copyright Millimetre 2010
On low floor trams, a bright orange floor marking will indicate the priority area for wheelchairs, scooters and prams.
Low floor trams also make travel easier for people with prams or luggage, but please do not block the aisles or the doorways.
This colour coding is being introduced following a successful trial. (Coming soon)
Low floor trams and mobility aids
Floor marking 20
Melbourne has three kinds of low floor trams: • Citadis • Combino • Bumblebee
Seat fabric 21
Citadis Citadis trams have a four digit identification number that starts with 30 (3001 – 3036). They have three sections 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 button to alert the driver that you need to get off at the next stop. The bridging plate should be extended to help minimise the gap between the tram and the platform stop.
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Combino There are two models of Combino tram with either three or five sections. Those with three sections have a tram identification number starting with 35 (3501 – 3538). The longer five-section Combino trams have identification numbers starting with 50 (5001 – 5021). Combino trams have doors that close automatically after a set time. If you think you might need extra time to get off, press the blue button to alert the driver on approach to your stop. This blue button, located between the priority seats, gives you extra time to exit the tram through the doors labelled with the blue wheelchair symbol.
3 Priority fold away seats
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Bumblebee There are five distinctive bright yellow Bumblebee trams operating on Route 96. These trams have fixed bridging plates which minimise the gap between the tram and platform stops. Please press any stop request button to alert the driver that you wish to get off at the next stop.
3 Priority seats
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Support for accessibility groups Yarra Trams works with accessibility groups and rehabilitation 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. Participants are able to practice boarding and alighting different tram types, find where priority areas are located and become familiar with the extra assistance features available on board trams. The groups foster confidence in using trams as part of everyday life. Check with your accessibility support group or rehabilitation provider if they are part of the program. If you provide support or rehabilitation services and feel these groups may benefit your clients, please contact Yarra Trams Customer Feedback on 1800 800 007 (6am–midnight daily).
Need some help? If you are visually impaired, please tell the tram driver your intended destination 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 automatic stop announcements.
Tips for parents with prams or strollers Client Name > Project Name >
Signage at stops, route maps and brochures will help you to find out where you are along your journey. Yarra Trams customer service staff including Authorised Officers 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
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Yarra Trams YAR 6999 Door Decal > Accessibility
Stage > This Visual >
Draft #3 Movement
• Ensure your baby or toddler is safely restrained in the pram Date drawn > Drawn by >
27 June 2011 S. Piening
© Copyright Millimetre 2010
Using trams with steps: • When lifting your pram up the steps, keep it as level as possible • If you are by yourself, ask your fellow passengers for assistance • when waiting at the tram stop, please keep your pram behind the tactile strip or the safety line • Before purchasing a pram or stroller, please consider its width as some are too wide to fit through tram doorways 29
Safety recap • At the tram stop, stand behind the tactile strip or the safety line. • Mind the gap between the tram and the platform stop when getting on and off. • If all priority seating is occupied, make your way to the nearest available seat as quickly as possible. • If you are not seated, hold on tight to a safety handle or pole during your journey. Trams sometimes 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 off your electrical device, position yourself near the side grab rails and fasten your seatbelt. • Take care when getting on and off 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 times. • In the case of a disruption or emergency, please seek assistance from a Yarra Trams employee.
Your journey continues At platform stops, signage indicates the direction of nearby bus stops and train stations to help you continue 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 floor buses. For more information on connectivity 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, suggestions or concerns, please call our feedback team or use our online feedback form and we will investigate 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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Yarra Trams Customer Feedback, lost property or to report graffiti 1800 800 007 (6am–midnight daily) yarratrams.com.au
YAR 12014 01/13 Printed on recycled paper. Please dispose of this booklet thoughtfully.
For train, tram and bus information Call 1800 800 007 (6am–midnight daily) or visit ptv.vic.gov.au