Yarra Trams Accessibility Guide - 2012 by Yarra Trams

Revised July 2012

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 350 level access stops with more set to open in coming months. tith 50 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 800 007 (6am–midnight daily) or speak to one of our Customer Service team out on the network.

Table of contents Before you travel

Mobility guide

tramTRACKER®

PTV iPhone applicaƟon

Accessible stops

>ow Ňoor trams

,igh Ňoor trams Travelling with a valid Ɵcket

9 10

Where to buy your Ɵcket

Scooter and Wheelchair Travel Pass

Access Travel Pass

Support services

Assistance Animal Pass

Companion Card

At the tram stop

Passengers with vision impairment

Mind the gap

On board

Priority areas – look for bright orange

Priority seats

>ow Ňoor trams and mobility aids

Citadis

Combino

Bumblebee

Need some help?

Support for accessibility groups

Tips for parents with prams or strollers

Safety recap

Your journey conƟnues

Before you travel Taking the Ɵme 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: ͻ You can use the journey planner online at ptv.vic.gov.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 realͲƟme tram arrival informaƟon. It’s available free on your iPhone or online at yarratrams.com.au ͻ Call 1800 800 007 for train, tram and bus informaƟon between 6am and midnight daily or visit ptv.vic.gov.au ͻ Visit the PTV Hub 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 PTV Hub is closed Sundays and public holidays. ͻ Visit the PTV Hub or PTV Hub myki Centre at Southern Cross StaƟon͖ 6.30am–ϴ.30pm daily except Christmas Day. ͻ Ask our customer service employees at major CBD 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 ptv.vic.gov.au and click on Accessible transport/Mobility aids.

tramTRACKER® tramTRACKER® provides realͲƟme 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 when to expect the next three low Ňoor and air condiƟoned 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 locaƟons of accessible tram stops on any route. Please remember, not all routes are serviced by low Ňoor 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 informaƟon. For details visit ptv.vic.gov.au and click on Customer ŝŶĨŽƌŵĂƟŽŶ ƚŽŽůƐ͘

Accessible stops People using most types of mobility aids can board low Ňoor trams at level access tram stops. These stops are also known as accessible stops or plaƞorm stops. It is best to check before you travel whether there is an accessible 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 Depending upon operaƟonal availability, we aim to run every service on Routes 96 and 109 with a low Ňoor tram. Routes 5, 6, ϴ, 4ϴ, 16 and 72 are partly serviced by low Ňoor trams. You can use tramTRACKER® to Įnd the predicted arrival Ɵme of the next three low Ňoor vehicles at your stop. For more informaƟon please visit yarratrams.com.au

,igh Ňoor trams For people with special needs, priority seats are located near the doors closest to the driver’s cabin. The locaƟon of the priority seats makes it easier to speak to the driver and get on and oī the tram. Remember, only speak to the driver when the tram is stopped. High Ňoor trams have steps, so they are unsuitable for wheelchairs or scooters.

Travelling ǁith a valid ƟcŬet To maŬe your ũourney easier͕ you can purchase your public transport ƟcŬet before you travel. Melbourne is currently maŬing the transiƟon to a smartcard ƟcŬeƟng system called myŬi. Once you have your myŬi͕ simply top up͕ touch on and travel.

there to buy your ƟcŬet myki ͻ ͻ ͻ ͻ

Online at myŬi.com.au Phone 1800 800 007 At staīed train staƟons PTV Hub at the Melbourne Town Hall on the corner of Swanston Street and >iƩle Collins Street, Melbourne ͻ PTV Hubͬmyki Centre at Southern Cross StaƟon ͻ myki machines at all metropolitan train staƟons, some accessible tram stops and bus interchanges (full fare only) ͻ Around ϴ00 retail outlets, including all 7ͲEleven stores, where you see the myki sign.

Metcard ͻ At staīed train staƟons ͻ From bus drivers ͻ CoinͲonly Ɵcket machines on board d trams t DĞƚĐĂƌĚ ;ƉĂƉĞƌ ƟĐŬĞƚƐͿ ǁŝůů ďĞ ǁŝƚŚĚƌĂǁŶ ĨƌŽŵ ƐĂůĞ ŝŶ ůĂƚĞ ϮϬϭϮ͘

Correct at the Ɵme of prinƟng. Please visit myŬi.com.au for the latest informaƟon. 10

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 the PTV Pass Oĸce.

The Scooter and Wheelchair Travel Pass is issued by the PTV Pass Oĸce and comes in the form of a myki smart card. For more details and the applicaƟon form, visit ptv.vic.gov.au, call 1800 800 007 or visit the PTV Pass Oĸce at Southern Cross StaƟon.

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 ptv.vic.gov.au, call 1800 800 007 or visit the PTV 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 – Phone 9654 2600 – Flinders Street StaƟon ϴam–ϴpm (Sunday to Thursday) ϴam–10pm (Friday and Saturday) – Southern Cross StaƟon 7am–10pm daily – Bourke Street (City Village) 9am–5pm (Monday to Friday) ͻ Red Cross PaƟent Transport Service – Phone 8327 7853 or 8327 7868 ͻ TTY facility (for people with a speech or hearing impairment) Phone 9619 2727

Assistance Animal Pass The Assistance Animal Pass has been developed to help people with an ongoing disability (including issues relaƟng 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 eīects of their disability. For more informaƟon contact the PTV Pass Oĸce 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: ͻ Guide dogs trained to help blind or visuallyimpaired people ͻ Guide dogs in training ͻ 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 enƟtle the cardholder to concession or free travel (passengers with accessibility diĸculƟes may be eligible to apply for free travel passes). Please remember that you must carry your pass or proof of your concession enƟtlement whenever using Melbourne’s public transport network.

At the tram stop

Passenger InformaƟon Display (PID) showing tram arrival Ɵmes

Shelter with priority seaƟng

Tram Ňag Unique tramTRACKER® ID number Timetable and service change noƟces

Route number and desƟnaƟon display

TacƟle strip indicaƟng safe distance from plaƞorm 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: x Stop 11 Queensberry and Peel Streets x Stop 10 Victoria and Peel Streets x Stop 9 Queen Victoria Market in Peel Street x 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

x x x x x x

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

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 &or train͕ tram and bus informaƟon͕ customer feedbacŬ͕ lost property or to report graĸƟ͗

Call 1800 800 007 (6am–midnight daily) or visit ptv.vic.gov.au twiƩer͗ Λyarratrams

These Ɵmes are subject to road and traĸc condiƟons. Printed April 2012

4036

tramTRACKER® Stop ID

YAR 7853 05/12 EīecƟve 22 April 2012 Printed April 2012. Printed on recycled paper. Please dispose of this brochure thoughƞully.

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 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 350 level access 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. 1ϴ

ƵĚŝŽ ďƵƩŽŶ ƚŽ ƉƌŽǀŝĚĞ ƚƌĂŵ ĂƌƌŝǀĂů ŝŶĨŽƌŵĂƟŽŶ

Passengers with vision impairment Stops with Passenger InformaƟon Displays (PIDs) also provide tram arrival informaƟon for passengers with vision impairment 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

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. 7YPVYP[` :LH[Z

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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.

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.

It is important to hold on at all Ɵmes, because trams someƟmes need to stop suddenly.

Priority areas – >ooŬ 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.

>ow Ňoor 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 in 2011.

>ow Ňoor trams and mobility aids

Floor marking 20

Melbourne has three kinds of low Ňoor trams: ͻ Citadis ͻ Combino ͻ Bumblebee

Seat fabric 21

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 blue 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.

3 Priority fold away seats

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.

3 Priority seats

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.

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 to Įnd out 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 800 007 (6am-midnight daily). A downloadable version of this guide and the companion accessibility video are available online at yarratrams.com.au

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 800 007 (6am–midnight daily).

Tips for parents with prams or strollers ͻ Ensure your baby or toddler is safely restrained in the pram

Using trams with steps: ͻ When liŌing your pram up the steps, keep it as level as possible ͻ If you are by yourself, ask your fellow passengers for assistance ͻ when waiƟng at the tram stop, please keep your pram behind the tacƟle strip or the safety line ͻ Before purchasing a pram or stroller, please consider its width as some are too wide to Įt through tram doorways 29

Safety recap ͻ At the tram stop, stand behind the tacƟle strip or 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.

zour ũourney 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 from the front carriage. Many bus services operate with low Ňoor buses. For more informaƟon on connecƟvity 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, 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 800 007 (6am–midnight daily) or visit yarratrams.com.au

Yarra Trams Customer Feedback, lost property or to report graĸƟ 1800 800 007 (6am–midnight daily) yarratrams.com.au

YAR 7983 07/12 Printed on recycled paper. Please dispose of this booklet thoughƞully.

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