Latest service changes
Animals, bikes, surfboards and prams
Using trams in Melbourne summer
Heating on trams in Melbourne winter
Using accessible stops
Making your accessible journey
For our new users
City Circle Tram
On-the-spot Penalty Fares
Driving with trams
Facts & figures
International Customer Service Standards
Trams in Melbourne
Customer Charter and codes
Social media at Yarra Trams
Working around Yarra Trams infrastructure
Melbourne Art Trams
The E-Class tram has arrived on Route 86
Tram travel in extreme weather
Filming and photography
As part of our Accessibility Action Plan, Yarra Trams is
committed to increasing its engagement with the community. This
will enable us to share Yarra Trams' achievements and identify and
discuss accessibility opportunities. To help us achieve this,
Yarra Trams held its first update meeting with stakeholders on
Thursday 27 February 2014.
Organisations including Blind Citizens Australia, Vision
Australia, Guide Dogs Victoria, Scope, Victorian Council Of Social
Service, Public Transport Ombudsman and Victorian Equal Opportunity
and Human Rights Commission were in attendance.
More accessible trams
More accessible stops
More accessible information
Improved stakeholder engagement
Customer Service Standards
New Customer Service Standards have been developed
for Yarra Trams customer service employees (CSEs). The standards
are based on world's best practices and encompass all aspects of
the CSE's role, from travelling to work, to giving direct
assistance to passengers with special needs. All CSEs have been
trained in the new standards. Authorised officers and new
tram drivers will also be trained in the customer service standards
for when they perform customer service duties during major events
such as the Australian Open and Grand Prix.
To help monitor the standards, a mystery shopper
program will begin in May 2014.
Customer Service Standards for authorised officers are
currently being developed, and we anticipate training to begin in
Other training and disability awareness highlights:
Improved information during disruptions
With the help of our dedicated passenger information team,
Yarra Trams is communicating both planned and unplanned disruptions
to passengers in more ways than ever before. Onboard
announcements, website content, tramTRACKER updates (via smartphone
application and passenger information displays at stops) and Twitter
updates are made during unplanned disruptions between 7am and 11pm
seven days a week.
To assist our reaction to disruptions, a diversions book
is being developed for use by operations centre employees.
The book contains information on the three main diversions that
each route is likely to take. This allows operations centre
controllers to broadcast a diversion number which employees can
view in the book, reducing the amount of time to begin
communicating service changes to passengers.
Planned disruptions are communicated to passengers through
passenger bulletins (online and at stops), disruption signage at
affected stops, on board announcements, tramTRACKER, and newspaper
ads for major construction works.
Improved accessibility information
Meet the Managers
Meet the Managers is a recurring event that Yarra Trams
has run since the beginning of the Franchise in 2009. It
gives passengers the opportunity to meet managers from the company
and to share ideas for the continued revitalisation of Melbourne's
Four times a year managers from various areas
from Yarra Trams answer questions from passengers at selected
accessible tram stops for approximately two hours. Coffee and
muffins are provided for passengers who give feedback.
The last session was held at the new accessible stop in
Elizabeth Street at La Trobe Street on Friday 7 March. A
steady flow of passengers kept our managers busy, with mainly
positive feedback being received. Negative feedback was
generally about overcrowding on Elizabeth Street
To coincide with International Day of People with a
Disability, Yarra Trams hosted its first Accessibility Week from
Monday 2 to Friday 6 December 2013.
The week started with a visit from accessibility and
rehabilitation groups to Southbank Depot.
On Tuesday, the International Day of People with a
Disability, we were part of the Disability Sport and Recreation
Festival at Federation Square. Yarra Trams has been a proud
supporter of DSR events since 2005.
Wednesday saw our first Accessible Transport Race, with
teams of Yarra Trams employees racing against representatives of
DSR while simulating conditions faced by passengers with
On Wednesday one of the highlights of the week was
representatives from disability groups assisting Yarra Trams'
executive team as they simulated disabilities while travelling on
public transport. The exercise gave our executives the chance
to experience first-hand what it is like travelling with a
disability. It was also an opportunity for disability group
representatives to discuss the key accessibility issues on
Melbourne's tram network with our most senior employees.
At Caulfield Hospital a mock tram is used for
rehabilitation sessions, and it was relaunched on Thursday after
being reconditioned and repainted.
The week finished up with the release of Yarra Trams
updated Accessibility DVD. For a copy of the DVD, please call
Yarra Trams Customer Feedback on 1800 800 007 (6am-midnight
Access to public transport services - on trams
Improve the customer experience
The retrofitting of approximately 30 accessible tram stops
will occur this year. These stops were built to old client
design requirements and have a larger boarding gap that can be
difficult to manoeuvre. The first two stops were retrofitted
in December 2013, with the remaining stops scheduled to be
completed by the end of 2014.
As the new E Class trams are introduced, larger trams will
be put on other routes where patronage and demand for larger trams
is the greatest. The first route to receive the larger trams
is Route 19 which now has two D Class trams operating. Our
aim is to have Route 19 fully serviced by low-floor trams within
Improved waiting environment at stops