At Yarra Trams, we’re constantly striving to provide a network that is inclusive and accessible for all. We work with the Victorian Government and accessibility reference groups to make traveling on Melbourne trams easier, safer and more accessible.
Access for mobility aid users
At present, not all trams or stops are accessible for people with mobility aids. However, mobility aid users can safely use our services by boarding low floor trams from level access stops.
Routes 11, 19, 96 and 109 are serviced by low floor trams and some stops provide level access (Note: high floor trams may be used during unforeseen circumstances, such as accidents or maintenance requirements). Routes 5, 6, 16, 48, 58, 72 and 86 are serviced by a mix of low floor and high floor trams. It is important that you plan your journey to ensure that both the stop you want to get on and the stop you want to get off at are level access stops.
Find accessible stops and low floor trams on your route.
Tip: Board low floor trams through the doors with the accessibility symbol. This gives you direct access to an area allocated for mobility aid users. The area is marked by the accessibility symbol on the floor.
When you wish to get off the tram, press the stop request button with the accessibility symbol. This lets the driver know you’re getting off and that you may require the doors to stay open longer.
Accessibility Action Plan
We’re committed to providing an accessible and socially inclusive tram network for Melbourne. Our vision for how to create it is detailed in the Yarra Trams Accessibility Action Plan 2019 to 2022. You can also access the plan in Easy English.
Yarra Trams is working towards greater accessibility for the benefit of everyone. However, we do not have authority to make changes to the tram network.
While we’re responsible for providing day-to-day tram services, Transport for Victoria and Public Transport Victoria handle the planning and development of the public transport system. And it’s Transport for Victoria that is responsible for approving and funding accessibility improvements to the tram network, including tram stop upgrades and buying new low floor trams.
By working with these organisations, and advocating on behalf of our passengers, we’re helping to create a tram network that’s accessible to all.
Accessible journey information
To access timetable and travel information call PTV on 1800 800 007 or the National Relay Service on 03 9619 2727. To access next tram arrival information via tramTRACKER download the app, click on the link here (http://www.yarratrams.com.au/tramtracker/), or call 1300 MY TRAM (1300 698 726).
Find accessible stops and low floor trams on your route.
Assistance animals welcome
Passengers can travel on our trams, and on all public transport, with their trained assistance animal. Assistance animals include guide dogs, guide dogs in training, hearing guide dogs, and other animals identified by an Assistance Animal Pass.
Read more and apply for an Assistance Animal Pass.
We believe that everyone has the right to communicate, regardless of how they get their message across. Yarra Trams has been accredited with the Communication Access Symbol (Scope Aust.). This means our staff are trained to assist people with communication difficulties to get their message across when using the tram network. It also means that there are tools available to assist passengers to communicate.
Download or print the communication boards here.
Download or print the message cards here.
Customer service assistance
Our customer service employees can answer your questions about tram services and local landmarks. They can also help you catch the right tram from the right stop. You’ll find them at these major stops in the CBD:
- Stop 13 Flinders Street Station (on Swanston Street at Flinders Street)
- Stop 5 Flinders Street Station (on Flinders Street at Swanston Street)
- Stop 6 Town Hall (on Collins Street at Swanston Street)
- Stop 1 Southern Cross Station, Spencer Street (on Bourke Street at Spencer Street)
- Stop 1 Southern Cross Station, Spencer Street (on Collins Street at Spencer Street)
- Stop 5 Bourke Street Mall (on Bourke Street at Elizabeth Street)
- Stop 6 Swanston Street (on Bourke Street at Swanston Street)
- Stop 5 Melbourne Central Station (on Elizabeth Street at La Trobe Street)
- Stop 8 Melbourne Central Station (on Swanston Street at La Trobe Street)
You can also ask tram drivers for assistance. Please note that drivers can only speak to passengers when it’s safe to do so, such as when the tram is stationary.
Around 75% of our trams are now fitted with a Vehicle Passenger Information System (VPIS), which provides automated next stop announcements, details of connecting services, and information during service disruptions.
If you board a tram without a VPIS, you can ask the driver to announce your stop. Please note that drivers can only speak with passengers when it’s safe to do so, such as when the tram is stationary.
We want to hear about your tram travel experiences. Your feedback gives us the opportunity to hear your views, learn from your experiences, and improve our services. Submit your feedback.
All of our trams have priority seating for passengers who require extra support when travelling. Upon request these seats must be vacated for seniors, pregnant women, or passengers with an injury, illness or vision impairment. Priority seats are orange with signage above showing who the seats are intended for. If no seat is available please ensure you hold on at all times as drivers may need to brake suddenly.
Travellers Aid services
Travellers Aid provides services including mobility equipment hire, accessible toilets, and companion and disability services. They have two CBD locations, one at Flinders Street Station and the other at Southern Cross Station.