Accessibility

Regular Tram Operations

Routes 11, 19, 30, 96, and 109 are operated by low-floor trams.
Sometimes if something unexpected happens we may need to substitute a low-floor tram with a high-floor tram.

Routes 5, 6, 16, 48, 58, 72, and 86 are operated by a mix of low-floor and high-floor trams.

Routes 1, 3, 12, 35, 57, 59, 64, 67, 70, 75, 78, and 82 are operated by high-floor trams.

Special Events and Planned Tram Works

During special events like the Australian Open Tennis, the Australian Grand Prix, the Melbourne International Flower and Garden Show, the St Kilda Festival, and others, tram services may be changed. Planned Tram Works may also have disruptions to tram services. This includes changes to the type of tram that may operate a tram route.

Service change information is available 4 weeks before the the date of the Special Event or when the tram works start. You can access this information on the Service Changes page on the Yarra Trams Website, and by contacting PTV.

These videos are designed to provide information on the different accessibility features you may find useful on your journey.

Planning your journey

At the tram stop

Onboard trams

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.

Download or print the message cards.

Here are some of our teams that are able to assist you during your journey.

Customer Service Employees (CSEs)

Yarra Trams has a team of Customer Service Employees (CSEs) who can help and 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 Melbourne city:

• Stop 13 Flinders Street Station (on Swanston Street at Flinders Street across from Federation Square)
• 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)

The Customer Service Employee team are also at tram stops during special events and some service disruptions, helping with information, crowd management, and the efficient movement of trams.

Tram Drivers

You can 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 not moving or at a tram stop.

Authorised Officers

Authorised Officers (AOs) travel on trams and visit tram stops doing things like checking passenger have valid myki and travel passes when travelling by tram, and help to create a safe and friendly environment for passengers.
Our AO team also help during special events and disruptions with travel information and customer service.

Network Security Officers

Introduced in 2023, the Network Security Team (NST) travel around the network and visit known anti-social behaviour hotspots to respond to incidents when they occur and provide extra presence and security.
Wearing a distinctive orange hi-visibility vest as part of their uniform, these NST officers have experience with conflict resolution, dynamic risk assessment, mental health support and first-aid and are specially trained to make sure you feel safe and supported when travelling.

Yarra Trams is a proud participant in the Hidden Disabilities Sunflower program.

The Hidden Disabilities Sunflower helps to support and raise awareness of those living with a hidden disability. By wearing a lanyard or a wristband bearing the sunflower logo, people with hidden disability can discretely let others know that they may require additional support, assistance, or a bit more time. Our Customer Service Staff and Authorised Officers are trained to recognise the Hidden Disability Sunflower, and to offer assistance, if required. Our team members also wear the ‘I Support The Sunflower’ badge as a way of letting others know that they can help if it’s needed.

To find out more about the Hidden Disabilities Sunflower, and to order a Hidden Disabilities Sunflower lanyard or wrist band, visit www.hiddendisabilitiesshop.com.au.

Check out this video to discover the Hidden Disabilities Sunflower:

NaviLens is an innovative new system that provides an alternative method of providing real-time tram travel information.

Passengers with low vision or who are blind can receive tram information in an audible and plain text format on their smartphone.  NaviLens is useful for people who may not be able to read, or need information in a different language.

For more information, visit the Yarra Trams NaviLens webpage by selecting this link.

All trams, except the Z-class tram* have an automatic Vehicle Passenger Information System. This system gives an audio announcement using the public-address system in the tram. The announcement can include details about:

• The next tram stop.
• Transport connections at the next stop.
• If the next stop is the last level-access stop on the route (accessible stop).
• Planned service changes for tram works or special events.

The Tram Driver and our Operations Centre can also make announcements on all trams. These announcements might be safety announcements, or about an unplanned disruption on the tram route.

To know when your stop is coming up, you can ask the Tram Driver to make an announcement for you. Remember, the Tram Driver can only speak with passengers when it is safe to do so, like when the tram is stopped.

* The Z-class trams routinely operate along routes 1, 3, 5, 6, 16, 57, 58, 59, 64, 67, 72, 78, and 82.

Priority seats

Priority Seats on Trams

Priority seats on trams are covered in orange fabric and are usually located close to the doors.
There is a priority seating sign above the designated seats.

Priority Seats at Tram Stops

Some tram stops have priority seats. These seats are identified by a sign above the designated seat.

Allocated Spaces

Some tram stops and low-floor trams have allocated spaces for passengers using wheelchairs or mobility aids.

Allocated Spaces on Trams

The area is marked with a wheelchair symbol on the floor. Doors nearest to the allocated space are marked with the accessibility symbol on the outside of the tram.

Allocated Spaces at Tram Stops

Tram stops with a shelter will have an area as an allocated space for wheelchairs or mobility aids. These are identified with an accessibility symbol on the shelter wall above the allocated space, or with a sign identifying the space as an allocated space or an accessibility area.

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.

Currently, not all trams or stops are easy to access for people using mobility aids or prams. However, you can safely use our services by boarding and getting off low-floor trams at level access stops.

Here is how you can plan for and safely travel by tram when using a mobility aid or pram.

Planning your trip when travelling with a mobility aid or pram

Plan your trip to make sure that both your starting and ending tram stops are level access, and that your tram is a low-floor tram. Use these tools and resources to help with your journey planning:

• Public Transport Victoria (PTV)
  • The PTV Journey Planner on the PTV website or the PTV app
  • The PTV Call Centre on 1800-800-007.
• Yarra Trams Route Guides on the Yarra Trams website
• tramTRACKER

Travelling by tram with a mobility aid or pram

Boarding the tram

When boarding the tram, use the accessible doors marked with an Accessibility symbol (this is known as the "blue wheelchair symbol"). These doors lead to a space inside the tram reserved for mobility aid users and can also be used by people with prams. This area is marked with the Accessibility symbol on the floor.

Alighting the tram

Let the driver know you want to get off the tram at the next stop by using the Stop Request Button marked with the blue Accessibility symbol. These are located in the space reserved for mobility devices. This button will let the driver know you want to get off at the next stop, and you may need the doors to stay open longer. When you do alight the tram, use the doors that are marked with the Accessibility symbol.

Assistance animals are welcome!  Passengers can travel on trams and on all public transport with their trained (or in training) assistance animal. Assistance animals include guide dogs and seeing eye dogs, hearing guide dogs, and other animals identified by an Assistance Animal Pass.

All public transport services throughout Victoria provide free travel for these assistance animals.

To be sure that you can travel on trams with your assistance animal, read more and apply for an Assistance Animal Pass.

Pets may travel on trams as long as they are in a suitable animal container. Check information about travelling with pets..

Prepare for your accessible journey with these visual stories.

• Using the Yarra Trams website.
• Using the tramTRACKER app
• Getting my tram ticket.
• All about tram stops.
• Helpful things on my tram.
• Changes to my tram.
• Telling Yarra Trams about my trip.

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.

You can give your feedback by:

• Using the online form on the Yarra Trams website.
• Contacting PTV through their feedback channels.

You can contact us my phone, e-mail, or by using an online form to let us know if you have lost something, or if you have found something.

Our Lost Property page has the information you can use to contact us.

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 2024 to 2027.

This action plan is available in an Easy English version.

We have produced a Braille version the action plan. The Braille version is available in hardcopy. Contact the PTV Call Centre for them to arrange one to be sent to you.

Yarra Trams is working towards greater accessibility for the benefit of everyone. We are responsible for providing the tram services, but we do not have authority to make changes to the tram network.

Transport for Victoria and Public Transport Victoria (PTV) are responsible for the planning and development of the public transport system. Transport for Victoria 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.

We value the voices of people with disability and we listen closely in order to make real and sustainable change for fair and equitable access to our tram network.

Our Accessibility Reference Group (ARG) was formed in 2013 and consists of advocates with diverse access and inclusion experience from a broad range of organisations that represent and support people with disability.

In 2024 we expanded the membership of the ARG to include people with disability and lived experience of tram travel.

The ARG was instrumental in the development of our Accessibility Action Plan and also provide valuable insight across programs and initiatives to improve the accessibility of the network. Some recent programs of work the ARG were involved are:

• La Trobe Street corridor tram stop development.
• NaviLens.
• Tram stops as part of the Metro Tunnel Project (ANZAC Station, Domain Road, and Parkville).
• The Next Generation Tram (NGT).

Get Back On Board

Get Back on Board is a program that Yarra Trams has for people with disability and accessibility needs who want to increase  their confidence when using trams. People who have participated in this program are people who are new to tram travel, and also those who are wanting to return to tram travel.

Contact the PTV Call Centre to arrange a chat with a member of the Yarra Trams Accessibility Team.

Try Before You Ride

Try Before You Ride is part of our community outreach that encourages people with a disability and accessibility needs the opportunity to come a try all of the accessible features on our trams.  This event is held each year.

In May 2023 a tram-focussed event was held at St Kilda in Acland Street. Here we partnered with the AFL to engage with footy fans to show them how easy it is the catch the tram to the footy.

In May 2024 we joined Metro Train, V/Line and bus and taxi operators at a showcase event at Southern Cross Station. Attendees were invited to take a tram trip with one of our team and learn about the accessibility features of our trams and our city tram stops.

Try Before You Ride is a program hosted by public transport providers throughout Victoria. Check here for more information about these events.

The Victorian Government is investing $1.85 Billion in 100 Next Generation Trams, and a new tram maintenance and stabling facility in Melbourne's west.

Information about this project is available on the Victorian Government's Next Generation Tram website.