Customers with disabilities

We consult regularly with the Public Transport Access Committee (PTAC) to understand how we can provide a better service for customers with special needs.

 

We have a comprehensive action plan to improve access, information and facilities for people with special needs, in accordance with the Disability Discrimination Act.

 

Accessible transport across Victoria

 

Public transport services in Victoria are progressively being made accessible to people with disabilities, to comply with the provisions of the Commonwealth Government’s Disability Discrimination Act (1992) and the Victorian Government’s Disability Standards for Accessible Public Transport (2002).

 

All metropolitan and most V/Line trains are wheelchair accessible, along with most metropolitan and V/Line stations.

 

New trams and buses are being delivered with low floors for easy access, while an increasing number of tram stops in the Melbourne CBD and elsewhere on the tram network are being made into accessible stops.

 

Wheelchair access

All V/Line stations are wheelchair accessible. All trains are accessible via a portable wheelchair ramp deployed by the conductor on request. Space for passengers with disabilities on trains may be limited and passengers may be restricted to particular parts of the train.

 

Conductors and station staff are available on request to further assist passengers.

 

Wheelchair accessible toilets are available on all Sprinter and VLocity railcars, while limited accessible toilet facilities are available on locomotive-hauled services.

 

Some V/Line coach services are wheelchair accessible.

 

Passengers with disabilities should phone 136 196 for information on which services are most suitable for their needs.

Bookings for passengers using wheelchairs or scooters on V/Line rail and coach services are required at least 24 hours in advance.

 

Companion Card

V/Line accepts the Companion Card, which offers free travel for companions and carers when they travel with eligible card holders.

 

A companion card does not entitle the cardholder to concession fares or free travel – the cardholder must have a valid ticket or Free Travel Pass. The Companion Card holder may be accompanied by any number of carers/companions, but only one of these is entitled to free travel. The carer/companion and the Companion Card holder must travel together and the cardholder must show their Companion Card to staff on request and indicate who their carer/companion is for that trip.

 

Companion card holders must ask for a companion ticket when buying or booking their own ticket and show their Companion Card.

 

Vision and hearing impaired

Guide dogs, hearing guide dogs, guide dogs in training and approved assistance animals are permitted on all V/Line services. Our train conductors and coach drivers can offer you assistance during your journey. More information on travelling with pets and animals.

 

Assistance with luggage

If you have difficulty carrying your own luggage on board you can book your luggage through to some destinations with V/Line’s checked luggage system. Please call us on 136 196 to check if this is available on your service.

Checked luggage must be booked at least 20 minutes prior to train departure. Checked luggage is automatically transferred to connecting V/Line coaches.

 

If the checked luggage service is not available on your service, please ask our staff if you need assistance.

Using Mobility Aids on Public Transport

Your mobility aid (wheelchair, scooter or motorised vehicle) needs to:

 

• Fit within an allocated space of 1300mm (length) x 800mm (width)
  
  
• Be no more than 750mm wide at a height 300mm above the ground to fit between the wheel axles of a bus.

 

Additionally, the total weight of the mobility aid, its user and any attendants must be less than 300kg, as this is the maximum load for boarding devices such as ramps.

 

Mobility aids that exceed these standard wheelchair dimensions (800mm wide x 1300mm long) may not be able to be accommodated.

 

Metlink has created a brochure regarding the use if mobility aids on public transport.

 

Download copy of the Using Mobility Aids brochure (PDF, 145KB) 

Service Animals / Assistance Animals

 

Only animals identified on an Assistance Animal Pass can travel on V/Line services.

 

See Assistance Animal Pass for more information.

 

 

Accessible Public Transport in Victoria - Action Plan 2006-12

 

The Accessible Public Transport Action Plan 2006-12 provides a long-term strategy for delivering accessible bus, train, tram and taxi services throughout Victoria.

Visit the Department of Transport’s website to see the Action Plan 2006‑12 (new window).

Further assistance

To ensure you get the assistance you need when travelling with us, please call us at least 24 hours in advance on 136 196.