Customers who may need additional time to board are recommended to board towards the front of the train where the driver is close by.
All metropolitan trains are wheelchair-accessible.
Customers who need help boarding trains, should wait on the platform near the front of the train in order to board at the first carriage near the driver.
If you are using a mobility device, the driver will help you board the train by placing a ramp between the platform and the first door of the front carriage.
When you reach your destination station, if you require it, the driver will use a ramp to help you off the train.
You may wish to write your destination on a note and hand to to the driver when you board the train. At a Premium Station you can get a note from the customer service centre before you travel. If you are at an unstaffed station, you can use your own note. Drivers also carry their own notepads.
For information about mobility aid specifications (including wheelchairs, scooters or motorised vehicles), see Mobility aids.
Accessible train stations
Most metropolitan train stations (except Heyington Station) are accessible for people using mobility devices. Some metropolitan stations have ramps to enter the station and platforms. However, some stations require people with a mobility aid to be assisted to access them.
There are lifts at stations including Box Hill, Boronia, Coolaroo, Dandenong, Epping, Flinders Street, Footscray, Laverton, North Melbourne, Nunawading, Watergardens, South Morang, Southern Cross, Williams Landing and all City Loop stations. To see if your station has a lift, view the Stations page.
If you are travelling in a group and travelling from a Premium Station, please call the station ahead of time.
For further information on accessible transport services, contact us on 1800 800 007.
For many years, accessible toilets at some metropolitan stations were kept closed with access granted on request.
We are currently making changes to allow accessible toilets to be kept open at stations whenever station staff are on duty. For a list of metropolitan stations with accessible toilets, see Accessible toilets at metropolitan stations.
Safety zones are on all metropolitan train platforms (except for Stony Point line). They are located close to platform entries, recognisable by a yellow striped pattern.
Safety zones are monitored by CCTV, well-lit and house Customer Information Consoles. You can contact staff by pressing the red button on the left of the console to speak with a customer service officer, or press the green button on the right for automated timetable information.
Please note, safety zones are not a dedicated boarding point.