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
Filming and photography
Accessibility, diversity and inclusiveness are at the core of
our values Zero Harm, Think Like a Passenger, Respect for People
and Continuous Improvement. Our philosophy of improving the travel
experience for all our passengers underpins our strategic plans and
Each quarter Yarra Trams engages with the Accessibility
Reference Group, to provide a progress updates on matters relating
to accessibility. The sessions provide an opportunity for
meaningful discussions, to obtain ideas for improvements and
discuss potential initiatives. The group provides invaluable
insights into the challenges faced by our passengers and
opportunities for improvements to our services.
During the recent track renewal works at the corner of Collins
Street and Swanton Street, Yarra Trams trialled a new way to
communicate to passengers about an accessible pedestrian path
around the work zone.
Positive feedback was received and opportunities for further
improvements were identified. Lessons learnt will be implemented
for future works.
The enhanced DDA Audit of tram infrastructure is progressing
well. The database is being developed at present, with
ongoing support to ensure it is fit for purpose and will provide
the information required for asset management, asset enhancement
and passenger information.
The database will become an ongoing source of information and
therefore will be updated with changes to the infrastructure and
the creation of new stops.
E-Class trams commenced operating on Route 86 on Monday
28 November 2016. Route 86 is one of Melbourne's busiest
routes and services Bundoora RMIT, Preston, Northcote, Fitzroy, the
City and Waterfront City Docklands.
The high-capacity E-Class trams are the first low-floor trams to
run on Route 86. About 50 per cent of the stops on the route
are level access (35 stops). Pairing level access stops and low
floor trams improves the boarding and alighting experience of our
In addition, on board passenger information displays and
automated announcements provide improved customer information for
The Try Before You Ride community event occurred at Box Hill
tram terminus on Wednesday 12 October 2016.
Yarra Trams joined Public Transport Victoria, other public
transport operators, and disability support services to provide an
opportunity for people to familiarise themselves with public
transport for the first time and gain the confidence to travel,
especially on trams.
The event was well attended by a range of people of varying
demographics, including several school groups.
Yarra Trams' Accessibility Week was launched on Monday
28 November 2016 to coincide with both the International Day
of Persons with Disability and the Disability Sport and Recreation
Accessibility Week was not just another opportunity for everyone
working at Yarra Trams to "think like a passenger" and put
themselves in the shoes of our passengers - it was an opportunity
to learn and provide feedback on what can be done to improve the
quality of tram services.
At Yarra Trams, we are convinced that it is everyone's role to
ensure passengers have barrier free access to our services, high
quality customer service and the right information at the right
time along their journey.
Internal activities included:
Yarra Trams participated in the DSR Festival and hosted Guide
Dogs Victoria on the day. We were able to connect with people with
special need, provide advice for potential and current tram
passengers and promote upcoming events and our Get Back On Board
Yarra Trams also participated in the Corporate Wheelchair
Basketball. The team of six included the Director of Lines
and the Director of Customer Experience and Growth, Manager of
Lines, Manager of Accessibility and Standards, and Team Managers of
Yarra Trams exhibited at the Boroondara Independent Mobility
Expo on Monday 5 December. There were about 12 exhibiters,
including several mobility aid retailers, other public transport
operators and disability support services.
It was a great opportunity to discuss our tram services, various
travel options and provide information about Try Before You Ride
and ad-hoc tram familiarisation sessions.
Sahana has passed her initial assessment and has commenced the
next level of Guide Dog training. More to come.
Yarra Trams is currently rolling out a new training package for
Authorised Officers with a specific focus on passengers with
Special Circumstances. Special Circumstances is defined in
the Infringement Act 2006. It refers to a person who, at the
time of being reported by an Authorised Officer, had a mental,
intellectual disability, disorder, disease, illness or serious drug
addiction, that results in the person being unable to understand
that their conduct constitutes an offence or to control that
Public Transport Victoria developed the training in partnership
with public transport operators. It provides an opportunity for all
Authorised Officers to interact with people with special
circumstances face to face and better understand their
The training will also enable better consistency across the
teams travelling on the network to ensure ticket compliance and
Public Transport Victoria and public transport operators are
working together to develop an accessibility brochure, including
Yarra Trams hosted the first workshop to develop the multimodal
brochure. It is intended that the brochure will be completed
by June 2017.
The accessibility video update has been deferred to the first
half of 2017. Planning has started, including internal and
Yarra Trams undertook a survey to determine our passengers'
views about current digital passenger information displays at tram
stops, at train stations and on-board trams.
About 650 surveys were submitted, with about 100 survey
respondents identifying themselves as having an accessibility need,
which was key for us to ensure all needs would be captured.
For more information visit ptv.vic.gov.au or
call 1800 800 007 6am -
midnight (all night Friday & Saturday)