Accessibility guide - V/Line

Accessibility guide

Regional train and coach networkMilduraRobinvalePinnarooTo AdelaideTo AdelaideMt GambierNhillCastertonDimboolaHorshamPortlandOuyenHopetounHeywoodWarracknabealManangatangMurtoaKoroitPort FairySea LakeBirchipDonaldRupanyupMortlakePortCampbellPiangilTerangKerangWedderburnWARRNAMBOOLSWAN HILLSt ArnaudDerrinallumCamperdownColacBarhamPyramid MoamaDunollyCohunaGeelongDeniliquinBarmahCowesTocumwalGriffithNumurkahKyabramSheppartonStanhopeMELBOURNE(see inset)NathaliaHeathcoteMARYBOROUGHStawellCastlemaineSeymourAvocaTalbotWallanHalls Gap(Open 2013) Daylesford KynetonYeaARARATClunesLancefieldWoodendWhittleseaBeaufortGlenthompsonCreswick SunburyWendoureeMeltonBallaratHamiltonSkiptonBacchusRingwoodMarshApollo BayRochesterElmoreECHUCAWerribeeLorneBendigoLaraAngleseaFinleyMulwalaCobramYarrawongaMurchisonEastDandenongBenallaMansfieldCorowaWarragulRutherglenSpringhurstLang LangTraralgonAndersonWonthaggiCapeInverlochPatersonWangarattaKorumburraLeongathaALBURYBrightMt BullerMaffraSaleTo SydneyWodongaBeechworthYarramTo CanberraMt BeautyBAIRNSDALEOrbostLakes EntranceCann RiverTo CanberraTo Narooma &Batemans BayTO BENDIGOTO SEYMOURTO BALLARATWatergardensMeltonRockbankTO GEELONGSunburySunshineFootscrayNewportWerribeeMELBOURNE(Southern Cross Station)WallanMELBOURNEBroadmeadows METROEssendonNorth MelbourneFlinders StreetRichmondCaulfieldClaytonDandenongBerwickPakenhamTO GIPPSLAND2

IntroductionV/Line is Victoria’s largest regionaltransport operator, providingregional communities with railand coach services.Each week V/Line runs more than1400 train services across regionalVictoria. Passenger rail servicesoperate to:• Geelong (including South Geelongand Marshall) and Warrnambool.• Bacchus Marsh (including Melton),Ballarat (including Wendouree),Ararat and Maryborough.• Kyneton, Bendigo (includingEaglehawk), Swan Hill and Echuca.• Seymour, Albury and Shepparton.• Traralgon, Sale and Bairnsdale.There are also almost 600 coachservices each week that connect withthe rail network and serve regionalVictorian communities where trainsdon’t operate. Some coach servicesalso travel through to South Australia,New South Wales and the AustralianCapital Territory.V/Line is committed to makingits services accessible to allpeople wishing to travel, whetherindependently or with carers.We are working closely with theVictorian Government to improvethe accessibility of stations, trainsand coaches.While there has been steady progressin recent years, more improvementscan be made. We welcome feedbackand suggestions on how we cancontinue to improve accessibilityacross the V/Line network.If you have any questions orcomments, please contact V/LineCustomer Feedback on 1800 800 007(6 am-midnight daily) or speak toone of our Customer Service team atstations or during your journey. Youcan also email us from the website atvline.com.au/contactusThis guide is designed to help youplan your journey, board your train orcoach and reach your destination aseasily and comfortably as possible.3

Before your journeyPlan your journey well in advance.Find out the location of your neareststation or V/Line retail outlet byphoning 1800 800 007 or go tovline.com.auWhenever possible, purchase andcollect your ticket before you travelfrom your station or retail outlet. Ifyou have purchased tickets via ourCall Centre, they will probably beposted to you. Confirm this with yourbooking agent.You can also buy your ticket onlineat vline.com.au and have your ticketposted to you if purchased five daysin advance.If you’re travelling on a Warrnambool,Swan Hill, Shepparton, Albury orBairnsdale service you will need toreserve a seat in advance.4

Buying your ticketTickets for travel on V/Line servicescan be purchased up to three monthsin advance at:• V/Line stations• Accredited V/Line ticket agents• V/Line call centres(phone 1800 800 007)• Online at vline.com.au• Premium metropolitan stationsThe myki ticketing system has beguna phased introduction to V/Linecommuter services. By the end of July2013, you will be able to use mykion all short distance services, townbuses and in suburban areas usinga train, tram or bus. Weekly, monthlyand date-to-date tickets will no longerbe available to purchase after the lastservice on 23 September 2013, butall other single use tickets will still beavailable for some time.Go to ptv.vic.gov.au for moreinformation.Your V/Line ticket to Melbournecovers travel on trains, trams andcoaches at no extra cost. If you departfrom or arrive into Zone 1 (includingMelbourne), your free access will befor Zones 1+2. If you depart from orarrive into Zone 2, your free accesswill be for Zone 2 only. It also coversyou for travel on the local buses inGeelong, Ballarat, Bendigo, Moe,Morwell and Traralgon.One way (single) tickets include onehour’s free travel either side of yourV/Line journey. All other ticket types,including day return, include freetravel all day.V/Line paper tickets are still valid and will remain theonly form of ticketing on long distance train services.5

Travelling with mobility aidsMobility aids can be used onall V/Line trains but can only beaccepted on coaches that arewheelchair equipped.Mobility aids need to:• fit within an allocated spacemeasuring 1300 mm long and800 mm wide.• be no more than 750 mm wide at aheight of 300 mm above the ground• have a total weight of 300 kg(including its user and any careror attendant).Mobility aids cannot block doorwaysor aisles and must allow room forpeople to move through the carriage.Width 750 mmYou and your mobility aid should not exceed 300 kgLength 1300 mmYou and your mobility aid should not exceed 300 kg.Height 1500 mmService and assistance animalsGuide dogs, hearing guide dogs,guide dogs in training and approvedassistance animals are permitted onall V/Line services.6

CoachesAll coaches on regular V/Line servicesnow have allocated space fora wheelchair.Customers are no longer requiredto provide 24 hours advance noticeof their planned travel if they arecatching a V/Line timetabled coachservice. However, if you need extraassistance with luggage or have anyconcerns then please let us know inadvance if you need help.Coach timetables show the servicesthat are wheelchair accessible. If yourservice is reserved, then please call usto book your spot.Please be aware that during trainservice disruptions not all coachesand buses will be accessible, althoughV/Line will make alternative travelarrangements for you during this timeas long as the mobility aid meets thedimension requirements (on page 6).7

Luggage assistanceIf you have difficulty carrying your ownluggage on board you can book yourluggage through to some destinationswith V/Line’s checked luggage system.Phone us on 1800 800 007 to check ifthis is available on your service.Free TravelThere are several concession andfree travel passes available and listedbelow:• Access travel pass (free travel)• Scooter and wheelchair travel pass(free travel)• Companion card (free travel forcompanion only)• Assistance animal pass (free travelfor animal only)Concession• Vision Impaired travel pass(free travel)• Victorian health care card(concession)• War Veterans/War Widows(concession)• Asylum seekers (concession)• Victorian Senior card (concession)• Interstate Senior card (concession)• Australian Pensioner card(concession)For more information and conditions,contact the PTV Pass Office on(03) 9619 1159 or visit ptv.vic.gov.au8

On boardAll V/Line trains are wheelchairaccessible. Conductors will providea portable ramp to assist access.If you need assistance, wait in themiddle of the platform and makeyourself known to the conductor.Space on trains can sometimes belimited and passengers using mobilityaids may be restricted to particularparts of the train. Conductorsand station staff are available toassist customers.Wheelchair accessible toilets areavailable on all Sprinter and VLocityrailcars. Limited accessible toiletfacilities are available on locomotivehauledservices.During your journey, listen toannouncements made prior to arrivingat the next station stop. Let theconductor know where you’re gettingoff so they can help you get from thetrain to the platform.Getting helpIf you need assistance at anystage of your journey, please speakto the conductor when your ticketis being checked or before yourjourney departs.There are also passenger assistbuttons in selected carriages on ourlong distance trains (Z carriages).9

Support servicesTravellers AidTravellers Aid Australia (TAA) providestravel related support, advice and helpto people who experience difficultieswith transport.Travellers Aid aims to make everydaytravel possible for all people, providingservices like medical companionsto accompany people to and frommedical appointments, free personalcare for people with a disability andlow cost mobility equipment hire.The Travellers Aid buggy at Southern Cross Station.Travellers Aid offers a free buggyservice at Southern Cross Stationthat will take you to and from yourpoint of arrival and departure, safelyand reliably.If you can walk but need guidance, astaff member or trained volunteer canguide you through the station. Thisservice is for older people, anyonewith particular mobility needs andpeople with a disability and whoneed help to get around SouthernCross Station.10

Travellers Aid at Southern CrossStationUnder the Bourke Street bridgeacross from the luggage hall(7 days per week, 7am-10pm)(03) 9670 2072or scs@travellersaid.org.auTravel-related emergency relief(Mon‐Fri 10.30am-4pmSat-Sun 12 noon-4pm)(03) 9670 2873or er@travellersaid.org.auTravellers Aid at Flinders StreetStationOn the main station hall betweenplatforms 9 and 10(Sun-Thurs 8am‐8pmFri-Sat 8am-10pm)(03) 9610 2030or fss@travellersaid.org.auMedical Companion Service1300 700 399(48 hours’ notice required)Travellers Aid at The Cube,Wodonga (pilot service)1300 704 530wodongacoordinator@travellersaid.org.auOther important services• Red Cross Patient TransportService – phone (03) 8327 7853or 03 8327 7868.• TTY facility (for people with aspeech or hearing impairment)– phone (03) 9619 2727.National Relay Service (for peoplewith a speech or hearing impairment)• TTY/voice calls – phone 133 677.• Speak & Listen 1300 555 727.11

Southern Cross Station12

Our fleetOur 22 Z carriages have wide doorsand are wheelchair accessible.They are currently undergoingmaintenance and that means somelocomotive-hauled services are notaccessible by wheelchair.These Z carriages operate mostlyon our long-distance services toShepparton, Warrnambool, Swan Hilland Bairnsdale (with a small numberon the Geelong and Traralgon lines).While they are out of service we areasking people to call ahead on1800 800 007 so that we can organisealternative travel arrangements.134 VLocity carriages – all wheelchair accessible.134 Locomotive-hauled carriages – select servicesmay not be wheelchair accessible.Z-carriages undergoing maintenance.21 Sprinter trains – all wheelchair accessible.13

Using the toilet door on VLocity TrainsExternal toilet door buttonsCustomers must press OPEN to access toilets.The door slides open automatically.When both lights are off, the toilet is occupied.Internal toilet door buttonsCustomers must press CLOSE to shuttoilet doors.Lock door buttonCustomers must press LOCK whenoccupying the toilet to secure the door.Open door buttonCustomers must press OPEN to exit thetoilet. The door slides open automatically.14

After your journeyV/Line is committed to continuing to improve accessibility to all its services for allcustomers. To do that, we need to know what’s important to you.We encourage you to provide feedback and comments on the services weprovide. Phone our Call Centre on 1800 800 007 or email us fromvline.com.au/contactus15

More informationV/Line website – vline.com.auV/Line Call Centre – 1800 800 007PTV website – ptv.vic.gov.auPTV Pass Office – (03) 9619 1159We are interested in your opinion on this guideso please email melinda.button@vline.com.auif you would like to provide feedback.Correct as at July 2013