Yarra Trams Accessibility Action Plan 2019 to 2022 PUBLIC lRANSPORlPi'f ~•, V\ClORIA Authorised by Transport for Victoria, 1 Spring Street, Melbourne. Contents Message from our CEO 4 Key Priority Areas for 2019 to 2022 21 Context 5 Priority 1: Improve passenger Operator of Yarra Trams: support along the journey 23 Keolis Downer 5 Priority 2: Strongly engage with the Roles and accountabilities in the stakeholders and the community 25 Victorian franchisee model 7 Priority 3: Deliver increased access Legal requirements 7 to stops and trams 27 Background to this Priority 4: Advise and report Accessibility Action Plan 8 to the State 29 Key achievements on our previous Acknowledgements 30 Accessibility Action Plan (2015 to 2018) 9 Priority 1: Customer service 9 Priority 2: Consultation and community engagement 11 Priority 3: Access to public transport services (on trams) 14 Priority 4: Access to facilities (at stops) 20 IMAGE A young boy and his grandfather sit at a tram stop. The boy points to an approaching tram in the distance. 1 2 Message from our CEO Melbourne’s trams are not just an icon of our Our work with the State in delivering more great city – they play an important role in low-floor E-Class trams to the network connecting people to the places they want to continues, with more than 70 in service at the go. For this reason, improving the accessibility time I write this, with another 20 to hit the of the world’s largest tram network is a network by mid-2020. priority for Yarra Trams. We are also committed to extending our support We have updated our Accessibility Action Plan, beyond the rails to the community we serve and with a focus on improving the passenger represent. This is seen in our new Yarra Trams experience by providing journey information in Community. accessible formats and training our employees Partnerships Program, which sees us providing accordingly; working with the State to roll out support in the form of advertising to not-for- more accessible trams and stops; and continuing profit organisations that champion diversity to consult with the community, who are best and inclusion. positioned to advise us on how we can improve. At Yarra Trams, we are committed to working Already, we have made some progress in these with our partners and the wider community to areas, with the recent rollout of accessible ensure that we can provide a sustainable, and platform stops on Nicholson Street, Carlisle inclusive travel option – for everyone. Street and Park Street, and the installation of automated Vehicle Passenger Information Systems on more than 70 per cent of our fleet. But we recognise that more still needs to be done. That’s why I am particularly proud of the efforts of our passenger service employees, who have been undergoing enhanced training as part of our acquiring Communication Access Symbol “We are Nicolas Gindt accreditation, to ensure that whoever you are – committed to we are able to help you get to where you need Chief Executive Officer, extending our to go. Keolis Downer (Yarra Trams) support beyond the rails to the community we serve.” IMAGE Yarra Trams CEO Nicolas Gindt. 3 4 Context Operator of Yarra Trams: Keolis Downer Keolis Downer is the proud operator of the Keolis Downer’s guiding principle is to ‘think like a Yarra Trams network. Keolis Downer is a joint passenger’. Keolis Downer focuses on delivering venture bringing together two organisations – safe, reliable, clean, and easy-to-use services Keolis and Downer. and is committed to increasing the environmental, social and economic contribution that Melbourne’s Keolis is an internationally-recognised transport tram network makes to the city. provider with a history stretching back more than 135 years. It is the world’s largest tram network Keolis Downer is committed to making Melbourne’s operator and enables over three billion trips in tram network more accessible and supports 16 countries each year. Public Transport Victoria’s Accessible Public Transport in Victoria Action Plan 2018 to 2022. Downer designs, builds and sustains assets, infrastructure and facilities and is the leading Keolis Downer is responsible for ensuring Yarra provider of integrated services in Australia and Trams has an Accessibility Action Plan. This is New Zealand. It has 100 years’ rail experience Yarra Trams' third Accessibility Action Plan since and expertise covering all rail sectors and every Keolis Downer took over as operator. project phase, from manufacturing to operations In this document, “we” means Yarra Trams, a to ongoing maintenance. business of Keolis Downer. Since taking over the operation of Melbourne’s tram network on 30 November 2009, Keolis Downer has improved safety, delivered record passenger satisfaction and maintained punctuality during a period of unprecedented growth across Melbourne. IMAGE A passenger with vision impairment and accompanied by a guide dog alights a low floor tram at a level access stop. A customer service employee stands behind them. 5 6 Roles and accountabilities Background to this Accessibility in the Victorian franchisee model Action Plan Yarra Trams’ role The five priority areas of PTV's Accessibility All areas of our business have helped develop We have consulted with the following Action Plan are: this action plan. organisations via our Accessibility Reference We work closely with the State Government, Group (ARG): Public Transport Victoria and other transport 1. Customer, community and engagement We have looked at what we are already doing to agencies to provide a fully integrated transport improve access and consulted with staff about – All Aboard 2. Access to public transport services system for the people of Melbourne. their experience and views. We have examined – Blind Citizens Australia 3. Accessible processes and systems a range of typical tram passenger journeys and – Expression Australia (formerly VicDeaf) We manage all tram operations including running considered the obstacles and difficulties 4. Access to facilities and maintaining the trams, training staff, and passengers might face and how they might feel. – Guide Dogs Victoria providing the best possible passenger experience. 5. Workplace accessibility – National Seniors Australia We also provide advice to Public Transport This process showed us where we can improve Victoria as to which stops should be prioritised The State Government is responsible for providing and how we can meet passenger needs, – Public Transport Ombudsman for upgrade and which routes low-floor trams the strategy and funding for upgrading stops and especially at a time when improvements to roads – Scope Australia buying new trams. and other infrastructure are causing unavoidable should be deployed to. – Yooralla disruptions to the tram network. We envision a network that is inclusive and Public Transport Victoria checks that Yarra Trams – Victorian Council of Social Service. accessible for all, and are working hard to achieve provides the transport service it has promised. We have also asked our passengers how we We continuously work with Public Transport this. We understand that some people depend can improve. We have monitored passenger Victoria, Transport for Victoria, Metro Trains and on public transport to get to work, education and Legal requirements satisfaction and considered direct feedback. other public transport operators to ensure that social activities and that public transport plays We have legal obligations around providing our plans and actions align where possible. an important part in reducing social isolation and infrastructure and services that are accessible enabling full participation in life. Everyone should to people of all abilities. These are s et out in the be able to travel on Melbourne’s trams. following documents, which apply throughout Guid ~·· Australia: ~V ision Our commitment to passengers is detailed in 'O,X,..J Australia 9,l.-.j(W11 Lb-Vit ..... Expression the Passenger Service Charter, available on our ~t ...... g• Dogs – Disability Discrimination Act 1992 (DDA) VICTORIA Austro,lia website, www.yarratrams.com.au – Disability Standards for Accessible Public Transport 2002 (DSAPT) .....~ The State Government role – Australian Standards as referenced by scope AllAl&OARD The Victorian State Government also produces DSAPT and AS1428 Design for access Blin.d Citi~sn s Au5lmlia makinl! it happen .w, ...,-,. ...........lwtii an Accessibility Action Plan and we support the and mobility. Government in following this plan. 7 8 I: II P lil Jjllllrll ~------- II~---- --- I need help I need to get a tram When is the next How much \ accessibletram? trip OOf Key achievements on our previous I have lost some1hlng I need to get a train (2015 to 2018) Can I see a map? Is this the Ire Accessibility Action Plan @~ zone'i @ -· Priority 1: Customer service Accessibility Week Where is a toilet? I need to get a bu& People with disability and those with mobility We celebrate International Day of People with Is my tram running? can you write restrictions can expect to receive high quality Disability (3 December) each year with various customer service, information and support activities to encourage employees to focus on from public transport service providers. accessibility and how they can make using public ~I transport easier for passengers with disability. Enhanced accessibility training Activities during the last Action Plan period included: Our training for all employees dealing with – wheelchair basketball competition at passengers has an increased focus on Disability Sport and Recreation festival accessibility awareness. In each year of the action plan, all drivers attended two refresher – guest speaker at the Tram Hub, training sessions. Paralympian Lindy Hou – sponsoring and naming a guide dog puppy Accessibility information was incorporated into driver sessions, as identified through our ARG, – a panel of paralympians at the Victorian passenger feedback and requests from Institute of Sport, sharing their stories and employees. Topics covered in training sessions answering questions from staff. included: – when and how to use emergency ramps Website refresh on low-floor trams In June 2018 our new website was launched.