Everyone is welcome on board
Metro is committed to making our services accessible, inclusive and welcoming for everyone in our community, including people with disabilities (visible and non-visible), neurodivergent people, older customers, people with temporary mobility needs, and anyone who may need a little extra support when travelling.
We believe public transport should be safe, respectful and easy to use. Our team is here to help you travel with confidence.
Accessible bus services
Most Metro services are operated using low‑floor, wheelchair‑accessible buses, making it easier for customers to board, travel and disembark as independently as possible.
We welcome customers travelling with wheelchairs and mobility scooters, including three‑wheeled mobility devices, where they can be safely accommodated on board. All mobility aids are subject to safety requirements to ensure a safe and comfortable journey for everyone.
Support when you need it
Metro staff are here to assist customers with accessibility needs and to provide help in a respectful and inclusive way.
If you need information about:
- wheelchair‑accessible services
- planning an accessible journey
- travelling with a disability or mobility aid
- any other accessibility‑related support
Our Operators and Customer Service team is ready to help.
Contact us
Email: contact@metrotas.com.au
Customer Service Hotline: 13 22 01
7am – 6pm, Monday to Friday
If you are deaf, or have a hearing or speech impairment, you can contact Metro through the National Relay Service (NRS).
After-hours accessibility information
If you call 13 22 01 outside of operating hours, your call will be automatically transferred to Metro Operations. You will hear a recorded message with the following options:
- Leave a message on (03) 6233 4230
- Call Metro’s after‑hours accessibility information line on (03) 6233 4225
- Hear the menu options again
Our commitment to accessibility and inclusion
Metro’s approach to accessibility is guided by our Accessibility and Inclusion Plan 2024–2029, which sets out how we are working to reduce barriers and improve access across our services, facilities, information and customer experience.
The plan focuses on:
- making services accessible and welcoming for everyone
- working with the community to improve our services
- supporting safe, high‑quality travel
- using technology to improve access to information
- being open, responsible and committed to continuous improvement
You can view the plan here: Accessibility and Inclusion Plan 2024–2029
Help us do better
We know accessibility means different things to different people, and we are committed to listening and learning.
If you have feedback, suggestions, or would like to tell us about your experience using Metro services, we encourage you to get in touch with our Customer Service team.