Boarding the train

To assist you to board or alight the train safely, portable platform to train boarding ramps are available at all stations. The ramp can be used by customers with a pram, those with mobility impairment or for any other valid need, on request. Boarding ramps are 80 centimetres wide and can take a maximum load of 300 kilograms.

Short platforms

At some stations, the train may exceed the length of the platform. Check station details to find out if a station you are travelling to does have a short platform. If so, tell a staff member or train guard at your departure station. They will help you board the right carriage to alight safely at your destination.

Getting assistance

If you need help to board the train, contact your departure station and let staff know your needs and travel plans, so they are ready to assist you. Arrive at the station well before your train is due and make yourself known to staff.

Staffed stations

If your station is attended, staff are available and the station has a boarding ramp on the platform, our station staff will:

• Direct you to the boarding assistance zone on the platform (shown right)
• Use the boarding ramp to help you board the train safely
• Notify the guard of your location on the train and your destination station
• Phone your interchange and destination stations to arrange for someone to help you alight or change trains.

Unstaffed stations

If your station is unattended or staff are unavailable at the time your train is due:

• For suburban services, wait near the sixth carriage of the train - this part of the platform is marked 'Boarding assistance' (shown above right).
• For intercity and regional services, wait near the middle of the platform.
• When the train arrives, ask the guard for help to board (look for the blue light on the outside of the guard's compartment).
• You may also choose to display a boarding assistance wallet (shown right) to provide another cue to the train guard that you need help. Boarding assistance wallets are available free from staffed stations or by calling Transport Info on 131 500.
• The guard will put out the boarding ramp and help you board if required.
• The guard will contact your destination or interchange station so the boarding ramp is available for you to alight from the train.
• If station staff are not available at your destination or interchange station, the guard will put out the boarding ramp for you to alight.