Disability Access and

Inclusion Plan 2017 – 2022

This publication is available in alternative formats upon request

including: electronic format by email; hard copy format in both
standard and large print; audio format on CD and on the PTA’s
website.
Document No. 9002-000-030 Rev3.01
Active Date: December 2017
Table of Contents
Foreword........................................................................................... 4 
Feedback Welcomed ........................................................................ 5 
Abbreviations & Definitions ............................................................... 6 
Executive Summary .......................................................................... 7 
Introduction ....................................................................................... 8 
Early Planning for Better Access ...................................................... 9 
PTA’s Accessibility Policy ............................................................... 10 
Legislation on Access ..................................................................... 10 
Progress Prior to 2017 .................................................................... 10 
Transperth Bus Services .............................................................. 10 
Regional Bus Services ................................................................. 11 
School Bus Services .................................................................... 12 
Ferry Service ................................................................................ 13 
Transwa Road Coaches............................................................... 14 
Transperth Railcars ...................................................................... 14 
Transwa Railcars ......................................................................... 15 
Bus and Train Stations ................................................................. 16 
Cash Ticketing and Fare Gates ................................................... 18 
Bus Stops and Bus Shelters ........................................................ 18 
Equivalent Access Program ......................................................... 19 
Emergency Management ............................................................. 20 
Concessions, Services and Information ....................................... 21 
Staff Training ................................................................................ 23 
Review of the DAIP ........................................................................ 23 
DAIP Consultation ........................................................................ 24 
Findings of the Consultation......................................................... 24 
Implementing the DAIP ................................................................... 25 
Page 2 of 39
 Promoting the Plan to Staff .......................................................... 25 
Communicating the Plan to People with a Disability .................... 25 
Reviewing and Evaluating the DAIP ............................................ 25 
Reporting on the DAIP .................................................................... 25 
PTA’s DAIP Implementation Plan 2017-2022................................. 26 
Outcome One. .............................................................................. 26 
Outcome Two ............................................................................... 28 
Outcome Three ............................................................................ 30 
Outcome Four .............................................................................. 33 
Outcome Five ............................................................................... 35 
Outcome Six ................................................................................. 36 
Outcome Seven ........................................................................... 38 

Page 3 of 39
Foreword
Over the last 14 years the Public Transport Authority (PTA), and its
predecessor organisations, has implemented a major accessibility
program developed in collaboration with the community to improve
the accessibility of public transport for all Western Australians. The
implementation of the program will continue as resources are made
available to fully implement the program for new train stations and
the upgrading of existing train stations, bus fleet, rolling stock and
facilities to ensure that the requirements outlined in the Disability
Standard for Accessible Public Transport 2002 (DSAPT) are met.
The long-term aim of the PTA’s Disability Access and Inclusion Plan
(DAIP) is to “mainstream” our facilities by removing existing access
barriers, therefore allowing all passengers independent travel. The
PTA has the objective of minimising the need for “equivalent
access” to cater for people with a disability. These measures will
also improve the services provided to Western Australia’s ageing
population. This will be achieved by compliance with the Disability
Discrimination Act 1992 (DDA) and Disability Services Act 1993,
and complemented by sound training of staff and implementing
customer service and education programs.
The PTA is confident that the actions described in this DAIP will
demonstrate our ongoing commitment to cater for all members of
the Western Australian community by providing a high level of
independence for its passengers. Highlights of the DAIP include the
purchase of low floor accessible buses supported by facility
upgrades and the expansion of the Transperth rail network. These
programs will result in the PTA exceeding its statutory requirements
in relation to the legislation. Furthermore the PTA fully expects that
more elderly passengers and people with disability will be attracted
to a truly integrated public transport system due to this work.
Meeting this claim will require the support of skilled and competent
staff throughout its public transport network, while matching
services to customer needs, being willing to deal with complaints in
an open manner and consult with the community as required. This
is a commitment the PTA is willing to undertake.

Page 4 of 39
Mr Mark Burgess
Managing Director Public Transport Authority of WA

Feedback Welcomed
To help us improve our services, we value your feedback on this
document via:
Email daip@pta.wa.gov.au
Postal: Disability Access and Inclusion Plan
Safety and Strategy Directorate
Public Transport Authority
PO Box 8125
Perth Business Centre WA 6849

Page 5 of 39
Abbreviations & Definitions
CCTV Closed Circuit Television
DAIP Disability Access and Inclusion Plan
DDA Disability Discrimination Act
DSAPT Disability Standards for Accessible Public Transport
NRS National Relay Service
PTA Public Transport Authority
TIS Translating and Interpreting Services
TTY Teletypewriter is a special phone with a small keyboard
and screen
Assistance Dog – means guide dogs, hearing dogs and service
dogs which have been specially trained to assist a person to
alleviate the effect of a disability, and meeting standards of hygiene
and behaviour that are appropriate for an animal in a public place.
Conveyance – means a road bus, ferry or railway train involved in
the provision of a public passenger transport service by the Public
Transport Authority.
Disability – means something which is attributable to an
intellectual, psychiatric, cognitive, neurological, sensory, or physical
impairment or a combination of those impairments;
Mobility Aid – means equipment or apparatus used by a
passenger who has a mobility impairment and is reliant on the
equipment or apparatus to aid their mobility. This refers to manual
wheelchairs, electric wheelchairs and electrically motorised three or
four wheeled scooters (often known as gophers) used by people
with disability.
Teletypewriter (TTY) – means a device attached to a telephone
line which allows callers to communicate by typing messages which
are instantaneously seen by the person at the other end of the line.

Page 6 of 39
Executive Summary
The Public Transport Authority (PTA) is committed to ensuring that
Western Australia’s public transport services are accessible for
every member of the community. To achieve this, Transperth and
Transwa services, information, infrastructure and ticketing systems
are designed or are being progressively upgraded to meet the
needs of all community members including people with a disability,
seniors and parents with prams and young children.
The PTA has developed a Disability Access and Inclusion Plan
(DAIP) in consultation with key stakeholders that covers all
metropolitan and regional services for the period 2017-2022. The
plan aims to ensure that people with disability have the same
opportunity as other people to:
 Access the bus, coach, train and ferry services of the PTA;
 Access facilities of the PTA;
 Receive information from the PTA in an appropriate format;
 Receive the same level and quality of service from PTA staff;
 Make comments and suggestions to the PTA; and
 Participate in public consultation.
A summary of PTA’s key achievements and strategies to achieve
the above DAIP outcomes are outlined below.
1. New Transperth and Transwa conveyances, infrastructure and
ticketing systems have been designed to be accessible. The
PTA also ensures that where existing infrastructure is
upgraded, it is redesigned to be accessible;
2. All printed and web based information conforms to disability
guidelines and is available in alternative formats; and
3. Information services including the Transperth InfoLine,
Transperth website, Transwa website, My Alert Accessibility
Bulletins and ticketing/information centres cater for all
passengers. The PTA has developed a staff training DVD titled
“Disability Awareness Training for Frontline Staff” delivered to
all frontline staff including drivers and customer service
personnel;

Page 7 of 39
 4. People with a disability may submit comments and feedback to
the PTA as follows:
a. Hearing impaired people who have access to a TTY
machine may call the NRS on 13 36 77 and quote 13 62
13 (Transperth) or 1300 662 205 (Transwa);
b. PTA feedback line 13 62 13 allows passengers to provide
suggestions or feedback regarding Transperth and
Transwa services;
c. Complete the online feedback form at
www.transperth.wa.gov.au;
d. Submit an online customer service enquiry (relating to
Transwa) to info@transwa.wa.gov.au; and
e. Dedicated email address at daip@pta.wa.gov.au for
people with disability to provide feedback or submit
comments.
5. Accessibility Bulletins are sent to individuals who sign up for
the new Accessibility Group via My Alert, Transperth's free
email notification system to communicate important changes
relating to accessible services and/or infrastructure across the
network to interested organisations and passengers.
6. The PTA recognises it is important that all passengers,
particularly those with accessibility needs are directly
consulted on access issues during the planning, design and
construction of projects such as the East Perth Upgrade and
Forrestfield Airport Link. The consultation process includes on-
site information sessions, information on websites and My
Alert email update service.
7. The development of the Transperth Assist app for the Perth
Busport available for iOS and Android devices, which shows
up to date bus departure information. The app is accessible to
passengers, in particular those with a vision impairment. The
success of this app is due to user testing by people with a
disability prior to launching the app.
Introduction
Under the Disability Services Act 1993, the PTA is required to
Page 8 of 39
develop, maintain and review a Disability Access and Inclusion Plan
(DAIP) at a minimum of every five years. The PTA’s DAIP 2017-
2022 has been developed following an extensive review of the
DAIP 2012-2017 and consultation with key stakeholders.
The PTA forms part of the Transport Portfolio. The Portfolio aims to
achieve the following objectives:
 Provide and enable safe, accessible efficient movement for the
economic and social prosperity of Western Australia;
 Provide the best integrated and intelligent transport services
and solutions for the state; and
 Plan and deliver the State’s integrated transport services and
solutions in a synergistic and coordinated manner.
The PTA is responsible for the operation of all bus, train and ferry
public transport services in the greater metropolitan area under the
Transperth brand. It also operates public transport services in
regional centres, operates road coach and rail passenger services
to regional areas under the Transwa brand, and administers and
manages School Bus Services (SBS). In addition to operating these
transport services, the PTA is responsible for designing, building
and maintaining public transport infrastructure and for protecting the
long-term viability of Western Australia’s freight rail corridor and
infrastructure.
The PTA delivers public transport services seven days a week. As
at June 30 2017, the PTA had 1748 employees spread across the
state.
Early Planning for Better Access
The PTA’s active involvement in planning for people with disability
has a history that dates back before the “International Year of the
Disabled Person” in 1982. These early experiences were
consolidated with the development of the electrified passenger
railway system in the early 1990’s when the needs of people with
disability were taken into account during the design of the new
system. The result was a largely accessible, modern and integrated
public transport system where patronage continues to increase.
Today, the PTA continues to recognise the importance of early
planning for new public transport infrastructure and upgraded
Page 9 of 39
infrastructure. Key stakeholders are consulted on access issues
during the planning, design and construction stages of the project,
where a project affects access to public transport infrastructure. The
PTA aims to provide timely and accurate information to the public
on changes to access during construction. The PTA also
endeavours to maintain access to, through and within public
transport infrastructure during construction and upgrading.
In addition, the PTA is also progressing with concept designs and
even the construction of some of the infrastructure that form part of
the “Public Transport for Perth in 2031” document. The PTA will
ensure that all new infrastructure are designed and built in
compliance with the DSAPT.
PTA’s Accessibility Policy
The PTA Accessibility Policy has been developed as the
overarching document for access. The Policy has been developed
in consultation with the Disability Services Commission and key
stakeholders. Refer to the PTA website www.pta.wa.gov.au to
access a copy of the Accessibility Policy.
Legislation on Access
Major legislative changes have occurred throughout Australia in
recent years, aimed at improving services for people with disability.
The key pieces of legislation include:
 Disability Services Act 1993;
 Disability Discrimination Act 1992;
 Equal Opportunity Act 1984; and
 Disability Standards for Accessible Public Transport 2002.
Progress Prior to 2017
The PTA has made great progress towards access and inclusion of
people with a disability through the development and
implementation of Disability Access and Inclusion Plans (DAIPs).
The PTA’s key achievements and strategies to achieve the DAIP
outcomes are outlined below.
Transperth Bus Services
Transperth implemented a long term bus replacement program in
Page 10 of 39
1999 to progressively increase the number of accessible buses in
its fleet. As at June 2017, 99.1 per cent of our metropolitan fleet
(1457 of 1469 buses) were accessible. Preference is given to
operating accessible buses whenever possible and they are used
on most off-peak services. In the peak, both accessible and non-
accessible buses are fully committed.
The purpose-built buses cater for the needs of all people, and
include innovative design features including:
 Low-floor design provides easy access for all passengers,
including seniors, people with a disability, parents with prams
and passengers carrying heavy or awkward loads;
 Automatic ramps and kerbside "kneeling" bring the floor closer
to ground level and reduces the angle between floor and kerb
to improve wheelchair and pram access;
 Strategically located handrails, bus stop button and ticketing
equipment height assist the mobility of frail passengers or
those with a disability;
 Provision for priority seating and two wheelchair allocated
spaces;
 Colour contrasting to the bus interior assists passengers with
vision impairment to distinguish steps, aisles and priority
seating area; and
 Skid-resistant flooring in the wheelchair allocated spaces
designed to reduce the movement of mobility aids while the
bus is in motion.
Regional Bus Services
Since 2007, accessible buses have been progressively introduced
from the Transperth fleet to regional town operators. As at June
2017, 96.7 per cent of our regional buses (148 of 153) were
accessible.
Where sufficient accessible buses are available to cover a route at
all times, the service is declared and promoted as accessible on
timetables and on the Transperth website with the wheelchair logo
and marked with an “Accessible Service”.
In addition, a passenger with a disability may contact Transperth to
Page 11 of 39
determine if an accessible bus can run on a particular route at least
24 hours prior to travel. Transperth, in collaboration with the
contracted service provider, will consider such requests in relation
to the availability of an accessible bus and competing demands for
these buses. Over time, as the complete fleet is converted to
accessible buses, this issue will no longer arise. Special requests
can be directed to the Transperth and Regional Bus Services
division of the PTA, or queries can be directed to Transperth’s
Infoline (13 62 13).
School Bus Services
The School Bus Services (SBS) Branch within the PTA is
responsible for providing eligible rural students and students with
special needs, free transport assistance to and from school on
contracted ‘orange’ school buses. These services are critical to
ensure students are able to attend school.
The PTA sets the policy and entitlement framework, provides
system support and manages the contract arrangements of more
than 969 contract school bus services around the State. These
buses, characteristically the orange contract school buses provide
access to school for students in rural areas, picking them up from
the farm gate (where appropriate) as well as providing access to
schools in the metropolitan area for students attending special
education facilities.
As at June 2017, the school bus network was made up of 828
school bus contracts servicing mainstream schools, 141 servicing
special education facilities, and three regular public transport
service arrangements. Around the state, these services were
accessed each school day by 26,700 students, using mainly the
contracted orange school buses. Where eligible students could not
be accommodated on a school bus, their parents/carers were paid
a conveyance allowance to offset the cost of getting their children to
the nearest appropriate school. Transport assistance was also
provided to students attending special education facilities, mainly in
large regional towns and in metropolitan Perth.

Page 12 of 39
As at June 2017, improvements to the fleet included:
 962 school buses were seat belt compliant; and
 950 were equipped with air conditioning.
Of the 141 special needs school buses, 26 are wheelchair
accessible. These services are managed by the PTA’s Education
Support Team and offer transport assistance to eligible students
with special needs to attend Education Support facilities. The
transport assistance provided, can be by a contracted ‘orange’
school bus between home and school. Alternatively, a conveyance
allowance (which is a subsidy paid to the parent to drive their child
to school) can be paid where there is no school bus service
available, or to a point where the child can join the school bus route.
In some special circumstances a taxi may be offered. All Education
Support buses also have a Bus Aide to monitor and assist students
in transit.
In regional areas if a special needs student is required to travel to
their school on the mainstream school bus service, a Bus Aide will
be employed to assist the student if necessary. If the need can be
demonstrated for a wheelchair accessible bus on a non-accessible
route, consideration may be given to modifying the bus to make it
wheelchair accessible or other forms of transport assistance may
be offered.
All requests to use any special needs school bus service can be
directed to the SBS branch of the PTA. Refer to the School Bus
Services website for further details at www.schoolbuses.wa.gov.au.
Ferry Service
The Transperth ferry services operate on the Swan River between
the Elizabeth Quay jetty in Perth and the Mends Street Jetty in
South Perth. The ferry services are operated by the MV Phillip
Pendal and MV Shelley Taylor-Smith ferries, which both comply
with the DSAPT.
In March 2017, two new shelters and ticket machines were installed
at the Mends Street jetty in South Perth.
Page 13 of 39
Transwa Road Coaches
The Transwa road coach fleet consists of 23 new accessible
coaches. All road coaches have side lifts which can raise
passengers with disability into the coach. The passenger has the
choice of either remaining in their wheel chair, which is anchored in
position, or they can transfer to an existing seat within the coach.
Transwa can also arrange for the provision of a wheelchair at its
scheduled stopping points to allow passengers to transfer from their
mobility aids and utilise the coach’s side-lift to gain entry into the
coach. The coaches have the ability to transport moderate sized
electric scooters in their luggage compartments.
Transwa coaches underwent a recent upgrade of the public
address and communication system to improve communication.
Reservations are essential for all passengers, while a 48 hour
booking notice is requested from people with a disability to allow
internal modification to seat layout to be made.
Transperth Railcars
The railcars that operate on the Transperth Train system comprises
of two different rolling stock designs which are fully accessible.
The original ‘A’ Series rolling stock is a two-car set multiple unit and
has been in service approximately 25 years. Through an upgrade
program, all 48 two-car ‘A’ Series railcars now meet the
requirements of the DSAPT.
This work included; installation and relocation of new soft touch
door buttons; additional yellow vertical poles, handgrips and grab
rails; identified priority seating; identified wheelchair bays; changes
to audio announcements; installation of yellow rubber strips at
doors to reduce the gap at platforms; and the creation of wider open
space within the railcar entry vestibule area to permit easy access
for wheel chairs, prams and bicycles. Information display units
indicating the train destination and stopping pattern were also
installed on the front and rear of the trains.
The newer ‘B’ Series rolling stock, a three-car set multiple unit
design, commissioned into service in 2004 were designed to meet
DSAPT requirements. Thirty-one three-car B-series trains were
introduced to the Transperth fleet as part of the Mandurah Line

Page 14 of 39
expansion between 2004 and 2006 and 15 three-car B-series trains
were introduced between 2009 and 2010. An additional 22 three-
car B-series trains are planned to be introduced by the end of 2017,
taking the total B-series fleet size to 68 three-car trains.
Transwa Railcars
The Transwa train fleet consists of 14 railcars of both standard-
gauge and narrow-gauge rail services. There are nine standard-
gauge railcars of a similar design – seven for the Prospector
services and two for the AvonLink services. The AvonLink railcars
are also used to provide the MerredinLink services. These railcars
were designed, manufactured and commissioned into service after
the introduction of the current DDA and DSAPT, and as such were
designed to meet DSAPT requirements.
The Prospector railcars also underwent an interior decor upgrade in
2010/2011 that included new compliant seats for passengers and
new inter-car communication and assistance systems.
There are also five narrow-gauge railcars in the Transwa rail fleet
for the Australind services. These railcars have been in service for
30 years and were commissioned into service in 1987, well before
the introduction of the DDA and prior to the implementation of the
DSAPT in 2002.
In addition this fleet underwent a multifaceted major refit program
which includes upgrading the basic interior fit-out as well as
progressively moving towards meeting DSAPT requirements. These
are limited to non-structural changes caused by the narrow-gauge
design and include the provision of identified wheelchair bays;
improved interior signage; improved LED saloon lighting; high
visibility trim and grab rails and non-slip flooring.
Areas being researched and under development include improved
audio and visual announcement systems, improved access to toilet
facilities, improved access pathways.

Page 15 of 39
Bus and Train Stations
Since the last published DAIP, the PTA has achieved the following:
 Better Stations Program Upgrade – Fremantle and Maddington
stations, Mirrabooka Bus Station. DDA Upgrade Project Stage
1 – regional rail stations, tactile ground surface indicators and
seating at selected stations.
 DDA Minor Stations Upgrade Project Stage 2 – Beckenham,
Meltham, Mt Lawley, Kenwick and Queens Park stations and
track works at 13 stations. The DDA Minor Station Upgrade
Program Stage 2 enabled PTA to work towards complying with
the Transport Standards.
The station upgrade program ensures that all new train stations,
bus stations and interchanges are built in compliance with the
DSAPT. The program also endeavours to improve the accessibility
of PTA’s older stations to meet DSAPT.
In addition, the Bayswater station will be upgraded to coincide with
the completion of the Forrestfield-Airport Link (FAL) project. East
Perth station is also being upgraded as part of the Perth Stadium
Transport Infrastructure Project.
To keep up to date with the latest improvement in accessibility at
metropolitan train stations passengers are advised to visit the PTA
and Transperth website.
Accessibility features of bus and train stations include:
 Station access maps available on the Transperth website,
enable passengers to view how they can access specific
stations, including accessible pathways, and where car and
bike parking is situated;
 Accessible toilets are available at all major stations and all
facilities are progressively being upgraded;
 24 hour video monitoring of stations enables Transperth staff
to provide assistance for patrons in difficulty;
 Audio induction loops have been installed at Help Points in all
train stations to assist hearing aid users. These loops assist
people who use a hearing aid or loop listener to hear sounds
more clearly by cutting out background noise; and
Page 16 of 39
  Emergency 24 hour help telephones are provided in all
Ticketing Information and Communication (TIC) boxes at all
train stations. TIC boxes also provide visual information and
audible real-time information about train arrivals and
departures.
Regional train stations that are in greatest demand have been
upgraded. This work included installing ramps to raised platforms to
minimise the gap between the train and the platform to allow
wheelchair access, tactile paving and handrails. The program of
upgrade will continue as resources become available.

Figure 1 Passenger accessing the train platform at a compliant

train station – including tactile ground surface indicators, lift,
signage and boarding the train

Page 17 of 39
Cash Ticketing and Fare Gates
State-of-the-art ticket vending machines have been installed at all
train stations and ferry jetties to provide a cash alternative for
passengers. These machines have been designed to meet the
requirements of the DSAPT. The features include a lower height
profile, with lower coin and ticket slots, improved button design, and
allow closer access for people in wheelchairs. The fare gates
feature wider manual gates with card processors at a suitable
height for people in wheelchairs.

Figure 2 Ticket Vending Machines and Fare Gates at Clarkson

Station

Bus Stops and Bus Shelters

The Government’s Bus Stop Accessibility Works Program,
launched in January 2010 aims to progressively upgrade
approximately 11,800 bus stops in the metropolitan network and
1,600 in the regional network to meet the requirements of the
DSAPT.
The program involves the construction of a level concrete hardstand
passenger waiting area and Tactile Ground Surface Indicators. As
part of these works the PTA will also provide up to three metres of
connecting footpath to the existing footpath network. Where there is
a greater footpath requirement, the PTA may offer the owner
(usually Local Government) funding assistance for the cost of
constructing a fully-compliant pathway, subject to reasonableness

Page 18 of 39
limits and funding availability. If the need for a new or replacement
compliant bus shelter at a particular location is identified, PTA may
also offer funding of half the cost of purchase and installation of a
fully compliant shelter on the same basis. Assessments will be
made on a case-by-case basis in the context of ensuring the
proposed location has a genuine requirement, is physically suitable,
and can be incorporated into the program.
To assist local governments to understand their obligations, the
PTA has developed a Bus Stop Layout Policy.

Figure 3 Passenger using ramp to enter a Transperth bus at a

newly upgraded bus stop

Equivalent Access Program

Equivalent access refers to providing an alternative method of
assisting passengers with a disability to use public transport where
there are unavoidable constraints on creating unassisted access.
Due to the extensive public transport network in Perth and the
requirement to make the best use of finite resources, the PTA must
rely on the “equivalent access provision” of the DSAPT in some
situations; for example the train stations with partial or limited
accessibility.
Transperth bus and ferry services provides agreed assistance to
people with a disability provided that passengers contact the
Transperth InfoLine and provide adequate notice. This assistance
includes:
Page 19 of 39
  Provision of ramps to cross jetty-ferry gaps; and
 Provision of automatic ramps and kerbside ‘kneeling’ to
helping passengers embark and disembark from accessible
buses.
Transperth Train Operations endeavours to provide agreed
assistance to people with a disability provided that passengers give
one hour’s notice by contacting Transperth Customer Service on
1800 800 022. This assistance includes:
 Provision of ramps to cross platform-train gaps; and
 Helping passengers to embark and disembark from the train.
Transwa endeavours to provide agreed assistance to people with a
disability when bookings are made at least 48 hours prior to travel,
via the Transwa Reservations Contact Centre on 1300 662 205.
This assistance may include:
 Provision of side lifts on accessible road coaches which can
raise passengers with disability and their Mobility Aid into the
coach;
 Passengers with a disability travelling on Transwa trains and
accessible coaches may remain in their Mobility Aid with
brakes applied and where applicable will be anchored into
position;
 Passengers with a disability travelling on Transwa trains and
road coaches may choose to transfer to a standard seat and
have the Mobility Aid carried in the designated area (subject to
size restrictions and availability of space);
 Provision of wheelchairs at Albany, Armadale, Bunbury, East
Perth, Esperance, Geraldton, Kalgoorlie, Midland and Northam
Stations, to assist passengers with a Disability with embarking
or disembarking the road coach; and
 Provision of ramps to cross platform/train gaps.
Emergency Management
Long line communication linked with CCTV at all train platforms,
and CCTV at bus interchanges allows the bus and train transport
control centres to identify people in difficulty or distress and to offer
assistance or alert security staff to the area of the emergency to
Page 20 of 39
provide direct assistance if required. This equipment can also be
used to assist in controlled evacuation of stations in emergencies.
In the event of an emergency all fare gates are opened including
the gates used by people with mobility aids.
In addition, the PTA Emergency Management Manual includes
procedures for PTA personnel to provide direct assistance to
people with a disability to evacuate in an emergency. An example is
the inclusion of people with a disability on the Evacuation Action
Cards for the Perth Underground Station. The PTA also regularly
tests its emergency preparedness by exercising its emergency
procedures, systems and personnel.
Concessions, Services and Information
The PTA has produced an Accessibility Information Kit to help
people with a disability travelling on the Transperth network. The
kits provide information on the accessibility of PTA infrastructure,
concessions and services available to people with disability.
Transperth and Transwa recognise and accept a range of
concession passes to improve the accessibility of public transport
for passengers. Seniors and Disability pensioners using SmartRider
are entitled to travel for free on Transperth services on weekdays
from 9am to 3.30pm and all day weekends and public holidays.
Western Australian Pension concession cardholders receive a WA
Free Trip Voucher with their Pension card every year on Transwa
services.
People with vision impairment in possession of a Travel Pass for
Persons with a Vision Impairment are entitled to unlimited free
journeys for them and an accompanying guide on all Transperth
and Transwa services. Holders of interstate passes can obtain a
WA Travel Pass upon application.
Transperth Unrestricted Travel Passes are available to persons
employed in a recognised supported employment setting for a
minimum of eight hours per week, provided they are in receipt of a
disability support pension and are a holder of a current concession
card.
Special exemptions are made by Transperth to issue an
unrestricted ticket, at its discretion, to persons who do not work in a
supported employment setting but are in receipt of a disability
Page 21 of 39
support pension, and who have a physical or intellectual impairment
such that they cannot understand the fare structure, handle cash or
use the SmartRider ticketing system.
The PTA has also established a cross-referencing process to allow
a PTA infringement notice to be revoked where it has been issued
to a customer who is a holder of a Transperth Unrestricted Travel
Pass but fails to carry the pass.
Both Transperth and Transwa also continued to recognise
companion cards to allow a companion to travel with a person with
a permanent disability at no additional cost. Transperth has also
introduced Communication Cards to assist people with disability in
communicating with Transperth personnel. The Communication
Cards display information on the passenger’s destination and
specifies if special assistance is required.
Information services including the Transperth InfoLine, Transperth
website, Transwa website, My Alert and ticketing/information
centres cater for all passengers. Transperth ensures that all printed
and web based information conforms to disability guidelines and is
available in alternative formats. This includes:
 Timetables in Braille are available from VisAbility on (08) 9311
8202;
 Communication cards to show to drivers - contact the
Transperth InfoLine on 13 62 13; TTY for the hearing impaired
via the NRS – 133 677; and ask for Transperth InfoLine 13 62
13;
 Large format timetables available on request - contact the
Transperth InfoLine on 13 62 13 (NRS:133 677); and
 Translation and Interpreting Service – 13 14 50 and ask to be
connected to 13 62 13 for service information or to submit
comments or suggestions about Transperth services.
In addition, Transperth produced a video which is translated into
key languages on the Transperth website and YouTube.
New station InfoCubes have been installed to provide train
passengers with timetable and stopping pattern information at major
train stations. Ticket machines were also given new signage to help
passengers complete ticket purchases. The signage at Perth
Page 22 of 39
Underground and Perth Station was improved as part of an upgrade
of signage across the Transperth system.
Transperth undertakes presentations, displays and station tours as
part of the Transperth “Get On Board” education program for
communities. Transperth delivers the information and training at
both the staff and client level. Train-the-trainer style sessions have
been delivered to organisations to provide the skills and knowledge
necessary to take clients on the Transperth network and teach them
how to become safe and confident users of the network.
The school based “Get On Board” program for Education Support
students has continued to be rolled out with presentations and
station tour experiences delivered.
Staff Training
Training and customer procedures to improve services for people
with disability have been developed and implemented. This includes
a full day’s training for transit officers on meeting the requirements
of people with disability. All new staff members receive induction
training on the PTA’s commitment to provide accessible public
transport to all passengers, and front-line staff receive additional
instruction on meeting the needs of people with disability. PTA staff
responsible for the planning and design of facilities are fully aware
of the DSAPT.
The PTA has also developed a staff training DVD titled “Disability
Awareness Training for Frontline Staff” delivered to all frontline
staff.
Review of the DAIP
The Disability Services Act 1993 set out the minimum consultation
requirements for public authorities in relation to DAIPs. The
consultation of the PTA’s DAIP was advertised or promoted:
 In the West Australian newspaper;
 On the PTA website;
 Directly to key disability organisations;
 Directly to key staff; and
 Through the Transperth’s Accessibility Bulletin.

Page 23 of 39
DAIP Consultation
Public consultation was undertaken with people with a disability and
key stakeholders including:
 Disability Network Group;
 Disability Services Commission;
 Accessibility Group (Transperth MyAlert); and
 City of Perth Access and Inclusion Group.
The PTA also advertised the DAIP through the PTA’s website
and/or the West Australian newspaper on 2 August 2017.
As part of the public consultation, people with a disability, their
family and carers, disability organisations and other interested
parties were given the opportunity to provide feedback on the draft
DAIP. The draft DAIP was circulated using Transperth’s MyAlert
Accessibility Bulletin via email and advertised in the Western
Australian Newspaper on 2 August 2017.
Findings of the Consultation
The review and consultation found that the aims of the previous
DAIP had been achieved and that a new plan was required to
ensure currency and relevance.
Comments received have been included where practical and the
PTA is open to receiving feedback for consideration in the DAIP.
The key comments included:
 Improving lift reliability;
 Reinforcing Disability Awareness Training;
 Providing alternative formats of the DAIP to be provided; and
 Providing Alt Text to the document to tell website viewers the
nature or contents of all images.
The PTA also received commendation in several areas including
customer service and the Transperth Assist app for the Perth
Busport providing up to date bus departure information.
The findings of the review and consultation informed the
development of the strategies in the DAIP.

Page 24 of 39
Implementing the DAIP
Promoting the Plan to Staff
The PTA promotes the DAIP to its staff by making the document
available on its internal staff intranet ‘Transnet’. The DAIP is also
referenced in PTA key documents such as the PTA Project
Management Framework. The DAIP also forms part of the induction
of new employees commencing employment with the PTA.
Communicating the Plan to People with a Disability
Once approved, the finalised PTA DAIP will be promoted and
advertised:
 In the West Australian newspaper;
 On the PTA website;
 Directly to key disability organisations;
 Directly to key staff; and
 Through the Transperth’s Accessibility Bulletin.
Reviewing and Evaluating the DAIP
The PTA’s DAIP 2017-2022 has been developed following an
extensive review of the DAIP 2012-2017.
Reporting on the DAIP
The PTA will report on the implementation of its DAIP as part of the
PTA Annual Report, as well as the prescribed form to the Disability
Services Commission by 30 June annually.
Agents and contractors are provided with a copy of the DAIP or a
link to the DAIP on the PTA website. Alternatively, the DAIP is
referenced in tender and contract documentation, or via email.

Page 25 of 39
PTA’s DAIP Implementation Plan 2017-2022
Outcome One – People with disability have the same opportunities as other people to
access the services of, and any events organised by, a public authority.

Strategy/Task Timeline
Provide agreed assistance to people with disability using Transperth and Transwa Current &
service provided adequate notice is given. Ongoing
Recognition of the Companion Cards to allow a companion to travel with a person with a Current &
disability at no additional cost. Ongoing
Continue participation in the Disability Network Group established by the Department of Current &
Transport, to share information and reduce barriers on the public transport network. Ongoing
Consult key stakeholders on access issues during the planning, design and construction Current &
stages of the project, where the project affects access to public transport infrastructure. Ongoing
Purchase and/or acquire accessible buses, railcars, coaches and ferries. Current &
Ongoing
Provide accessible buses on major routes initially and where they achieve the greatest Current &
results. Ongoing
Develop a process to revoke infringement notices where an application to contest an Current &
infringement notice is submitted for a person who is listed on the Transperth Unrestricted Ongoing
Travel Register or supported by a certificate from a medical practitioner confirming the

Page 26 of 39
passenger’s medically recognised disability.
Monitor the approval process for Assistance dogs administered by Department of Local Current &
Government. Ongoing
Monitor developments and continue to contribute to the development of a national Current &
approach to approving Assistance Animals to travel on public transport. Ongoing
Endeavour to deliver a full range of Transwa ticketing and information services through Current &
the new Transwa outlet at Perth Station. Ongoing

Page 27 of 39
Outcome Two – People with disability have the same opportunities as other people to
access the buildings and other facilities of a public authority.

Strategy/Task Timeline
Ensure all new stations built by the PTA comply with the DSAPT. Current &
Ongoing
Continue to progressively upgrade Transperth’s bus and train stations to improve Current &
accessibility and to enhance their functionality. Ongoing
Investigate the feasibility of installing bollards with lift controls at stations to improve the Current &
useability and accessibility of lifts. Ongoing
Investigate the feasibility of installing motion sensors for lifts at stations to improve the Current &
useability and accessibility of lifts. Ongoing
Improve access for people with disability, in the event a lift is ‘not in service’ at a train Current &
station or bus interchange by: Ongoing
 Providing consistent signage outside the lift, stating the contact number for the
Central Monitoring Room (CMR) on 9220 9999 which is staffed 24 hours a day, 365
days a year;
 Notify passengers via the appropriate means when lifts are not in service;
 Providing an emergency call button inside the lift which connects to the CMR ;
 Allowing passengers to travel by train to an alternate station (in reasonable

Page 28 of 39
 proximity), at no further cost, if their desired destination station has interim works
affecting accessibility. In some instances this may result in a passenger travelling on
an alternate and/or transferring to another PTA train service; and
 Arranging for passengers to travel by taxi from the station to an agreed destination
at no further cost, if their desired station has interim works affecting accessibility.
(CMR will determine a reasonable and suitable location (to provide to the taxi
company) in consideration of the vicinity of the customers intended travel.)
Implement the PTA Bus Stop Accessibility Works Program to progressively upgrade bus Current &
stops across Western Australia. Ongoing
Progressively upgrade the pedestrian crossings which provide access to Transperth and Current &
Transwa train stations. Ongoing
Promote the use of the driver call button for passengers with a disability to directly Current &
communicate with the driver when additional time is needed to disembark the train. Ongoing

Page 29 of 39
Outcome Three – People with disability receive information from a public authority in a
format that will enable them to access the information as readily as other people are able to
access it.

Strategy/Task Timeline
Ensure that all electronic and printed information conforms to disability guidelines and is Current &
available in alternative formats, where practicable. This includes: Ongoing
 Communication cards to assist people with disability in communicating information
with frontline staff
 Hearing impaired passengers who have access to a TTY machine can call the
NRS on 133 677 and quote 13 36 77 (Transperth) or quote 1300 662 205
(Transwa).
 Internet relay users can also access the NRS website to receive information.
 Large print and text only print available for website information, upon request.
 Timetables in large print or Braille available upon request.
Upgrade signage across the Transperth system in accordance with the DSAPT, Current &
including added improvements to the visibility of key components of infrastructure such Ongoing
as lifts.
Designated Transperth webpage ‘Accessible Services’ with important information on Current &
improving access for organisations and people with disability. Ongoing

Page 30 of 39
Designated Transwa webpage ‘Accessible Services’ with important information on Current &
improving access for organisations and people with a disability. Ongoing
Continue to provide direct information dissemination via My Alert and Accessibility Current &
Bulletins. Ongoing
Provide access to Translating and Interpreting Services (TIS) 13 14 50 for passengers Current &
that need language assistance or to assist passengers who are unable to adequately Ongoing
communicate in English.
Provide information to passengers on the availability of the TIS on 13 14 50 at Info Current &
Centres, Call Centres, Transperth publications and website. Ongoing
Provide key Transperth information in key languages on using Transperth services, on Current &
the Transperth website and YouTube. Ongoing
Provide a Google Translate Function to improve the accessibility of information on the Current &
Transwa and Transperth website. Ongoing
Investigate the feasibility of providing Google Translate function on the PTA website. Current &
Ongoing
Provide public announcements and signage indicating coach departure and arrival Current &
points. Ongoing
Install Passenger Information Modules at major Transperth train stations and Help Current &
points at major Transperth bus interchanges and major bus stations to provide audio Ongoing
and/or visual information to passengers.
Page 31 of 39
Audio announcements via the long line public address system at train stations provide Current &
timely arrival and departure information. Ongoing
Develop an Accessibility Information Kit which aims to provide disability organisations Current &
with tools and information for individuals and their families with public transport training. Ongoing

Page 32 of 39
Outcome Four – People with disability receive the same level and quality of service from
the staff of a public authority as other people receive from the staff of that public authority.

Strategy/Task Timeline
Implement Transperth’s “Get on Board” education program for schools and Current &
communities including station tours. Ongoing
Proactively seek out forums to work directly with Community organisations, Local Current &
Government Authorities, Schools and Colleges to provide education programs on how Ongoing
to safely use the public transport system.
Provide agreed assistance to people with disability using Transperth and Transwa Current &
service provided adequate notice is given. Ongoing
Deliver public transport in accordance with the PTA Customer Service Charter, and Current &
report on the outcomes in the PTA annual report. Ongoing
Continue to deliver frontline staff training utilising the PTA DVD titled “Disability Current &
Awareness Training for Frontline Staff” available to staff as well as service contractors. Ongoing
Provide increased CCTV coverage for 24 hour video monitoring of bus and train Current &
stations to improve safety and enable Transperth staff to provide assistance if required Ongoing
for PTA passengers, including people with disability.
Develop and maintain policies and procedures for people with disability: Current &
 Transwa Disability Conveyance Procedure for Rail and Road Coach Services Ongoing

Page 33 of 39
 PTA Accessibility Policy

Page 34 of 39
Outcome Five – People with disability have the same opportunities as other people to
make complaints to a public authority.

Strategy/Task Timeline
Maintain a dedicated email address (daip@pta.wa.gov.au) for people with a disability to Current &
provide feedback or submit comments. Ongoing
Provide information on how to make comments on the PTA, Transwa and Transperth Current &
websites for specific PTA business. Ongoing
Provide Transperth and Transwa passengers with a disability the opportunity to make Current &
comments and provide feedback by contacting the Transperth InfoLine 13 62 13. Ongoing
Hearing impaired passengers who have access to a TTY machine may call the NRS on Current &
13 36 77 and quote 1300 662 205 (Transwa) and quote 13 62 13 (Transperth). Ongoing
Provide people with a disability the opportunity to submit feedback or comment via: Current &
Transwa email: info@transwa.wa.gov.au Ongoing
Transperth website: www.transperth.wa.gov.au/contact-us/feedback
PTA website: www.pta.wa.gov.au/about-us/complaints-and-comments
Ensure the PTA and Transperth website comply with the Web Content Accessibility Current &
Guidelines or the Western Australian Government Website Accessibility Policy. Ongoing

Page 35 of 39
Outcome Six – People with disability have the same opportunities as other people to
participate in any public consultation by a public authority.

Strategy/Task Timeline
Maintain a database of individuals and organisations (Accessibility Group) via My Alert Current &
emails as a mechanism for communication and consultation; Ongoing
Continue engaging organisations and people with a disability including the use of My Current &
Alert Accessibility Bulletins, Information Sessions, PTA, Transperth and related Ongoing
websites, letter drops and newsletters;
Seek specialist advice on disability access issues when designing and upgrading Current &
infrastructure, by engaging an Access Consultant; Ongoing
Continue marketing and communications divisions direct contact with people with Current &
disability and organisations; Ongoing
Actively include people with disability when disseminating information on changes Current &
relating to accessible services and/or infrastructure across the network to interested Ongoing
organisations and passengers.
Continue to ensure a consultative process through Access and Inclusion Reference Current &
Groups for key projects. Ongoing
Continue to work closely with local government, community organisations, schools and Current &
colleges to provide training on-site and at stations to equip staff and clients with the Ongoing

Page 36 of 39
skills and knowledge to use public transport.

Page 37 of 39
Outcome Seven – People with disability have the same opportunities as other people to
obtain and maintain employment with a public authority.

Strategy/Task Timeline
Develop and maintain policies and procedures to ensure an inclusive environment for Current &
all employees: Ongoing
 Equal Employment Opportunity & Diversity Policy
 Recruitment and Selection Procedure
 Grievance Resolution Policy & Procedures
Providing training and support for staff: Current &
 New staff undertake an awareness session on Diversity and anti-discrimination at Ongoing
corporate inductions.
Utilise inclusive recruiting practices: Current &
 A diverse workforce is portrayed in promotional material and involved in online Ongoing
branding activities.
 An Equal Opportunity Statement is included in every job advert: “The Public
Transport Authority is an Equal Opportunity Employer. We pride ourselves on
having a diverse workforce and encourage a broad range of skilled applicants to
apply for advertised vacancies.”
 During the application process, applicants are advised: “To assist us to make

Page 38 of 39
 arrangements to accommodate applicants’ needs, please advise if you have an
employment restriction due to a disability.”
 The interview is held in an accessible venue, with ACROD parking and access to
the train station by overpass (ramp).
 New employees are encouraged to complete a confidential Diversity
Questionnaire that captures information on disability and any associated
workplace adjustments that need to be undertaken.

Page 39 of 39