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Accessibility Policy



The aim of this policy is to ensure that Dysons offer a safe and accessible service for all passenger travelling on the network.



  • Safe Deployment of Accessibility Ramp (Low Floor Buses)
  • Safe Deployment of Wheelchair Lifts (Coaches)
  • Vehicle Kneeling Device
  • Animals on Public Transport
  • The Disability Discrimination Act (1992), Section 8
  • Australian Human Rights Commission – Disability Action Plan 2021



The expectation of a driver for Dysons to use discretion and where safe, to assist any passengers they believe may require help boarding the vehicle safely.

To assist, drivers can kneel the bus, extend the accessibility ramp, utilise a wheelchair lift and guide a person with a visible or hidden disability to board.

Hidden disabilities can include neurological, cognitive and neurodevelopmental as well as physical, visual, auditory and include sensory and processing difficulties. They can also be respiratory as well as chronic health conditions such as arthritis and diabetes, chronic pain, and sleep disorders.

Drivers are not required to help passengers to board or exit a bus outside of this scope.



Dysons fleet of low floor (accessible ramp) vehicles are used on all our metropolitan routes, allowing ease of accessibility to passengers requiring assistance including wheelchairs, mobility scooters, walking frames, walking sticks, prams or shopping trolleys etc.

The low floor vehicles also allow for easy access for the Blind and Hearing Impaired. Guide dogs, hearing guide dogs, guide dogs in training and approved assistance animals can travel free on all public transport services.



Dysons operate a fleet of modern toilet equipped coaches over an extensive V/Line network. Some V/Line Coaches are accessible to wheelchairs.

Guide dogs, hearing guide dogs, guide dogs in training and approved assistance animals are permitted on all V/Line services. Our coach drivers can offer assistance during the journey.



If a passenger accepts the offer of assistance, drivers are expected to:

1. Kneel the bus. Kneeling the bus offers passengers an easier step boarding the bus. Kneeling the bus should be done at all stops to assist all passengers boarding the bus (refer to Vehicle Kneeling Device). 

2. Offer to deploy the accessibility ramp or wheelchair lift to any passengers that may require additional assistance boarding or alighting the bus (refer to Safe Deployment of Wheelchair Ramp (Low Floor Bus) or Safe Deployment of Wheelchair Lifts (Coaches)).

3. Politely ask all passengers to stay clear while the ramp / lift is being deployed.

4. Advise passengers who are waiting that they can continue to board from the back (if available) or wait for the passenger who requires assistance to complete boarding.

5. Prioritise passengers with mobility aids and customers with specific accessibility requirements (including invisible disabilities or health conditions) ahead of other passengers.

6. If the passenger requiring assistance uses a mobility aid, politely caution passengers in the immediate area of the mobility aid position that a passenger will be manoeuvring into this location o If both mobility aid spaces are occupied, or the bus is at full capacity and cannot safely accommodate another passenger using a mobility aid, the driver must advise the passenger waiting to board to wait for the next service. o If the services is more than 30 minutes away, the driver must contact Service Delivery who will dispatch a bus to the waiting passenger.

7. Drivers must not leave the stop until all passengers requiring assistance have confirmed they are seated and ready to leave If a passenger refuses your help, you must allow them to board and exit the bus by themselves.