Travellers Aid

Services provided

• Connection assistance – buggy, wheelchair assistance and personal guidance services (Southern Cross and Seymour stations), wheelchair assistance at Ballarat station)
• Mobility equipment hire – including electric scooters, manual wheelchairs, prams and strollers, walking canes, frames and sticks, crutches and ID symbol canes (Flinders Street and Southern Cross stations)
• Luggage storage
• Companion service
• Crisis travel (available from Southern Cross station)
• Personal care – includes mealtime support, personal care, toilet assistance, communication assistance, fully accessible bathroom facilities, wheelchair and scooter recharging (Flinders Street and Southern Cross stations)
• Backpacker services – including hot showers and change rooms
• Station lounges – including adult and baby change tables, breast-feeding room, drinking water and bathroom facilities (showers, change rooms).

Eligibility

Available to anyone in need regardless of background. Services operate at four station sites in metropolitan Melbourne (Southern Cross and Flinders Street) and regional Victoria (Ballarat and Seymour).

Emergency relief is available to travellers who are disadvantaged, stranded, vulnerable, distressed, homeless, at risk of homelessness or who face unexpected emergency situations.

How to access

• Tel. (03) 9654 2600 (Head Office)
• Tel. (03) 9670 2072 (Southern Cross Station)
• Tel. (03)9068 8187 (Flinders Street Station)
• Tel. (03)5793 6210 (Seymour Station)
• Tel. 0491 767 177 (Ballarat Station)

Visit the Travellers Aid website.

The National Relay Service is available to help callers with a hearing or speech impairment:

• TTY users: phone 13 36 77, then ask for (03) 9654 2600
• Speak and listen users (speech-to-speech relay): phone 1300 555 727, then ask for (03) 9654 2600
• Internet relay users: connect to the National Relay Service, then ask for (03) 9654 2600.

The Translating and Interpreting Service (TIS) is available, 24 hours 7 days a week, for callers who speak other languages. Call 131 450.

Costs

The following Travellers Aid services are free:

• Connection assistance – buggy transport, wheelchair assistance and personal guidance
• Travellers Aid Access Service
• Personal care

Visit Travellers Aid for a list of other services (such as mobility equipment hire, showers and rest rooms, beverages and luggage storage services).

Calls are charged at the cost of a local call.

Calls from mobile phones may be charged at a higher rate.