Making every journey matter: Kinetic invests in enhancing accessibility
The importance of public transport to people with disability is motivating Kinetic’s continued investment in Melbourne’s bus experience.
Shortly after taking over the Metropolitan Bus Franchise (MBF) in 2022, Kinetic established an Accessibility Reference Group (ARG) to guide its approach to creating a more accessible bus network for Victorians.
Tricia Malowney OAM, Chief Accessibility Advocate at the Victorian Department of Transport and Planning and member of Kinetic’s ARG, said, “The best advocates for people with disabilities are those who understand the value of working collaboratively, bringing in a diverse range of people to share their experiences and learn from one another.”
The ARG has welcomed a range of new investments in Kinetic’s second year operating metro bus services in Melbourne, including appointing a dedicated disability awareness trainer with lived experience.
The initiative follows the implementation of the Sunflower Hidden Disabilities program and strengthens efforts to ensure drivers and Customer Service Officers (CSO) have the knowledge and skills to enhance the experience of people with disability.
Kinetic has also invested in a dedicated state-of-the-art operations control centre (OCC) in North Melbourne.
Transport disruptions disproportionately affect people with disabilities and the facility is supported with a dedicated team, live CCTV feeds and on-road supervisors to better support network management and customer communication.
Justin Rogers, who leads Customer Experience at Kinetic, said people with disability should enjoy the same experience travelling on bus services as other members of the community.
“We’re taking deliberate steps to ensure our services are for everyone and can continue to connect people with disability to the community,” Mr Rogers said.
“1 in 5 people have disability and they can experience significant barriers to using public transport. We want to increase confidence travelling with us so people can connect to the things they want to do.”
Coinciding with International Day of People with Disability (IDPwD), Kinetic has launched its second Accessibility Action Plan (AAP) 2024-2026.
Developed in consultation with people with lived experience of disability, the plan outlines specific actions to continue to improve Melbourne’s bus experience.
It focuses on improving customer experience through enhanced communication, encouraging more people to feel safe and confident to travel, building capability to deliver an accessible and inclusive service, and encouraging change in the workplace.
“Plans like this one are important because they serve as roadmaps that not only remove barriers but also contribute to creating a more inclusive and accessible public transport network,” says Malowney.
To learn more about the Kinetic Accessibility Action Plan, read it here.
International Day of People with Disability is a United Nations observed day held on December 3 every year. It aims to promote community awareness, understanding and acceptable of people with disability.
Further enquiries
Justin Rogers
Manager Communication, Stakeholder and Customer – NSW/VIC/TAS
0419 230 242
justin.rogers@wearekinetic.com.au