News & Media

Commuter care a priority at Spencer Street Station

Additional customer assistance will be available at Spencer Street Station during redevelopment works which are underway to transform the station into an airport-style transport interchange the Minister for Major Projects, Peter Batchelor, said today.
“Extensive works are taking place to upgrade the terminal and platforms to create a seamless multimodal interchange for travellers using metropolitan, intrastate and interstate rail and coach services,” Mr Batchelor said.
“While construction is underway, trains and buses will still use Spencer Street Station, allowing commuters to witness first-hand the exciting transformation as it takes shape.
“There will be some disruptions and changes to the normal timetable, with platforms to be temporarily closed and restrictions placed on services during key times in the construction program.
“However, informing station users about any changes and advising of temporary arrangements is a priority.
To assist with this, a team of customer service officers, easily identifiable in their light blue fluorescent vests, are on hand to assist.”
Mr Batchelor said the team of almost 20 customer service officers could help customers with directions, hailing taxis, or any other help needed to get them to their destination.
“The customer service team has also been trained by the City of Melbourne and Tourism Victoria to guide commuters to places of interest across the state,” he said.
“This means that while customer service operators are guiding people to where to catch the train to Bendigo, they can also pass on advice about what to do, and where to visit once they arrive.”
Mr Batchelor said several buggies would also be available to assist the frail, aged, or mobility impaired in getting to where they need to go at the Station.
“This is a fantastic additional service that will be in place for the duration of the construction works,” he said.
“Recent changes to the station have seen the opening of a temporary coach facility and the partial closure of platforms 3 and 4, with the customer service team playing a key role in helping familiarising travellers with the new arrangements.”
The $350 million redevelopment of Spencer Street Station transport facility being undertaken by the Civic Nexus consortium in partnership with the Victorian Government, is the State’s biggest public/private partnership.
The redeveloped transport facility is due for completion by mid-2005 and will be renamed Southern Cross Station.
Customers who require special assistance should contact the Station’s Disability Services number on 9619 2300, or go to the Customer Service Desks in either the temporary coach facility or on the ground floor of the main station building.