Kinetic accelerates inclusion efforts with expansion of accessibility advisory groups

Kinetic has expanded its commitment to accessible transport in Australia, with the establishment of two new Accessibility Reference Groups (ARG) in Tasmania and Queensland, building on the success of the Victorian initiative established in 2022.

The ARG, which began when Kinetic took over the running of Melbourne’s Metropolitan Bus Franchise (MBF), brings together community members with lived experience of disability to share their insights over a two-year term.

ARG members meet regularly to share their experiences, provide valuable feedback, and suggest service improvements that make a meaningful difference to passengers across the network.

"Expanding our Accessibility Reference Group initiative into Tasmania and Queensland marks an important milestone in our journey to create truly inclusive public transport across Australia," said Kinetic’s General Manager of Customer Experience (Australia) Justin Rogers.

"By hearing directly from people with disability in different regions, we can better understand local challenges, compare insights across states, and share what’s working. This approach helps us raise the bar and work towards improving accessibility across our entire business."

The interstate expansion commenced with the first Tasmanian ARG meeting held on 7 May 2025, with Queensland next in line.

Amplifying voices in public transport accessibility

Since its inception, the ARG has been instrumental in shaping Kinetic's approach to accessibility. The Melbourne ARG members provided crucial input into Kinetic's Accessibility Action Plan 2023-2026, which outlines specific actions to improve the bus experience for Melbourne users.

Further improvements born out of the Melbourne ARG include:

• The implementation of the Hidden Disability Sunflower program, which helps staff recognise and better assist passengers with non-visible disabilities.
• Improved disability awareness training delivered by trainers with lived experience of disability. This practical approach moved training out of the classroom, giving drivers and staff first-hand experience of what it feels like to navigate public transport in a wheelchair.
• Development of specialised training videos helping drivers better support customers travelling with assistance animals. This includes education on recognising different types of assistance animals, such as hearing assistance dogs.  

The ARG has also been valuable in coordinating accessibility events such as "Try Before You Ride," which gives people, particularly those with disabilities, the opportunity to build confidence using public transport in a safe environment.

Looking ahead

The ARG's influence extends beyond Kinetic's direct operations. Members regularly provide feedback on elements of the public transport journey that fall outside Kinetic's immediate control, such as journey planning and ensuring relief areas for assistance animals on the network.

Kinetic has also benefited from the professional expertise within the ARG. One member, Dom, works for Ability WORKS Australia, which Kinetic subsequently employed to conduct a comprehensive accessibility website audit to improve the experience for people with disabilities.

"We're focused on making our services work for everyone by removing barriers and making bus travel easier, and more accessible for all," said Mr Rogers.

"Our ARG members are absolutely central to that mission."

With one in five Australians experiencing some form of disability, the ARG plays a vital role in ensuring that public transport is truly for everyone. We look forward to its interstate expansion bringing fresh perspectives, new connections and local insights that will further enhance Kinetic's ability to connect people to their communities.