What are the customer help points?

Created by Luke Taylor, Modified on Fri, 17 Feb, 2023 at 1:13 PM by Luke Taylor

You may have noticed that on every single platform, we have help points.

These are generally located in the centre of the platform, or on the side of the ticket vending machine.

You will notice 2 buttons on the help points. One for information and one for emergency. When one of these buttons are pressed, they connect directly to the control room staff, located at our Wilkinson Street tram depot. We will also be able to view you quite clearly via the CCTV cameras which will be directed to the help point once a button is pressed.

If you need any information about the tram network or your journey, or you are experiencing any issues whilst at the tram stop, then please use the information button.

It's also useful to use the information button if you require more time when boarding and alighting the tram. We will be able to relay this information to the driver of the next tram, ensuring you have enough time to board and get off safely. This is especially useful to our customers who are less mobile or may be using a wheelchair or mobility scooter. Parents using pushchairs are also encouraged to use the help points prior to boarding or alighting the tram if necessary, so we can ensure our drivers are aware that you might need a little more time getting on or off

The tram stops are considered a safe space and we have extensive CCTV covering our entire system. If you are in any situation that you consider an emergency, regardless of whether or not you are using the trams, then please use the emergency help point. Our control room is manned 24 hours a day, 365 days a year. No matter what time of day or night, if you have an emergency and need help, then you are encouraged to use our emergency help points. Our staff will be on hand to assist you.

If you need to report something that requires the emergency services, then we would advise you to call 999 as soon as possible so you can relay the information to the emergency services first hand.

Our help points are also labelled in braille and you will find soft tactile paving next to each help point, ensuring customers who have impaired vision can find our help points easily.