Accessibility

We are always happy to discuss any requirements you may have to make your visit more enjoyable. Where we cannot accommodate your wishes, we will endeavour to provide suitable options.

Welcoming assistance animals

Zoos Victoria aims to make its venues as easily and broadly available to all visitors as possible. We welcome visitors with assistance animals (such as guide dogs) certified by a registered authority.  

At each zoo there are identified exhibits and areas where assistance animals will not be permitted. This is due to quarantine restrictions and safety risks to Zoo animals and staff, or to the assistance animals and their users.  

Admission staff can provide information about these areas as you arrive at our Zoo.

Wheelchair hire

We have wheelchairs to hire at three of our zoos. You can request a booking for a wheelchair via these links:

Healesville Sanctuary >>
Melbourne Zoo >>
Werribee Open Range Zoo >>

Discounts for Carer and Companion Card holders

We have free entry at our zoos for all carers accompanying a person with a disability who is a holder of a Child Disability Allowance Health Care Card, a Disability Pension Card or a Companion Card.

We also have a 10% discount for a holder of a WeCare Card who is not accompanying a person with a disability.

Guided mobile tours

Zoos Victoria Volunteers offer free guided tours at Healesville Sanctuary and Werribee Open Range Zoo in an electric buggy to better assist visitors with accessing the zoo grounds. This service is not currently available at Melbourne Zoo. 

This buggy can carry up to three passengers and travels at walking pace so those unable to ride can join the tour on foot.

Guided mobile tour run for approximately 1.5 hours and while they are unable to access all areas of the zoo, they do provide a wonderful experience with our expert guides. 

Buggy tours must be booked 48 hours in advance so that a trained volunteer can be rostered for the day.

Changing Places facilities

All four of our zoos have a Changing Places facility equipped with extra features such as a tracking hoist, full-sized change table, larger-than-standard accessible toilets and more space to meet the needs of people with a disability. This can be accessed with a Master Locksmith Access Key (MLAK).

• At Melbourne Zoo, the MLAK is held at reception. 

MLAKs can also be ordered from the Master Locksmiths Association Ltd by completing the MLAK Order Form. The key can be purchased by people with disabilities, their carers, assistants and support workers to provide access to a network of facilities, including many Changing Places: changingplaces.org.au/build-a-facility/mlak-key/ 

Complimentary passes

Zoos Victoria receives thousands of requests each year for free or discounted entry and other zoo products for community groups, charities and other worthy causes. As a not-for-profit conservation organisation we too rely on donations and sponsorship for our continued operations and conservation programs. 

Ensuring our zoos are accessible to the community is very important to us. 

Our four zoos are free of charge for children under 16 years on weekends and Victorian government school and public holidays thanks to the Victorian Government. We also support our community partners including Mission Australia, a number of Aboriginal  community organisations, Make-a-Wish, the Starlight Foundation and the Victorian Youth Mentoring Alliance. 

If you would still like to forward a request, you may do so via email but please note we have very limited capacity to provide support to other community organisations and charitable causes. 

Please contact us to request a complimentary pass for your organisation or fundraising activity.

Sensory maps

Access sensory maps to plan your visit around high and low sensory areas.

• Melbourne Zoo Sensory Map 
• Werribee Open Range Zoo Sensory Map 
• Healesville Sanctuary Sensory Map
• Kyabram Fauna Park Sensory Map

Social Scripts

Social Scripts are visual documents to help prepare kids and neurodivergent visitors for what they may experience and encounter during their visit to the zoo. Our new Social Scripts were created in consultation with Amaze, the peak body for autistic people and their supporters in Victoria. 

• Werribee Open Range Zoo Social Scripts
• Melbourne Zoo Social Scripts
• Healesville Sanctuary Social Scripts

Accessible learning

Our schools programs cater for students with accessibility requirements, including mobility and learning difficulties. 

For more information on the different programs provided or how we can accommodate your needs, please contact our Customer Engagement Team on 1300 966 784.

Accessibility in our function and venue rooms

For general accessibility enquiries about our function and venue rooms please contact us.

Melbourne Zoo and Werribee Open Range Zoo
Zoo Events - Restaurant Associates
Tel: (03) 9274 9519

Healesville Sanctuary
Tel: (03) 03 5957 2837 

For more information, please visit our individual zoo accessibility page.

Website Accessibility Statement

Zoos Victoria is committed to ensuring digital accessibility for all users, including people with disability. We strive to provide an inclusive online experience that respects the rights of individuals to access information and services independently, in line with the Disability Discrimination Act 1992 and guidance from the Australian Human Rights Commission.

Standards Compliance

Our website, zoo.org.au, is designed to meet the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA. These guidelines help make web content more accessible for people with a wide range of disabilities, including visual, auditory, cognitive, and motor impairments.

We are continually improving our digital experience and are actively working towards achieving WCAG 2.2 Level AA compliance.

Accessibility Tools

To further support accessibility, we provide the Recite Me assistive toolbar on zoo.org.au. This tool offers a range of features to enhance the user experience, including text-to-speech functionality, reading aids, translation options, and customizable styling to suit individual needs.

Ongoing Improvements

Accessibility is an ongoing priority. We regularly review and enhance our website by:

• Conducting accessibility audits and testing

• Implementing improvements based on user feedback

• Considering accessibility in all new digital designs and content updates

   

Known Limitations

While we aim to ensure that all areas of our website are accessible, some parts of the site may not yet fully meet accessibility standards. We are working to address these areas as part of our continuous improvement program.

Feedback and Assistance

We welcome feedback on the accessibility of our website. If you encounter any barriers or have difficulty accessing content, please contact us and we will do our best to assist you:

• Email: contact@zoo.org.au

• Phone: 1300 966 784

We are committed to responding promptly and providing information in accessible formats upon request.