Assistance

Need a hand ?

This hand shows you where the Assistance bays are located in the métro. If you need help or if someone else needs help, please use them.

Help in all circumstances...

On station platforms, help is at your fingertips

There is an Assistance bay on each platform inside all 68 métro stations.

Each bay contains:

A red telephone directly linked to the métro's communications centre to speak with a communications officer should an incident occur.

A red handle to cut off electrical power to the tracks should someone be there.

An extinguisher in case of fire.

There are also Assistance telephones in the corridors leading to Bonaventure, Lucien-L’Allier, Cartier, de la Concorde and Montmorency stations, and next to the secondary entrances to Laurier station (Laurier/Berri), Jean-Talon, Iberville (west side) and Fabre (west side) stations.

If you witness an incident on a platform

Report it by picking up the red telephone inside the Assistance bay. A communications officer will take your call and staff members will be directed to you or the person in need of assistance.

If you witness an incident on a platform

Explain why you are calling and indicate the direction in which you are travelling, e.g. toward Henri-Bourassa.

You will also have to give a description of the person needing help, including gender, approximate age and race. Provide as many details as possible, such as clothing, and hair colour. Specify how many people need help if there is more than one.

If someone falls onto the tracks

Pull the red handle to cut off electrical power to the tracks. Report the incident by using the red telephone in the Assistance bay.

In case of fire

Report the fire by using the red telephone in the Assistance bay.

Inside métro cars, the following equipment can come in handy
The intercom enables you to speak with the train operator at all times.

If an incident occurs, use the intercom next to the métro car's central doors to report it to the operator.

Advise the operator of the situation and provide as many details as possible.
If you cannot reach the intercom, ask someone closer to it to report the problem.
Using the intercom is the best way to get help quickly. As soon as an incident is reported, STM staff can be on hand at the next station to help you or assist the person in need of help.

The emergency brake

The emergency brake should only be used under extreme circumstances and you want to prevent the train from leaving the station.

If possible, pull the emergency brake when the métro is stopped and the train’s doors are open, making it easier for the operator to intervene more quickly.

If you pull the emergency brake while the train is still moving, it will come to a stop at the platform or, in most cases, stop at the next station. The train operator will then head for the métro car where the brake was released to assess the situation and, if needed, call in for help.

STM employees are there to lend a hand in any situation.

Some transit users decide to check the emergency brake for no good reason.
This only leads to slowing down service and wasting everyone’s time
while the operator assesses the situation, returns to the front of the train
and gets it underway again.

This brake is for emergency use only. Anyone pulling the emergency brake unnecessarily or without good reason is breaching By-law R-036
and is subject to a fine of up to $500 plus fees.

Next:
Few situations when using the red telephone on the platform
or the intercom aboard the train is justified

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