Frequently asked questions

We are a cashless zoo. We accept card and digital payments at all four Zoos Victoria zoos, being Melbourne Zoo, Kyabram Fauna Park, Werribee Open Range Zoo and Healesville Sanctuary. Our staff will ask if you can pay via card, however we don’t want to exclude any customers who are unable to pay by card and only have cash, so will accept cash at some outlets by exception. Please do consider this when visiting us!

You can use your utlise you Companion Card when you purchase your tickets at each property.

You can also book online or our Customer Engagement Team can help you book your ticket over the phone. Just give them a call on 1300 966 784 between 9am and 5pm, seven days a week, Alternatively you can email contact@zoo.org.au.

You can change your ticket date or cancel your free tickets. Modify your booking here

Alternatively, you can contact our Customer Engagement team on 1300 966 784 between 9am and 5pm, seven days a week or via email at contact@zoo.org.au

Feel free to give us a call on 1300 966 784 between 9am and 5pm and we can process your booking over the phone.

Alternatively, we do have tickets available at the Zoo, please note that our tickets are subject to availability so we recommend booking in advance to avoid disappointment.

Gift cards can be redeemed for tickets through our website or through the Customer Engagement Team by calling 1300 966 784 or by emailing contact@zoo.org.au. If you have purchased an open-dated zoo ticket in the past or have received a free zoo ticket, please contact the Customer Engagement Team so we can book your ticket in for a particular date.

Yes! Thanks to the Victorian State Government, kids under 16 can now visit Kyabram Fauna Park for free on weekends, public holidays and Victorian school holidays.

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

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

Don't panic. Just let us know what you've lost and we'll let you know if it turns up. Please fill out this webform:

Healesville Sanctuary >>
Kyabram Fauna Park >>
Melbourne Zoo >>
Werrribee Open Range Zoo >>

To make sure that our visitors, staff, volunteers and the animals that live at each of our four properties are safe and happy, we ask you do not bring the following items on your trip to Melbourne Zoo, Healesville Sanctuary, Werribee Open Range Zoo and Kyabram Fauna Park.

• Audio or musical equipment that can disturb our animals (e.g whistles, speakers etc)
• Balls, balloons, bicycles, drones, scooters (excluding mobility scooters), skateboards, roller blades or motorised devices.
• Any illegal substances.
• Pets (excluding certified and registered authority service animals. Please call 1300 966 784 to arrange this)
• Tents, gazebos and lawn chairs.

Zoo Members do not need to pre-book their zoo ticket as you have guaranteed entry to the zoos, but you do need to scan your member card at the gate.

Yes, you can renew your Zoo Membership at the gate.

And don’t forget, if you’re not yet a Zoo Member and have had a wonderful day outdoors with nature at the zoo and would like to upgrade to a Zoo Membership, you can do this at the gate on your way out and we’ll deduct the cost of your zoo ticket - a bit like try before you buy!

Yes, Zoo Members will need to present their Zoo Membership card at the gate for entry. If you’ve lost your Zoo Membership card, you can download your digital card straight to your Apple or Google wallet through your member portal. You can also order a replacement card here, but please you have a photo ID on you when you visit so we can check your account.

Please make sure your Zoo Membership has not expired by logging in here >> and clicking 'Manage or renew membership'.

Or if it's a gift membership, you need to make sure it has been activated >>

If you're still having trouble, please call us on 1300 966 784 and we can check your account.

Yes, we just structure it a little differently. Children join for free when you purchase an adult membership, so at the membership checkout page, just make sure you select as many adults and children as there are in your family - think of it as a build-your-own family membership!

All Zoos Victoria memberships are for 12 months from the date of sign up or activation.

When your membership is up for renewal, you will be notified by email and can cancel your automatic rollover 28 days prior via your online membership dashboard or over the phone with our Customer Engagement Team on 1300 966 784.

Members paying by monthly instalments have entered a contract to pay the annual membership cost over 12 equal monthly instalments, and cannot cancel part way through.

If your membership has rolled over and you would like to cancel your membership, please reach out to our Customer Engagement Team to discuss your options.

Our yearly and monthly memberships have a twelve-month commitment and you will be given the option to opt out of the rollover in the 28 days leading up to your membership expiry.

If you do not wish to opt in for the auto rollover you can sign up for your membership over the phone via the Customer Engagement Team on 1300 966 784 or with our friendly admission teams at any Zoos Victoria property.

If you have lost your member card that is no problem, we can organise a new one for you. Simply log in to your membership dashboard at zoo.org.au/membership to download your digital card straight to your Apple or Google wallet, so you always have it handy!

You can also request a new card to be delivered to you, but please be aware these cards can take a few weeks to reach you with current postal delays, so we suggest you also request a membership summary via the dashboard which can also be used as your member card.

If any of your contact details have changed including your address, please logon to your member dashboard to update them.

Please send an email to members@zoo.org.au and include your membership number and the correct names of each member.  

If you have a wonderful day out at one of our zoos and would like to sign up to become a member, we are able to deduct the cost of your ticket from your membership. You are able to do this on the day of your visit at our admission gates. Alternatively, please contact our Customer Engagement Team on 1300 966 784 within 14 days of your visit.

All named members of Taronga Zoo, Taronga Western Plains Zoo, Adelaide Zoo, Monarto Safari Park and Perth Zoo are entitled to reciprocal entry.

Please provide your valid membership card and photo ID to the admission staff at the gate of the zoo you are visiting.

Reciprocal entry does not apply to transferrable memberships.

Yes, you can purchase a membership at the discounted senior rate. To secure your membership, contact our Customer engagement team on 1300 966 784.

Excursions are now available to book. Please explore what's available for your year level here. 

For all your planning needs including risk assessments, transport options, price and answers to other Education FAQs, please see the Plan Your Visit page.

Schools and education are a critical part of the role of both Zoos Victoria and Kyabram Fauna Park. You can see the full range of excursions here.

Kyabram Fauna Park is a much-loved zoo with beautiful wildlife, wetlands and extensive grounds. Across 55 hectares, Kyabram Fauna Park is home to more than 600 animals and has been actively involved in the management of wildlife conservation programs since 1979.  

It depends on where you live but head to this webpage for more information. From Melbourne, it’s a two-and-a-half hour drive, and just 30 minutes from either Echuca and Shepparton.

Yes! Thanks to the Victorian State Government, kids under 16 can now visit Kyabram Fauna Park for free on weekends, public holidays and Victorian school holidays. Please note that tickets for Kyabram Fauna Park cannot currently be booked online and can only be purchased at the gate.

We are honouring the current price of Kyabram Fauna Park tickets for the moment, however we are now introducing “Kids Visit Free” so children under 16 can visit free on weekends, public holidays and Victoria school holidays, which is funded by the Victorian Government. The current prices are listed on this webpage.

Kyabram Fauna Park is home to more than 600 local Australian animals – everything from koalas, dingoes and kangaroos. It also recently had a mob of Meerkats join the zoo.

Kyabram Fauna Park was located on freehold land owned by Campaspe Shire Council and Crown land (State Government) managed by the Kyabram Fauna Park Committee of Management (CoM ). The CoM was appointed on an interim basis from July 2018.  The primary focus of the CoM was to reset the operations of the Fauna Park, develop a vision for the future of the Park and evaluate options for future governance of the Park to ensure long-term sustainability.  
 
Following a review, it was recommended that Zoos Victoria is best placed to manage the site into the future due to its close alignment with the zoo’s operations and conservation goals. Zoos Victoria’s positive reputation for managing wonderful facilities will be a big drawcard to bring more visitors to the zoo and the region. This will ensure the Park is financially sustainable into the longterm.

Yes! Kyabram Fauna Park is now part of the Zoos Victoria family and that means you can visit Kyabram Fauna Park the same way you visit your other zoos – just show your membership card at the gate.

Yes! Kyabram Fauna Park Members are now Zoos Victoria Members which means you can visit all four zoos by simply showing your membership card at the gate.

Yes! Thanks to the Victorian State Government, kids under 16 can now visit Kyabram Fauna Park for free on weekends, public holidays and Victorian school holidays.

No, the free safari bus at Werribee Open Range Zoo cannot be prebooked. With capacity limitations in place there may be a bit of a wait on busy days so please be patient. If you'd like a more intimate and prebooked safari experience, feel check out the Deluxe Safari Adventure which is $60/person ($54 for Zoo Members). 

Yes, this program is only available for Zoos Victoria Members and has limited positions. 

Please refer to this page here for information on how to book: https://www.zoo.org.au/melbourne/whats-on/events/zoo-playgroup/

For your first program please meet inside the Melbourne Zoo Main Gate entrance at the program booking time. The Keeper Kids Officer will show you during the program where to meet for the remaining programs.

If less than 30 minutes late, please make your way to the Keeper Kids garden. You will find the group there. If more than 30 minutes late, please seek assistance from Admissions on arrival. The Admissions team will do their best to determine the location of the Playgroup in the zoo.

We require one adult to be accountable for their child at all times. It is Ok if this adult varies from week to week. Please note we only have capacity to have one adult per child during the program.

If you haven’t joined the program within 30 minutes of the starting time, then we will assume you are not coming. We are not able to refund or offer additional programs for any that are missed.

All weather clothing, hat, sunscreen, water bottle. Be prepared for messy play.

While the program won’t be taking a break to have a snack, you are welcome to step away at any point to have a snack. Please consider foods with low allergy risk.

This is an all weather program. Please come prepared to be outside in all types of weather. We do have some options to move inside if we need to seek shelter. In the event of extreme weather or emergencies we will follow the advice of the Melbourne Zoo Safety Officer on duty.

The Adult accompanying the child is accountable for the child and is required to have the child in line of sight at all times.

We are taking a maximum of 15 children aged 2 years to 5 years with their accompanying adult per program.

Yes, we consider inclusive practice in the programs we design. Please let the bookings team know when booking if there is anything that we may need to consider. You may also like to have a chat with the Keeper Kids Officer about the best way to engage with your child during the first program.

Please note, if the adult accompanying the child is not a Zoo Member, they will need to show their confirmation email as proof of booking which allows them entry for the session. Zoos Victoria memberships are non-transferrable and cannot be shared between family members and friends.