Skip navigation links
Customer Charter
Customer Charter (brochure)
Your safety and security
Your time
Your information
Your surroundings
Your customer service
How you can help
Our performance

Your safety and security  

 
 

Your safety

Our Commitment

We aim to be Australia’s safest railway. Your safety and security is our number one priority. We are committed to constantly improving the personal safety and the security of our customers and our people.

  • We will watch our for you with over 8000 CCTV cameras installed across our City network.
  • We provide Personal Emergency Intercoms on the vast majority of City network carriages (by each door) to ensure you can contact the Train Guard or Driver if needed. Emergency help phones are available for you and are located on station platforms and in station lifts. Your safety
  • We are proactive in making sure you are safe by working in partnership with Police Railway Squad, Mobile Security Teams (with dogs), Transit Officers and Security Guards to provide a visible presence on the network.
  • Our people are trained to ensure your journey is safe.
  • We monitor safety trends and undertake extensive safety awareness campaigns across the state.
  • We have Core Safety Zones on the majority of City network stations outside the Brisbane CBD. They are marked by the blue and white diagonal stripes. We ensure customers in these areas are visible to our people in the Control Centre.
  • We have assisted boarding areas – near the white and blue wheelchair symbol marked on the station platform for customers who require assistance to safely board. Our Guards will be close to readily assist.

We are always here to help

If you need assistance, have a disability or use a mobility aid, you can check the facilities we provide at your preferred station before you journey by calling TransLink 13 12 30

When you book a journey on one of our travel network services, please advise if you require assistance.

Our Performance

Performance measure for our commitment to your safety:
"We aim to reduce reported assaults and customer injuries"

Quarter Reported assaults per million customer trips  

Queensland Rail aims to reduce crime and anti-social behaviour by discouraging offenders from committing crimes.

The number or reported assaults on our City network helps us to gauge our effectiveness in achieving this aim.

Improved lighting at stations, widespread camera surveillance and the introduction of Mobile Security Patrols at stations and car parks across the City network are some examples of the measures we are taking to provide a safe environment for our customers.

Jan - Mar 2013 3.4
Apr - Jun 2013 3.6
Jul - Sep 2013  2.9
Oct - Dec 2013 3.2

The measure defined
For every one million customer trips, the number of assaults which occur on our City network including trains, stations and car parks and are reported to the Queensland Police Service.

This independent metric is used internationally. The south east Queensland measure is published jointly by the Queensland Police Service and Queensland Rail.

This is how this figure is calculated
Number of assaults / (customer trips / 1,000,000)

"Number of assaults" is provided by the Queensland Police Service and represents the total number of assaults reported to the police on our City network including on trains, at stations and in Queensland Rail car parks.

"Customer trips" is the number of people travelling on the City network during the period

Quarter Reported customer injuries per million customer trips  

Queensland Rail aims to reduce the number of customers injured on our property. We do this by ensuring the environment is safe and free of hazards.

The number or reported injuries on our City network helps us to gauge our effectiveness in achieving this aim.
Improved signage at stations and onboard our trains and the reintroduction of safeworking qualifications for station staff are just some examples of the measures we are taking to provide a safe environment for our customers.

Jan - Mar 2013 15.81
Apr - Jun 2013 16.37
Jul - Sep 2013  13.08
Oct - Dec 2013 12.61

The number of customer injuries which occur on our City network including trains, stations and Queensland Rail property is reported to the Executive Leadership Team (including the CEO) on a monthly basis.

The measure defined 
For every one million customer trips, the number reported customer injuries that occur on our City network including trains, stations and car parks.

This is how this figure is calculated
Number of reported injuries/ (customer trips / 1,000,000)

“Number of reported injuries” is provided by Queensland Rail’s Safety team and represents the total number customer injuries reported to Queensland Rail on our City network including on trains, at stations and other Queensland Rail property.

“Customer trips” is the number of people travelling on the City network during the period.

Customer satisfaction – Safety & security

Each month, TransLink surveys our customers to ascertain their satisfaction with the Safety & security at stops, stations and on board vehicles. The figures presented in the below chart are index scores out of possible 100. Satisfaction levels of 75 or above are classed as ‘best practice’, while 60 and above is considered ‘satisfactory’.


Please note: Index figures are from the TransLink customer satisfaction monthly report. These are TransLink figures not Queensland Rail internal figures as published on the Government open data website at the end of the month following – i.e. June data is available at the end of July.

 Your Safety & Security

 
General Enquiries:

To give feedback on Queensland Rail's Customer Charter, or for more information, please contact us at:

W:

Feedback Form

P:

13 16 17
(7.15am - 5.30pm EST; Mon-Fri)

 

CSIA logo

Mobile | Right to Information | Peak On-Time Results | Copyright | Disclaimer | Privacy | Linking Policy | Site map

The Queensland Rail Group including Queensland Rail (ABN 68 598 268 528) and Queensland Rail Limited (ABN 71 132 181 090) Travel Agent License 3274957