Our Commitment
| Your safety is our number one priority. We are committed to constantly improving personal safety and the security of our customers and our people: |
| a. |
We are watching out for you with 7800 CCTV cameras installed across our City network - on all City network train services, stations and the vast majority of marked car parks.
To help you feel safe and secure, Queensland Rail has a ’Core Safety Zone’ on the majority of City network stations outside the Brisbane CBD. These are identifiable by the blue and white diagonal stripes on station platforms. You will be most visible to our people in the Control Centre if you are standing or seated in the marked Core Safety Zone.
Emergency help points are also located on station platforms and in station lifts. In an emergency on the platform, our people at the Control Centre can be alerted through these emergency help phones.
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| b. |
A personal emergency intercom is available on the vast majority of City network carriages (by each door) to put you in contact with the Train Guard or Driver if needed. |
| c. |
Together, the Police Railway Squad, Transit Officers and Security Guards provide a visible presence to help you feel safe and secure when travelling on our City network services. Mobile Security Teams with a dog also patrol City network stations. |
| d. |
If you need assistance to safely board or disembark a City network train, wait at the assisted boarding area (near the blue wheelchair symbol marked on the station platform) so that you will be close to the Guard’s cabin when the train stops. Let the Guard know you require assistance and advise them of your destination. |
| e. |
On our Travel network services, our people are responsible servers of alcohol. Selected people are also trained in conflict management to help diffuse anti-social behaviour. Disruptive customers who become a risk to the safety of others will be removed from the train. |
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If you need assistance, have a disability or use a mobility aid or wheelchair, check the facilities we provide at your preferred station before your journey, by calling TransLink on 13 12 30 or visit queenslandrail.com.au |
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If you are planning a journey on one of our Travel network services, please advise if you require assistance when making your booking. We provide disability access on all Tilt Train services. |
Our Performance
Performance measure for our commitment to your safety:
"We aim to reduce reported assaults"
| Quarter |
Reported assaults per million customer trips |
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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. |
| Jul - Sep 2012 |
3.6 |
| Oct - Dec 2012 |
3.7 |
| Jan - Mar 2013 |
3.4 |
| Apr - Jun 2013 |
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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 the figure is calculated
Number of assaults / (customer trips / 1,000,000)
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"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. |
Revised methodology from 1 July 2012
From 1 July 2012 Queensland Rail calculates this metric using customer trips rather than customer journeys.
A customer trip is the act of travelling from point A to point B with no transfers (a single trip). A trip may be the full journey or part of the journey. For example a journey may be from Wooloowin to Cleveland. If you change lines at Central, it becomes two trips: one trip from Wooloowin to Central and a second trip from Central to Cleveland.
A customer journey can be one trip, or a number of trips with transfers, to travel from origin to destination. When making a number of trips to get to a destination it is still one journey if you touch on within 60 minutes of touching off on your previous trip.
For more information on the difference between trips and journeys please visit the TransLink website:
http://translink.com.au/tickets-and-fares/fares/go-card-journey-and-trip
Historical Data
Results using the previous methodology of customer journeys are shown below:
| Quarter |
Reported assaults per million customer journeys |
| Jul - Sep 2011 |
4.3 |
| Oct - Dec 2011 |
5.5 |
| Jan - Mar 2012 |
5.5 |
| Apr - Jun 2012 |
4.2 |