Our Commitment
| We understand the importance of having accurate information to maintain control of your schedule. When service disruptions occur, you need to have timely details so that you can make informed decisions. |
| a. |
When a City network service is delayed for more than four minutes, we will announce an estimated arrival time and provide regular updates (at attended stations). |
| b. |
Onboard, if a City network train has an unscheduled stop for more than two minutes we will provide you with information about the length of and reason for the delay, as soon as that information becomes available. |
| c. |
For planned disruptions to City network services, we will give you at least 14 days notice and provide details of alternative transport arrangements. For Traveltrain network services, we will give you no less than 60 days notice of planned disruptions. |
| d. |
For unplanned disruptions and cancellations to City network and Traveltrain network services, we will advise you as quickly as possible what alternative transport arrangements have been made. |
Our Performance
Clearer, more concise announcements
This year significant improvements have been made to the way customers are kept informed of unplanned delays and disruptions on both City and Traveltrain networks.
Employees of both our City and Traveltrain networks have been trained in new processes and communication guidelines to help deliver clearer and more concise information to customers during service disruptions, such as when a train is late arriving at a station, or when onboard delays are experienced.
Mobile customer service officers
In the last twelve months Queensland Rail has established a team of 26 Mobile Customer Care Representatives, with further plans for expansion of the team.
These representatives are committed to assisting customers to have a problem-free journey on our City network.
The team travel around the City network to ensure that customers have a Queensland Rail representative they can speak to, particularly during service disruptions. They provide customers with information on disruptions within the network, offer solutions to customer complaints and ensure customers are fully informed and are aware of any alternate transport being provided.