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Accessibility on the City network 

 
 

Queensland Rail is committed to providing rail services that enable all our customers to carry out their journey without barriers.

Through our Station Upgrade Program, we continue to upgrade our facilities and services to provide independent access for all.

If you’re a customer with a disability, have walking difficulties, use a mobility aid or plan to travel with a pram or luggage, select a link below for more information:

Station Access Guide

Queensland Rail’s Station Access Guide provides customers with information about the level of access and specific facilities at every City network station and can be viewed here (PDF, 3MB). Currently the Guide is only viewable as a PDF, however if you would like to request a hard copy or have a question about a particular station please email communityengagement@qr.com.au.

Access at our stations

For customers requiring assistance to board or disembark the train, Queensland Rail encourages you to use the assisted boarding point on the platform.

This point is indicated by a blue and white symbol for accessibility, and will be right next to the guard’s cabin when the train pulls in. At many stations it will be located on a higher section of the platform to allow for easier access to and from the carriage.

The assisted boarding point is also usually close to other access features such as the Emergency and Disability Assistance Phone, Hearing Aid Loops, audio and visual timetable information, and lifts.

When the train arrives at the station, let the guard know your destination and they can deploy the portable boarding ramp or provide any other assistance you may require.

To safely use the ramp, your mobility aid should not exceed 750mm wide by 1300mm long, and the combined weight of you, your mobility aid and any carried items should not exceed 300kg.

Access onboard our trains

If you have a disability, are elderly, pregnant or travelling with young children, we recommend using the priority seating.

Priority seating is located near the carriage doors for easy access.  On many trains, the priority seating is indicated by blue and white signs with raised text, pictograms and Braille.

There are also allocated spaces for people who use a wheelchair or mobility scooter on each of our City network services. These spaces are usually located in the carriage in next to the guard’s cabin.

All Queensland Rail trains are also fitted with disability assistance and emergency intercoms.  These intercoms are usually located to the side of a carriage door but may also be located near the allocated spaces for people who use mobility aids.

Text Messaging Service

If you are deaf or have a hearing impairment, Queensland Rail provides a 24/7 text messaging service should you require assistance or find yourself in an emergency situation.

By sending an SMS to 0428 774 636, you can contact a Queensland Rail Passenger Service Officer to obtain train and platform assistance, station accessibility or timetable information, and seek help during an emergency.

Translink Access Pass

If you are unable to independently access the go card ticketing system due to the nature of your disability, you may be eligible to apply for a TransLink Access Pass.

Once purchased, this pass allows unlimited travel on all TransLink train, bus and ferry services until it expires (excluding Airtrain).

The Pass doesn't need to be touched on and off like a go card. You just need to carry it with you at all times while travelling.

Customers can obtain this pass if all the following apply:

  • you are a permanent Queensland resident
  • you have a significant permanent physical or intellectual disability
  • you can travel independently
  • you've been assessed by a qualified health care professional as being unable to touch on or touch off with a go card.

To apply for a TransLink Access Pass click here (new window).

Vision Impairment Travel Pass

A Vision Impairment Travel Pass entitles the holder to free travel on all TransLink train, bus and ferry services (except Airtrain services). The pass is valid for five years from the date of issue.

You don't need to touch on and off like a go card. You just need to carry it with you at all times while travelling in case you're asked to show it.

To apply for a Vision Impairment Travel Pass call  13 12 30 or click here (new window).

Assistance Animal Pass

The TransLink Assistance Animal Pass allows certified Guide dogs and other assistance animals to ride on TransLink train, bus and ferry services. The card is valid for two years from the date of issue.

To apply for a pass, your dog must be certified and wear a coat or harness which identifies this. You’ll also need to carry an identification card giving your dog access rights to public places and public passenger vehicles.

To apply for an Assistance Animal Pass download an application form (new window) and follow the instructions in the guide.

More information can be found on the Department of Communities, Child Safety and Disability Services website (new window) or by calling 1800 210 976.

Companions, carers or support workers

Customers with a disability who require a high level of assistance should be accompanied by a companion. A companion is any person, including a paid or unpaid carer, friend or family member who accompanies a person with a disability to provide attendant care and support.

Companions travel for free on Queensland Rail City network services if the person with a disability has a Companion Card issued by any Australian State or Territory.

Queensland Rail expects that once the customer has boarded the train, the guard will not be required to provide assistance or medical intervention.

To apply for a Companion Card call 13 74 68 or visit companioncard.gov.au (new window).

Rail Safety and Orientation Days

If you have a disability and are new to travelling by train, or want to refresh your travelling skills, Queensland Rail runs quarterly Rail Safety and Orientation Days. At these events, members from the Accessibility Team will be on hand to take you through a station and stationary train in a relaxed and controlled environment.

You’ll have an opportunity to learn about the variety of accessibility features found across the City Network, ask questions of station staff and train crew, and even to practice boarding, disembarking and moving through the carriage. 

For more information about Rail Safety and Orientation Days, please email communityengagement@qr.com.au.

1-on-1 Travel training

If you have a disability and are new to travelling by train, or want to refresh your travelling skills, Queensland Rail can also offer customers 1-on-1 travel training sessions.

At an off-peak time that is convenient, a Queensland Rail Mobile Customer Care Rep will meet you at your nominated City Network station and accompany you on a short journey, helping to familiarise you with the station and train environment, as well as answer any questions you may have about travelling by rail.

For more information about 1-on-1 travel training for customers with a disability, please email communityengagement@qr.com.au.

Accessibility Reference Groups and Customer Engagement

Established in 2003, Queensland Rail's Accessibility Reference Group aims to provide a forum to obtain community input into the development of non-discriminatory and accessible procedures, design work, construction and customer service.

The group meet each quarter to represent a cross-section of the state's peak disability sector organisations, and as required for consultation on specific projects and initiatives. Members are appointed by invitation only to ensure that the full spectrum of concerns and interests across user groups are represented at all times.

Queensland Rail also maintains an email database for disability sector organisations and individual customers with a disability who wish to be notified about upcoming track closures, planned lift maintenance and changes to station access. If you would like to receive these updates, please email communityengagement@qr.com.au.

2013-17 Accessibility Action Plan

With input from our Accessibility Reference Group, Queensland Rail has been putting together our updated Accessibility Action Plan. This document will outline our achievements to date in providing accessible rail services, and the path forwards over the next five years.

 

Contact us

For general enquiries:

Phone:
- 13 16 17 (within Aust)
- 0061 7 3072 2222 (outside Aust)

7.15am - 5.30pm EST; Mon-Fri

TTY:
07 3606 5800

SMS:
0428 774 636

In case of emergency call 000

Email:
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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