Our Accessibility Survey invited our customers to share their views, advice, comments, and suggestions on current access to our services and plans for the future.
The survey was made available via the Queensland Rail website, email distribution to disability and community organisations and promoted at City Network Stations. We asked specific questions in relation to our stations, trains and staff and, encouraged general feedback relating to accessibility.
The results of the survey will help provide greater strategic direction through ensuring the voice of our customers and community are heard. Enabling us to support our community by delivering an accessible rail network.
Click here to download the 
Accessibilty Report: Survey and Workshop 2010-2011 (PDF, 3673KB)
Click to find out more about:
Summary of key findings - Accessibility Survey
Information and feedback
Overall, respondents identified speaking directly to Queensland Rail staff (42%) and checking our website (50%) as their main methods for finding information about station accessibility.
The Queensland Rail website was also identified as the preferred means of receiving this information (63%).
The results showed a strong recognition that the provision of information and the opportunity to provide feedback were important to all respondents.
Our staff
Overall respondents rated our standards of customer service highly.
Responses showed our staff
- Are polite and friendly (85%)
- Anticipate customer needs (69%)
- Provide helpful service (84%)
These positive results reflect those achieved in the City Network TransLink customer satisfaction survey, where high levels of satisfaction with customer service are apparent.
Your City network stations
Respondents were provided with two options per category to choose between in relation to station upgrades. Respondents consistently identified related issues they considered would improve station accessibility.
The most common response by all respondents was a preference to upgrade smaller suburban stations, in particular, those stations with access via stairs only. In general, respondents identified temporary access solutions as an acceptable alternative to permanent solutions.
A summary of responses relating to City Network stations is provided in the table below:
| Access Concern |
Preferred Option |
Alternative Option |
| Station Access Upgrades |
Upgrade suburban stations (83%) |
Upgrade larger stations |
| Highest priority |
Upgrade stations with stair access only (83%) |
Upgrade stations with limited access (17%) |
| Important |
Installing station lifts and ramps (56%) |
Reducing the gap between train and platform (44%) |
| Existing steep ramps |
Retain steep ramps after lifts installed (96%) |
Remove steep ramps (4%) |
| Access Solutions |
Temporary solutions at more stations (60%) |
Permanent solutions at fewer stations (40%) |
Other strong trends regarding station improvements included:
- Hazard Tactiles on all platform edges as a public safety initiative
- Improve quality and quantity of signage (including, more information about which trains leave from which platform)
- Increase undercover waiting areas
- More visual or digital information for customers in addition to enhanced auditory information, via the PA system.
Hearing Loops
The survey findings indicate that half of the respondents (50%) are satisfied with the availability of information in relation to location of hearing loops at stations. Only 2% considered more information as necessary. A total of 59% of respondents believe the level of hearing loop information provided is effective.
Some of the general comments about hearing loops are listed below:
- “I wear hearing aids but don't require the loops. I find most people are already aware of loops.”
- “Signage in language the user understands eg ‘hearing augmentation’ not user friendly, mention T switch.”
Tactiles
Respondents consistently identified hazard tactiles as a useful reminder to be careful near the platform edge (66%) and, clearly indicate the location of the yellow safety line (63%).
Some of the general comments about tactiles are listed below:
- “They [tactiles] are a great help in making me feel safer. These should be on ALL suburban stations.”
- “I don’t have a visual impairment but I find the tactiles useful in making the yellow line more visible/obvious when I drive over them in my wheelchair.”
- “Directional tactiles also useful when locating entry/exit point.”
Your train
Overall the results showed a strong recognition that use of the boarding ramp can be requested by any customer, if necessary (73%).
The most highly rated responses showed that, if required, respondents:
- Could reasonably access wheelchair allocated spaces on board services (39%).
- Could access priority seating (43%).
- The majority of respondents used either the wheelchair allocated spaces (29%) or priority seating (46%).
As part of the survey, respondents were also asked the following open ended question: What methods could be used to ensure allocated spaces are made available for customers who use wheelchairs or mobility scooters?
Respondents identified similar strategies, which they considered would be most effective. Key points are summarised below:
- Wheelchair allocated spaces located immediately to the left or right of the carriage vestibule and doorways.
- Remove barriers or fold down seating encroaching on wheelchair allocated spaces.
- Voice announcements advising other customers to be considerate, vacate allocated spaces as required and staff to visually monitor spaces.
- Suggested that designated pram zones are established to free up space.
- Colour priority seating differently to other seats.
Survey feedback will be further analysed to inform future enhancements to stations, infrastructure projects and rollingstock upgrades.
Survey Respondents
The majority of respondents identified as having a disability (75%), knowing someone with a disability or working in the disability sector (53%).
Overall, respondents used the City Network services on a regular basis (82% identified as everyday commuters, frequent travellers or travelling often).
Accessibility workshop
Queensland Rail held an Accessibility Workshop to review customer feedback in relation to accessibility and promote collaborative input and solutions from Queensland Rail’s senior management and disability sector organisations.
Members of our Senior Executive Leadership Team attended the workshop along with representatives from key organisations, including, Vision Australia, Spinal Injuries Association, Better Hearing Australia, Queenslanders with a Disability Network and Cerebral Palsy League QLD.
Workshop participants were provided with three topics following an analysis of customer feedback.
Summary of key findings - Accessibility Workshop
1. Difficulties at the point of boarding or disembarking from a train relating to: staff assistance, use of access ramp, train/platform interface and train at capacity.
Description: There is a vertical and horizontal gap between the train and platform at a number of stations on the City Network. Queensland Rail provides an access ramp for customers to negotiate these gaps, if requested and certain safety requirements are met. We have received feedback from customers relating to independently negotiating these gaps, receiving assistance/customer service, other customers boarding first and use of the access ramp.
Key discussion points
- Innovative design for carriages
- Raising the height of platforms
- What needs to occur to remove the need for direct assistance?
- Options for customers to indicate a need or preference for assistance?
Responses
Use of the access ramp/innovations:
- Reliable, independent access is preferred, through a combination of innovative solutions for both platforms and rollingstock.
- Mechanically operated ramps preferable as direct assistance methods are prone to human error.
- Suggested that a hydraulic lifting device be used to change the angle of the ramp.
- Caution that hydraulic ramps are ‘fraught’ on buses (i.e. don’t work/high failure rate) - Not good until a fail-safe solution is possible.
- Making the portable ramps wider to full doorway.
- Low tech, easy to deploy ramps and well-trained Guard offering appropriate assistance – is a good solution.
Assistance:
- Suggestion to have a security code operated/self operated facility to request assistance with boarding.
- Provide push button communication facility with the guard as it is sometimes difficult for customers to see the guard when waiting on the platform. Additionally, a call button inside the carriage to request assistance.
Platform height:
- Overall support for raising the height of platforms (in particular, at the boarding point if it is not possible to raise the full length of the platform). It is anticipated that this would remove/reduce the vertical gap between the train and platform but a horizontal gap would still remain.
- Suggested that a ‘gap filler’ be used to reduce the horizontal gap.
- Lowering the suspension of the carriages to reduce vertical gap will increase independent access
Other comments
- “Visual displays put in the middle of the carriages for full spread of information, include emergency announcements.”
- “Hand rails for ramps.”
- “Review train stopping marks and identified issues with stopping patterns at particular stations.”
- “Communication of assisted boarding points – better visibility of information regarding boarding point.”
2. Which stations are selected for an access upgrade: how is this decided, transparency of prioritisation and influence from community?
Description: We have 145 stations on the City Network (not inc. the two airport stations) out of these, 63 stations are classed as providing ‘independent access’. The remaining stations provide either assisted access or stair access.
- Independent Access - the ability to enter a station, get to the platform and go between platforms independently without using stairs via a compliant ramp, pathway or lift.
Assisted access - the ability to enter a station, get to the platform and go between platforms via a steep ramp or rail crossing. People with mobility aids or difficulties with walking may want to be accompanied by a travelling companion for assistance.
Stair access - to enter the station, get to the platform and go between platforms necessitates the use of stairs.
In accordance with the Federal Disability Discrimination Act, 1992 (DDA), the upgrade of rail stations is progressed by Queensland Rail on a multi-level approach. This approach comprises funding from government, compliance with progressive timeframes and identification of stations where greatest need exists. Factors taken into account include patronage, current access, intermodal interchange facilities, projected population growth, nearby hospitals, aged care facilities, schools, businesses, other local attractors, and the proximity of the subject station to other stations nearby that are already accessible.
Responses
Prioritisation:
- Prioritisation criteria used by Queensland Rail should be shared with the disability community and promoted in the public domain to ensure people know how and why decisions are being made.
- Stations with stair access should have priority over stations with some access and, accordingly, the stations should be weighted more heavily in any assessment.
- Queensland Rail should still pursue interim measures which can enhance access in addition to full station upgrades (eg. Information for customers with a hearing impairment or tactiles for customers with a vision impairment).
- Possibly conduct research into the percentage of South East Queensland’s population that can use stairs? Take people with temporary disabilities, parents with prams and older people into consideration.
- Create a forum where the disability community can choose what stations should be upgraded.
There should be a commitment to ensure to funding to achieve accessibility at all stations.
- Intelligent long term planning needs to be undertaken, with development proposals for hospitals, shopping centers, childcare centers, nursing homes to be linked to the planning processes for public transport provision.
Proximity of other accessible stations:
- Should be based on patronage and access to attractors (eg nursing homes etc), and based on a demonstrated need rather than proximity.
Other comments
- “TGSI’s [tactile ground surface indicators] are a good confidence booster. Cheaper than a lift, can’t afford not to have them!”
- “Glass access ports [glass barriers or screens along the length of platforms and sliding doors aligned with carriage doors] like Tokyo Subway / KGS system.”
- “Do Community engagement / mapping, and look at past or future disability services to plan station upgrades. For example, a suburb used to have visibility services. The service relocated, but those people still live in that suburb.”
3. Getting the balance right: assistance available vs independent travel, too much vs too little information.
Description: Queensland Rail has received customer feedback on appropriate levels of assistance depending on a customer’s requirements. How do we take this into consideration whilst ensuring that we are promoting independent travel and providing accessible services?
Queensland Rail has a renewed focus on providing customer service excellence – ‘delivering customer service excellence is crucial to building a reliable business with loyal customers.’ Our commitments are acknowledged in our Customer Service Charter, which was launched in December 2010. The charter outlines key areas that are important to our customers; safety, time, information, comfort, surroundings, personal service and feedback.
Key discussion points
- How much assistance is too much?
- Respect, boundaries, dignity, privacy?
- How information is provided?
Responses
Dignity, respect and assistance:
- Encourage staff to build-up a rapport with regular customers with disabilities.
- Consider staff training organised through disability organisations (On-going staff education/package).
- Ensure staff are trained in how to best offer and provide assistance. For example, prompts for station staff on offering assistance, direct instructions/procedures for assistance to station staff.
- Monitor response times after contacting a Guard via the onboard emergency help button (what happens if it is a dangerous situation?) Safety very important.
Information:
- Provide an “SMS service register” - Customers with disabilities (or their families) submit their details on a voluntary basis, and are notified in case of diversions, breakdowns etc.
- Audio/visual information - Simple symbols eg. ‘Exit’, use of arrows on platforms, written, verbal announcements, informal communications, SMS/emails (Different communication mediums to cover all customers).
- Important to provide the right information – think about what is critical for a customer with disabilities when planning a journey (i.e. lifts working, is there an accessible toilet?)
- A system needs to be created. This is not just Queensland Rail’s responsibility, but the wider community - we all have a social responsibility.
- Provide information for customers on how to seek assistance in extraordinary situations. For example, how to use the emergency and disability assistance phone, what to do if worried about personal safety, developing a ‘Plan B’, use of the core zone. Develop information sessions to train/educate travelers
- Changing the wording on the assistance phone so it’s not just ‘emergency’ and teach people how to use (eg. features and locations).
Conclusions
The feedback from the workshop has been distributed internally to the relevant business areas with Queensland Rail. Solutions and recommendations will be reviewed and where appropriate, investigated and progressed.
Additionally, feedback will be presented to and reviewed by members of Queensland Rail’s DDA Reference Group. Members of this group are drawn from a cross section of community and advocacy groups representing people with disabilities. Workshop and survey feedback will inform the priorities of this group for 2011 and Queensland Rails Accessibility Team.