Welcome to Queensland Rail's customer charter. 

Our customer charter sets out our commitment to provide customers with the service they have the right to expect.

The charter addresses seven key areas you have told us are most important to you. While we aim to continually improve in each of the areas, these are the service commitments we can make to our customers right now for our City network and Queensland Rail Travel services. You can find out more about each service commitment by clicking on the headings below or to the side.

Copies of the charter are available from stations, local Queensland Rail Travel agencies or you may download a copy (PDF, 1.8KB)

The charter will be reviewed annually based on the customer feedback we receive and in consultation with the Customer Service Institute of Australia (CSIA).

Information about how we are performing against our charter commitments is available on the customer charter dashboard and with each commitment below.

As our charter is reviewed and revised over time, the way its performance is measured will also be improved and the new measures provided as they become available.

Our Commitments to You

Your safety		Your surroundings
Your safety is our number one priority. We are committed to constantly improving personal safety and the security of our customers and our people.		We will provide a clean and tidy environment to ensure your journey is comfortable. We are committed to keeping your surroundings well maintained across all our trains and stations.
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Your time		Your personal service
We aim to provide a regular and reliable service. Sometimes problems occur outside our control which affects your journey. When incidents occur along the railway line, it may result in some disruptions to our services. We will do everything we can.		We are committed to providing excellent customer service. We will work hard to meet the expectations and needs of customers.
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Your information		Your feedback
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.		We welcome your enquiries, suggestions, complaints and compliments.
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Your comfort
We are working hard to improve your comfort levels while catering for rising customer numbers. On any day, Queensland Rail City network services carry more than 170,000 customers to work, home, events and other destinations; and the numbers continue to grow.
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