Queensland Rail is dedicated to obtaining and responding to feedback from the individuals whose opinion matters the most - our customers.
The Community Reference Group (CRG) program provides a valuable face to face, two-way communication channel between Queensland Rail, its customers and the communities in which we operate.
CRG meetings are held bi-monthly for each of the City network lines and, most recently, we have extended these events to include regional customers who use our Travel network.
During these meetings, members gain valuable insight into Queensland Rail and can communicate any concerns, issues and ideas they may have regarding our services.
Outcomes and achievements
Since the establishment of the CRG program in 2008, the following initiatives have been implemented as a direct result of feedback from our CRG members:
- Implementation of the Quiet Carriage, including permanent signage
- Train etiquette campaign
- Coffee with the Chief Customer Officer program
- Direct input into timetable changes
If you are actively using the Queensland Rail City or Travel networks, or have an interest in our services, we encourage you to join one of these important focus groups:
Click to find out more about:
City network Community Reference Group
To nominate yourself or someone you know for a CRG, please download the materials:
First quarter summary 2012
In February and March, the first round of CRGs were held for 2012. These meetings provided a forum for open discussion for customers on each of our lines.
The key agenda items, as selected by the attendees, are outlined in the table below.
Beenleigh and Gold Coast lines
- Timetables and integrated transport
- Launch of the etiquette campaign
- Queensland Rail’s progress from 2011-2012
- Art works for Holmview, Eden’s Landing and Bethania stations as part of the Positive pARTnership program
- Moreton Bay Rail Link project
- Launch of the Regional Community Reference Groups
- Narangba station upgrade
- Cleveland station fare gates project
- Ormiston station mural as part of the Positive pARTnership program
- 15 minute off peak services on the Ferny Grove line
- Touch screen information at stations
- Ferny Grove station upgrade
- Free Wi-Fi onboard and at stations
- Oxley station platform resurfacing project
- Toowong station upgrade
- Richlands to Springfield project
North Coast line
- Train service planning
- Ticketing and fares
- Launch of Regional Community Reference Groups
Shorncliffe & Doomben lines
- Sandgate station upgrade
- Feedback on the etiquette campaign
Second quarter summary 2012
During April and May 2012, second quarter CRG meetings were held for each line. These sessions provided customers insight into the service planning division of Queensland Rail, who are involved in scheduling and timetables.
- Service frequency
- Express services
- Passenger loading efficiency and data capturing.
All feedback obtained during these sessions has been collated and will be considered in any future timetable changes.
Third quarter summary 2012
In the third quarter, CRG meetings were held throughout September and October and featured discussions between our customers and members of Queensland Rail’s Marketing team.
- Queensland Rail’s new ‘Pardon Our Progress’ and ‘For your information’ branding
- Level crossing and rail corridor safety campaigns
- Train etiquette campaign
- New timetable layout
An all line CRG was also held on Thursday 5 July, which all CRG members were invited to attend. The meeting featured presentations from various senior managers on the following business topics:
- Customer experience
- South East Queensland operations
- City network station infrastructure and project delivery
- Level crossing marketing campaigns
- Community Engagement
Regional Community Reference Groups
The Regional CRG program is an opportunity for regional Queensland customers and communities to provide feedback on how we can better deliver a superior long distance service.
The first of these meetings was held in Bundaberg on 25 October 2011 and provided valuable feedback on Queensland Rail’s Travel network and future plans for these long distance services. A second regional CRG was held in Cairns in June 2012.
Queensland Rail would like to thank the attendees of these valuable sessions.