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Customer Service 


At Queensland Rail, our customers are a key priority. Without our customers, we don’t have a business. We make it our business to ensure that our customers’ needs always come first.

We provide commuter services for the big population centres of South East Queensland, connect the regions of the state, and take domestic and international tourists to some of Queensland’s world famous locations. Our customers’ needs are wide and varied, so we actively encourage feedback to help us understand what’s important to you.

At Queensland Rail, we strive to set new standards of excellence in customer service.  Our recently acquired international customer service accreditation and the launch of our Customer Charter are testament to our customer service commitment.

Customer Charter


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 network services.

We welcome your feedback


We welcome your feedback

Queensland Rail welcomes information directly from our customers including enquiries, suggestions, compliments and complaints.

Collectively we call this feedback, and it’s one of the most important customer contributions our customers make to our business.


Contact us

For general enquiries:

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

8.00am - 5.00pm EST; Mon-Fri

If you have a hearing or speech impairment:
TTY: 07 3606 5800
- SMS: 0428 774 636

In case of emergency call 000

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Queensland Rail Limited ABN 71 132 181 090 Travel Agent License 3274957