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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.

Annually we run more than 260,000 scheduled services. 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.

Customer Advocate

 Customer Advocate

Judith Lee is the Customer Advocate for Queensland Rail. Her role is unique within the company and her role serves as a champion for customers across all areas of the business.

The focus of the Customer Advocate is to represent the interests of customers by:

  • ensuring issues of concern are made visible to the business
  • providing feedback about opportunities to improve customer service
  • engaging with you to better understand your needs
  • facilitating fair and prompt resolution to customer complaints

Click to find out more

Engaging with you

At Queensland Rail, we take feedback from our customers seriously. It's our opportunity to improve. That's why we have created forums to enbable face to face, two way communication with you.

Travelling tips for City network

We want our customers to have a safe and enjoyable journey when travelling with Queensland Rail. We hope you find these tips helpful.

Conditions of travel

The general conditions and information outlined below helps us deliver a safe and comfortable service to you.





 

Contact us

For general enquiries:

Phone:
- 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

Email:
feedback form

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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