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Customer feedback 

 
 

Your feedbackWe 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.


Our approach

Queensland Rail is committed to:

  • Acknowledging the importance of customer feedback
  • Providing an accessible avenue for people to provide feedback or raise concerns about matters relating to Queensland Rail
  • Ensuring all feedback is managed fairly, promptly, sensitively and efficiently

For full details please download our Customer Feedback Policy (PDF, 30KB).


How to contact us

City network (SEQ)

 

TransLink are responsible for capturing and reporting on all public transport feedback for South East Queensland.
Complete a feedback form

If you require assistance with:

Call 13 12 30

24 hours
7 days a week





Queensland Rail Travel & Tourist Trains

 

Provide feedback regarding Queensland Rail Travel & Tourist Train matters
Complete a feedback form

If you require assistance with:

Call 13 16 17 (within Australia)

8.00AM to 5.00PM
Monday to Friday; EST

Call 617 3072 2222 (outside Australia)

8.00AM to 5.00PM
Monday to Friday; EST





Queensland Rail Corporate services

 

Provide feedback regarding Queensland Rail Corporate matters
Complete a feedback form

If you require assistance with:

Call 13 16 17

8.00AM to 5.00PM
Monday to Friday; EST

Call 617 3072 2222

8.00AM to 5.00PM
Monday to Friday; EST





Write to us

Queensland Rail
PO BOX 1429
Brisbane QLD 4001


How we handle complaints

When you contact us we:

  • Acknowledge your complaint and record key details such as your name and contact details, nature of the complaint and the resolution you seek
  • This information is stored in our customer management system and your feedback is given a unique case number
  • We are committed to protecting your private information and complying with all applicable privacy laws. A copy of our privacy policy (new window) is available on our website.
  • If an investigation is necessary we’ll let you know what will be done and when we will get back 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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