Customer Charter

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.

Our Charter addresses five key areas our customers have told us are most important to them. Everyday we strive to deliver against these commitments and everyday we strive to do better. We are future oriented and focused on making our already great service even better. You can find out more about each service commitment by clicking on the headings below or to the side.

As a part of Queensland Rail's commitment to the environment, paper copies are available on request at stations and local Queensland Rail Travel Centres.

A copy of our charter is available for download below.

We will use customer feedback and research when reviewing our charter.

We are proud of the service we deliver and we provide information on how we are performing against our commitments.

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.


  • Customer feedback policy (DOC | PDF)
  • Customer charter brochure (DOC | PDF)