How can you provide feedback?
Use our customer feedback form
Phone: 13 16 17
Post: Customer Feedback team, PO Box 1429, Brisbane QLD 4001
In person: Provide feedback in person at any Queensland Rail station or Queensland Rail Travel centre.
X (formally Twitter)
What happens when we receive feedback?
• Compliments are acknowledged and forwarded to the relevant business area
• Complaints are acknowledged, investigated, and findings are communicated to you
• Enquiries or suggestions are acknowledged, analysed, assessed, and responded to if as required.
How long will a response take?
We strive to address feedback submitted via our online form, email, or phone within ten working days. Social media feedback, on the other hand, typically receives responses on the same day during our online hours.
What is Translink's role?
Translink, a division under the Department of Transport and Main Roads, is responsible for collecting and documenting all public transport feedback, including Queensland Rail. Translink actively manages complaints, compliments, and feedback about services within the South East Queensland Network, addressing areas such as safety, security, ticketing, and customer service. All revenue generated from ticketing and fares belongs to Translink.
Haven’t resolved your inquiry?
If you need further information or feel we haven’t resolved your inquiry, you can contact our Customer Journey Adviser team to escalate the matter for further review.
We are dedicated to safeguarding your personal information, adhering to privacy laws, and sharing it with Translink for feedback purposes. While providing your personal information when providing feedback is not mandatory, it may impact our ability to investigate and respond to you.
To access your personal information, please contact our Right to Information (RTI) team:
Senior Advisor, RTI and Privacy
GPO Box 1429
Brisbane QLD 4000
Phone: 07 3072 8650 (fees and charges apply)