Access for all

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​​​Queensland Rail is committed to providing rail services that enable all our customers to carry out their journey without barriers.

Through our Station Upgrade program, we continue to upgrade our facilities and services to provide independent access for all.

If you're a customer with a disability, have walking difficulties, use a mobility aid or plan to travel with a pram or luggage, select a link below for more information:

Station Access Guide

Queensland Rail's Station Access Guide provides our customers with information about the level of access and specific facilities at every Citytrain network station. The Station Access Guide is available online and as a downloadable PDF using the links below. It is also available in hard copy at selected stations or upon request.

For more information please email accessibility@qr.com.au

Resources

Access at our stations

For customers requiring assistance to board or disembark the train, Queensland Rail encourages you to use the assisted boarding point on the platform.

This point is indicated by a blue and white symbol for accessibility, and is located near the middle section of the platform. At many stations it will be located on a higher section of the platform to allow for easier access to and from the carriage.

The assisted boarding point is also usually close to other access features such as the emergency and disability assistance phone, hearing aid loops, audio and visual timetable information, and lifts.

When the train arrives at the station, let the guard or customer service staff know your destination and they can deploy the portable boarding ramp or provide any other assistance you may require.

To safely use the ramp, your mobility aid should not exceed 750mm wide by 1300mm long, and the combined weight of you, your mobility aid and any carried items should not exceed 300kg.

Access onboard our trains

If you have a disability, are elderly, pregnant or travelling with young children, we recommend using the priority seating.

Priority seating is located near the carriage doors for easy access. On many trains, the priority seating is indicated by blue and white signs with raised text, pictograms and Braille.

There are also allocated spaces for people who use a wheelchair or mobility scooter on each of our Citytrain services in the middle of the train, in line with the assisted boarding point. All Queensland Rail trains are also fitted with disability assistance and emergency intercoms. 

NGR toiletThese intercoms are usually located to the side of a carriage door but may also be located near the allocated spaces for people who use mobility aids.

There are also on onboard unisex accessible toilets provided on some of the Citytrain fleet:

New Generation Rollingstock (NGR)

All NRG (six-car sets) currently provide one onboard unisex accessible toilet. The toilet is located in either the third or fourth car depending on the direction of travel.

Signage on the external doors of the car indicates the location of the toilet within the train. Signage on the inside of the cars indicates the direction of the toilet within the train.

On request station staff providing boarding assistance for NGR services can let you know in which car the toilet is located.

Until accessibility design changes are implemented, each NGR toilet module features:

  • toilet
  • baby change table
  • mirror
  • hand wash basin
  • soap dispenser
  • hand dryer
  • two emergency help points

The Queensland Government has announced that the NGR fleet will be divided into a suburban NGR fleet consisting of 40 trains with no toilets for shorter distance services and an interurban fleet of 35 trains with two toilets for the longer distance services.

There will also be a number of other design changes that will maximise the accessibility and functionality of the train including the redesign of the toilet module, new priority seats and signage and an increase in the number of grab and hand rails.

To find out more email ngr@tmr.qld.gov.au

Interurban Multiple Unit (IMU)

IMU 100, 120 and 160 (3-car sets) provide one onboard unisex accessible toilet.  IMU Toilet

In a typical 6-car set there are two toilets located in the third and fourth car.  In a single 3-car set the one toilet will be in either the first or last car dependent on the direction of travel.

Signage on the external doors of the car indicates the location of the toilet within the train. Signage on the inside of the cars indicates the direction of the toilet within the train.

The IMU toilet module features:

  • toilet
  • baby change table
  • mirror
  • hand wash basin
  • soap dispenser
  • hand dryer
  • two emergency help points

Text messaging service

If you are deaf or have a hearing impairment, Queensland Rail provides a 24/7 text messaging service should you require assistance.

By sending an SMS to 0428 774 636, you can contact a Queensland Rail Customer Communications Officer to obtain train and platform assistance, station accessibility or timetable information.

Assisted Travel card

Queensland Rail offers an assisted travel card to our customers with disabilities. An entirely voluntary initiative that is the same size as a business card, it can assist customers who choose to identify as having a medical condition or disability. The card outlines your relevant travel requirements, and can be shown to Queensland Rail staff as required to obtain assistance when using our services. The card may be particularly useful for people with hidden and cognitive disabilities.

To apply for an assisted travel card please email accessibility@qr.com.au

TransLink Access Pass

If you are unable to independently access the go card ticketing system due to the nature of your disability, you may be eligible to apply for a TransLink Access Pass.

Once purchased, this pass allows unlimited travel on all TransLink train, bus and ferry services until it expires (excluding Airtrain).

The pass doesn't need to be touched on and off like a go card. You just need to carry it with you at all times while travelling.

Customers can obtain this pass if all the following apply:

  • You are a permanent Queensland resident
  • You have a significant permanent physical or intellectual disability
  • You can travel independently
  • You've been assessed by a qualified health care professional as being unable to touch on or touch off with a go card.

To apply for a TransLink Access Pass call 13 12 30 or visit the Translink website

Vision Impairment Travel Pass

A Vision Impairment Travel Pass entitles the holder to free travel on all TransLink train, bus and ferry services (except Airtrain services). The pass is valid for five years from the date of issue.
You don't need to touch on and off like a go card. You just need to carry it with you at all times while travelling in case you're asked to show it.

To apply for a Vision Impairment Travel Pass call 13 12 30 or visit the Translink website

Assistance Animal Pass

The TransLink Assistance Animal Pass allows certified guide dogs and other assistance animals to ride on TransLink train, bus and ferry services. The card is valid for two years from the date of issue.

To apply for a pass, your dog must be certified and wear a coat or harness which identifies this. You'll also need to carry an identification card giving your dog access rights to public places and public passenger vehicles.

More information can be found on the Department of Communities, Child Safety and Disability Services website or by calling 1800 210 976.

To apply for an Assistance Animal Pass call 13 12 30 or visit the Translink website

Companions, carers or support workers

Customers with a disability who require a high level of assistance should be accompanied by a companion. A companion is any person, including a paid or unpaid carer, friend or family member who accompanies a person with a disability to provide attendant care and support.

Companions travel for free on Queensland Rail Citytrain services if the person with a disability has a Companion Card issued by any Australian State or Territory.

Queensland Rail expects that once the customer has boarded the train, the guard will not be required to provide assistance or medical intervention.

To apply for a Companion Card call 13 74 68 or visitcompanioncard.gov.au

Rail safety and orientation days

If you have a disability and are new to travelling by train, want to refresh your knowledge or practice your skills, Queensland Rail runs quarterly rail safety and orientation days at Roma Street station. At these events, members from the Accessibility Team will be on hand to guide you around a platform and stationary train in a relaxed and controlled environment.

You'll have an opportunity to learn about the variety of accessibility features found across the Citytrain network, ask questions of station staff and train crew, and can even practice boarding, disembarking and moving through the carriage. 

For more information about rail safety and orientation days please email accessibility@qr.com.au

The Accessibility Reference Groups and customer engagement

Established in 2003, Queensland Rail's Accessibility Reference Group (ARG) aims to provide a forum to obtain community input into the development of non-discriminatory and accessible procedures, design work, construction and customer service.

The ARG meets each quarter to represent a cross-section of the state's peak disability sector organisations, and as required for consultation on specific projects and initiatives. Members are appointed by invitation only to ensure that the full spectrum of concerns and interests across user groups are represented at all times.

Queensland Rail also maintains an email distribution list for disability sector organisations and individual customers with a disability who wish to be notified about upcoming track closures, planned lift maintenance and changes to station access.

If you would like to receive these updates please email accessibility@qr.com.au

2013-17 Accessibility Action Plan

Queensland Rail understands the vital connective role that public transport plays for many people to participate in their community and is committed to improving access to our passenger rail services. To this end, the Queensland Rail Accessibility Action Plan provides:

  • A summary of the environment and context in which we operate accessible rail services;
  • Our achievements to date in providing improved access; and
  • Our focus and plans for continued progress towards and beyond the 2017 round of compliance targets under the Disability Standards.

Queensland Rail takes great pride in our track record of improving accessibility and our strong, constructive relationship with individual customers and the broader disability sector. The final plan is the result of an extended community consultation process, including significant input from our Accessibility Reference Group members, and has been submitted to the Australian Human Rights Commission.

A copy of the full plan can be downloaded below.

To request a hard copy or for any further enquiries please email accessibility@qr.com.au

Resources

  • Queensland Rail Accessibility Action Plan (PDF | DOC)
  • Assisted boarding video
  • Access for all flyer (PDF | DOC)
  • Safe boarding tips flyer (PDF | DOC)
  • Do you require assistance flyer (PDF | DOC)
  • Boarding safely with your wheelchair or mobility scooter flyer (PDF | DOC)
  • Messaging service for customers with a disability (PDF | DOC)