Customer Charter

CityRail's Customer Charter is our commitment to continually improving the service we provide to our customers every day. It focuses on eight key areas that you have told us are most important to you.

In December 2008, we launched our first Customer Charter, which publicly outlined our three-year goals to improve services. The commitments we delivered in 2009 and 2010 have improved services and we are on track to achieving our goals.

The 2011 Customer Charter outlines a further 25 commitments which will provide tangible improvements to your journey.

Our commitment to you

At CityRail we are committed to providing safe, clean and reliable services to meet and exceed our customers' expectations. Almost a million trips is a normal day for us and we recognise that we need to get the basics right, every day.

People moving people

The role of our customer service staff is to provide you with a consistently welcoming, professional and efficient experience every time you choose to travel with us, regardless of which station you visit or train you board.

Our employees are working hard to: be accessible to you; be professional and helpful; and keep you informed with timely and accurate information.

This year, we aim to provide even more support to our employees to help them provide the high standards of service that you expect.

Your feedback, your Charter

We are continually gathering customer feedback from a range of sources and we use it to improve our services every year.

The 2011 Customer Charter includes a number of commitments which are based on suggestions we received from our customers.

We value all customer feedback, and the suggestions which are not included in the 2011 Charter may either be addressed by other means or retained in our ideas pipeline for consideration in developing future improvement programs. You can give us feedback about our services at any time.

	On-time trains We will provide you with a reliable and consistent service, regardless of where you live or where you are travelling to.		Manage crowding We are committed to providing a comfortable journey for you, regardless of the time of day that you travel.
	Fast, accurate, useful information We understand that fast, accurate and useful information is particularly important, especially when there are changes or delays to timetabled services.		Secure and safe travel Your safety and security is our number-one priority.
	Clean trains and stations We are committed to providing you with clean and well-presented trains, stations and toilet facilities.		Fast ticket sales We are committed to reducing ticket queues for you, particularly at the busiest times of Monday and Tuesday mornings.
	Quick and fair complaints handling We consider every piece of feedback a unique insight into your individual journey and how you view our services.		Accessible services and facilities We are committed to improving our facilities and services to ensure that we provide a service that everyone can use.

Our Customer Charter is also available in languages other than English.

• عربي (PDF 960KB)
• 简体中文 (PDF 1.45MB)
• 繁體中文 (PDF 1.51MB)
• 한국어 (PDF 1.08MB)
• Македонски јазик (PDF 970KB)
• Türkçe (PDF 970KB)
• Tiếng Việt (PDF 3.02MB)