Customer Charter
Manage crowding
We are committed to providing a comfortable journey for you, regardless of the time of day that you travel.
We will regularly update our services to:
- reflect growth and changing customer demand
- maintain operational efficiency
- maximise available carriage space.
We will introduce new train carriages into service as soon as they have passed our stringent safety and reliability checks.
Our goals 2009-11
To optimise our train timetables and available network infrastructure to help manage crowding and improve frequency and service levels in peak periods.- To continue to roll out more than 150 new airconditioned carriages and to improve hand holds in existing carriages.
Our commitments for 2011
- By June, complete improvements to 100 Tangara train carriages, creating more space for customers and making it easier to move on and off the train.
- By December, reduce crowding on selected services on the Newcastle & Central Coast and South Coast lines by replacing six-carriage trains with new eight-carriage Oscar trains.
- By December, reduce crowding on selected services on the Blue Mountains Line by replacing selected six-carriage trains with eight-carriage trains.
- By December, reduce customer queues and congestion at two of our busiest stations by installing additional ticket gates.
On-time trains | Manage crowding | Fast, accurate, useful information
Secure and safe travel | Clean trains and stations | Fast ticket sales
Quick and fair complaints handling | Accessible services and facilities
