Customer Charter

Fast ticket sales

We are committed to reducing ticket queues for you, particularly at the busiest times of Monday and Tuesday mornings.

We are introducing new technology, more ticket vending machines and new payment options to achieve this.

Our goals 2009-11

• Across the entire network, make the wait to buy a ticket less than five minutes, 95% of the time.
• To have ticket vending machines in operation 99% of the time.

Our commitments for 2011

• By April, install 18 new eftpos-only ticket vending machines across the network.
• By December, modify 45 existing ticket vending machines to have touch screen functionality, increasing the speed of ticket transactions.
• By December, upgrade an additional 125 ticket vending machines to provide eftpos facilities and install a further 18 new eftpos-only ticket vending machines across the network.

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