Customer Charter
Secure and safe travel
Your safety and security is our number-one priority.
We will continuously improve security by effectively deploying our professionally trained transit officers across the CityRail network, improving lighting, maintaining and monitoring our extensive 24-hour video surveillance system and by having an Emergency Help Point available for use on every station platform. You can expect all new train carriages to be fitted with security cameras and Emergency Help Points.
Our goals 2009-11
To continue to look out for you on more than 9,000 CCTV cameras across the network.- To continue to improve security on trains and stations, and to lift our customer satisfaction rating for security each year.
Our commitments for 2011
- By April, introduce additional Guardian services on selected Friday and Saturday night train services to provide customers further peace of mind when travelling at night.
- By October, commence initial CCTV monitoring operations from a new centralised Security Monitoring Facility designed to improve the monitoring of customer security.
- Throughout the year, provide 1,000 secure car parking spaces, including lighting, fencing and CCTV cameras near selected stations.
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
