Customer Charter quarterly update
Q4 2011 (October to December)
Welcome to the fourth quarter update of the 2011 CityRail Customer Charter. Eleven Charter commitments were delivered this quarter meaning all Charter commitments for 2011 have been successfully met on or before time.
The Annual Customer Charter Progress Report will be released in 2012 to inform customers of CityRail's overall performance against the 2009-2011 service improvement goals.
Quarter 4 Customer Charter Commitments |
Manage crowding
Commitment
By December, reduce crowding on selected services on the Newcastle & Central Coast Line and South Coast Line by replacing six-carriage trains with new eight-carriage Oscar trains.
How we have met our commitment:
- From 23 October, three services on the South Coast Line and one service on the Newcastle and Central Coast Line were fitted with new eight-carriage Oscar trains.
- Oscars have enhanced security features including CCTV, seats with graffiti and fire-resistant covering, air-conditioning, accessible toilets, on-board information screens and automated announcements.
Commitment
By December, reduce crowding on services on the Blue Mountains Line by replacing selected six-carriage trains with eight-carriage trains.
How we have met our commitment:
- From 23 October, four services on the Blue Mountains Line have been extended in length to increase available carriage seating space for our customers.
- Through the introduction of the new timetable in October, this initiative has provided extra capacity for our customers on these longer journeys.
Commitment
By December, reduce customer queues and congestion at two of our busiest stations by installing additional ticket gates.
How we have met our commitment:
- Additional ticket gates were installed at Central and Martin Place, two of the busiest stations in Sydney CBD.
- These new gates will help manage crowding, alleviate congestion during busy peak periods and maintain safety for customers entering and exiting these stations.
Fast, accurate, useful information
Commitment
By December, install 24-hour automatic passenger information screens at 10 additional stations.
How we have met our commitment:
- New station passenger information screens have been rolled out to Merrylands, Pendle Hill, Auburn, Wentworthville, Berala, Leightonfield, Carramar, Lewisham, Summer Hill and Petersham.
- The 24-hour automatic passenger information screens provide details about next train departures, stopping patterns of following trains and timely information for a specific line.
- The screens provide regular train running updates and can display information on the cause of delays.
Secure and safe travel
Commitment
Throughout the year, provide more than 1000 additional car parking spaces near selected stations, with improved security including lighting, fencing and CCTV cameras.
How we have met our commitment:
- Over 1,000 car spaces were delivered by May with the delivery of Warwick Farm, Revesby, Blacktown and Woy Woy.
- All commuter car parks include enhanced passive and active security features - such as CCTV coverage of general parking areas and entrances, high intensity lighting and enhanced secure fencing. In combination, these features contribute to improving the safety of our customers during their park and travel journey.
Clean trains and stations
Commitment
By December, refurbish the toilet facilities at five stations.
How we have met our commitment:
- The refurbishment of five toilet facilities has been completed ahead of schedule with all five sites opening to the public prior to December.
- The stations which received refurbished toilets were; Caringbah, Cronulla, Croydon, Harris Park, Rooty Hill.
- All five sites include new separate Family & Accessible Toilets that provide improved facilities for families (with young children) and people with limited mobility.
- The new facilities include modern vandal resistant interiors designed to be easier to clean and maintain, improving availability for customers.
Commitment
Throughout the year, repaint the entrance areas on 200 electric train carriages.
How we have met our commitment:
- As of 24 May 2011, 200 electric train carriages had been repainted.
- The interiors of the train carriages were painted with a more durable graffiti-resistant paint to achieve consistency and improve cleanliness across all the electric fleet.
Fast ticket sales
Commitment
By December, modify 45 existing ticket vending machines to have touch screen functionality, increasing the speed of ticket transactions.
How we have met our commitment:
- Following successful outcomes from the installation of touch-screen machines last year, 45 existing ticket vending machines have been modified to now have touch screen functionality.
- The enhanced machines are now operating at 26 stations, including Parramatta, Kogarah, Hurstville, Burwood, Bankstown, Liverpool, Chatswood, St Leonards, Strathfield, Westmead and Granville.
- As well as reducing ticket queues at some of our busiest stations, the touch screen machines reduce the time of ticket transactions by providing more user friendly facilities.
Commitment
Throughout the year, 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.
How we have met our commitment:
- Modifications to a further 125 ticket vending machines to include eftpos facilities were completed on 31 October, providing more customers with the convenience of being able to pay for their tickets using eftpos.
- The upgraded machines are widely distributed across the network at stations which include Bondi Junction, Burwood, Gosford, Wollstonecraft, Newcastle, Warrawee, Wahroonga, Strathfield, Springwood and Hurstville.
- A further 18 new eftpos-only machines were installed at stations including West Ryde, Milsons Point, Waverton, St James, Revesby, Burwood and Martin Place.
- The new machines provide customers with an alternate, convenient method of purchasing tickets. This in turn helps reduce queues, and associated congestion at busy stations especially during peak periods.
Accessible services and facilities
Commitment
By December, complete major accessibility upgrades, including the installation of new lifts, at two key stations on the network.
How we have met our commitment:
- On 20 April, the commitment was successfully delivered at two busy stations, Martin Place and St James.
- The installation of the new lifts is one of many key initiatives designed to improve access to our facilities and services for all customers, including those with special needs or limited mobility.
Commitment
By December undertake major refurbishments of two of our worst performing lifts to improve station access reliability.
How we have met our commitment:
- On 27 June this commitment was delivered at Town Hall Station, with the refurbishment of two lifts at one of our busiest stations in the CBD.
- Lift refurbishments provide customers with more reliable and available lifts to access the broader station and platforms.
