Customer Charter update

Q3 2009 (July to September)

Welcome to the third quarter update on our Customer Charter commitments. We have worked hard to deliver five initiatives over this period in order to fulfil our commitments to you. We look forward to updating you again on our progress at the end of the fourth quarter.

	By August, provide customers with information about less crowded services and commit to updating this information every 6 months.
	Through the year, introduce 40 new Oscar carriages into service.
	By, December pilot the fitting of additional hand holds on a train to improve customer comfort while standing.
	By the end of 2009, complete the refurbishment of 50% of the Endeavour diesel car fleet with new seats, upgraded toilet facilities and repainted interiors.
	By September, implement a new customer feedback process.

Commitment

Through the year, introduce 40 new Oscar carriages into service.

How we have met our commitment:

• On 3 August, we introduced the remaining eight Oscar carriages into service to complete our commitment to introduce 40 new Oscar carriages by the end of the year.
• The Oscars provide a new level of comfort for passengers travelling on many services travelling to the Central Coast and the Illawarra region.
• Each eight carriage Oscar train seats 864 passengers and is equipped with some of the latest features in rail fleet technology.
• Each carriage has enhanced security features including CCTV, comfortable seats with graffiti and fire-resistant covering, air-conditioning, accessible toilets, on-board information screens and automated announcements.
• The replacement of existing trains with Oscars for outer suburban services has freed those trains for operation elsewhere on the network. This will enable CityRail to run an additional 100 services across the network each day with the introduction of the new timetable on 11 October.

Commitment

By, December pilot the fitting of additional hand holds on a train to improve customer comfort while standing.

How we have met our commitment:

• In August, The Minister for Transport announced a four-car Tangara set modified with modern handrails had begun operation on the Eastern Suburbs & Illawarra Line.
• The pilot aims to help improve comfort for standing customers and enhance customer movement on board trains.
• The modifications include the introduction of a new handrail design on stairways and replacement of existing handrails with more modern Oscar style grab handles.
• The new yellow handrails will provide interior colour contrast to assist customers with a visual impairment.
• Customer feedback is now being obtained on the benefit of the modification to the Tangaras.

Clean trains and stations

Commitment

By the end of 2009, complete the refurbishment of 50% of the Endeavour diesel car fleet with new seats, upgraded toilet facilities and repainted interiors.

How we have met our commitment:

• By 24 July 2009 we completed 50% (14 cars) of the refurbishment of the Endeavour diesel car fleet
• Refurbishment will contribute to a more comfortable journey for customers. The refurbishment has included; new seats, upgraded toilet facilities, new vinyl floors and refurbished vestibules, saloons and crew cabs.
• The exterior of the cars have been refurbished and interiors repainted.
• The mid-life refurbishment of the fleet should allow the Endeavours to remain in service for 12 to 15 more years.
• Endeavour diesel railcars service the Hunter, Southern Highlands and South Coast lines so intercity customers will enjoy a more comfortable journey on newer, cleaner and more comfortable cars.

Quick and fair complaints handling

Commitment

By September, implement a new customer feedback process.

How we have met our commitment:

• We have introduced a number of changes as part of the implementation of our new customer feedback process.
  • As part of the customer feedback improvement process we have also introduced better measures of customer satisfaction as well as improving training and coaching to develop a more consistent framework for phone, letter and online communication.
  • Quarterly independent surveys that measure customer satisfaction and serve as a benchmark for continuous improvement have also been introduced.
  • The customer feedback improvement program has delivered an increase in customer satisfaction with RailCorp's feedback handling process of over 9%*, and has also improved the timeliness of replies in many cases.
  • As part of the improvements to customer feedback, the pilot program Meet the Manager is now being rolled out to stations across the CityRail network. These events provide opportunities for our customers to meet with Management and staff, building a better understanding of local requirements, and enabling more direct customer feedback at a local level.

*Source: CityRail's quarterly Customer Feedback Satisfaction Survey

Clean trains and stations

Additional initiatives

Spring Clean

In addition to the Customer Charter commitments for 2009, RailCorp is investing $2.4 million on a Spring Clean initiative covering hotspot stations and trains.

More roving cleaners

Our rover cleaners currently care for trains operating between more than 46 stations across the network, picking up litter and reporting vandalism and train defects. Each week, roving cleaners remove around three tonnes of rubbish from trains.

In August 2009 we announced the decision to:

• Increase the number of rover cleaners by 50 per cent.
• Have rover cleaners working every day of the week.
• Remove rubbish from trains between twice as many stations.

Station cleaning blitz

Our station cleaning blitz began in August and will cover 15 'hotspot' stations

Stations to be completed by end of September, 2009:

• Caringbah
• Circular Quay
• Fairfield
• Gosford
• Kingswood
• Meadowbank
• Newtown
• St Peters

Stations to completed by end of October, 2009:

• Central
• Campsie
• Liverpool
• Menangle
• Newcastle
• St Peters
• Strathfield
• Wollongong

At these stations, we'll use high-pressure jet sprays to remove built-up dirt and grime, replaced damaged signs and carry out small-scale repairs.
At Gosford Station, the blitz will cover the station precinct and commuter car park. At Newcastle Station, it will also include the bus interchange.