Frequently asked questions

Distortion of announcements can occur for a variety of reasons, such as unfavourable wind conditions or equipment malfunction. If you suspect the distortion you experienced was caused by faulty equipment, we would appreciate you reporting the details by calling 131 500.

If CityRail staff need to deal with an unexpected service delay or safety issue this takes precedence over, and may delay, announcements.

We constantly review our passenger information systems to incorporate new technology and initiatives.

A review of our station operations identified that some of our stations do not require staff presence at all times.

These stations are mainly low patronage stations in outer areas. These stations are monitored by CCTV and cleaned and maintained in accordance with the standards of our network.

CityRail reviewed its security arrangements in 2002 and decided not to provide rubbish bins at some stations.

In recent years, regular recycling bins were reintroduced on more than 100 smaller train stations.

In 2010 and 2011, 200 new 'safer by design' bins were installed across 28 of the network's busiest stations - including those on the City Circle. The new bins were developed in consultation with NSW Police and the 'Designing out Crime' Research Centre.

Where bins are not available, we acknowledge this may be inconvenient, but our priority is ensuring the safety of our customers and staff. CityRail encourages customers to be responsible for removing their rubbish from trains.

Large stations have automatic gates for entry to, and exit from, the station platforms. If you have a magnetic ticket you must use the automatic gates. Ticket barriers provide us with valuable information used for planning your services.

The wide access gate may be used if it is impractical to use a standard barrier. Such circumstances include:

• Customers with a pram, stroller or bike,
• Customers using a wheelchair or similar conveyance,
• Customers with luggage,
• Families travelling on a Family Fare deal,
• Large groups, such as schools,
• Pregnant women, and
• Customers with certain medical conditions

Customers with ongoing medical conditions who wish to use the wide gate regularly should write to the address below and provide a medical certificate that details the medical reasons supporting the request.

The Manager
Passes and Concessions
RailCorp
PO Box K349
Haymarket NSW 1238

While many stations have had the gap between the train and the station platform reduced this is not possible at all stations.

This is because:

• stations located on a curve require greater clearance,
• early model carriages are slightly wider than the newer ones, and
• the larger safety margin required to accommodate express services, which do not stop.

CityRail continually advises customers to 'mind the gap' when boarding or alighting from trains, especially if the platform is crowded.

Toilets at stations are cleaned regularly and our staff monitor the cleanliness of the facilities and conduct spot cleans as necessary.

You can report unclean toilets to station staff or to us by phoning 131 500.

It is our policy to lock toilets at stations which are unattended and/or have a high incidence of vandalism and drug use. Where stations are attended access to toilet facilities are available upon request.

Toilets may also be locked on stations affected by trackwork. Where possible, bus stops have been located within a short distance of public toilets for your convenience.

On many CityRail stations, tactile tiles have been installed. Tactile tiles are raised, luminance contrasted surfaces designed to warn customers with vision impairment of potential hazards or changes of level in the station environment. Tactile tiles are being progressively installed on the edge of platforms and at the top and bottom of stairs, escalators and ramps.

While tactile tiles are designed for slip resistance in both indoor and outdoor conditions, it is important for all customers to take care when moving across tactile tiles, especially during wet weather.

A short platform is shorter than the length of a train. This means some carriage doors will not be accessible to the platform. If you are alighting at one of these stations you need to travel in the correct carriages to ensure you can exit onto the platform. Guards will make announcements informing customers of these arrangements.

Short platforms are more common in the Hunter, Central Coast, Blue Mountains, Southern Highlands and South Coast regions.

To find out if your station has a short platform visit Station details or pick up a copy of the brochure 'short platforms'.

When activated a signal from the Help Point is relayed to either a local security Group Remote Monitoring Location or the RailCorp Security Control Centre. The Security Control Centre has a dedicated link to the Police if assistance is needed.

In addition, our Transit Officers and NSW Police patrol stations and trains. Transit Officers are equipped with a radio and mobile phone to ensure a rapid response to security incidents.

How the indicators work depends on their location. In some areas, they update automatically. Platforms in areas such as Central, Redfern, Ashfield, Burwood, Strathfield and Lidcombe display the next train due indication based on the location of the train.

Our passenger information systems include electronic visual display screens on platforms and station entrances and digital voice announcements that indicate stopping pattern and expected arrival time.

In some locations, train information is manually updated by staff. In others, they only have to intervene when there is a stopping pattern or destination change. In times of severe disruption, station staff may decide to switch off the computerised systems and make manual announcements.

Food and drink vending machines are not operated by RailCorp. Therefore, if you are having difficulties please phone the vending machine operator. A phone number should be located on the machine.

Yes. You may leave your car in a station car park, at your own risk. However, we cannot guarantee security as many of these areas are not patrolled or owned by RailCorp. Before making your decision, check if parking meters with time limits are in place at these car parks.

CityRail engages the services of persons with professional speaking voices when recording its public address announcements. At the present time the voice you hear are those of Taylor Owynns, Nic Holland and Grant Goldman (Airport Link stations). You may recognise some of these voices from TV and radio.

For information on facilities available at each of CityRail's stations visit Station details.

Due to the substantial cost of upgrading a station, priority for Easy Access upgrading is determined by a number of factors. These include patronage, access to educational and medical centres, parking, bus services, shopping, tourism and whether the station is a rail interchange.

There is also a need to ensure a reasonable distribution of 'Easy Access' stations exist across the CityRail network. In total nearly $500 million has been invested in making our stations 'Easy Access'.

CityRail understands the benefits lifts provide to our customers and endeavours to ensure they operate at all times. If you need to use the lifts at your destination ask our staff to phone the station before you travel. Even if the lift is out of order some stations have alternative exits which can be used.

Green Square, Mascot, Domestic Airport and International Airport stations are owned and operated by Airport Link Company Pty Ltd.

If you're entering or exiting at Domestic Airport or International Airport, you'll need to pay a station access fee. This fee is included in the cost of MyTrain tickets with Domestic Airport or International Airport listed as the origin or destination. For all other tickets, simply buy a GatePass at the station.

As of 7 March 2011, a station access fee is no longer payable at Green Square or Mascot.

With the ever increasing patronage on the rail network there was a need to reduce congestion on City platforms to facilitate customers boarding and alighting trains. After undertaking a passenger movement study at a number of platforms it was found that some seats hindered the free flow of passengers. In some instances this was delaying trains.