Customer Charter

2010 Customer Charter CityRail's Customer Charter is our commitment to continually improving the service we provide to our customers every day. It focuses on the key areas that you have told us are most important to you.

Our commitment to you

We will deliver safe, clean and reliable passenger services that are efficient, sustainable and to the satisfaction of our customers. Customer service is a focus in all our activities, underpinned by the values of safety, teamwork, integrity, respect and continuous improvement.

The annual survey of customer satisfaction conducted by the Independent Transport Safety and Reliability Regulator, as well as many other sources of customer feedback, play a key role in determining our customer service priorities.

You can expect us to listen to your feedback and, where we can, to act on it.

	On-time trains We will provide customers with a reliable consistent service, regardless of where they live or where they are travelling to.		Manage crowding We are committed to providing a comfortable journey for all customers regardless of the time of day that you travel.
	Fast, accurate, useful information We understand that fast, accurate and useful information is particularly important, especially when there are changes or delays to timetabled services.		Secure and safe travel The safety and security of our customers, staff and the community is our number one priority.
	Clean trains and stations We are committed to providing you with clean and well-presented trains, stations and toilet facilities.		Fast ticket sales We are committed to reducing ticket queues for you, particularly at the busiest times of Monday and Tuesday mornings.
	Quick and fair complaints handling We consider every piece of feedback a unique insight into your individual journey and how you view our services.		Accessible services and facilities At CityRail, we are committed to improving our facilities and services to ensure that we provide a service that every customer can use.