Customer Charter

On 17 December 2008, Transport Minister David Campbell and RailCorp CEO Rob Mason announced CityRail's 2009 Customer Charter.

The 2009 Customer Charter outlines our specific goals for improving customer service over the next three years, coupled with tangible actions that will directly benefit customers over the next 12 months. Read an update on the commitments that we have delivered during the third quarter of 2009.

The Customer Charter is our commitment to "getting the basics right" by providing our customers with a good, reliable, consistent service every single day. It responds to the seven key areas that matter most to our customers:

Customer Charter 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

We know we have to work hard both to improve our service, and to cater for rising passenger numbers. Our commitment to improve contained within the Customer Charter is backed by a significant program of work, over 30 initiatives, focused specifically at improving the experience for CityRail customers.

On time trains

Our goals over the next 3 years

To run more than 92% of our peak trains on time, with less than 1% cancelled. Also within this target, to improve on-time running on poor performing lines (including Western and Northern) above their 2008 levels.
To stop at all scheduled stops 99% or more of the time. We only miss stops to avoid serious delay to customers on the network or because it is not safe to stop.
To continually improve on-time running and to lift our customer satisfaction rating for reliability above its 2008 level.

2009 commitments

By January, complete work on City Circle signalling circuits to help reduce train delays in the peak periods.
By the end of March, begin the implementation of train maintenance reforms.
By April, continue the roll out of new practices to improve customer movement off and on trains and to help keep our trains on-time during peak periods, starting with Blacktown and North Sydney stations.
By June, complete a trial intended to reduce the impact of vandalism to train windows.

Manage crowding

Our goals over the next 3 years

To optimise our train timetables and available network infrastructure to help manage crowding, particularly on peak hour journeys over 20 minutes.
To roll out more than 150 new air-conditioned carriages and to improve hand holds in carriages to make your journey more comfortable.

2009 commitments

By the end of March, begin a shuttle service on the Epping to Chatswood rail link, and by November introduce an integrated service.
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.

Fast, accurate, useful information

Our goals over the next 3 years

If you are at a station and your train is delayed by more than five minutes, to tell you to the best of our knowledge why and how long we expect the wait will be.
If you are on a train and it is moving slowly or has stopped for more than two minutes, to tell you to the best of our knowledge why and how long we expect the wait will be.

2009 commitments

By July, have 24 hour automatic indicators and announcements at 10 additional stations.
By July, introduce a purpose built high quality audio system that allows simultaneous announcements across platforms and in the tunnels at Central Station.

Secure and safe travel

Our goals over the next 3 years

To look out for you, using more than 7,800 CCTV security cameras.
To provide at least one customer Emergency Help Point on every station platform.
To fit all new train carriages with onboard security cameras and Emergency Help Points.
To continue to improve security on trains and stations, particularly in the evening and to lift our customer satisfaction rating for security above its 2008 level.

2009 commitments

By March, implement a consistent approach to the management of stations with ticket barriers across the network.
By May, establish closer links between RailCorp and the NSW Police Force to further improve coverage and responsiveness to security needs for customers and staff across the rail network.

Clean trains and stations

Our goals over the next 3 years

To clean litter from all our trains at least once a day.
To clean stations every weekday, or weekly for smaller, unattended stations.
To have toilets available for use and clean when stations are staffed.
To have cleaner trains and to lift our customer satisfaction rating for cleanliness above its 2008 level.

2009 commitments

By February, start a new waste paper recycling pilot at 10 stations.
By May, commence a pilot to reduce graffiti in the rail corridor on a section of the Illawarra Line.
By the end of December, complete the refurbishment of Central, Town Hall and Circular Quay station toilet facilities.
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.

Fast ticket sales

Our goals over the next 3 years

To make the wait to buy a ticket less than 5 minutes 95% of the time, including at the top 10 ticket queue hotspot stations.
To have ticket vending machines in operation 99% of the time.

2009 commitments

By February, pilot the introduction of faster EFTPOS facilities at Central Station and if successful, by July, roll out the facility to ticket windows at the top 10 ticket queue hotspot stations.
By March, commence a pilot for the introduction of EFTPOS facilities on ticket vending machines at Central Station.

Quick and fair complaints handling

Our goals over the next 3 years

To resolve email or phone complaints within 5 working days, or if the issue is more complex, to let you know how long it will take to resolve.
To better incorporate customer feedback into our business and to report annually on how we achieved this.

2009 commitments

By the end of March, complete the improved complaints handling pilot process being carried out at 5 stations.
By September, implement a new customer feedback process.

We will let you know how we perform each year

We will provide quarterly reports to let you know how we are performing against our goals.

Read an update on the commitments that we have delivered during the third quarter of 2009.

Please tell us how we are doing

We value your feedback. View the options you can contact us by.

Download the Customer Charter brochure (PDF, 154kb), containing the above information.