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

These stations are mainly low patronage stations in outer suburban areas. We make sure that, while staff are not present at all times, these stations are monitored by CCTV and cleaned and maintained in accordance with the standards of our network.

Due to security concerns, CityRail reviewed its security arrangements in late 2001. The "new security environment" lead to a further re-examination of security measures after the Bali bombings and more recent terrorist attacks on overseas rail networks.

For these reasons CityRail has continued with its decision not to provide bins and vending machines at key locations such as underground stations.

While we acknowledge that not providing bins at selected stations may be inconvenient to customers, our priority is protecting customers and staff. CityRail will consider returning bins should the threat to public safety subside.

As part of our normal train cleaning regime, we have mobile cleaners who travel the network throughout the day, equipped with mobile phones to ensure rapid responses to problems and targeting parts of the network affected by littering.

CityRail encourages customers to be responsible for removing their rubbish from trains and stations.

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 information used for network planning to determine service levels required at particular locations.

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

• Customers using 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
• 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

After we assess a request, customers who hold a valid rail ticket may be issued with a pass which allows the ongoing use of the wide gate.

Some stations on the CityRail network have a wide gap between the platform and the train. Although many have been reduced by adjusting the height of the station platform, it is difficult to reduce the gap on others for a number of reasons:

• Clearance requirements at stations located on a curve
• Earlier carriage models requiring tracks to be laid at a greater distance from the platform for proper clearance
• The larger safety margin required to accommodate the increased sway of express services proceeding through stations that are not scheduled stops

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

There are two types of gap 1) Horizontal (distance between the train and platform) and 2) Vertical (step). The recently completed Gap Reduction Program spent $5.38 million over a six year period to address the horizontal gap.

We remove rubbish from station platforms and concourses on a regular basis. The removal of rubbish from tracks takes place during trackwork due to safe working and access issues.

CityRail has introduced mobile cleaners who travel the network throughout the day targeting parts of the network affected by littering. The cleaners are equipped with mobile phones, which allows rapid response to identified problem areas.

It is difficult for CityRail to eliminate all littering and it is particularly problematic to remove all the litter from services following the afternoon school peak.

Recently, we embarked on a public education campaign to curb such behaviour, and on-the-spot fines for littering, graffiti and vandalism were doubled.

If you wish to report littering or soiling of RailCorp property please phone 131 500 and quote the carriage number or station location. We will do our best to dispatch our staff to clean the identified area.

Toilets at major stations are cleaned four times each day. Our staff monitor the cleanliness of the facilities regularly and conduct spot cleans as necessary.

You can report unclean toilets to station staff or by contacting us on 131 500 and quoting the location of the problem.

Some toilets are locked at stations, particularly at night time across our network because of incidences of vandalism and drug use. Also, due to vandalism and drug use, toilet facilities have been removed from stations that are not staffed.

We are in the process of upgrading some toilet facilities with the aim of relocating toilets to areas of stations that can be externally monitored by staff or CCTV cameras. This upgrade will enable staff to remotely open the facilities upon request.

We anticipate this initiative will provide a more hygienic environment for customers who need to use the facilities and reduce the high cost of repairing the damage done by vandals.

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.

Public transport is essential to people with disabilities. A range of possible dangers and inconveniences exist for blind or vision impaired people travelling alone.

On many CityRail stations, tactile tiles have been installed and run parallel to the edge of the platform. Tactile tiles are intended to assist these users (with or without canes) with cues to their environment and potential hazards. They alert the person that they are nearing the edge of the platform and to keep back unless boarding. Other users of the network are instructed to stand behind the yellow line.

Directional tactile tiles may also be installed, especially at major stations. These allow a blind or vision impaired person to quickly identify staffed ticket barriers (for wide gate access) or platform entrances. These can be particularly important in peak hour or wide open areas.

Tactile tiles are slightly raised in nature and it is important for all customers to take care when moving across them, especially during wet weather.

A short platform is shorter than the length of the train, which means some carriages may not be accessible from the platform. If you will be alighting at one of these stations you need to travel in the right carriages to ensure you can exit onto the platform. Short platforms are more common in the Hunter, Central Coast, Blue Mountains, Southern Highlands and South Coast regions.

Guards will make announcements informing customers of these arrangements. To find out if your station has a short platform visit Station Facilities.

When activated by a customer or CityRail staff member, signals from a Help Point are directly relayed to either a local security Group Remote Monitoring Location (GRML) or the RailCorp Security Control Centre, and immediately responded to by staff monitoring the live feed.

The RailCorp Security Control Centre has a dedicated link direct to the Police Radio Room to notify NSW Police if assistance is needed with incidents on the CityRail network.

In addition to these measures, RailCorp Transit Officers and NSW Police patrol stations and trains to support customer safety.

Transit Officers are equipped with radio and mobile phones to ensure a rapid response in the event of a major security incident on the CityRail network being broadcast from the Security Control Centre.

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

If you are having difficulties please phone the vending machine operator. A phone number should be located on the machine.

Food and drink vending machines are not operated by or the responsibility of RailCorp. We are unable to place out of order signs on affected machines.

You may leave your car overnight in car parks adjacent to our stations, 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.