Queensland Rail is committed to providing rail services that enable all our passengers to carry out their journey without barriers.
Queensland Rail is constantly up-grading our City network facilities and services to provide independent access for people with disabilities, parents with children in prams, seniors, people with walking difficulties and people who use mobility aids.
Using the ramp to board or disembark
Some Queensland Rail City network stations have high level platforms, however at other stations, platforms are lower and customers may require a portable ramp or assistance from the guard.
If you require the ramp to board or disembark from the train please wait at the assisted boarding point, which is near the guard’s cabin when the train stops.
If you use a mobility aid, please download the leaflets and watch the video clip below for tips on using the ramp and making access easier.
Please remember that you will need to consider the size and weight of your mobility aid and your ability to competently and safely manoeuvre onboard the train and at stations.
On the train
There are allocated spaces for people who use a wheelchair or mobility scooter on Queensland Rail City network services. These spaces are usually located in the carriage in-front or behind the guard’s cabin.
When you have boarded the train, you need to be able to manoeuvre into a space which is 800mm wide and 1300mm long. If your mobility aid does not fit within this space, it is too large to be safely transported by train.
Priority seating is located near the carriage doors for easy access. On many trains, the priority seating is indicated by blue and white signs with raised text, pictograms and Braille. If you have a disability, are elderly, pregnant or travelling with young children, we recommend using the priority seating. Please ask the guard for assistance, if necessary.
All Queensland Rail trains are fitted with Disability Assistance and Emergency intercoms. These intercoms are usually located to the side of a carriage door but may also be located near the allocated spaces for people who use mobility aids.
Planning your accessible journey
Planning ahead is important to make sure your journey is stress-free, particularly if you have a disability, are elderly, plan on travelling with young children, prams or luggage. The following tips are provided to help you plan your journey with Queensland Rail:
- Find out which stations you need to use, when trains depart and how long your journey will take by visiting the Translink website on www.translink.com.au. You can view timetable information and the network map on this site or you can call Translink on 13 12 30. Paper copies of our timetables can also be obtained at all staffed stations or viewed on notice boards at all stations.
- Use the Disability Access Guide to identify which stations meet your travel requirements and what facilities are provided at each station. If the stations do not meet your access needs, you may need to consider alternatives such as going to the nearest accessible station or changing transport modes.
- Phone the station you are travelling to or from to speak with station staff about assistance you might require and the customer service they can provide. If the station is not staffed you can contact a Passenger Service Officer on 07 3606 5555 or SMS 0428 774 636.
- Check that any planned work or temporary disruptions do not affect your journey by viewing the Track Closure Notices on this website, calling Translink on 13 12 30 or receive real-time information by subscribing to eRail.
- Keep the contact numbers for TransLink - 13 12 30, and the Passenger Service Officers - 07 3606 5555 or SMS 0428 774 636, on you so that you can use them when needed.
Companions, Carers or Support Workers
Customers with a disability, who require a high level of assistance, should be accompanied by a companion. A companion is any person, including a paid or unpaid carer, friend or family member who accompanies the person with a disability to provide attendant care support.
Companions travel for free on Queensland Rail City network services if the person with a disability has a Companion Card issued by any Australian State or Territory. Cardholders must present their card when purchasing a ticket or if requested by Queensland Rail City network staff at stations or onboard services.
Queensland Rail expects that once the customer has boarded the train, the guard will not be required to provide physical assistance, behaviour management, communication techniques, personal care or medical intervention.
To apply for a Companion Card, issued by the Queensland Government, please call 13 13 04 or visit www.companioncard.gov.au.
Customers with a Vision Impairment
Customers with a vision impairment can apply for a Vision Impairment Travel Pass. This pass entitles the holder to free travel on Queensland Rail City services. Cardholders must have their card when travelling and present the card if requested by Queensland Rail staff at stations or onboard services.
To apply for a Vision Impairment Travel Pass, call 1300 417 481 or visit www.transport.qld.gov.au.
Guide, hearing and assistance dogs
Certified guide, hearing and assistance dogs are permitted to travel on all Queensland Rail services, in accordance with the Guide, Hearing and Assistance Dogs Act 2009.
People accompanied by a guide, hearing or assistance dog, including trainers, must present their identity card upon request by Queensland Rail staff.
Guide, hearing and assistance dogs will wear an identifying coat, badge or a harness.
Dog handlers must be in possession of a valid ticket, pass or go card for their journey.
Additional information about guide, hearing or assistance dogs can be found on the Department of Communities website www.disability.qld.gov.au or by calling 1800 210 976.
For the safety and comfort of all passengers, animals are not permitted on any Queensland Rail City network services with the exception of guide, hearing or assistance dogs, as well as, animals that provide assistance to alleviate the effects of disability.
Where animals are not registered guide, hearing or assistance dogs, but do provide assistance to the passenger to alleviate the effects of disability, a passenger should register their assistance animal with TransLink prior to travel to ensure access to services.
For more information on travelling with an assistance animal and to apply for a TransLink Assistance Animal User Card please call TransLink on 13 12 30 or visit the TransLink website on www.translink.com.au.
At Queensland Rail, we are dedicated to providing you with clean, modern and accessible stations. We have an ongoing program of up-grading our facilities and services to provide independent access for everyone, including people with disabilities, parents with children in prams, seniors, people with walking difficulties and people who use mobility aids. Visit our station accessibility page for more information.