Understanding City Rail Accessibility Features
Cityrail is committed to providing accessible and inclusive travel options for all passengers. This guide outlines the various accessibility features available on city rail networks in Australia, ensuring that everyone can travel comfortably and confidently. Whether you have a disability, are travelling with young children, or simply require additional assistance, understanding these features can make your journey smoother and more enjoyable. We encourage you to learn more about Cityrail and our commitment to accessibility.
1. Ramps and Lifts at Stations
Ramps and lifts are crucial for providing step-free access to train platforms. Cityrail prioritises installing and maintaining these features to ensure accessibility for wheelchair users, people with mobility impairments, and those travelling with prams or luggage.
Ramp Access
Ramps provide a gradual incline, allowing easy access to platforms. They are typically located at station entrances and connecting walkways. Pay attention to signage indicating the location of ramps. Some older stations may have steeper ramps, so it's always a good idea to check the gradient before using them. Consider using the frequently asked questions page to find out more information on station accessibility.
Lift Access
Lifts offer vertical transportation between different levels of a station, such as the street level, concourse, and platforms. Lifts are essential for passengers who cannot use stairs or escalators. Most stations with multiple levels are equipped with lifts.
Lift Priority: Priority is given to passengers with disabilities, elderly individuals, and those with prams or heavy luggage. Be mindful of others and allow them to use the lift first if they require it more urgently.
Lift Maintenance: Cityrail conducts regular maintenance checks on lifts to ensure they are in good working order. However, occasional breakdowns can occur. If you encounter a faulty lift, report it to station staff immediately. Alternative access options, such as ramps or temporary assistance, may be available.
Finding Lift Locations: Station maps and signage clearly indicate the location of lifts. You can also use the Cityrail website or mobile app to plan your journey and identify stations with lift access. The app often provides real-time information about lift availability.
Before commencing your journey, it’s always advisable to check the Cityrail website or app for any planned lift maintenance or disruptions that may affect your travel. This proactive approach can help you avoid unexpected delays and plan alternative routes if necessary.
2. Accessible Toilets and Facilities
Accessible toilets are designed to meet the needs of people with disabilities, providing ample space, grab rails, and other features that ensure comfort and convenience. These facilities are typically located within station buildings and are clearly signposted.
Key Features of Accessible Toilets
Spacious Layout: Accessible toilets have a larger floor area to accommodate wheelchairs and mobility aids.
Grab Rails: Strategically placed grab rails provide support and assistance for transferring to and from the toilet.
Accessible Sinks and Taps: Sinks are positioned at a height that is easily reachable from a wheelchair, and taps are designed for easy operation.
Emergency Call Buttons: Emergency call buttons are installed within the toilet to allow users to request assistance if needed.
Baby Change Facilities: Many accessible toilets also include baby change facilities, making them convenient for parents and carers.
Locating Accessible Toilets
The Cityrail website and mobile app provide information on the location of accessible toilets at each station. Station maps also clearly indicate the location of these facilities. If you are unsure, ask station staff for assistance.
Reporting Issues
If you encounter any issues with accessible toilets, such as cleanliness or maintenance problems, report them to station staff immediately. Your feedback helps Cityrail maintain the quality of these essential facilities.
In addition to accessible toilets, some stations may also offer other accessible facilities, such as changing places facilities for people with complex disabilities. These facilities provide additional equipment, such as height-adjustable changing tables and hoists, to meet the needs of individuals who require more support. Check the Cityrail website or app for information on the availability of changing places facilities at specific stations. You can also view our services for more information.
3. Hearing Loops and Visual Information Displays
Cityrail utilises hearing loops and visual information displays to provide clear and accessible information to passengers with hearing and visual impairments.
Hearing Loops
Hearing loops, also known as audio induction loops, transmit audio signals directly to hearing aids, reducing background noise and improving clarity. These systems are often installed at ticket counters, information desks, and in waiting areas.
How Hearing Loops Work: Hearing loops consist of a wire loop that surrounds a specific area. An amplifier converts audio signals into a magnetic field, which is then picked up by hearing aids equipped with a telecoil (T-coil). This allows users to hear announcements and conversations clearly, without the interference of ambient noise.
Identifying Hearing Loops: Look for signage indicating the presence of a hearing loop. The international symbol for hearing loops is a blue ear with a T-coil symbol inside.
Using Hearing Loops: To use a hearing loop, simply switch your hearing aid to the T-coil setting. If you are unsure how to do this, consult your audiologist.
Visual Information Displays
Visual information displays provide real-time information about train schedules, platform numbers, and service updates. These displays are strategically located throughout stations to ensure that all passengers have access to important information.
Types of Visual Displays: Visual displays may include LED screens, LCD monitors, and electronic whiteboards. They typically show information in large, clear fonts and may also use symbols and icons to convey information quickly.
Accessibility Features: Many visual displays offer adjustable brightness and contrast settings to improve visibility for people with visual impairments. Some displays also provide audio announcements to complement the visual information.
Real-Time Updates: Visual displays are updated in real-time to reflect any changes to train schedules or service disruptions. This ensures that passengers have the most up-to-date information available.
Cityrail is continuously working to improve the accessibility of its information systems. This includes exploring new technologies and incorporating feedback from passengers with disabilities to ensure that everyone can access the information they need to travel safely and efficiently.
4. Priority Seating and Assistance
Priority seating is designated for passengers with disabilities, elderly individuals, pregnant women, and those travelling with young children. These seats are typically located near the doors of the train and are clearly marked with signage.
Identifying Priority Seats
Priority seats are usually identified by a specific colour or symbol. Look for signs indicating that the seats are reserved for those who need them most. Be considerate and offer your seat to someone who requires it.
Requesting Assistance
Cityrail staff are available to provide assistance to passengers who need it. This may include helping with boarding and alighting the train, carrying luggage, or providing directions. You can request assistance from station staff or by contacting Cityrail's customer service centre.
Pre-Planned Assistance: If you require assistance, it is advisable to contact Cityrail in advance to arrange for assistance at your departure and arrival stations. This allows staff to prepare for your arrival and ensure that assistance is readily available.
Assistance Animals: Assistance animals, such as guide dogs and hearing dogs, are permitted on Cityrail trains. Ensure that your assistance animal is properly trained and identified with appropriate documentation.
Cityrail is committed to providing a safe and comfortable travel experience for all passengers. If you require assistance, do not hesitate to ask for help. Station staff are trained to provide support and ensure that your journey is as smooth as possible.
5. Contacting City Rail for Accessibility Support
Cityrail provides various channels for passengers to contact them with accessibility-related inquiries and requests. This includes phone, email, and online forms.
Contact Information
The Cityrail website provides contact information for accessibility support. You can find phone numbers, email addresses, and online forms for submitting inquiries and requests. Be sure to provide detailed information about your specific needs and travel plans to ensure that Cityrail can provide the most appropriate assistance.
Providing Feedback
Cityrail welcomes feedback from passengers on its accessibility features and services. Your feedback helps Cityrail identify areas for improvement and ensure that its services are meeting the needs of all passengers. You can provide feedback through the Cityrail website or by contacting customer service.
Accessibility Audits: Cityrail conducts regular accessibility audits to assess the effectiveness of its accessibility features and identify areas for improvement. These audits involve input from passengers with disabilities and other stakeholders.
Continuous Improvement: Cityrail is committed to continuous improvement in its accessibility services. This includes investing in new technologies, training staff, and incorporating feedback from passengers to ensure that its services are as accessible and inclusive as possible.
By understanding the accessibility features available on city rail networks and knowing how to access support, you can travel with confidence and ease. Cityrail is dedicated to providing accessible and inclusive travel options for all passengers, ensuring that everyone can enjoy the benefits of public transportation.