ACTION PLAN 2007-2012 QR ACCESSIBLE PASSENGER RAIL SERVICES REGISTERED OFFICE Level 14, Rail Centre 1 305 Edward Street Brisbane Qld 4000 GPO Box 1429 Brisbane Qld 4001 ROCKHAMPTON 1st Floor, Administration Building 320 Murray Street Rockhampton Qld 4700 PO Box 198 Rockhampton Qld 4700 Telephone (07) 4932 0412 International Telephone + 61 7 4932 0412 Facsimile (07) 4932 0714 International Facsimile + 61 7 4932 0714 TOWNSVILLE 502 Flinders Street Townsville Qld 4810 PO Box 1102 Townsville Qld 4810 Telephone (07) 4772 8308 International Telephone + 61 7 4772 8308 Facsimile (07) 4772 8392 International Facsimile + 61 7 4772 8392 FURTHER INFORMATION For assistance, publications or information concerning QR and the customer services we provide, please visit our website at www.qr.com.au or contact: QR Strategy and Corporate Affairs GPO Box 1429 Brisbane Qld 4001 Telephone + 61 7 3235 2180 Facsimile + 61 7 3235 1799 Email corporate.affairs@qr.com.au ACN 124 649 967 Copyright 2007 QR Limited FOREWORD QR Limited recognises that the introduction of this Disability Action Plan represents an important step in eliminating discrimination against people in our community with disabilities in ensuring the sustainable provision of accessible public transport. This Disability Action Plan has been developed to assist QR to realise its vision to deliver a more inclusive service where diversity is embraced and disabled members of our community are provided with increased opportunities to participate in our community. Since the introduction of the Disability Discrimination Act in 1992, QR has worked to systematically identify and remedy many of the barriers that have historically impeded independent travel for disabled passengers. QR has implemented new standards for emerging stations and trains to ensure compliance with the introduction of new facilities. The recent publication of the Disability Standards for Accessible Public Transport (Transport Standards) has provided a framework for the upgrade of existing stations and trains across QR’s urban, interurban and regional network. The access improvements for people with disabilities set out in this Disability Discrimination Act Action Plan has moved QR closer to this goal. QR is committed to promoting equality of access through the delivery of services and information, the employment and training of our staff, and the way we regulate and manage our environment. With the significant financial support of the Queensland Government, QR has established a program of work to progressively upgrade stations and trains in line with the compliance timetable defined within the Transport Standards. QR has committed significant resources to this program to ensure we better meet the needs of all passengers, including those with disabilities. Since the introduction of the Transport Standards, QR has developed a detailed understanding of the practical application of the Transport Standards within the rail environment and has overcome many challenges in meeting the program objectives. An innovative solutions-based approach has ensured QR remains at the forefront of public transport operators in Australia and comparable internationally. This Action Plan provides information on our achievements to date and provides details of future plans for improving access to stations and trains. QR appreciates the commitment of the Queensland Government as a key factor assisting QR to achieve its vision of becoming a leader in the implementation of the Transport Standards in Australia. A key feature of the QR DDA Program is that the program scope and priorities were established in consultation with the Disability Sector and more specifically the QR DDA Reference Group. The QR DDA Reference Group was the first such consultative forum established by a major public transport provider in Australia and has been held up as an example of how to ensure successful engagement with passengers with disabilities. Looking towards the future, QR is committed to removing discrimination and creating a barrier free public transport environment. QR will continue to overcome the many significant challenges that lie ahead. QR is continually seeking cost effective and innovative solutions for the upgrade of the rail network to support the independent travels needs of all of our customers. QR will continue to adopt a can do attitude, seek practical solutions, involve our staff along the journey and continue to partner with the Disability Sector. QR is committed to the ongoing implementation of the actions described in this Action Plan and we look forward to having a positive impact on the lives of the travelling public and in particular those within the community who have a disability. Andy Taylor Group General Manager Passenger Services Group Lance Hockridge Chief Executive Officer QR Limited TABLE OF CONTENTS 1 Introduction 1 Background 1 Development of his Action Plan 2 2 Context 3 Disability Discrimination Act and the Transport Standards 3 Direct assistance and equivalent access 4 Unjustifiable hardship 4 Temporary Exemption 4 Five Year Review 4 Eliminating Discrimination 4 QR and Passenger Rail Services 5 Unique Challenges in QR’s Rail Environment 7 Increasing Demand or Passenger Rail Services 8 Identifying Barriers 8 Responsibility for Passenger Rail Services in Queensland 9 Policy and Planning Environment 9 Establishing Priorities 10 3 Progress towards Accessible Passenger Rail Services 11 On our Trains 11 At our Stations 11 Through effective customer service 12 In partnership with the Community 12 Challenges in Improving Access 13 Progress towards meeting the Transport Standards 14 4 QR DDA Compliance Program 15 Organisational Commitment 15 Determining Requirements 15 Program Priorities 17 Citytrain 17 Traveltrain 17 Tourist Train 17 Updating the Action Plan 18 Planning Phase 18 Review Phase 18 Funding Phase 18 5 Citytrain 19 Trains 19 ICE Train 21 Intercity Multiple Unit 21 Suburban/Intercity Multiple Units 22 Electric Multiple Unit 22 Stations 23 6 Traveltrain 27 Trains 27 Tilt Train 28 Traditional Rollingstock 28 Upgrading the Traditional Fleet 28 Stations 29 7 Tourist Train 31 Trains 31 Kuranda Scenic Railway 31 Gulflander 31 Stations 32 8 Customer Service 33 Information 33 Direct Assistance 35 Staff Training and Awareness 36 Customer Service 36 Complaint Handling 36 9 Community Engagement 37 DDA Reference Group 37 Community Forum 37 Disability Action Week 38 Participation in Train Safety Days 38 10 Universal Access 39 Abbreviations 40 Useful Websites 40 1 INTRODUCTION BACKGROUND In Queensland, QR operates a range of urban, inter-urban, regional and tourist passenger services. Last year alone, QR operated approximately 260,000 passenger services completing more than 60 million passenger journeys. QR is recognised as being a progressive and leading proponent in the provision of accessible rail passenger services. QR commenced work on specifically improving access to services in 1998 and has delivered a range of projects and initiatives over the past nine years. QR is committed to ensuring that all passengers have easy and open access to our passenger rail services and supporting the objectives outlined in the Commonwealth Disability Discrimination Act 1992 and the Queensland Anti-Discrimination Act 1991. With the strong support of the Queensland Government, QR is working towards improving access in partnership with community organisations and people with disabilities. QR is committed to meeting requirements as defined in the Disability Standards for Accessible Public Transport (Transport Standards) 2002. Our organisation has already made significant advances in improving access to QR services and will continue to move towards the long term goal of delivering rail services that are accessible to all passengers. QR is also involved in several government committees and national forums, such as the Australasian Railways Association (ARA). QR has taken a lead role in fostering a consistent national approach to removing barriers for people with disabilities within the unique requirements of the Australian rail environment. DEVELOPMENT OF THIS ACTION PLAN QR has continued to increase its understanding of the barriers to accessible passenger rail services. We use this information to refine our designs and broaden our approach to the removal of these barriers. This understanding has resulted in the development of a broad, comprehensive and multifaceted plan to eliminate discrimination from passenger rail services. This Action Plan is intended to describe the process whereby passenger rail services will be made accessible for people with disabilities. The Action Plan provides information about what QR has already achieved and outlines current plans to further eliminate discrimination. The Plan’s focus is on the next five years, but also outlines the principles for ongoing progress beyond 2012 and longer term planning. Work on improving access will continue over many years. The plan covers the following passenger rail services provided by QR: Citytrain, urban and inter-urban services in South East Queensland, Traveltrain, regional services; and Tourist Train (Kuranda Scenic Railway and the Gulflander) In developing the Action Plan, QR has reviewed inputs from a range of sources in identifying barriers, how they affect people with disabilities and what options are available to address them. This process continues and QR is actively seeking better solutions to advance the removal of barriers. QR has prioritised the work to be completed to best meet the needs of people with disabilities for access to our services. Priorities have also been influenced by the timetable for compliance as defined within the Transport Standards. 2. CONTEXT DISABILITY DISCRIMINATION ACT AND THE TRANSPORT STANDARDS The Commonwealth Government has legislated to remove discrimination against people with disabilities as far as possible. Public transport services are addressed directly in the DDA, which refers to the formulation of disability standards for provision of public transport services and facilities. The Transport Standards stipulate the minimum mandatory requirements for the provision of accessible transport services and facilities. They also provide a timeframe in which compliance must be achieved. The Transport Standards apply to all conveyances, premises and infrastructure. Compliance is to be achieved over a 20-year period from 2002, with interim progress requirements for most areas of the Transport Standards of 25%, 55%, 90% and 100% by the end of 2007, 2012, 2017 and 2022 respectively. There are some significant exceptions to this, such as waiting areas, signs and symbols, lighting, alarms, ticketing and information systems, the majority of which are required to be fully compliant by the end of 2007. Trains have until 2032 to achieve the last 10% of full compliance. All new services coming into operation after October 2002 must comply with the Transport Standards in full. Existing services must be retrofitted or replaced. The DDA and Transport Standards apply to all providers and operators of public transport services and supporting infrastructure. The Transport Standards assumes public transport users can travel independently, or with the assistance of a carer and are able to understand the public transport system. DIRECT ASSISTANCE AND EQUIVALENT ACCESS The transport standards promote the provision of alternative access including direct assistance where it provides equivalent access in terms of comparable standards of amenity, availability, comfort, convenience, dignity, price and safety. People with disabilities or people representing people with disabilities must be consulted about equivalent access proposals. Equivalent access does not include a segregated or parallel service. UNJUSTIFIABLE HARDSHIP Failure to comply with either the DDA or the Transport Standards to the maximum extent possible, not involving unjustifiable hardship, is unlawful. The legislation does not define the nature of unjustifiable hardship but rather leaves it open to interpretation with respect to all relevant elements of a particular case. TEMPORARY EXEMPTION An operator can seek a temporary exemption of up to five years (an extension of time) from compliance with all or some of the Transport Standards from Human Rights and Equal Opportunities Commission (Commonwealth) [HREOC] through a public consultative process. Any aggrieved party may appeal the granting of an exemption through the Administrative Appeals Tribunal (AAT). FIVE YEAR REVIEW The Transport Standards are routinely reviewed by the Federal Minister for Transport and Regional Services and the Attorney-General at five year internals to assess their effectiveness in eliminating discrimination and provide an opportunity to introduce any necessary amendments. The five year review process commenced on 24 May 2007 with the release of an issues paper seeking input into the review. Completion of the review is scheduled for 14 December 2007 with the provision of the final report to the Federal Minister of Transport and Regional Services. Effecting any amendments to the Transport Standards as a result of the review through Federal Parliament will be an ongoing process. ELIMINATING DISCRIMINATION The purpose of the DDA is to eliminate, as far as possible, discrimination against people with disabilities. The Transport Standards provide additional guidance to public transport operators and providers on the removal of discrimination from public transport services. The standards detail specific requirements for service attributes, for example, access paths and hearing augmentation. The Transport Standards also define how an operator or provider can become compliant, allows for equivalent access arrangements including the provision of direct assistance, and defines compliance timeframes. QR AND PASSENGER RAIL SERVICES QR had its beginnings in 1865 when the first train in Queensland travelled between Ipswich and Grandchester. Back then, QR provided a lifeline for new communities, especially in regional and remote parts of the state, and helped facilitate the opening of new agricultural and mining industries. Today QR remains committed to people, communities, industries and businesses. Each year QR moves more coal and freight than any other organisation in Australia and delivers over 60 million passenger journeys. QR strives to provide services that exceed expectations and continues to expand in order to meet the ever-changing needs of its customers. QR Limited is a company registered under the Corporations Act and is a Government Owned Corporation. As such, QR must comply with the Government Owned Corporation Act and with Queensland Government policies. The shares in QR Limited are held by QR’s shareholding Ministers (the Minister for Transport, Trade, Employment and Industrial Relations and the Treasurer) on behalf of the people of Queensland. QR Passenger Services provides a comprehensive range of rail passenger transport services for the people of Queensland across the rail network. QR continues to operate one of the safest and most reliable passenger rail services in the world. Citytrain is the largest public transport operator in South-East Queensland. It plays an important role as a key strategic partner and service provider in the TransLink integrated public transport system. Passenger rail transport in South-East Queensland will continue to be a priority for QR as the population continues to expand rapidly. Traveltrain plays a vital role in providing access to, and linkage with, other communities and tourism opportunities for regional areas. Traveltrain offers the unique experience of rail for travelling to regional and historical destinations in Queensland. Citytrain offers safe, reliable and comfortable services providing community connections via the TransLink integrated public transport network. The expanding population of South East Queensland depends on Citytrain to provide passenger services over an urban and inter-urban electrified network that stretches from Gympie to the Gold Coast -with key customer groups including commuter, leisure and education. Traveltrain long distance services support Queensland’s coastal and rural communities as far north as Cairns and west to Longreach and Mount Isa. Modern and traditional fleets provide a variety of regional commuter, leisure and experiential travel options. Kuranda Scenic Rail is a tourist and historical rail adventure that travels from Cairns through dense, World Heritage listed tropical rainforest and past deep gorges and waterfalls to the village of Kuranda. The pioneering heritage link combines with the rainforest experience to create a Queensland icon. Fondly referred to as the old `tin hare’, the Gulflander is one of the world’s last great characters of rail travel and offers passengers a unique experience. This historic little train takes you on a journey with a difference from remote Normanton to far flung Croydon through the tough and inhospitable Gulf Country. UNIQUE CHALLENGES WITHIN QR’S RAIL ENVIRONMENT The QR railway environment poses a number of unique challenges in addressing the requirements of the Transport Standards. A large portion of the rail network was constructed over 50 years ago and in some cases up to a century ago. When the railway was constructed accessibility was not a prime consideration and design guidelines were significantly different from today’s specifications. Track layouts and rail corridors were generally narrow and followed existing roads resulting in a number of curved sections. Platforms and stations were constructed to meet the requirements of older steam-hauled carriages, not the current electric multiple units in use since 1979. Stations were often built in cuttings. Platforms were often low, curved and narrowed significantly towards either end. Obstacles along the platforms were common, and the use of steps and subways to access station buildings and other facilities were commonplace. Over time both commercial and residential properties were built alongside the rail corridor. Road widening and other development activities have significantly constrained the railway corridor in many locations. To build a modern accessible railway station requires a considerable amount of space both on the platform and on the concourse to house all of the necessary elements. Building accessible stations within the older parts of the rail network poses substantial design challenges, which add significantly to the overall cost of construction. In many cases the design may need to compromise on several aspects of accessibility to fit within the physical constraints of the location. The raising of the platform heights on older stations is also problematic and is further complicated on curved platforms. In several instances it is not physically possible to raise the platform as the horizontal gap between the platform cope and the train becomes dangerous. As a result there will be some low level platforms and an ongoing need for boarding ramps and assisted entry and exit from trains at several stations within the Citytrain network. Queensland railways have been constructed using narrow gauge (1067mm) track and a narrow train gauge. The constraints imposed by the narrow train gauge result in railway carriages that are somewhat narrower than most operators in Australia, and indeed across the world. Altering the train gauge is not a realistic prospect without relaying the entire network track. This narrow carriage width presents many design challenges and engineering constraints limiting the ability to design a carriage that meets the needs of all users, including people with disabilities. INCREASING DEMAND FOR PASSENGER RAIL SERVICES In recent times, the rapid population growth in South-East Queensland, along with a preference for public over private transport, has seen a rapid increase in patronage levels on the Citytrain network, particularly in the morning and afternoon peak times. In line with this growth in passenger numbers there has been an increase in the number of passengers choosing to travel that have some form of disability. The demand for services for people with disabilities is being driven by improved access to services and leisure activities now accessible by rail. As accessibility improves across society at large, increases in patronage are expected. Federal Government policies are encouraging a range of people with disabilities to re-enter the workforce. Access to public transport will be a critical factor in achieving these outcomes. The number of retirees with higher income levels has increased and their expectations of retirement often include increased leisure travel. Finally, demand for accessible rail passenger services is being driven by the increasing expectations of the general community for unrestricted access to these services. IDENTIFYING BARRIERS Inspections of QR’s stations, rollingstock, operations and customer services have been undertaken to identify barriers that prevent access to the passenger rail services provided by QR. Some examples of the barriers identified within QR include platforms below train floor level; stairs as being the sole means of access; narrow access paths and obstacles encroaching the access path; information and signage in single formats; and low level lighting on platforms and around station buildings. By understanding where the barriers to access exist, QR has identified the priorities; submitted funding applications; identified engineering solutions; and where equivalent access could be provided. The information obtained during the inspections assisted QR to make decisions about the mix of access solutions to be delivered on our trains, stations, and other buildings. RESPONSIBILITY FOR PASSENGER RAIL SERVICES IN QUEENSLAND Queensland Transport (QT) is the lead agency involved in the Queensland Government’s transport agenda. QT assumes the responsibility for leading the development, planning and management of a long term vision for passenger transport services in Queensland. The vision is supported by a comprehensive policy agenda, which identifies strategic priorities and accountabilities. QT is responsible for the development of services throughout Queensland. QT use information to assess transport needs and monitor performance across the transport system in Queensland. QT establishes high level transport priorities and accountabilities, integrates policies, regulations and operating practices across all stakeholders. QR works closely with relevant divisions within QT in delivering passenger rail services. QR has also worked closely with QT to ensure that the QR Action Plan is consistent with the broader QT Action Plan. POLICY AND PLANNING ENVIRONMENT The Queensland Government establishes Transport Service Contracts (TSC) with service operators to provide passenger transport services throughout Queensland. QR holds two such contracts that define the delivery requirements for passenger rail services in Queensland. Funding of the DDA Compliance Program is provided through capital funding arrangements within these agreements. The Citytrain TSC defines the rail passenger services to be provided by QR for the suburban and inter-urban Citytrain network. The agreement is managed by TransLink. The Traveltrain TSC defines the long distance rail passenger services to be provided by QR. The agreement is managed by Rail, Ports and Freight. TransLink has a broader role and works in partnership with QR, Brisbane Transport, Brisbane City Council and the private operators in South East Queensland to create an integrated public transport system for South East Queensland that is attractive, efficient, fast and easy to use. TransLink is responsible for delivering on six key result areas: * Service Delivery - Integrated public transport services * Infrastructure Improvements – improved public transport infrastructure * Ticketing and Fares – effective ticketing and fare collection system * Customer Services – effective marketing and customer information * System Sustainability – sustainable public transport system * Business Capability – capable public transport organisation TransLink also provide an integrated ticketing system for South East Queensland. The system was first introduced in July 2004. TransLink is in the process of implementing an automated fare collection (AFC) system using smart card technology. The technology will make it easier to use public transport and reduce boarding times. The AFC system will also provide vital passenger travel data allowing TransLink to better cater for South East Queensland’s future population growth and transport needs. ESTABLISHING PRIORITIES QR considers a range of factors when establishing the priority for the delivery of improved accessibility. The factors considered include: * Current planning for upgraded or new services * Government priorities * Proximity of other accessible facilities * Technical challenges and considerations * Demand for services by people with disabilities * Proximity of services (health, schools, employment) requiring to be accessed by people with disabilities * Patronage levels by location * Population serviced by each facility * Customer complaints 3. PROGRESS ON OUR TRAINS Work is ongoing on QR’s passenger trains in a number of areas. Recent achievements include: * Accessibility upgrades to the Tilt Train services including luminance contrast, handrails, grab rails, emergency exits, unisex accessible toilets and tactile signage. * A submission is before the Queensland Government for the upgrade of the traditional long-distance carriages including provisions for access for people with disabilities. * Upgraded accessibility to some Kuranda Scenic Railway carriages through the inclusion of allocated spaces and an accessible toilet. * Concept design completed for the provision of allocated spaces and priority seating on the Intercity Express (ICE) trains. * Design completed for improvements to accessibility on the older Citytrain carriages including allocated spaces, luminance contrast, signage and improved hand rails and grab rails. Work on the upgrade of the fleet of 87, three-car trains has commenced, with modifications being completed on 16 trains. * Design completed for the installation of ‘push-button’ door controls and the visual display of journey information on the older Citytrain carriages. * Design completed for the installation of a wheelchair lift to the trailer car of the Gulflander Tourist rail-motor as well as other accessibility improvements including signage, handrails, grab rails and hearing augmentation. AT OUR STATIONS Work is ongoing at Citytrain and Traveltrain stations in a number of areas. Recent achievements include: * Comprehensive update to the station design guide incorporating universal design elements * Development of the Accessible Stations Signage Guideline * Standardised station layouts around a Core Passenger Zone which includes an assisted boarding point, waiting areas, priority seating and an integrated help phone/next train information (NTI) console. * Major upgrades to Corinda, Birkdale, Redbank, Beerwah, Bundamba, Coopers Plains, Banoon, Mitchelton, Maryborough West and Blackwater stations. * These include upgraded car parking, access paths including lifts, core passenger zones, improved way-finding and signage, and new ticket windows. * Rebuilt platforms, car parking, waiting shelters and platform edge tactile indicators at 30 Traveltrain long distance railway stations including Bluff, Gatton, and, Proserpine. * Platform edge tactile indicators on Central Station platforms 1 to 4, Windsor, Wilston, Alderley and Newmarket stations and also being progressively installed at up to an additional forty Citytrain suburban stations. * Involvement in the design of accessibility requirements for the new rail infrastructure being delivered as part of SEQIPRAIL through alliance partners. This has included collaboration, problem solving, and the sharing of designs amongst the different alliances. THROUGH EFFECTIVE CUSTOMER SERVICE Great customer service is the cornerstone of QR’s Passenger Services business. In recognition of this, QR has implemented a training program for station staff, guards and transit officers. The program includes practical learning activities to help increase understanding of the barriers encountered by people with disabilities. In addition, QR is progressively improving access to information regarding passenger rail services incorporating pre-journey planning information, Traveltrain booking services and journey information including changes to services onboard. QR strategically provides information using multiple formats including visual, tactile and audible where available to ensure appeal to the broadest range of needs. Customer service offers direct assistance to passengers to ensure equivalent access provisions in instances where QR has been unable due to a combination of variables to meet all of the requirements of the Transport Standards. QR provides training in the provision of direct assistance, to ensure that this assistance is provided in a manner consistent with the services provided to other passengers and that the provision of the assistance is done with appropriate considerations of amenity, dignity, convenience and safety. IN PARTNERSHIP WITH THE COMMUNITY A key component of QR’s approach to improving access to its passenger rail services is on-going consultation with people with disabilities and their representatives. This consultation further highlights QR’s determination and commitment to providing personalised solutions, not just compliance. This community consultation assists QR to better understand the issues that affect people with different disabilities. QR has been proactive in establishing links with people with disabilities. Since 2003, these links include a Reference Group, with membership representing different groups of people with disabilities. The Reference Group meets bi-monthly and is an important source of consultation between QR and the people with disabilities, on Transport Standards compliance matters. Since 2004, QR has hosted an annual community forum; targeted to people with disabilities and their carers, in which presentations are made outlining QR’s progress towards accessible rail passenger services during the previous twelve months. Participants also have the opportunity to work in focus groups aimed at helping to identify barriers preventing access to QR services and to establish priorities for future work. Consultation, information and training services are provided by staff within QR. Staff maintain regular contact with a range of groups representing people with disabilities, service providers and educational institutions that provide support to people with disabilities. CHALLENGES IN IMPROVING ACCESS QR is committed to improving access to passenger rail services; however eliminating discrimination within the rail environment has presented a number of technical and operational challenges. Many of these challenges have yet to be adequately resolved, but significant resources remain committed to identifying innovative solutions to overcome these barriers. Plans are in place and are well advanced to ensure that any gaps in compliance are eliminated as soon as is practicable. Details of these plans are contained in this Action Plan. These challenges are not unique to QR, but impact on all rail operators to different degrees. As a member of the Australian Rail Association (ARA), QR has provided leadership in identifying these challenges and establishing working parties to seek common solutions and to ensure that different rail operators do not expend different levels of effort in meeting the same requirements. Where there are significant challenges in meeting the requirements defined in the Transport Standards, the ARA, through representation on APTNAC, has sought to work with people with disabilities in finding alternate methods of providing accessible passenger rail services. Members of the ARA have been granted a number of temporary exemptions from the application of the Transport Standards. Several issues are still under consideration and are the subject of further consultation with interested parties including Human Rights and Equal Opportunities Commission (HREOC). QR will reference these temporary exemptions where appropriate. QR is also working with the ARA in providing input into the five year review of the Transport Standards currently underway to help improve the application of the standards within the unique characteristics of the rail environment. PROGRESS TOWARDS MEETING THE TRANSPORT STANDARDS The numbers are expressed in percentage compliance. Citytrain Stations Access Paths 36 Manoeuvring Areas 99 Passing Areas 98 Resting Areas 100 Ramps 21 Waiting Areas 10 Boarding 98 Surfaces 100 Handrails and Grab Rails 36 Doorways and Doors 36 Lifts 100 Stairs 25 Toilets 50 Symbols 99 Signs 7 Tactile Ground Surface Indicators 23 Alarms 100 Lighting 10 Controls 50 Furniture and Fitments 9 Street Furniture 10 Gateways 100 Payment of Fares 2 Hearing Augmentation 18 Information 21 Citytrain Rollingstock Access Paths 54 Manoeuvring Areas 54 Passing Areas 54 Ramps 100 Boarding 100 Allocated Space 54 Surfaces 95 Handrails and Grab Rails 52 Doorways and Doors 95 Toilets 28 Symbols 52 Signs 40 Lighting 100 Controls 40 Hearing Augmentation 13 Information 13 Priority Seating 95 Traveltrain Stations Access Paths 74 Manoeuvring Areas 74 Passing Areas 74 Resting Areas 74 Ramps 65 Waiting Areas 74 Boarding 74 Surfaces 74 Handrails and Grab Rails 74 Doorways and Doors 74 Stairs 74 Toilets 58 Symbols 74 Signs 0 Tactile Ground Surface Indicators 39 Lighting 10 Controls 64 Furniture and Fitments 100 Street Furniture 74 Gateways 100 Payment of Fares 100 Hearing Augmentation 100 Information 44 Food and Drink Services 100 Travel Train Rollingstock Access Paths 50 Manoeuvring Areas 50 Passing Areas 50 Ramps 100 Boarding 100 Allocated Space 50 Surfaces 50 Handrails and Grab Rails 50 Doorways and Doors 100 Toilets 50 Symbols 50 Signs 50 Lighting 100 Controls 50 Hearing Augmentation 50 Information 0 Booked Services 100 Food and Drink Services 100 Belongings 100 Tourist Train Stations Access Paths 43 Manoeuvring Areas 71 Passing Areas 57 Resting Areas 71 Ramps 50 Waiting Areas 43 Boarding 71 Surfaces 71 Handrails and Grab Rails 67 Doorways and Doors 67 Lifts 100 Stairs 0 Toilets 67 Symbols 29 Signs 29 Tactile Ground Surface Indicators 14 Lighting 0 Controls 67 Furniture and Fitments 33 Street Furniture 29 Gateways 50 Payment of Fares 0 Hearing Augmentation 33 Information 0 Tourist Train Rollingstock Access Paths 67 Manoeuvring Areas 67 Passing Areas 67 Ramps 67 Boarding 67 Allocated Space 67 Surfaces 67 Handrails and Grab Rails 67 Doorways and Doors 67 Toilets 33 Symbols 33 Signs 33 Lighting 100 Controls 67 Hearing Augmentation 0 Information 0 4 COMPLIANCE PROGRAM ORGANISATIONAL COMMITMENT QR has strong organisational commitment to meeting the legislative requirements of the DDA. This commitment originates with QR’s Shareholding Ministers and is endorsed by its Board of Directors permeating throughout the entire organisation. The QR DDA Compliance Program has been established to manage the task of ensuring that the passenger rail services delivered by QR are designed to eliminate discrimination to the degree possible in accordance with the Transport Standards. In supporting the program, QR continues to make a significant investment in resources to meet the compliance targets. The QR approach to addressing DDA compliance is considered to be comprehensive, structured and based on an analysis of the barriers that exist for people with disabilities. QR has adopted a practical approach by focusing on the primary fundamentals, including providing safe access across the broadest range of rail passenger services. Secondary activities will be completed in sequence to address full accessibility beyond the initial phase. The program is built on a solid foundation of active and continual community consultation. Work within the program first commenced in 1999 and has continued over the ensuing period. In 2003, the program was expanded to incorporate additional dedicated resources including a DDA Coordinator and DDA Support Officer. The program has continued to expand in both its size and breadth of work being undertaken. QR’s rail environment poses a range of difficulties including a number of technically challenging issues which require resolution. These issues include but are not isolated to the inherent narrow train gauge and the restriction this imposes on the width of the carriages, the age of some assets and most notably, the older Citytrain stations. QR, with the support of the Queensland Government, continues to commit significant resources to the DDA program including teams of design, engineering and operations staff. The program is supported by the direct involvement of senior management. The compliance program is currently working across five work streams. The scope of work being undertaken by the program is detailed on the following page. DETERMINING REQUIREMENTS The scope of the QR DDA Compliance Program has been developed to address the removal of barriers that restrict access for people with disabilities from using QR’s passenger rail services. In developing the scope of the program, QR undertakes an inspection of the trains and stations to determine likely barriers within the rail network that might prevent access. The results of the inspections are discussed and investigated to define the scope of work for the program. STREAM 1: INFRASTRUCTURE PROVISION * Identify the scope, cost and priority of DDA compliance to infrastructure stations and rollingstock. * Develop operational plans to achieve 2012 DDA compliance requirements. * Provide ongoing updates to the Station Design Guide. * Provide a planned rollout of 2012 DDA modifications to stations and rollingstock. * Ensure suppliers to QR meet requirements of the Transport Standards when providing designs and construction. * Advocate for improvements in the DDA, Disability Standards for Accessible Public Transport, Industry Codes of Practice and relevant Australian Standards. STREAM 2: INFORMATION PROVISION * Develop a comprehensive information strategy to identify the needs of passengers with disabilities. Includes public address information, signs, symbols, maps brochures, posters and instructions for use. * Deliver new and existing passenger service information equitably via a range of formats and mediums. Includes safe and accessible locations. Includes verbal, written, electronic and web based presentations. * Provide accurate information to passengers in ways that are accessible, respectful and culturally appropriate. * Regularly inform community groups of QR’s access features and innovations. STREAM 3: PASSENGER SERVICE OPERATIONS * Passenger service procedures and guidelines to ensure equity of access for people with disabilities. * Reduce gaps in passenger service staff knowledge and skills in assisting people with disabilities. * Develop and deliver training packages to passenger services staff that increase awareness and knowledge of DDA issues. * Obtain, document and analyse feedback from passengers with disabilities on a regular basis. * Respond to passenger complaints in a timely, respectful and informed way. * Maintain all access features of stations and trains in working order. * Market accessible features of rail services to members of the public with disabilities. STREAM 4: BUSINESS DEVELOPMENT AND FUNDING * Identify the full range of changes needed to QR services and funding to carry out these to meet compliance. * Obtain funding from Government to meet DDA targets. * Incorporate needs of people with disabilities into all public access business development proposals and contracts. * Identify and remove discriminatory business procedures that have an impact upon people with disabilities. STREAM 5: EDUCATION AND AWARENESS * Undertake education and awareness programs for staff so as to highlight the attitudes and behaviour required within QR to remove discrimination. * Increase staff awareness of disability discrimination and reinforce non-discriminatory behaviours. * Reward staff who provide excellent customer service. PROGRAM PRIORITIES Program priorities have been established using the criteria defined in Section 2. Current priorities within the program are directed towards achieving the maximum benefit for the largest number of passengers and in improving safety and access to information. The program is focused on the removal of the more significant barriers to independent travel thus ensuring that access is available at as many stations and on as many trains as is possible. CITYTRAIN Within the Citytrain business, program priorities include: * safety initiatives including the laying of tactile indicators along as many platform edges as practical, * investigation into platform horizontal and vertical step distances across the network and the development of quick solutions ahead of a more comprehensive station upgrade, * information improvements including electronic displays, next train information terminals and an SMS information service, * enhanced station access through a general upgrade of access to stations within the network, and * accessibility upgrade to the oldest Citytrain rollingstock. TRAVELTRAIN Within the Traveltrain business, program priorities include: * general access improvements to smaller regional stations, * upgrade of lighting across Traveltrain stations, * modification and improvement to access features on the Tilt Train fleet, and * the design of accessibility features for inclusion in the upgrade of the traditional rollingstock. TOURIST TRAIN The smaller scale of the Tourist Train business means that accessibility upgrades will generally be completed all at the same time, rather than on a progressive basis. The current priority is the provision of access for people with disabilities to the Gulflander service. UPDATING THE ACTION PLAN The Action Plan is continual monitored and reviewed to ensure that the program outcomes are being achieved in accordance with the plan. The outputs from these activities, along with other performance inputs are used to review of the Action Plan. This review is conducted annually. Following the review, the Action Plan is then updated based on any changes identified. The annual review and update of the Action Plan is conducted in three phases and is aligned with QR planning processes and the Queensland Government budget cycle. PLANNING PHASE Each year, commencing in June, the DDA Program Team commence a review of the program. The program achievements and current plans are reviewed against any changes in accessibility priorities or changes in the external environment such as amendments to the Transport Standards or through determinations or decisions made by a Court, or by HREOC. REVIEW PHASE Following the planning phase, in about August/September of each year, the Program Manager initiates a review of the program plan by senior management including consideration of how well the plan is meeting the objectives of the program. FUNDING PHASE In line with Queensland Government budget processes, funding submissions are prepared on an annual basis. Output from the plan review will be used to make submissions to the Queensland Government for funding support for new initiatives identified. 5 CITYTRAIN TRAINS The accessibility of trains across the Citytrain fleet has been improving with each generation of train introduced. The latest addition to the Citytrain fleet, the IMU 160 series is compliant with the requirements of the Transport Standards. The more recent additions to the fleet reflect the continued growth in demand for accessible services over the past decade. As a result, QR is well placed to exceed the compliance timeframes defined in Transport Standards. On current projections, based on the delivery of currently funded projects, Citytrain should have 95% of the fleet largely compliant by 2013, nine years ahead of the schedule in the Transport standards. With $46 million in funding provided by the Queensland Government, QR has established a project to complete accessibility upgrades of the older trains. The scope of work is dependent upon the current level of access provided. The older electric multiple units (EMU) require significant upgrades including allocated spaces, handrails and grab rails, improved signage including electronic information displays and the installation of push button door controls. The newer suburban multiple units (SMU) and inter-city multiple units (IMU) require less work as they were constructed with a degree of accessibility features included. Accessibility Improvements to Citytrain Rollingstock Handrails and grab rails Allocated spaces Passenger Information Display Screens Push button door controls Contrast around door openings Audible + visual indicators Improved signage Help phone INTERCITY EXPRESS (ICE) NUMBER OF UNITS - 8 COMMENCED - 2007 PLANNED COMPLETION - 2008 SCOPE OF WORK Allocated Spaces Wider internal access doorway Signage Grab rails and handrails The long term future use of the ICE train as part of the Citytrain network has yet to be determined. Current plans suggest that the ICE train will be replaced by the newer IMU 160 series trains over time. The layout and construction of the ICE train, particularly with respect to the external doors and internal toilet make this train expensive to modify to meet the requirements of the Transport Standards. These trains are used to provide longer distance services on the North Coast line from Brisbane to Gympie North. As such, there is a need to make provision for passengers in wheelchairs to be able to travel within the main passenger area of the carriage. A minor upgrade project is underway to install allocated spaces and other accessibility features in the last carriage of each train. This will allow passengers in wheelchairs to travel in more comfort and safety. INTERURBAN MULTIPLE UNIT (IMU) NUMBER OF UNITS - 14 COMMENCED - 2007 PLANNED COMPLETION - 2009 The initial IMU were designed and built before the introduction of the Transport Standards. As such, the toilet module in the front of each train needs to be modified to provide suitable access and manoeuvrability for people with disabilities. SCOPE OF WORK Alteration to toilet to improve access SUBURBAN/INTERURBAN MULTIPLE UNITS (SMU/IMU) NUMBER OF UNITS - 42 SMU, 14 IMU PLANNED START - 2008 PLANNED COMPLETION - 2012 SCOPE OF WORK Installation of passenger information display screens The IMU 100/120 series included a rudimentary passenger information display screen (PIDS) which provides a visual message equivalent to the automated on-board public address system. The SMU 200/220 series did not include a PIDS system. A request for tender is being prepared by QR to identify a supplier to provide a PIDS solution for installation on the SMU 200/220 series and the retrofitting of the IMU 100/120 series PIDS. ELECTRIC MULTIPLE UNIT (EMU) NUMBER OF UNITS - 87 COMMENCED - 2006 PLANNED COMPLETION - 2013 SCOPE OF WORK Provision of allocated spaces Upgraded Priority Seating On-board Visual Information Display Push Button Door Controls Improved luminance and colour contrast for handrails and grab rails Clearer signage and symbols Removal of obstacles such as long stanchions QR is part way through an accessibility upgrade of all EMU. The upgrade, once completed, will ensure that these trains meet the requirements of the Transport Standards and will have facilities and amenities for people with disabilities commensurate with those provided in the newest suburban trains. STATIONS The Citytrain network has 143 stations. The earliest stations in the network were constructed early last century. The Citytrain network stations have been constructed progressively over the past century and reflect the standards of the day in their construction, size and layout. QR has developed a generic design approach to the construction of new stations and has issued a Station Design Guide. By following the design guide, QR stations will ultimately: * Be accessible to all members of the community. * Be safe to use, and feel safe to use, both day and night. * Be comfortable to use. * Provide a high standard of service. * Generate community pride in Queensland’s public transport system. * Be environmentally responsible. * Be cost effective to maintain. Where existing infrastructure is undergoing significant upgrade, as many elements of the station design guide as is practical are being included in these station designs. The Queensland Government has provided QR with over $134 million to improve disability access to Citytrain Stations. QR has established a program to manage the upgrade works. Program priorities have been established in consultation with the QR DDA Reference Group. A formal review of the stations program was conducted in October 2006 that identified that the initial plan to meet the December 2007 compliance milestones on Citytrain stations would not deliver the greatest benefit for Citytrain passengers with disabilities. The review suggested a change in scope to focus on three priority areas: * Increasing the safety of passengers with vision impairment by installing tactile ground surface indicators (TGSI) along platform edges. * Enhancing access to stations by providing compliant access paths, lifts, overbridges and boarding areas. * Improving information to passengers by installing electronic passenger information systems. More recently, QR has identified that additional priority needs to be given to solving issues associated with boarding Citytrains where there is a large horizontal and/or vertical step between the platform and the train. QR has initiated a review of all stations within the Citytrain network to identify where these issues are more prevalent and to establish a plan to alleviate these issues where practical. In developing plans for future station upgrades greater priority and emphasis will be applied to ensuring that gaps between the platform and the train are minimised. Generally QR will attempt to raise the platform, subject of course to safety and other considerations being taken into account. Accessibility Improvements to Citytrain Stations Accessible ticket counters Access paths Platform edge tactiles and tactile assisted boarding point Upgraded toilet facilities Platform waiting shelters, wheelchair waiting spaces and priority seating Electronic Information Station Lighting Improved Signage CITYTRAIN STATIONS The Queensland Government has provided funding to QR to carry out upgrades on a number of stations within the Citytrain network. These upgrades will improve access to Citytrain services for people with disabilities. START - 2002 PLANNED COMPLETION - 2022 SCOPE OF WORK Access paths Lifts, ramps and stairs Raised platforms Improved signage Platform edge tactile indicator Electronic information displays Next train indicator Help phone Ticket counters Priority seating Waiting shelters Wheelchair waiting areas Hearing augmentation Tactile assisted boarding point Colour and luminance contrast Accessible toilets Improved lighting UPGRADED STATIONS Redbank Landsborough Darra Birkdale Corinda Mitchelton Beerwah Petrie Ipswich Bundamba Lota UNDER CONSTRUCTION Brunswick Street Indooroopilly STATIONS IN PLANNING STAGE Alderley Narangba Strathpine Chelmer NEXT PRIORITIES Buranda Sandgate Darra Nambour Loganlea Bethania SOUTH EAST QUEENSLAND INFRASTRUCTURE PLAN (SEQIP) RAIL As part of the expansion of the rail network under the Queensland Government funded SEQIP (Rail) initiative, several stations will be upgraded and some new stations will be constructed. All upgraded and new stations will be constructed to meet the requirements of the Transport Standards. START - 2006 PLANNED COMPLETION - 2006 SCOPE OF WORK Access paths Lifts, ramps and stairs Raised platforms Improved signage Platform edge tactile indicator Electronic information displays Next train indicator Help phone Ticket counters Priority seating Waiting shelters Wheelchair waiting areas Hearing augmentation Tactile assisted boarding point Colour and luminance contrast Accessible toilets Improved lighting UPGRADED STATIONS Coopers Plains Banoon Sunnybank Oxford Park UNDER CONSTRUCTION Altandi Runcorn Fruitgrove Kuraby Grovely Oxley Darra Elimbah Beerburrum PLANNED NEW STATIONS Varsity Lakes Elanora Springfield Richlands 6 TRAVELTRAIN TRAINS Traveltrain operates the largest and most comprehensive network of long distance and tourist trains in Australia, delivering travel experiences to suit every traveller. The Sunlander and Tilt Trains operate along the Queensland coast and provide passenger rail services to many coastal destinations and attractions including the Great Barrier Reef and Whitsunday Islands. The Sunlander is a traditional style of rail travel, featuring a range of onboard accommodation including the premium Queenslander Class; while the Tilt Train is a modern service with comfortable seating and modern passenger facilities. The Spirit of the Outback, the Westlander and the Inlander provide passenger rail services to many inland destinations. They offer a traditional style of rail travel. In the 2006-07 state budget, the Queensland Government provided QR with $19 million in capital funding for accessibility modifications to the Traveltrain rollingstock including an upgrade to the Tilt Train fleet and minor upgrade works to the Traditional Fleet ahead of the planned fleet upgrade. Accessibility Improvements to Traveltrain Rollingstock Handrails and grab rails Toilet modifications Signage upgrade Allocated spaces TILT TRAIN COMMENCED - 2006 PLANNED COMPLETION - 2007 SCOPE OF WORK Improved signage and symbols Improved luminance and colour contrast Upgraded accessible toilet and shower TRADITIONAL ROLLINGSTOCK COMMENCED - 2007 PLANNED COMPLETION - 2008 SCOPE OF WORK Grab rails and handrails Accessibility signage The current traditional rollingstock used to provide Traveltrain services are between 25 -54 years old and offer little in the way of accessibility. With the imminent plans for the full upgrade of these trains, QR has elected not to undertake any significant work on the current rollingstock. As an interim measure, minor upgrades have been planned to provide a level of assistance to people with disabilities who currently use these services. UPGRADING THE TRADITIONAL FLEET PLANNED COMMENCEMENT - 2008 PLANNED COMPLETION - 2013 A proposal is currently before the Queensland Government to undertake a major refurbishment of the traditional rollingstock. Modifications planned for the traditional fleet are extensive to ensure QR’s rollingstock is accessible for people with disabilities. SCOPE OF WORK Refurbishment of rollingstock Accessibility features including allocated spaces, accessible sleeping berths, access paths to essential facilities, accessible toilets, signage, etc. The two electric Tilt Trains have recently undergone a major overhaul. During the overhaul, QR took the opportunity to further improve accessibility. Retrofits have also been completed on the diesel Tilt Trains, our newest additions to the fleet. STATIONS The Traveltrain network operates from 79 stations throughout the state. Many of the stations on the network service rural communities along the coast and on the three inland routes. Bigger stations with more significant facilities are located in the larger regional cities of Toowoomba, Maryborough, Gladstone, Rockhampton, Mackay, Townsville and Cairns. Several coastal stations were upgraded in 1999 to coincide with the introduction of the Cairns Tilt Train. The upgrade included facilities for people with disabilities. Since 2002, the Queensland Government has provided QR with $15.7 million in capital funding for the upgrade of Traveltrain stations to meet the requirements of the Transport Standards. These works will assist people with disabilities to access and utilise facilities at the stations and board trains more easily. Work has been completed on the North Coast, Great Northern and Central Western lines. Work on the South Western line is scheduled for completion in early 2008 and the broader upgrade of station lighting is forecast to be complete by late 2008. When this program of work has been completed in late 2008, over 85% of Traveltrain stations will meet the requirements of the Transport Standards. Accessibility Improvements to Traveltrain Stations Raised platform, platform edge tactile indicators and waiting areas Upgraded toilet facilities Improved signage Parking bays and access ramps TRAVELTRAIN STATIONS START - 2000 PLANNED COMPLETION - 2009 SCOPE OF WORK Access paths Ramps and stairs Raised platforms Improved signage Platform edge tactile indicators Help phones Ticket counters Priority seating Waiting shelters Wheelchair waiting areas Colour and luminance contrast Accessible toilets Improved lighting UPGRADED STATIONS Mt Isa Home Hill Duchess Ingham Cloncurry Rockhampton Julia Creek Tully Richmond Maryborough West Hughenden Longreach Pentland Torrens Creek Charters Towers Oakey Gordonvale Ilfracombe Babinda Barcaldine Cardwell Jericho Giru Alpha Carmilla Anakie Mt Larcom Bluff Miriam Vale Duaringa St Lawrence Gatton UNDER CONSTRUCTION Dalby Chinchilla Miles Yuleba Roma Mitchell Morven Charleville 7 TOURIST TRAIN TRAINS The Tourist Train business operates the Kuranda Scenic Rail service from Cairns to Kuranda and the Gulflander service from Normanton to Croydon. These services offer passengers unique rail journeys through some of Far North Queensland’s most striking landscapes. Passengers also experience the history of the area and are able to marvel at the engineering feats that were necessary for the construction of these iconic Queensland railways. KURANDA SCENIC RAILWAY START - 2006 COMPLETED - 2007 The Kuranda Scenic Railway operates two trains on the tourist service between Cairns and Kuranda with stops at Freshwater and Barron Falls. The trains have been upgraded to provide accessibility for people with disabilities. SCOPE OF WORK Allocated spaces Accessible toilets Handrails and grab rails Hearing augmentation GULFLANDER PLANNED START - 2007 PLANNED COMPLETION - 2008 Plans are under development to provide an upgrade to the Gulflander service to provide access for people with disabilities. SCOPE OF WORK Wheelchair lift Allocated spaces Accessible toilet Handrails and grab rails Accessible signage Hearing augmentation STATIONS Tourist train stations are located at Freshwater, Barron Falls and Kuranda on the Kuranda Scenic Railway, and at Normanton, Croydon, Blackbull and Critters Camp on the Gulflander Service. Accessibility Improvements to Tourist Train Stations Freshwater Station - Platform wheelchair lift Barron Falls Station - Tactile indicators along platform edge Kuranda Station - Platform wheelchair lift Normanton Station - Accessible car parking, Accessible unisex toilet, waiting shelters, improved signage Croydon Station - Accessible unisex toilet, improved signage Blackbull Siding - Planned upgrade including accessible toilet, boarding area and sealed access path Critters Camp - Planned boarding area and sealed access path 8 CUSTOMER SERVICE INFORMATION Every passenger travelling by rail needs information in order to travel in safety, in comfort and independently. Information is required to allow for the evaluation of the possible choices and to allow an informed decision to be made about the journey. Adequate information helps passengers to feel in control and to feel comfortable. For people with disabilities, access to information is generally more important for the success of their journey because good information can help overcome some of the barriers to independent travel that they might otherwise encounter. QR is working closely with the disability community to identify the information needs of all passengers and then develop appropriate strategies and solutions to meet these needs. The general challenge facing QR is being able to provide information in the preferred format for every passenger. QR produces all necessary travel information, but in the main, the information has generally been provided in a single format. Work is being undertaken in a number of areas to expand the range of formats available including the provision of information in visual, audible and tactile formats. ON OUR TRAINS INFORMATION NEED Destination indicators Service announcements Safety information Service alterations Next station information Transfer and connections INFORMATION PROVISION Public address system Passenger information displays Doors open/close audio and visual Accessible signage – Braille and raised print Simplified security and safety signage including pictograms Help phones AT OUR STATIONS INFORMATION NEED Next train information Timetables Ticket sales Service Alterations Safety information INFORMATION PROVISION Next train indicators Passenger information displays Public address system Help phones Poster displays PRINTED MATERIALS INFORMATION NEED Timetables Sales brochures Accessibility information INFORMATION PROVISION Large print timetables on request Disability access guide OVER THE PHONE OR INTERNET INFORMATION NEED Journey planning Booking services Accessibility information Emergency assistance Timetable information INFORMATION PROVISION SMS Service for people with disabilities Timetables with zoom text Accessibility information Disability access guide Teletypewriter (TTY) service DIRECT ASSISTANCE The provision of direct assistance to people with disabilities is one means available to QR in meeting obligations under the Transport Standards. QR relies on the provision of direct assistance in a number of instances due to current access limitations within trains and on our stations. Direct assistance, where provided by QR, is generally regarded to be a temporary solution whilst upgrades to accessibility are progressed, thus moving closer to enabling independent travel. QR currently utilises direct assistance as the compliance method in the following areas: * Boarding assistance * Information provision * On-board assistance to overcome access path constraints on Traveltrain services * Meals and trolley service on booked Traveltrain services * Alternative travel arrangements during station closures and upgrades Where direct assistance is used within QR, staff offering assistance will be appropriately trained so that they are able to provide customer service in an appropriate and sensitive manner. STAFF TRAINING AND AWARENESS QR promotes the importance of good customer service. Often, the provision of customer service can be the difference between a successful and unsuccessful journey for people with disabilities. Customer service is only effective when staff have the necessary knowledge and skills, combined with the support of management to carry out their roles without discrimination. QR is committed to the delivery of all three. QR management are firmly behind the provision of direct assistance to all passengers, especially passengers with special needs. QR provides training to all front line staff in how to provide support and assistance to people with disabilities. This training includes an experiential component to help provide some understanding to staff of the difficulties and barriers faced by people with disabilities face when using QR passenger rail services. CUSTOMER SERVICE QR is serious about its commitment to meeting the needs of people with disabilities. We would like to hear from you about any aspect of QR’s service delivery. Please provide us with your comments, complaints, compliments and suggestions by calling our: * General Enquiries Line on 131617 * 24hr Passenger Service Hotline (07) 3606 5555 * TTY Telephone (07) 3606 5800 * QR Text Messaging Service 0405 322 591 Or by writing to us at GPO Box 1429, Brisbane Qld 4001 You can also contact us by filling in a general enquiry form on our website at www.qr.com.au COMPLAINT HANDLING QR is committed to responding promptly and efficiently to all passenger complaints. In the event of a complaint requiring investigation, our Customer Liaison Unit staff will acknowledge receipt of, and the status of the complaint within three business days and will provide advice regarding contact points and the targeted timelines for response. A final or substantive response will generally be provided within seven business days of the issue being investigated. 9 COMMUNITY DDA REFERENCE GROUP The DDA Reference Group is a forum drawn from a cross section of community and advocacy groups representing people with disabilities. The Group provides the core consultation mechanism for QR Passenger Services to gain feedback and guidance on measures being planned or adopted to remove discrimination. The Group meets bi-monthly. COMMUNITY FORUM QR sponsors an annual community forum. The event is open to all members of the public, but is particularly targeted at people with disabilities who use QR passenger rail services. The forum provides an annual assessment on QR’s progress and helps shape future plans. The forum includes facilitated focus group sessions that provide an opportunity for all participants to have their say and help structure the overall priorities within the program. DISABILITY ACTION WEEK The primary community event supported by QR Passenger Services is Disability Action Week. QR actively participates in events during the week and provides sponsorship of the Awards Program and event. QR Passenger Services is also represented on the State Planning Committee for the event. PARTICIPATION IN TRAIN SAFETY DAYS Community Education Officers from QR’s Customer Liaison Unit host four train safety days per year. These days are held at Roma Street Station and are used to educate school children on being ‘Rail Smart’, which highlights the dangers of being in and around railways and how to behave when travelling by train. Opportunities are provided for the children to explore stationary trains as part of the presentation. Train Safety Days have been expanded to include people with disabilities. The day provides an opportunity for people with disabilities to participate in a non-threatening environment where they can explore and discuss features and layouts of the trains and the facilities provided. 10 UNIVERSAL ACCESS QR is making significant progress towards meeting the requirements of the DDA and Transport Standards in accordance with the compliance milestones. This Action Plan identifies a range of initiatives and projects that will be completed over the next five years that will see significant improvement in terms of accessibility across all QR passenger service products. With the current programs in place, QR will have exceeded the timetable for full compliance in a number of areas by up to fifteen years. This is particularly evident within the Traveltrain business with both stations and trains to be fully accessible by approximately 2014 on present forecasts. Likewise, with the current programs in place, the two Tourist Train services should also be fully accessible within a relatively similar timeframe. On Citytrain, by 2014, the majority of the trains in operation will also be compliant to the Transport Standards. The exception to this will be the ICE trains, which represent only 4% of the Citytrain fleet. By far the biggest challenge facing QR in terms of compliance with the DDA and Transport Standards is Citytrain stations. In addition to the works identified in meeting the 2012 targets, an additional 50 stations will need to be upgraded in the five year period leading up to 2017 to meet current obligations. QR is working on developing strategies and plans to meet these challenges. QR will work closely with Queensland Transport in developing the plans and will link in with the future funding priorities of the Queensland Government. Later phases of the South East Queensland Infrastructure Plan (Rail) including planned rail extensions to Coolangatta, and to the Sunshine Coast will continue to add capacity to the Citytrain network and will assist in lifting the overall Transport Standards compliance levels. 10 ABREVIATIONS AAT - Administrative Appeals Tribunal APTNAC - Accessible Public Transport National Advisory Committee APTJC - Accessible Public Transport Jurisdictional Committee ATC -Australian Transport Council DDA -Disability Discrimination Act 1992 DOTARS - Department of Transport and Regional Services (Commonwealth) GOC -Government Owned Corporation HREOC - Human Rights and Equal Opportunities Commission (Commonwealth) QT -Queensland Transport Transport Standards - Disability Standards for Accessible Public Transport 2002 TSC - Transport Services Contract TTY - Teletypewriter USEFUL WEBSITES In Australia Citytrain - http://www.citytrain.com.au Traveltrain - http://www.traveltrain.com.au QR Limited - http://www.qr.com.au TransLink Accessibility and safety - http://www.translink.qld.gov.au/qt/translin.nsf/index/about_ accessibility Queensland Transport (Accessible Public Transport) - http://www.transport.qld.gov.au/Home/Assistance_and_services/access_and_mobility/Accessible_public_transport/ Disability Services Queensland - http://www.disability.qld.gov.au/ Human Rights and Equal Opportunity Commission (HREOC) - http://www.hreoc.gov.au DDA Transport Review - http://www.ddatransportreview.com.au/ (Allen Consulting) Overseas UK Disability Rights Commission - http://www.drc-gb.org UK Department for Transport (Access for Disabled People) - http://www.dft.gov.uk/transportforyou/access/ UK Department for Transport (Code of Practice - Station Services) - http://www.dft.gov.uk/transportforyou/access/rail/railstations/codeofpractice/ UK Office of Rail Regulation - http://www.rail-reg.gov.uk/ US National Institute on Disability and Rehabilitation Research (NIDRR) - http://www.ed.gov/about/offices/list/osers/nidrr/index.html European Railway Agency - http://www.era.eu.int/Default.aspx Canadian Office for Disability Issues - http://www.hrsdc.gc.ca/en/gateways/nav/top_nav/program/odi.shtml