Disability Access
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Access for all our passengers QR is committed to providing services that give access to all our passengers. Whether you are a person in a wheelchair, someone who has difficulty walking and using steps or a passenger with a vision or hearing impairment your travel needs are QR’s concern. QR has an ongoing program of creating a barrier free environment which involves constructing new lifts, ramps, access paths, toilets, signs and seating. Better access benefits all passengers including mothers with small children or babies in prams, bicycle users and older citizens. All new trains under development are fully accessible and our existing fleet is being refurbished to meet the requirements of the Disability Discrimination Act. Spaces in trains for wheelchairs, prams and bikes are being increased and doors and grabrails painted yellow to assist people to enter and ride safely and securely. » Passenger rights and responsibilities  » Access at QR stations » Access on QR services » Planning your Journey » Safety » Carers and Support Workers » Guide Dogs and other assistance animals » Wheelchairs and scooters » Feedback and complaints Passenger rights and responsibilities
Access at QR stations QR’s 143 stations can be (1) accessed independently, (2) assessed with assistance from a carer, (3) via stairs. Please use the station details pages to identify which stations meet your mobility requirements. Most stations have platforms lower than the carriage door and passengers will require a portable ramp or assistance from the guard to board the train. Selected stations provide tactile indicators on the platform to guide people who are vision impaired to the entrance and exit of each platform, emergency help phone and boarding point. QR is in the process of installing hearing loops, electronic information displays and timetable consoles to assist passenger who are hearing impaired to be aware of train arrivals and departures. A SMS number 0405 322591 is also available for enquiries. For more details on accessibility for all QR stations, please download the document below. 
QR stations - Disability Access Guide [199.21 kb]Access on QR services Spaces for wheelchairs and scooters are provided in most QR services. These are located in the fourth carriage close to the guard. In trains without allocated spaces, passengers should park in the entry vestibule. Planning your Journey 1. Find out when trains depart and determine how long your journey will take. TransLink 13 12 30 or the Citytrain web site – www.citytrain.com.au have details 2. Phone the station or speak to the staff at the station to ask them for any assistance you may need. If the station is not staffed you can contact a Passenger Service Officer on 07 3606 5555 or SMS 0405 322 591 or use the help phone on the station platform. 3. Familiarise yourself with the station layout. If you have not used the station before, a Passenger Service Officer can explain the location of lifts, ramps and stairs as well as the accessible toilet, help phone and ticket vending machine. 4. Arrive at the station early in case access is not as expected. This allows time to choose another form of public transport. 5. Keep the contact numbers for TransLink and the Passenger Service Officer on you so that you can use them when needed. Safety QR aims to provide passengers with a disability a safe and comfortable rail service. Safety features include:
Staff promote safety by:
Carers and Support Workers Passengers who require a high level of assistance should be accompanied by a carer or support worker. Contact 07 3235 2810 to apply for a carers pass which will last for one year and can be used on all QR Services. QR expects that once the passenger has boarded the train, the guard will not be required to provide physical assistance or restraint, behaviour management, communication techniques, personal care or medical intervention. Guide Dogs and other assistance animals Guide Dog users with an identification card from a bona fide training organisation are welcome on QR stations and trains. People with a disability who use other assistance animals must obtain an Assistance Animal User Card to travel. Details on how to obtain the card can be obtained by phoning 07 3235 3615. The card is valid for 1 calendar year and must be presented when asked by QR Passenger Services staff. Failure to do so may result in cessation of services. Wheelchairs and scooters When you are seated in your wheelchair or electric scooter it must be no heavier than 200 kg and be able to be parked in a space on the train 800mm wide and 1300mm long. If it exceeds these requirements, it is too large to be safely transported by train. Feedback and complaints QR welcomes your feedback about any aspect of its services and complaints are taken seriously. Feedback can be provided by contacting QR's Customer Liaison Unit on 07 3235 3580 between the hours of 8am to 4pm Monday to Friday or emailing us at clu@qr.com.au For after hours assistance or for information on services please contact QR's Passenger Services Officers on 07 3606 5555.
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Major Track Work from Sherwood to Ipswich19 Jul
- 20 Jul
Major Track Work from Coomera to Robina25 Jul
- 27 Jul
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