Queensland Rail is committed to providing rail services that are accessible to all customers.
Through our
Station Upgrade program, we continue to upgrade our facilities and services to progress toward achieving our vision of providing an accessible, world-class rail network for our customers.
For information on accessibility across our Citytrain network and to plan your journey, please select a link below:
On this page:
For information on accessibility across Queensland Rail’s long distance network, please visit
Queensland Rail Travel's website, opens in a new window .
Access at our stations
Some stations across Queensland Rail’s Citytrain network present a significant vertical step and horizontal gap between the platform and the train carriage entrance. For customers requiring assistance to board or disembark the train, Queensland Rail encourages you to use the assisted boarding point on the platform so that our staff can deploy a ramp to help you board and disembark the train.
This point is indicated by the international symbol for access, a white wheelchair on a blue background, and is located near the middle section of the platform. At many stations, it will be located on a higher section of the platform to allow for easier access to and from the carriage.
The assisted boarding point is also usually close to other access features, such as the help phone, hearing aid loops, audio and visual timetable information, and lifts.
When the train arrives at the station, let the guard or station customer service staff know your destination and they can deploy the portable boarding ramp (available for use by any customer who requests it) or provide any other assistance you may require.
To safely use the ramp using a mobility aid, your mobility aid should not exceed 750mm wide by 1300mm long, and the combined weight of you, your mobility aid, and any carried items should not exceed 300kg.
The level of access at each station varies across the Citytrain network. Queensland Rail encourages customers to visit the
Your Station page for information on each of our stations, including station accessibility maps.
Access onboard our trains
To assist customers with disabilities and customers who are older adults, pregnant, or traveling with young children, 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.
There are also allocated spaces for people who use a mobility aid on each of our Citytrain services in the middle of the train, in line with the assisted boarding point. All Queensland Rail trains are also fitted with emergency and disability assistance intercoms (no penalty applies for use).
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.
Many trains on Queensland Rail’s Citytrain network provide one onboard unisex accessible toilet which vary between the New Generation Rollingstock (NGR) trains and our older trains.
In a typical 6-car older train, depending on how the train is coupled, the toilets can be found at the end of the first, third, fourth or sixth car. Signage is present on the external doors of the car which indicates the location of the toilet within the train. Signage is also present on the inside of the car to indicate the direction of the toilet within the train.
In a single 3-car older train the one toilet will be in either the first or last car dependent on the direction of travel.
On request station staff and train crew can let you know whether there is a toilet onboard and if so, which car it is located in.
The toilet modules feature:
- toilet
- baby change table
- mirror
- hand wash basin
- soap dispenser
- hand dryer
- two emergency help points
All NGR six-car trains currently provide one onboard unisex accessible toilet. The toilet is located in either the third or fourth car, depending on the direction of travel.
Signage on the external doors of the car indicates the location of the toilet within the train. Signage on the inside of the cars indicates the direction of the toilet within the train.
On request station staff and train crew providing boarding assistance for NGR services can let you know in which car the toilet is located.
Each NGR toilet module currently features:
- toilet
- baby change table
- mirror
- hand wash basin
- soap dispenser
- hand dryer
- two emergency help points
New Generation Rollingstock (NGR) upgrades
The Queensland Government is working with the disability sector to improve the accessibility of the NGR trains (including the existing toilet modules) to make them accessible for customers with disabilities.
The NGR accessibility upgrades include the addition of a second toilet on all 75 NGR six-car sets, increasing the size of toilet modules by 10%, and installing improvements for customers with disabilities.
For more information visit the Department of Transport and Main Roads'
NGR accessibility upgrades page, opens in a new window or email
ngr@tmr.qld.gov.au.
Text messaging service
Queensland Rail provides a 24/7 text messaging service for customers who require assistance.
By sending an SMS to
0428 774 636, you can contact a Queensland Rail Customer Communications Officer to obtain train and platform assistance, and information on station accessibility, lift outages, and timetables.
Plan your journey
Queensland Rail recommends customers plan each journey ahead using
TransLink's Journey Planner, opens in a new window.. The Journey Planner includes live information on any potential disruptions which may impact your journey on our Citytrain network such as delays on your line, track work and lift outages at our stations.
TransLink has also developed the MyTransLink app which provides live information on Queensland Rail services as well as TransLink bus, ferry and tram services. For further information or to download the app, please visit the
Real time information page, opens in a new window on TransLink's website.
Queensland Rail's Citytrain services provide easy access to Queensland Rail Travel's long-distance network via platform 10 at Roma Street station. To plan your journey on our long-distance network, please visit
Queensland Rail Travel's website, opens in a new window or call
+61 1300 131 722 (7am to 7pm, 7 days a week, closed Christmas Day).
TransLink Passes
TransLink offers concession go cards as well as a number of passes to assist eligible customers with disabilities. For full details as well as information on fares and ticketing, please visit TransLink's website, opens in a new window.
Companions, carers or support workers
Companions travel for free on Queensland Rail Citytrain services if the person with a disability has a Companion Card issued by any Australian State or Territory. The cardholder must have a valid ticket for travel.
To apply for a Companion Card, please call
13 74 68 or visit the
Companion Card webpage, opens in a new window.
Travelling with a guide, hearing or assistance animal
A certified guide, hearing, or assistance dog, following completion of the
Public Access Test, Certification, and Handler Identity Card Form, opens in a new window, by an approved trainer/training institution, can travel with you, as an approved handler.
The Assistance Animal pass issued by Translink allows you to bring your assistance animal on all Translink public transport services (excluding Airtrain). Find out how to apply by visiting the Translink website, opens in a new window..
If you want to travel on one of Queensland Rail's long-distance services visit the
Queensland Rail Travel website, opens in a new window to find out the criteria, conditions, and how to make a booking with an assistance animal.
Resources