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Customer Charter sets service improvement goals

Posted: Wednesday 17 December 2008

Transport Minister David Campbell and RailCorp CEO Rob Mason today announced CityRail's Customer Charter, committing to improvements in seven areas customers have told us are most important to them:

  • on-time running
  • crowd management
  • fast, accurate and useful information
  • secure and safe travel
  • clean trains and stations
  • fast ticket sales, and
  • quick and fair complaints handling.

The Customer Charter establishes specific targets for improvements in these areas and gives a commitment to report annually on how we perform against these goals.

It is also backed by our customer service improvement program which is made up of more than 30 initiatives, many of which are well underway. This program aims to deliver improvements to provide customers with a consistent, reliable and positive experience with every service, every single day.