Shaping our products and services with a customer focus

Recognition of customer service excellence

In 2024 and 2025, the Department of Transport and Main Roads (TMR) was once again recognised by the Customer Service Institute of Australia as one of Australia's highest performing accredited organisations following re-accreditation against the International Customer Service Standard 2020–2025 (ICSS). TMR has been accredited against the ICSS since 2017.

With over 24 million total customer transactions each year, ICSS accreditation processes assists:

• TMR to showcase customer service excellence
• outline recommendations for continuous improvement
• confirms that TMR's systems and processes are aligned with and support a customer focused culture.

This re-accreditation reinforces TMR's unwavering commitment to co-designing solutions and outcomes with customers, employees, and partners to deliver best-practice customer service for all Queenslanders.

School Bus Upgrade Scheme

The School Bus Upgrade Scheme (SchoolBUS) provides capital funding to assist contracted school bus service providers to replace school buses before they reach their maximum operating age with buses that meet the latest safety standards. This ensures increased safety for Queensland students travelling to and from school on contracted services.

TMR contributed approximately $14 million to the purchase of 68 school buses through the SchoolBUS in 2024–25.

For more information: https://www.tmr.qld.gov.au/Travel-and-transport/School-transport/Assistance-schemes/School-Bus-Upgrade-Scheme.aspx

Taxi Subsidy Scheme

The Taxi Subsidy Scheme is an initiative designed to provide an affordable and accessible transport option for people with a disability who meet the scheme eligibility criteria. Paying up to a maximum of $30 per trip, the scheme includes a subsidy by the Queensland Government of half the total taxi fare. It also provides access to subsidised travel in other Australian states and territories.

In 2024–25, the scheme assisted 45,071 Queenslanders to access more affordable taxi travel. During 2024–25, 1,276,247 subsidised taxi trips were taken, with subsidies of more than $14.7 million (excluding GST) paid. As at 30 June 2025, TMR paid an average of $11.58 (excluding GST) per trip.

The Queensland Government also allocated $8.5 million to the Lift Payment incentive scheme, paid to drivers of Wheelchair Accessible Taxis to prioritise services to Taxi Subsidy Scheme members identified as requiring a wheelchair to travel. During 2024–25, 399,558 Taxi Subsidy Scheme trips attracted the Lift Payment incentive.

For more information: https://www.qld.gov.au/disability/out-and-about/subsidies-concessions-passes/taxi-subsidy

Smart Ticketing

In March 2025, the Smart Ticketing project completed the rollout of contactless debit and credit card, smartphone, and smart device payment options across all public transport services in South East Queensland.

The completion of the South East Queensland rollout marks a major milestone for the project with Visa, Mastercard, and American Express debit and credit card payment options now available across all 19 Gold Coast light stations, 153 train stations, 39 ferries, and 2900 buses.

Customers are embracing the new contactless payment options with more than 26.3 million trips taken in 2024–25 and around 33 per cent of all paid trips in South East Queensland now being made using Smart Ticketing.

A new online tool, the Translink Ticketing Assistant, was launched November 2024, making it easy for contactless

payment customers to view their trip history or request a fare adjustment.

For more information: https://translink.com.au/about-translink/projects-and-initiatives/smart-ticketing

New network map

A new Translink South East Queensland network map has been introduced and rolled out across the network. Featuring a black background and bright colours, the new map is more accessible for people with visual impairments. The design is consistent with the dark grey Translink signage deployed across the network. The map now features key high frequency bus routes, including Brisbane Metro and the future CRR.

An interactive, clickable version of the map is now available via the Translink website where customers can click any station to access live public transport information for that location.

Research has shown that many users underestimate the frequency of services being provided. Line diagrams and frequency tables are being introduced to increase awareness of transfer locations and the services being provided. Software has been developed to analyse timetable data and convert it automatically into posters for the system, enabling information to be updated quickly in a cost effective way.

For more information: https://translink.com.au/plan-your-journey/maps

Concessional fares for disadvantaged community members

The introduction of 50 cent fares for Queensland public transport means all people benefit from reduced fares, regardless of how far they are travelling. It recognises the increased cost of living pressures experienced by the broader Queensland community and aims to support accessibility of public transport services. This means children, school students, tertiary students, seniors, pensioners, veterans, job seekers, and asylum seekers all pay 50 cents per journey and no formal concession is required.

TMR also maintains free passenger transport fares to eligible customers travelling on the bus, train, ferry, and light rail transport network. These concessions include:

• Translink Access Pass
• Vision Impairment Travel Pass
• go access Travel Trainer card
• Totally and Permanently Incapacitated/Extreme Disablement Adjustment Veteran Travel card.

For more information: https://translink.com.au/tickets-and-fares/concessions

School Transport Assistance Scheme

The School Transport Assistance Scheme helps eligible Queensland families with the cost of transporting students to and from school. Assistance is provided on rail, bus, ferry, and light rail services and through a travel allowance for students.

Approximately $216 million of funding was provided in 2024–25, and about 118,000 recipients travelled on eligible service types during the 2024 school year.

School Transport Assistance Scheme is one of the largest Queensland Government transport schemes and covers all or part of a student's transport costs between home and school. It focuses on assisting students who do not have a school in their local area, students living in isolated areas of the state, and low-income families who reside close to their nearest school and do not meet the distance criteria.

To deliver the scheme, TMR works with about 444 delivery partners and administers approximately 1200 prescribed school service contracts.

For more information: https://www.qld.gov.au/transport/public/school/school-transport-assistance/school-transport-assistance-schemes

School transport operator payments

TMR provided funding assistance to 403 private operators to deliver school transport services in regional Queensland. Payments for these services in 2024–25 totalled $204 million (excluding GST). South East Queensland school transport services are paid as part of integrated urban and school transport service contracts and are included in payments listed in Appendix 4.

A full list of school transport operators in regional Queensland and payments is available on the Queensland Government Open Data Portal https://www.data.qld.gov.au/.

Disability Action Plan

TMR aims to provide reliable, resilient, and responsive transport network services that are safe and accessible for everyone travelling in Queensland. To achieve our vision, TMR is developing its fifth Disability Action Plan to set out our actions and commitments for improving accessibility of the passenger transport network for people with disability.

The new Disability Action Plan is being co-designed in consultation with people with disability, disability advocates, industry, and other government agencies. The new Disability Action Plan, scheduled for publication in late-2025, builds upon the progress and achievements of the TMR Interim Disability Action Plan 2023–2024.

Progress and achievements under the Interim Disability Action Plan include:

• facilitating TMR's Accessibility Reference Group, including representation across government, disability sector, and industry stakeholders. The group provides consultation, guidance, and accessibility advice on projects related to improving passenger transport
• providing input via an accessibility reference group to ensure the 75 NGR trains are the most accessible rail fleet in Queensland to date
• continuing support for local governments across Queensland to upgrade bus stops along urban passenger transport networks, regional and remote long-distance coach stops, and remote aerodrome terminals to meet accessibility standards.

For more information: https://www.tmr.qld.gov.au/Travel-and-transport/Disability-access-and-mobility/Disability-Action-Plan

Passenger Transport Accessible Infrastructure Program

The Passenger Transport Accessible Infrastructure Program provides funding assistance to local governments upgrading their existing passenger transport facilities to comply with the Disability Discrimination Act 1992 (Cth).

These funding contributions allow local governments to:

• enhance safety and accessibility of the transport network for everyone
• modernise passenger transport facilities to comply with the Disability Discrimination Act 1992 (Cth)
• apply consistent design standards across the passenger transport network.

The program continued to support 10 local governments across Queensland to deliver a program of over 300 bus stop upgrades along urban passenger transport networks to meet accessibility standards, as well as upgrade regional and remote long-distance coach stops and remote aerodrome terminals.

The success of the program is built on a partnership approach with local governments and other state government agencies. Its continued growth highlights the commitment across agencies to work together to connect communities in a sustainable, thriving, and inclusive Queensland.

For more information: https://www.tmr.qld.gov.au/Travel-and-transport/Public-transport/%20Public-transport-infrastructure-grants

Accessibility and inclusion journey

TMR is dedicated to providing transport products, services, information, and infrastructure that are accessible and inclusive for all Queenslanders. The Accessibility and Inclusion Strategy and Action Plan is the driving force behind TMR's efforts to achieve this goal and realise the vision of connected communities in a sustainable, thriving, and inclusive Queensland.

There has been significant progress across TMR in enhancing the accessibility of communication channels, creating inclusive recruitment pathways, developing technical tools and resources, delivering tailored training to employees, improving the design of forms, researching autonomous vehicles, and creating social change campaigns.

Furthermore, co-design methodology and universal design principles continue to be incorporated throughout projects and within business-as-usual activities. The TMR Disability Engagement Panel connected TMR employees and people with disabilities for 27 different engagement activities during 2024–25. The panel was used in the redesign of forms and trial of a new Australian Disability Parking Permit Application and Medical Certificate for Driver Licence form. The Move Together social change campaign was designed in partnership with people with lived experience of hidden disability and highlighted the role everyone plays in making public transport an inclusive environment.

For more information: https://www.tmr.qld.gov.au/about-us/our-organisation/accessibility-and-inclusion

Driver trainer forums

As part of an ongoing commitment to continuously improve customer services TMR has reintroduced in-person driver trainer forums across Queensland. 

Held after hours to support greater attendance, these forums provide a valuable platform for two-way communication—allowing driver trainers to hear news and updates directly from TMR, ask questions, and share feedback based on their experiences. 

In 2024–25, forums have been held in Rockhampton, Mackay, Gladstone, Cairns, Townsville, Carseldine, Logan, and Southport, with further sessions planned for 2025–26. 

Each session covers topics relevant to the local driver trainer community, including road safety updates, local testing site operations, driving test statistics, and details about current and upcoming projects. Sessions conclude with an opportunity for trainers to ask questions, often sparking valuable discussion and the sharing of local insights. 

These forums not only help build a better understanding of TMR's processes and priorities, but also strengthen working relationships between driver trainers and TMR Driving Examiners—supporting more consistent driver training and safer roads. 

Protecting customers' identity

Many Queenslanders rely on the ability to verify their identity using a TMR product like a driver's licence to access everyday services, such as opening a new bank account or purchasing a new mobile phone.

With data breaches becoming increasingly common, personal identification documents, like a driver's licence, and the information they contain are at risk of falling into the wrong hands.

This year, TMR launched an awareness campaign to help customers protect their identity. Through our digital channels and customer service centres, customers are being urged to take proactive steps to safeguard their own personal identification documents and take prompt action if their ID product is compromised.

Similarly, the campaign educates customers on the protection that is provided by multi-factor authentication during driver licence identification checks by businesses such as banks and phone companies. This is where the company uses both the card number and TMR Customer Reference Number to verify a customer's identity through the Australian Document Verification Service, providing an extra layer of protection.

New school year brings bus changes across South East Queensland

In January 2025, students commenced school with improved school bus services across South East Queensland, continuing to provide safe and reliable transport for eligible students.

To assist students with their school journeys, Translink worked with 11 South East Queensland bus operators to introduce 33 new routes and 833 route modifications as part of the annual funding for school bus services.

These new and modified routes have introduced new services in growth areas and delivered benefits including reduced journey times and transfers, along with improved reliability and safety. We continue to strive to find ways to make the start of the school year seamless for students, parents and delivery partners.

Each week, more than 9500 school bus trips now operate with an average of 250,000 school student trips occurring.

For more information: https://translink.com.au/news-and-media/releases/667646

Accessible and inclusive Customer Service Centres

TMR is dedicated to making its Customer Service Centres accessible and inclusive to everyone. This commitment is reflected in TMR's approach to designing the centres. Careful consideration is given to centre features including flooring, seating, signage, and counter height. Additionally, private and safe spaces for sensitive interactions are provided at many centres and supportive devices like hearing loops and power and mobile device charging ports are provided in customer hubs.

Along with committing to physically accessible and inclusive customer service environments, TMR is focused on building a culture in the workforce that promotes quality service, psychological safety, and inclusion for all.

Staff complete accessibility and inclusion training each year and have access to Learning Moments resources to help them develop a greater understanding of customer accessibility and inclusion needs. Since the start of the Learning Moments program, staff have completed over 3500 learning moment sessions covering more than 24 topics.

The impact this training has had on staff is evident in customer compliments received by TMR during the 2024–25 year.