Information and customer services

Information and customer service covers digital and physical information, products and services. It includes how customers access information, plan their journey and get around at stops and stations.

Information sources can include the Translink website, network mapping, the Translink app, as well as audio and visual aids at stops, stations and on-board.

Interactions with staff and other customers play a key role in providing information and delivering quality customer service.

What you have told us

“Awareness campaigns about the challenges people with disability face on public transport may assist in making other passengers more helpful/respectful.”

To easily and fully use passenger transport, people with disability need clear, accurate and timely information. Independence is important and highlights the value of using modern technology to access real time information. Good wayfinding, mapping and travel information at stations and on-board can also reduce stress when planning and travelling.

Attitudes of staff and other customers play a key role in feeling welcome and using passenger transport. This includes staff awareness and consideration of hidden disabilities for creating respectful and inclusive travel experiences.

Ferries often provide a positive experience through supportive staff interactions. However, travelling by bus or train can vary significantly depending on the location and service.

To help improve service quality and accessibility, we need to capture, incorporate and respond to customer input.

What we are doing

Raising awareness and promotion

We are raising awareness about the importance of providing safe and accessible passenger transport for people with disability through social media campaigns and providing industry guidance material. In this way, we can challenge common assumptions and highlight the importance of being aware of your surroundings when travelling on passenger transport. This promotes public attitudes of kindness and respect.

Industry partnerships

We are collaborating with passenger transport operators to help raise awareness about the importance of providing safe and accessible services for people with disability. It's important that customers receive safe services across their journey, regardless of who the operator is.

As an example, the safety management framework for all road-based public passenger services commences in February 2026. The framework introduces additional safety duties and mandatory safety management plans.

We have guidance materials for industry on how to develop and complete a safety management plan. It incorporates guidance on the safety risks and hazards people with disability face.

These safety principles are further embedded in driver guidelines for safely transporting people with disability.

Learn more about the guidelines for safely transporting people with disability.

Enhancing journey planning tools

Journey planning tools provide the latest information for timetables and service updates. We are continuing to update these tools with improved accessibility features.

Translink app and journey planner

The new Translink app features travel information, additional planning options and has a modern look and feel.

The new app’s increased functionality includes:

• real time journey planning and live navigation to make it easier to plan and use passenger transport
• step-by-step journey guidance with live navigation
• increased personalisation
• the ability to save trips
• a new live map feature showing nearby transport, stops and points of interest.

The new journey planner includes alternative options for when there are service disruptions. You can also change filters for the mode of transport and the number of transfers, to limit long walks.

We will continue to develop and release new accessibility features with an ongoing focus to ensure the app provides accurate, timely and easy to access information for everyone.

Learn more about the Translink Journey Planner.

Improving the accessibility of information

We are ensuring that we provide information in a range of accessible formats to ensure more people can access information.

Providing information in multiple formats

We provide a range of tools to assist, accommodate and guide customers. This includes signage, tactiles and wayfinding at stations and stops to help with planning and navigating. On-board, it includes tools like announcements, signage, digital displays, visual cues and lighting.

In considering how travel information and alerts are provided, we work with a diverse range of stakeholders to identify solutions that support different sensory needs. This includes input from:

• project working groups
• people with disability
• representative disability groups
• technical experts.

Digitised and accessible formats

Our ongoing program to digitise information and forms will make content easier to access and available in accessible formats. This includes ensuring TMR and Translink websites meet Web Content Accessibility Guidelines so everyone can access information and better understand the network and their options.

The co-designed Accessibility and Inclusive Forms Guideline and Easy Read Style Guide are examples of this work and support the development of easier-to-read documents and information.

The guidance aims to significantly increase customer comprehension of information and provide a greater sense of independence and trust.

This is especially helpful for customers:

• with low literacy
• who have intellectual disabilities
• for whom English is an additional language

We used the guidance and conducted a test pilot with people with disability to develop and publish Easy Read versions of a range of communications including the TMR Complaints Management Policy.

Find the Easy to Read Complaints Management Policy.

Mapping legibility updates

We are progressing initiatives to help customers better understand the transport network, supporting a wide range of needs including those of people with disability.

Our simpler, more legible signage and new network map make it easier to understand, navigate and plan trips on the SEQ transport network.

The new network map was developed accessibly. The black look has a higher colour contrast, increasing readability for those with low vision. A black and white (high contrast) version of the map helps customers who are colour blind, and an electronic ‘clickable’ version links to station and timetable information.

The map is simplified through shared naming of some stops and stations, and clearly shows customers that they can easily transfer between modes. This feature helps customers navigate the network as it changes and evolves.

More services, and better signage at stops and stations help customers understand the frequency of services, reducing travel stress.

Clearer information about the network, mapping and timetables means customers can be more confident in their journey and its reliability.

For people with disability this can make the travel experience easier by helping them understand how the network operates.

Learn more about planning your journey.

Valuing customer feedback

Customer feedback helps us deliver better services, including safer and more accessible experiences for people with disability.

People can provide feedback or make a complaint:

• on the TMR website
• through the Translink app or website
• at TMR customer service centres
• by calling the Translink contact centre on 13 12 30.

Learn about how to give feedback or make a complaint.

What we will do next

Raise awareness about passenger transport accessibility through regular social media posts.