Issue No. 12
2011 News for CityRail customers on Newcastle & Central Coast and Hunter lines
Muswellbrook Station 1
easier for customers 2
School TravelSmart 3
Upgrade at Committed to improving
Muswellbrook your journey
Station In 2010, we delivered our second annual All of our commitments for 2010 were met,
Customer Charter. The 2010 Customer Charter with the exception of the introduction of
Historic Muswellbrook Station has continued to focus on the areas that you have the first of the new Waratah trains. While we
been extensively renovated. The station told us are most important to you: are disappointed for our customers that the
exterior has been repaired and both entry into service of Waratah trains has been
• On-time trains
the CityRail offices and the two-storey delayed, we will only introduce these new
heritage station buildings have been • Manage crowding
trains when we are satisfied that they are safe
completely re-roofed and repainted. • Fast, accurate, useful information and reliable. The new trains are now expected
Muswellbrook Station is on the Hunter • Secure and safe travel to enter service by April.
Line, 130 kilometres northwest of • Clean trains and stations We are continually gathering customer
Newcastle. The station was opened in • Fast ticket sales feedback from a range of sources, which
May 1869 as Musclebrook Station, with we use to improve our services every year.
• Quick and fair complaints handling You can give us your feedback at any time
the current name being introduced in
• Accessible services and facilities. by calling Transport Info on 131 500, visiting
For each of these eight areas, the Charter www.131500.com.au or www.cityrail.info.
Station manager Peter Helm explains included specific commitments for 2010 that
how the renovation work took place while were designed to improve our performance
the station and trains maintained services:
“Our first priority was to make sure our
against three-year service improvement goals.
Throughout the year, 24 of our Customer CityRail news
customers continued to receive a good Charter commitments were delivered on or
level of service. We’re familiar with most ahead of time.
of our regular travellers and we took the Highlights of our 2010 Customer Charter include:
time to explain what was happening, what Save paper and get the latest CityRail
• introducing an additional 2,000 car news direct to your inbox when you sign
the new arrangements would be to get
parking spaces near stations, with up to receive CityRail Update via email.
tickets and where the train would pull up improved security including lighting,
on the platform.” The quarterly email brings you local and
fencing and CCTV network-wide CityRail news including:
The team had to relocate to a temporary • introducing guardian services on selected • The latest on station upgrades and
ticket office in the car park while the work Friday and Saturday night train services new trains
was going on. Peter recalls: “It was far to give you further peace of mind when
travelling at night • Timetable information
colder in there than in our usual office,
• Planned trackwork
but we knew we would end up with • providing additional services on the
• Local events.
something worth the wait.” Cronulla Line during the peak, off-peak and
weekend periods To receive CityRail Update via email,
• rolling out recycling bins and safer by simply register at
design bins to help keep our trains and www.cityrail.info/news/update/
C I T Y R A I L U P D AT E 1
Cashless Making boarding
ticket easier for customers
JB1968 CR Board_Assist_Sign 800Hx1300W Portrait.pdf 7/5/10 10:55:29 AM
We are introducing new train boarding
procedures on CityRail suburban train
lines to make it easier for people who
We’ve been introducing cashless ticket need help getting off and on the train.
vending machines at some of our A boarding assistance zone is now marked
busiest stations to make it quicker and on every wheelchair accessible platform or
easier for customers to purchase tickets. Easy Access station, near where the sixth
Over 30 stations now have cashless train carriage stops.
ticket vending machines, including These changes have been introduced
Bondi Junction, Central, Eastwood, to provide customers in wheelchairs or
Holsworthy, Macquarie University, scooters and parents with prams, with more
Newtown, Parramatta, Penrith, Penshurst available space and seating in the vestibule
and Punchbowl. area of the sixth carriage. The new boarding
location is also closer to the wheelchair
Cashless touch screen machines enable accessible toilet on all Oscar trains.
you to use your MasterCard, Visa or If you’re travelling on an intercity train
If you need help to board the train you
debit card to purchase tickets. The new from Sydney, the train boarding procedure
should still contact station staff at your
machines are quick and convenient and departure station to advise them of your will not change. The new train boarding
mean you will spend less time waiting travel plans. At unattended stations you can procedures apply to suburban trains only.
to buy your ticket. You can use these wait in the boarding assistance zone with a Pick up a brochure at your station, visit
machines to purchase the full range boarding assistance card and the Guard www.cityrail.info or phone on 131 500
of CityRail tickets that are valid for up will help you to board the train. Transport Info.
to 14 days.
Be heat smart on trains
During 2010 we modified 40 ticket
vending machines across the CityRail
network, which now accept EFTPOS
As the summer weather brings high temperatures across Sydney, remember
to travel with a bottle of water to keep you hydrated in hot weather.
Currently 71 per cent of CityRail trains are air-conditioned, but others can get quite
hot, particularly on a summer afternoon.
The transition to fully air-conditioned trains is progressing, but will take time
considering the size of CityRail’s fleet and the time it takes to build new trains.
Follow these travel tips to help you stay heat smart on the train this summer:
• If you do feel unwell don’t board the train. Ask a member of staff for help.
• If you are on a train and feel unwell, alight at the next station.
You can get help more easily there than on the train.
• Always carry a bottle of water with you.
Did you We’ve got you covered
know... Three stations on the Newcastle & Central
Coast Line are being made safer and
helping to keep the platforms drier and
therefore less slippery.
A CityRail train is one of more comfortable for customers, with The canopies also mean that customers
the most energy-efficient new platform canopies installed as part can spread out more evenly along the
ways to get around of an upgrade program. platform, which helps us manage crowding
Sydney. Find out how The new canopies increase the covered on the train.
much energy you’re saving area of the platforms at Cardiff, Morriset Construction was completed at Cardiff
using the carbon calculator and Tuggerah stations, protecting in December and the canopies at Morisset
customers from rain and heat, and and Tuggerah will be completed in February.
2 C I T Y R A I L U P D AT E
School TravelSmart Meet the
Would you like to meet the CityRail
managers at your local station? If you’ve
got feedback about any aspect of our
services or facilities, attending these
events is the perfect time to let us know.
We’re planning to hold over 100 Meet the
Manager events at stations and on trains
across the network during 2011.
This year, we’ll also publish key initiatives
that we’re introducing to address
your feedback and suggestions. This
information will be available every three
months at www.cityrail.info.
Visit www.cityrail.info to find out more
about Meet the Manager events at your
If you’re a parent of one of the 75,000 To explain the Code, we have invested
school students who are either going back in a School TravelSmart Program where • Morisset – 9 February
to school or will soon start travelling on transit officers and NSW Police visit high • Warabrook (University) – 9 February
CityRail trains each day, you may want to schools with school liaison representatives • Newcastle – 10 February
take a look at both our Code of Conduct to educate school students about safe and • Hamilton – 9 March
and policy regarding Student RailPasses. courteous train travel. • Wyee – 9 March
The Code says that students with a free We’re committed to educating school • Maitland – 10 March
RailPass must behave in a manner that students about ways to stay safe • Broadmeadow – 21 March
ensures the comfort and safety of all while travelling to and from school • Cardiff – 22 March
passengers on CityRail trains. Not following on our trains. • Point Clare – 13 April
the Code could lead to the free RailPass being Visit www.trainsmart.com.au to find • Fassifern – 27 April
confiscated or even cancelled. out more about the Code of Conduct. • Maitland to Scone Return – 28 April
Guardian How we’re
service Our on-time running target is for 92 per
cent of peak suburban trains to arrive
within five minutes of the scheduled time
Available on your line
and for the same proportion of intercity
trains to arrive within six minutes of their
The good news is that on-time running has
Customer safety and security is our priority. That’s why we have introduced Guardian improved steadily over the past few years.
services on selected lines on Friday and Saturday nights.
However, if you do experience a delay, we
Transit officers will travel on board each Guardian service. CCTV cameras are operating aim to keep you informed as we work to
on trains and station platforms, and CityRail and security staff will be present at resume services as soon as possible.
On-time running targets were achieved
Guardian services will be available at the times listed below: on the Newcastle & Central Coast
and Hunter lines in the September to
Newcastle & Central Coast Line
Friday night Depart Central 10.15pm, arrive Newcastle 1.18pm
Depart Central 12.15am, arrive Wyong 2.05am
Peak on-time running (%)
Saturday night Depart Central 10.15pm, arrive Newcastle 1.16am 100
Depart Central 12.15am, arrive Wyong 2.05am Target
CityRail and security staff will be at Strathfield, Epping, Hornsby, Morisset, Gosford, 60 97.6 93.9 95.0 95.6 92.4 92.4
Wyong and Newcastle Stations.
Services will be cancelled or altered when there is trackwork. You can
check if there is trackwork on your line by visiting www.cityrail.info.
September October November
Newcastle & Central Coast Hunter Line
C I T Y R A I L U P D AT E 3
What’s on Trackwork calendar
Our planned maintenance program is
Check out some of these great events – scheduled two years in advance. Every
leave your car at home and go by train. week of the year, some part of the
CityRail network is undergoing trackwork
The First Emperor: in line with our continuing effort to
China’s entombed warriors maintain and upgrade our network and
When: 4 December –13 March 2011 provide you with a smoother ride.
Where: Art Gallery of NSW
Image courtesy of Art Gallery of NSW
Take a look at one of the greatest Trackwork by email
archaeological discoveries in history. The Would you like to know what’s
terracotta army, discovered in 1974 in Xi’an, happening on your line without leaving
Shaanxi province in China, was buried with the comfort of your office or home?
the First Emperor of China in 210 BC. Its It’s easy if you subscribe to CityRail’s
purpose was to help Emperor Qin Shihuang free trackwork email service.
continue his reign in the afterlife. The Simply go to www.cityrail.info to
exhibition includes more than 100 objects register. Select the lines you most
including life-size warriors, foot soldiers, frequently use and we’ll send you a
cavalry and chariot horses. weekly email advising of any trackwork
www.artgallery.nsw.gov.au/exhibitions/ affecting train services. The emails can
Loop the Lake Bicycle Challenge
first-emperor be sent to your home or office email –
When: 13 March
Where: Speers Point Park or both!
Chinese New Year: Twilight Parade
When: 6 February Get on your bike and enjoy the ‘Loop
The calendar below shows major work
Where: Sydney Town Hall to Chinatown the Lake’ recreational ride around Lake
planned for your line in the near future.
Head down to the Chinese New Year Twilight Macquarie. You can choose 85km, 50km
Parade to celebrate the Year of the Rabbit.
or 16km rides all finishing at Speers Point Buses replace trains:
Park. This 15th annual event is supported by
Lights, lanterns, dancers and dragons will fill 7–10 Feb Newcastle & Central
The Rotary Club of Lake Macquarie for the
the streets between Town Hall and Chinatown. (evening) Coast Line
benefit of John Hunter Children’s Hospital.
The Twilight Parade is just one of the many Trains operate via the
www.loopthelake.org.au North Shore Line, to an
events in the Chinese New Year calendar.
www.cityofsydney.nsw.gov.au/cny Hunter Valley Steamfest
When: 9–10 April 21–24 Feb Newcastle & Central
Sydney Gay and Lesbian Mardi Gras (evening) Coast Line
Where: Railway Precinct and Church Between Newcastle
Street, Maitland and Wyong.
When: 20 February
Where: Victoria Park, Sydney Take the family on a day trip to the Hunter 26–27 Feb Newcastle & Central
Valley Steamfest. There will be steam and (weekend) Coast Line
Around 70,000 people are expected to turn vintage diesel train excursions, market Between Newcastle
out at the Sydney Gay and Lesbian Mardi Gras stalls, miniature locomotives, a museum and Central.
Fair Day on 20 February. There will be plenty of display and children’s entertainment.
stalls with a selection of good food and drinks. Hunter Line
Steam train journeys include the Foreshore Between Scone and
Fair Day officially launches the 2011 Sydney Flyer and the Great Train Race. It’s an event Newcastle and also
Gay and Lesbian Mardi Gras Festival. that train enthusiasts won’t want to miss. between Dungog,
www.mardigras.org.au www.steamfest.com.au Telarah and Newcastle.
Report security issues Rail Greenline for environmental
1800 657 926 (24 hours) enquiries and complaints
HC13761 Printed January 2011
Lost property 1300 656 999 (24 hours)
02 9379 3341 TTY (Teletypewriter service)
or www.cityrail.info for hearing and speech impaired
Passes and concessions customers only 1800 637 500
1300 302 130 For service information or to
Ticket vending machine give customer feedback Details are correct at time of printing.
faults 1800 808 822 www.cityrail.info or call 131 500
Please check www.cityrail.info, posters at
your station or call 131 500 closer to the time.
4 C I T Y R A I L U P D AT E ISSN (Print) 1836-3997