For everyone
Plan ahead
You can use the CityRail website www.cityrail.info to help you plan your journey. Alternatively, call Transport Info on 131 500.
Timetable information
Check train times ahead of travelling to avoid waiting at the station.
Station facilities
Check that the facilities at the stations you intend to travel between meet your travel requirements – especially if you are elderly, have a disability or are travelling with young children or luggage.
Trackwork
It is sometimes necessary to carry out routine maintenance on particular parts of the network. This could mean that buses replace trains for part of your journey.
Service interruptions
Incidents can occur on the network which could affect your journey. Any major disruptions are detailed on the website when they happen.
If you are unfamiliar with an area you are travelling to, get directions before you set out and plan your route to the station.
At stations
- If you’re using a station car park, try to park in a well lit area, as close to the station entrance as possible.
- Make sure all of the windows are locked, valuables are out of sight and turn your car alarm on.
- Make sure you allow enough time to purchase your ticket. Walk and never run on the platform or down steps.
- Stand behind the yellow line on the platform and wait until your train has come to a complete stop before boarding.
- If you are wearing a backpack, be aware that it could still be over the yellow line even if your body isn’t.
- If there aren’t many people at the station, stand close to other passengers and try not to become isolated.
- If you drop anything onto the tracks, ask station staff for assistance where available. Alternatively use an Emergency Help Point or call 131 500 for help retrieving your items. Never jump onto the tracks. Mind the gap between the train and the platform when boarding or getting off a train.
- Never try to board a train:
- once the departure whistle blows
- when the ‘doors closing’ signal sounds
- when station staff announce the train doors are closing
- Please be careful that you or your belongings do not obstruct or get caught in train doors.
- If you feel unsafe let a staff member know, use an Emergency Help Point or call CityRail’s security hotline on 1800 657 926.
- If you require any assistance please don’t hesitate to approach CityRail staff. They are there to help you.
Short platforms
At some stations, the train may exceed the length of the platform. Check timetable booklets or the station facilities section of the CityRail website to find out if a station you are travelling to has a short platform and to know which section of the train you should travel in.
Station announcements will also help but if you need assistance alighting at a short platform station, advise station staff or the train guard at your boarding station.
Crossing the tracks
Cross the train tracks via the footbridge, underpass or at designated pedestrian railway crossings. Crossing at non-marked areas is extremely dangerous and illegal. Here’s some advice that could save your life at a railway level crossing:
- Stop, look, listen and think.
- Obey the safety signs at every railway crossing and cross at marked crossings only.
- Stay on the path. Listen and look in both directions for approaching trains.
- If the red lights are flashing or the gate is closed, a train is coming so keep clear of the tracks.
- Never jump fences, gates or barriers. This is extremely dangerous and it is very likely the oncoming train is close to the crossing.
- If a train is coming, wait for it to pass and then stop, look and listen again before crossing as another train may be approaching.
- You might not hear a train, especially when using your earphones or mobile phone. Never assume a train is a long way off.
- Never assume that it is safe to cross when the lights are still flashing. Even if a train has passed, there may be another train coming in the other direction. Only enter the crossing when the lights have stopped flashing or the gate has opened.
- Don’t ride bicycles, skateboards, skates or roller-blades across any pedestrian crossing.
If you are on the railway tracks it’s not only incredibly dangerous, it’s a criminal offence and you will face a penalty of up to $5,500.
If you see anyone crossing train tracks illegally, report it to the police by calling 000. If you know of someone who regularly goes on the tracks, you can make an anonymous report to CrimeStoppers on 1800 333 000.
In an emergency
In case of an emergency, there are bright orange Emergency Help Points on platforms at every CityRail station. Look for the Help Point signs. When pressed, the Help Point will enable you to communicate with a trained CityRail operator, 24 hours a day.
Alternatively please call 000.
Suspicious behaviour
- Never touch an unattended item or bag but report it to CityRail staff.
- If you notice something doesn’t look quite right, or witness suspicious behaviour, report it to CityRail staff or the police.
- Remember, if you see something – say something.
On trains
- Try to avoid changing carriages while a train is moving, but if you do need to, always take care.
- Never try and force a train door or attempt to get on or off a moving train.
- Try not to let anyone else view your personal belongings, especially your wallet or purse.
- If there are other passengers on the train try to sit near them and not to become isolated.
- If you feel unsafe ask the train guard for assistance, or use an Emergency Help Point where available to speak to the guard. Alternatively call CityRail’s security hotline on 1800 657 926.
In an emergency
Familiarise yourself with the emergency procedures posted inside the carriage of all CityRail trains. In an emergency you should:
- Move away from danger into another carriage.
- Alert the train crew via a Help Point or alarm button.
- Remain on the train.
- Listen for instructions from the train crew.
Keeping you safe
There are numerous security activities operating behind the scenes to help keep you safe including:
- 600 Transit Officers are deployed across the network.
- A security control centre operates 24 hours a day, 7 days a week, with communication links to Transit Officers, NSW Police and emergency services.
- More than 8,600 CCTV cameras are utilised to monitor the network.
- More than 700 Emergency Help Points, with at least one on every CityRail station.
If you press an Emergency Help Point on any station platform, you’re visible on CCTV and will be able to communicate with a trained CityRail operator for assistance.
