Access to trains in NSW

You will be able to board all Sydney and Intercity trains if you use a wheelchair or other mobility devices that meet our mobility aid specifications. The Disability Standards for Accessible Public Transport lays out a guide for mobility aids and gaining access to public transport. If your mobility aid does not meet these criteria, you will not be able to use it on public transport.

Accessibility features offered on each service may vary depending on the train being used. For instance, Intercity services have accessible toilets on board, but Sydney Trains services do not. Not all Regional services have accessible toilets.

Some stations have the wheelchair symbol to identify accessible doors, which are located at the end of carriages.

Accessible train doors are usually situated near the sixth carriage of the train in the boarding assistance zone for Sydney Trains services and the middle of the platform for Intercity and Regional services.

Most train doors and handrails are painted yellow to make them more visible and will assist you to board safely. A warning announcement is made when train doors are closing. On some trains, this is accompanied by an electronic warning tone and lights.

Next stop announcements are made on board and network maps are displayed in carriages.

Train guards and station staff have received disability awareness training and know how to assist someone who needs helps.

The Accessing Sydney Trains brochure is available at all staffed Sydney Trains and NSW TrainLink stations and provides further information about accessibility. You can request a large print, Braille or audio copy through Sydney Trains.

Many train stations have accessible features, such as ramps and lifts to platforms, tactile tiles at the platform’s edge, continuous handrails, hearing loops, accessible ticket counters, payphones and toilets.

You can look up the accessible facilities at your train stations before travelling.

Within stations, network maps are available and electronic departure screens indicate when the next train is due and which stations it will stop at. Audio announcements are made when the train is approaching.

Storage facilities for mobility aids are not available at stations.

Find out if your destination has a short platform as this may affect how and where you disembark.

If you have to use level crossings to access or leave stations, read through the guidelines for level crossing safety.

Station staff can assist you with getting on and off trains. Upon arrival at the station or when using transport apps, check if the station is attended. If a staff member cannot be easily located, contact details will be displayed or are available using the apps.

All trains are accessible using a platform-to-train boarding ramp. The boarding ramps are available on the train or on the platform to help you get on and off safely.

However, these ramps can only be used at specific boarding assistance zones. Look for the wheelchair accessibility symbol marked on the platform in a Sydney Trains station or check with staff if you are at an Intercity or regional station.

Boarding ramps, which can be used for wheelchairs, motorised scooters, other mobility aids and prams or if you just need assistance, are 80cm wide with a maximum load tolerance of 300kg. This includes the weight of yourself, your aid and anyone helping you on the ramp. Read through the required specifications for mobility aids before travelling.

Raised tiles are placed along the edge of platforms to warn people with impaired vision when they are too close to the edge. The layer of tiles is 60cm deep and located behind the yellow line, which is generally 75cm from the edge of the platform.

Some stations also have tactile tiles to help with wayfinding to stairs and along concourse areas.

Customers with a hidden disability can wear a Sunflower lanyard or wristband to discreetly signal to rail staff that they need assistance or extra time. These lanyards are available free of charge online through Sydney Trains at Hidden Disabilities (finsbury.com.au).

When catching the train, staff can help you with:

• directions to the boarding assistance zone on the platform
• the best carriage to travel in if you are getting off the train at a station with a short platform
• getting on and off the train with the boarding ramp
• service and trip planning information
• the location of accessible facilities at the station
• notifying the guard on the train of your location on board
• contacting other staff on the network to assist you with getting off that train as well as on other legs of your trip.

Staff cannot assist you with:

• the operation of your mobility aid
• moving your mobility aid, including lifting or carrying it
• your personal care needs.

If staff are unavailable at the station when you need to get on the train, follow these guidelines:

• Wait near the sixth carriage of the train in the boarding assistance zone for Sydney Trains services. If you’re at a station where the boarding zone isn’t indicated, wait in the middle of the platform.
• Ask the guard for help to board when the train arrives. On Sydney and Intercity trains, the guard’s compartment is indicated by a blue light on the outside of the train.
• The guard will put out the boarding ramp and help you board if needed.
• The guard will ensure you are safely aboard before blowing the whistle for the train to depart.
• The guard will contact your destination or interchange station to make sure a boarding ramp is available.
• If station staff are not available at your destination, the guard will put out the boarding ramp for you to get off the train.

Using Help Points to notify staff

• If there are no staff at the station who can assist you when you are waiting for your service, use the Emergency Help Point or Information Point on the platform to get help to board your train.
• You can use the Emergency Help Points at the station and on the train to confirm your location to ensure staff and a ramp are ready and available at the station where you are getting off.
• You can be seen on live CCTV and trained operators can contact staff on board and at stations. They can also assist in an emergency.

Regional and older Intercity trains can have limited accessibility. When planning an accessible trip on a NSW TrainLink train or coach service:

• Call 13 22 32 ahead of your trip for the most up-to-date information. Please have your proof of entitlement card or evidence of disability information ready when making your booking.
• Check upcoming trackwork as this could mean that services could be replaced by coaches, which may affect the accessibility of your trip.
• Look up the accessibility classification and facilities, including accessible toilets, at stations.
• Please note some regional trains cannot accommodate wheelchairs on board unless they can be folded and the occupant can board without their aid.
• Find out if your destination has a short platform as this may affect how and where you disembark.

If you have to use level crossings to access or leave stations, read through the guidelines for level crossing safety.

Once you have planned your accessible trip on a NSW TrainLink Regional train or coach service, you can call 131 500 (or NRS 133 677) to let them know about your assistance requirements in advance.

You can also use Emergency Help Points on the platform or some trains to let staff know where you are to make sure a boarding ramp is available.

When catching the train, staff can help you with:

• your travel needs and medical equipment requirements
• accessible information and features on board trains and coaches
• accessible facilities at regional stations, stops and interchanges
• planned trackwork that may affect your service and accessibility.

You will be notified of any changes that affect your service and accessibility, and NSW TrainLink staff will advise you of alternative travel options.

If staff are unavailable at the station when you need to get on the train, follow these guidelines:

• Wait near the middle of the platform.
• Ask the guard for help to board when the train arrives.
• The guard will put out the boarding ramp and help you board if needed.
• The guard will ensure you are safely aboard before blowing the whistle for the train to depart.
• The guard will contact your destination or interchange station to make sure a boarding ramp is available.
• If station staff are not available at your destination, the guard will put out the boarding ramp for you to get off the train.

Using Help Points to notify staff

• If there are no staff at the station who can assist you when waiting for your service, use the Emergency Help Point or Information Point on the platform to get help to board your train.
• You can use the Emergency Help Points at the station and on some trains to confirm your location to ensure staff and a ramp are ready and available at the station where you are getting off.