Publication guide
Structure and Function of RailCorp
Who we are
Rail Corporation New South Wales (RailCorp) is a New South Wales Government Agency, forming part of the Transport NSW Portfolio, which delivers public transport services in NSW and interstate passenger services. The Agency is administered by the NSW Minister for Transport under the Transport Administration Act 1988 (the Act).
RailCorp’s day to day affairs and long term objectives are managed and controlled by RailCorp’s Chief Executive, Mr Rob Mason who is supported by members of the RailCorp Executive Committee.
Our legislated mandate is to deliver, maintain and provide safe and reliable passenger rail services throughout the Sydney metropolitan area and rural New South Wales.
What we do
RailCorp provides metropolitan passenger rail services via CityRail and long distance services via CountryLink.
RailCorp is responsible for the safe operation, crewing and maintenance of passenger trains and stations. We also own and maintain the metropolitan rail network and provide access to freight and passenger operators in the metropolitan area.
Some RailCorp Statistics
Our fleet of over 1788 electric and diesel carriages travel through 1,595 km of mainline track, across / under 1119 bridges and through 70 km of tunnels. An average of one CityRail million trips are made to and from more than 300 stations each weekday. The radial nature of the network itself makes the task of moving this number of people to and from work a real challenge.
To deliver its services effectively, RailCorp employs around 15,000 people in its operations and operates infrastructure and rolling-stock assets valued at over $19 billion.
CityRail provides passenger rail services covering suburban Sydney and extending to the Hunter, Central Coast, Blue Mountains, Southern Highlands and South Coast regions. The CityRail network is one of the world’s most complex.
CountryLink carries almost two million passengers every year to around 365 destinations in NSW, QLD, the ACT and VIC. The XPT and XPLORER trains provide a safe, comfortable and relaxing way to travel while sitting back in air-conditioned comfort.
A full list of RailCorp’s functions is described in Part 2 Division 3 of the Act (link)
How our operations affect you
Reliability and On Time Running
RailCorp works hard to meet our on-time running goals; however the performance of our trains can be affected by a number of things.
Sometimes events happen on the rail network that can cause trains to be delayed or not reach their destination. These are generally referred to as ‘incidents’. It is important to note that a single incident can have more than one cause, and can delay more than one train.
Other issues affecting reliability and on time running include: Signal, track, overhead wiring and points problems, extreme weather conditions or storms, passengers requiring emergency medical attention, or trespassers inside the rail network.
For further information visit our website on: http://www.cityrail.info/about/our_performance/what_affects.htm or the Our safety performance page.
Train Cleanliness
RailCorp works hard to ensure the cleanliness of carriages and stations.
A team of Rover and Turnaround cleaners operate across the network, cleaning litter from carriages. The Rovers also report any vandalism, graffiti, defects (e.g. broken seats and lights), and empty rubbish bins at Central, Strathfield, Parramatta and Blacktown Stations. Cleaning staff are located at maintenance centres and yards where they clean stabled trains and remove graffiti, seven days a week.
Safety
The safety of all who use its services remains RailCorp’s top priority. That includes the safety not only of customers, but also employees, contractors and the community.
To keep people safe and secure, RailCorp has implemented a comprehensive Safety Management System. This is part of RailCorp’s ongoing commitment to meeting and, in many cases, exceeding the regulatory and statutory requirements.
For further information visit our website on: http://www.railcorp.info/about_railcorp/safety
Other performance information
Please visit the Our safety performance page on our website.
How you can be involved
Customer Charter
With an operation the size of RailCorp, isolated problems are inevitable but we try to minimise them through regular maintenance and performance management
Our priority is to give you a consistently reliable and safe experience every time you use our service
As part of our commitment to continuous improvement, RailCorp is mindful of giving our customers an opportunity to tell us how our services can be improved. To this end we have initiated a Customer Charter Survey - allowing customers to suggest service improvements.
In December 2008 RailCorp launched its first CityRail Customer Charter, which publicly outlined its commitment to improving customer service.
RailCorp’s commitment is to continually improve the service provided to customers every day and focuses on key areas customers have told us are most important: on-time trains; manage crowding; fast, accurate, useful information; secure and safe travel; clean trains and stations; fast ticket sales; quick and fair complaints handling, and accessible services and facilities.
During the 2009/10 financial year RailCorp dedicated significant time and resources to making improvements and providing additional services.
For more details regarding the Customer Charter please click on the following link: http://www.cityrail.info/about/charter/complaints
Customer Feedback
RailCorp welcomes input and feedback from members of the public, community organisations and government agencies, regarding our policies and the services we provide. Listening to our customers is vital to fulfilling our corporate values of customer service and continuous improvement.
Should you wish to make a comment about our services please refer to the information below:
Customer correspondence
Customer Relations Unit
RailCorp
PO Box K349
Haymarket NSW 1238
- Telephone: 1300 038 500 (switchboard)
- Fax: (02) 4962 9488
- Rail Greenline 24 hour hotline: 1300 656 999 (environmental complaints)
- Website: www.railcorp.info
ABN: 59 325 778 353
Contact CityRail
- For timetables and service information call the Transport Infoline on 131 500 between 6.00am and 10.00pm seven days a week; interactive voice response 24 hours a day.
- For feedback including comments, compliments and complaints, call 131 500 or use our online feedback form.
- TTY (teletypewriter service) for hearing and speech impaired customers telephone 1800 637 500.
- For 24 hour assistance with ticket vending machines telephone 1800 808 822
- To report unclean train carriages or faulty equipment call the Transport Infoline on 131 500 and quote carriage number or location and nature of the fault.
- To report security issues contact the train guard or station staff or telephone 1800 657 926.
- Website: www.cityrail.info
Contact CountryLink
- For timetables and reservations call CountryLink central reservation centre 132 232 between 6.30am – 10.00pm, seven days a week.
- CountryLink group bookings (02) 9379 1606 between 8.00am and 8.00pm, Monday to Friday.
- TTY (teletypewriter service) for hearing and speech impaired customers telephone 1800 637 500.
- Website: www.countrylink.info
How to obtain RailCorp Information
Types of Information Held by RailCorp
RailCorp holds a wide variety of information concerning its operations, procedures, policies, along with data and other information relating to the management of the Rail system in NSW.
The major categories include:
- Paper and virtual files
- Emails and letters
- Briefing notes, memoranda and minutes
- Information booklets and brochures
- Policies and procedure manuals
- Engineering, construction, architectural, building and expert reports
- Contract and tender documents
- Maps, plans and photographs, among other document types
- Historical Records.
For the most part, RailCorp’s documentation and information exists in the form of files held in electronic and physical archives. RailCorp staff generally create files for specific tasks and functions as well as for administrative and other purposes.
Electronic files are stored on a number of databases. Strict security and access protocols apply to commercially sensitive and personal information as well as to protected documents, such as submissions made to the NSW Cabinet. Physical files are stored in a variety of locations throughout the organisation. It is common practice to store files with specific officers or work groups most frequently using or accessing the files in question.
Most information outlined in this Publication Guide may be downloaded free of charge from our website, located at www.railcorp.info.
Alternatively you may wish to make either an informal access application or formal access application for particular government information held by this agency under the Government Information (Public Access) (GIPA) Act 2009 (GIPA Act).
Register of contracts awarded
Under the Government Information (Public Access) Act 2009 ('GIPA Act'), you are able to access RailCorp's register of contracts awarded. This register includes details of all of our current contracts with the private sector with a value of $150,000 or more ("class 1 and 2 contracts"). In addition, we are required to provide a copy of certain contracts with a value of more than $5 million ("class 3 contracts").
RailCorp is not required to publish commercial-in-confidence provisions of a contract, details of an unsuccessful tender or any information where there is an overriding public interest against disclosure. However, we will provide reasons why details are not disclosed.
Details of each class 1, 2 and 3 contract are available on the NSW Government eTendering website.
In most cases, copies of class 3 contracts will be available on our website. Where this is not possible, we will make the information available in another format - contact our GIPA/Right to Information Office for details.
Proactively released information
NSW Government agencies are encouraged to proactively release other information about their operations, as appropriate. You'll also find a range of RailCorp information, including performance results and key reports, on our RailCorp, CityRail and CountryLink websites.
Under the Government Information (Public Access) Act 2009 ('GIPA Act'), RailCorp is authorised to release information proactively, unless there is an overriding public interest against disclosure.
RailCorp plans to review the information we proactively release - at a minimum - on the anniversary of the commencement of the GIPA Act, starting on 1 July 2011.
In most cases, this will be available on our website. Where this is not possible, we will make the information available in another format - contact our GIPA/Right to Information Office for details.
Accessing other information
If the information you're looking for isn't on one of our websites, you can request it informally by contacting our Right to Information Office, see details below.
When we're unable to release information informally, we may ask that you submit a formal access application.
Formal access application
If the information you're looking for has not been proactively released and we advise that we can't release it informally, you'll need to submit a formal 'access application' to RailCorp. Your application must:
- be in writing
- state that it is made under the Government Information (Public Access) Act 2009
- have an Australian postal address for return correspondence
- provide enough detail for us to identify the information you're looking for
- enclose an application fee of $30.
Download and complete our application form:
- RailCorp access application form (91KB PDF)
Send your application to:
GIPA/Right to Information & Privacy Office
RailCorp
Level 21, 477 Pitt St
Sydney NSW 2000
Fees
A fee of $30 is payable for access applications. We may also charge a processing fee of $30 per hour.
A 50% discount on both application and processing fees are available to Pensioner Concession Card holders, full-time students and non-profit organisations. We may also discount the above fees for applicants suffering financial hardship or where the information applied for is of special benefit to the general public. All applications for discounts will be considered on a case-by-case basis.
Our determination
In most cases, we will be able to provide information electronically. Where this is not possible, we will make the information available in another format.
We may determine that we cannot release all or part of the information you're requesting where there is an overriding public interest against disclosure. Public interest considerations include:
- transport safety
- law enforcement and security
- individual rights such as privacy and natural justice
- cabinet deliberations
- protecting commercial-in-confidence provisions of a contract.
Where we refuse an access application, we will provide the applicant reasons in writing. We will also inform you of options for having the decision reviewed.
Review options
If you disagree with our determination, you can ask us to review our decision.
You may also wish to contact: