Structure and function of NSW Trains
Who we are
NSW Trains is a New South Wales Government Agency, forming part of the Transport NSW Portfolio, which delivers public transport services to regional and interstate passengers. The Agency is administered by the NSW Minister for Transport under the Transport Administration Act 1988 (the Act).
NSW Trains day to day affairs and long term objectives are managed and controlled by NSW Train’s Chief Executive, Rob Mason.
Our legislated mandate is to deliver, maintain and provide safe and reliable passenger rail services throughout the NSW region and interstate services.
What we do
NSW Trains provides Intercity and regional passenger rail services via NSW TrainLink.
NSW Trains is responsible for the safe operation, crewing and maintenance of passenger trains and stations.
How our operations affect you
Reliability and On Time Running
NSW Trains 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.nswtrains.info/about/performance.
Train Cleanliness
Transport Cleaning Services work hard to ensure the cleanliness of carriages and stations.
Our team of over 800 people provides a 24-hour, seven-day cleaning service at many of our 20 sites and selected stations.
Safety
The safety of all who use its services remains NSW Train’s top priority. That includes the safety not only of customers, but also employees, contractors and the community.
To keep people safe and secure, we have implemented a comprehensive Safety Management System. This is part of our ongoing commitment to meeting and, in many cases, exceeding the regulatory and statutory requirements.
How you can be involved
Customer Feedback
We welcome 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
NSW Trains
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.transport.nsw.gov.au/nswtrains
ABN: 50 325 560 455
Contact NSW Trains
- 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.nswtrains.info/
How to obtain NSW Trains Information
Types of Information Held by NSW Trains
NSW Trains 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 across NSW regional and intercity services.
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, documentation and information exists in the form of files held in electronic and physical archives. Our 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 Agency Information Guide may be downloaded free of charge from this website.
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").
NSW Trains 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
Under the Government Information (Public Access) Act 2009 ('GIPA Act'), we are authorised to release information proactively, unless there is an overriding public interest against disclosure.
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 NSW Trains. 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:
Send your application to:
GIPA/Right to Information & Privacy Office
NSW Trains
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:
Many of the state's heritage items are owned or managed by NSW Government agencies. Under Section 170 of the NSW Heritage Act 1977, all state government agencies must keep and administer a database of heritage assets called a Section 170 Heritage and Conservation Register.
NSW Trains is committed to long-term, proactive management of its environmental risks and opportunities in the delivery of an essential and sustainable rail transport service for the people of NSW.