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Our customers

Customer charter

This year we worked with our customers across the state to create a Customer Charter. The charter lists the commitments we make to our customers, including:

  • making safety a priority
  • keeping you informed
  • consulting and collaborating
  • listening, actioning and improving
  • helping us to help you.

To figure out what was most important to our customers, we ran customer focus groups in our Customer Experience Lab to make sure we captured your priorities.

Customer charter contact  Customer charter

Inclusive and accessible transport network

We established the Integrated Accessible Transport Network (IATN) in April 2018. This 3 year program makes sure that all of our products and services are integrated, inclusive and accessible to all.

The IATN has been designed to deliver:

  • social benefits, such as building opportunities for greater participation and connecting people with their communities
  • economic benefits, such as more equal opportunities for people to participate in work, business and social networks
  • cultural benefits, building relationships and improving understanding of our cultural diversity.

Customer Liaison Officers

We use Customer Liaison Officers to help TransLink use our public transport network. These officers tell customers about bus and train network and service changes and educate them about products and services that we offer. You’ll see Customer Liaison Officers at community events across South East Queensland such as the Ekka, regional shows, and multicultural expos.

Accessibility Reference Group

A braille/tactile bus stop sign identification number

Our accessibility reference group is committed to improving the accessibility of the passenger transport network for our customers. This group includes representatives from TMR, the disability sector, industry and local government.

The group were involved in projects this year including:

  • development of TMR’s Disability Action Plan 2018–2022
  • assisting in transport arrangements for GC2018
  • development of driver training requirements for personalised transport reform
  • performing consultation on infrastructure projects. This includes the braille/tactile bus stop sign identification number trial and the new Queen Street Bus Station lift.

Demand Responsive Transport trials

In September 2017 we began a 12 month trial of a new Demand Responsive Transport public transport service in Logan. In this trial, local taxi operator Yellow Cabs brings together small groups of people wanting to travel at the same time. We use technology to plan the most efficient route to take to pick up and drop off each passenger.

Use of the service is growing steadily and customer satisfaction is high. We are adjusting the service in response to customer feedback. This trial will demonstrate how demand responsive transport can be added as an important new facet of public transport in Queensland.

Discounts for Department of Veterans’ Affairs white card holders

In February 2018 we made a 50% concession for public transport available for Department of Veterans' Affairs (DVA) white card holders. We introduced this concession to support the over 19,000 Queensland veterans who are being treated for a condition or injury resulting from military service. This concession supports the Queensland Government's commitment to acknowledge the service of our veteran and make our network more accessible.

Transport and Tourism Connections Program

Our transport system supports and connects Queensland’s tourism industry. The Queensland Government’s $10 million Transport and Tourism Connections Program has been established to make it easier to access Queensland’s tourist attractions from our state-controlled road network.

We spent $5.2 million in 2017–2018 for round 1 of the program, which consisted of 19 projects in Western Queensland. As a result it’s now easier to access the Dinosaur Trail at Winton and scenic Hell Hole Gorge National Park at Quilpie.

Image of the dinosaur trail project at Winton

QLDTraffic app

The QLDTraffic app gives road users real-time information about road conditions to help them plan their journey. Queenslanders can view roadwork alerts, flooding information, rest areas, and live traffic cameras to safely reach their destination.

The QLDTraffic app has been downloaded 91,000 times between February 2017 and June 2018, and the QLDTraffic website has been visited 4.5 million times since it launched in late 2016.

Use of the QLDTraffic app and website spikes during extreme weather events – there were 1.25 million hits during Severe Ex-Tropical Cyclone Debbie and a large number related to October 2017 flooding in Bundaberg.


Calls, app usage and web traffic peaking during critical events

 Show/hide chart data 

Tow truck reforms

In response to public feedback, in 2017 the Queensland Government launched an independent investigation into the tow truck and vehicle removal industry. The investigation’s report made 22 recommendations, which were all accepted by the government. The relevant laws were updated, ensuring that all private property towing in regulated areas of Queensland must be performed by accredited drivers and assistants, using licenced tow trucks, and employed by licenced tow truck operators.

Social media

With more and more of our customers turning to social media to interact with organisations, in 2017–18 we increased the use of social media to make it easier to connect with us.

We use Facebook, Twitter, LinkedIn and Instagram to interact with multiple audiences.

We use social media to:

  • provide information (including regular road rule quizzes)
  • engage in meaningful conversation
  • share road safety messages and inform customers about our products and services
  • respond to customers in a timely manner on their preferred platform (we responded to 5,337 customer enquiries through Facebook messages).

We monitor Facebook from 8am to 9pm Monday to Friday, excluding public holidays, and have an average response rate of 98% in under 4 hours.

The number of followers on our Facebook page increased by over 37% in the 2017–2018 year, and our posts were displayed over 50 million times.

A June post of a CCTV clip had customers flocking to our channel. 14.4 million people around the world viewed the video, and we gained 6,500 new followers as a result.

  Case Study: M1 rollover 

Read more in our annual report