Safety and security
The safety of all who use our services is important to us. That means the safety not only of our customers, but also of our staff and the community.
Ensure your trip is hassle-free
Trains are one of the safest forms of transport, but there are a few things you can do to make sure your trip is hassle-free:
- Take care when boarding and alighting from the train. Mind the gap between the train and the platform.
- Do not leave your children or persons in your care unattended. Never leave children, luggage or packages unattended at stations.
- Hold hands with young children when on platforms, escalators and when boarding or exiting the train.
- On stations and platforms always keep hold of prams and wheelchairs and apply the brakes when stationary.
- Keep aisles clear of luggage. Store personal items in overhead luggage racks.
- Keep your head, arms and legs clear of aisles when seated.
- Take care when moving around the train. Use handrails where provided - the train may move unexpectedly.
- To avoid injury, passengers must not lie or sleep in the aisle or overhead luggage racks.
- Dispose of any sharps in the sharps containers provided in the toilets.
- While travelling, move your legs and feet for 3 to 4 minutes every hour while seated and move about the carriage occasionally.
- Use specifically provided cups with lids and carry trays when consuming hot beverages.
- We reserve the right to refuse the sale of alcohol to any passenger. While on board the train, you may not drink any alcohol that was not purchased from the buffet car.
- It is illegal to remove any property of the coach operator from any coach.
- Do not attempt to exit a moving train.
- Do not exit the train unless you are at your destination.
Respect your fellow passengers
Some of our journeys are quite long – and the last thing you want to do is make it any longer. Respect your fellow passengers by avoiding the following behaviour:
- blocking passageways
- putting feet on seats
- playing loud music
- engaging in loud or offensive conversations.
Passengers behaving in an antisocial, abusive or threatening manner may be fined or removed from the train.
It is illegal to travel with animals other than a trained guide dog or other assistance animal.
If you feel unsafe
If you're on board a NSW TrainLink service, contact a staff member or the coach driver.
If you're at a station, use the Emergency Help Point (if available). If you press an Emergency Help Point on any station platform, you're visible on live CCTV and can get assistance from a trained operator. This service is available 24 hours a day, 7 days a week.
If you require first aid assistance, please contact a member of staff.
In an emergency
In the unlikely event of an emergency on board a train, await instructions from staff. In most cases, you'll simply be asked to move to an adjacent carriage.
If an evacuation is required, follow the directions provided by staff. Once you have alighted, stay well clear of the train and tracks.
Working to keep you safe and secure
To help keep our passengers safe:
- Staff and police patrol trains, coaches and stations.
- Over 10,000 CCTV cameras have been deployed across the NSW TrainLink and Sydney Trains networks.
- The consumption of alcohol are strictly prohibited on all coach services.
- We reserve the right to refuse entry to passengers who are under influence of alcohol or any drug.
- Passengers should notify staff of any unlawful or suspicious activity, or if they observe an incident that could affect health or safety.
Personal safety cameras
Staff are now wearing personal safety cameras, which are monitored 24/7, to help you stay safe.
Audio and camera images may be used by police.
If you see bad behaviour or feel unsafe, tell a staff member right away.