ACCESSIBLE TRANSPORT
ACTION PLAN
for
NSW Transport, Roads and
Maritime Agencies
Ministry of Transport
Roads and Traffic Authority
RailCorp
State Transit
Sydney Ferries
NSW Maritime
December 2007 update
1.
INTRODUCTION AND OVERVIEW
Providing equitable access to services is a key Government policy objective. To
reflect this, a core role of Government transport agencies is to provide access to
transport services for all sections of the community including people with a disability,
older persons, children, students and commuters.
To meet the travelling needs of people with a disability, the Government is improving
the accessibility of infrastructure, transport services and information. While much has
been done and agencies are continuing programs across a range of areas, the
Government recognises the need for an increasingly integrated approach to
accessible transport service delivery.
With this in mind, the Government’s transport agencies have developed this Action
Plan which outlines:

Legal responsibilities of transport agencies;

The guiding principles for integrated accessible transport services; and

Progress to date and future strategies for the provision of accessible transport
services.
The strategies cover far more than infrastructure proposals. These are also about
access to information, staff training and employment, promoting positive community
attitudes towards the provision of fully accessible transport and procedures for
dealing with complaints.
Information
To provide accessible information on public transport services, the Ministry of
Transport administers the contract for the 131500 Transport Infoline call centre,
website and TTY facility (1800 637 500). The Infoline enables the provision of
feedback in accessible formats and a search and trip planning facility for accessible
services is now being trialled.
In order to ensure a more consistent, co-ordinated approach to information provision,
the Ministry of Transport is convening a Passenger Information Review Group (PIRG)
with representatives from all NSW transport agencies. The PIRG will consider
strategies to best achieve Commonwealth Disability Discrimination Act (DDA) and
Disability Standards for Accessible Public Transport (Transport Standards)
compliance and the appropriate exploitation of opportunities provided by new
information technologies.
Consultation, assistance and advice
The PIRG will consult on issues relating to the provision of information for people
with disabilities with the Accessible Transport Consultative Group (ATCG).
The ATCG has been established by the Ministry of Transport with membership drawn
from transport agencies, industry and peak disability groups to provide a forum where
representatives can provide input to the action planning process, provide advice on
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current initiatives and enable the access concerns of the community to be brought to
Government attention.
In order to assist transport operators and infrastructure owners to meet disability
legislation requirements, the Ministry of Transport provides ongoing advice and
assistance on the action planning process to the bus and coach industry, local
government and community transport organisations.
As part of this process, the Ministry of Transport has provided presentations on
accessible transport and action planning to the Local Government and Shires
Association (LGSA) and to Transport Working Groups in Gosford, Campbelltown,
Bankstown, Coffs Harbour, Ballina, Orange, Bathurst and Newcastle in 2006 and
2007. Advice was also provided to regional organisations of Councils such as
WSROC, SSROC and NSROC.
Buses
In the Sydney and Outer Metropolitan areas, the Government is funding the purchase
of accessible buses under new contracting arrangements which require operators to
comply with disability legislation and produce action plans of their own. An average
of 36% of all buses in the Sydney and Outer Metropolitan areas are wheelchair
accessible and operators are committed to timetabling those buses on at least 25%
of services.
Rail
The Government is progressively upgrading rail infrastructure and rolling stock with
103 (34%) of CityRail stations now being wheelchair accessible and all new rail
carriages designed for accessibility, including accessible information provision by
digitised audio/visual announcements. In addition to the 141 double-deck suburban
‘Millennium’ cars and 14 single-deck diesel Hunter Valley cars in service, deliveries of
122 double-deck outer-suburban cars (OSC) have commenced. The Government
has recently awarded a $3.6 billion contract for 626 double-deck suburban cars
which are anticipated to be progressively in service from the end of 2010 to 2013.
Road-related infrastructure
All new road related infrastructure works comply with the relevant disability
standards. To develop integrated pedestrian networks, the Roads and Traffic
Authority (RTA) helps local councils prepare Pedestrian Access and Mobility Plans
(PAMPs) with seventy seven now implemented across NSW, including five
completed during 2006-07. The RTA also continued supporting councils to
implement these plans which enhance safety, convenience and mobility on links
between public transport and other key centres of pedestrian movement.
Taxis
To improve access to Wheelchair Accessible Taxi (WAT) services, the Government
has introduced a number of initiatives to reduce the cost of owning/operating a WAT
and help the industry to meet Transport Standards’ requirements for parity between
standard and WAT service response times.
These include WAT licences being made available in urban areas for $1000 per
annum and at no cost in the country. The need for a new vehicle has been removed
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(but a ten year age limit has been retained) and interest free loans are available for
the purchase of WATs by regional operators. Recently, a trial of a $7.70 ‘bonus fee’
has commenced to encourage drivers to undertake wheelchair work.
In addition to the responsibilities of individual agencies for strategies under the Plan,
the NSW Government’s ‘Better Together’ disability strategy is committed to
implementing this Action Plan to better provide accessible transport services. This is
also consistent with the State Plan’s Priority F2 which seeks to increase employment
and community participation for people with disabilities.
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2.
AGENCY RESPONSIBILITIES
Core Requirements
NSW transport agencies, along with all transport service providers, have
responsibilities for the provision of accessible transport services under NSW and
Commonwealth legislation and policies as follows:

NSW Anti-Discrimination Act 1977;

NSW Disability Services Act 1993;

NSW Disability Policy Framework;

Commonwealth Disability Discrimination Act 1992; and

Commonwealth Disability Standards for Accessible Public Transport (effective
from 23 October 2002).
The NSW Disability Services Act establishes actions that NSW Government agencies
need to undertake in relation to service provision for people with a disability. From
this, the Disability Policy Framework requires that agencies develop action plans that
document progress towards fully accessible service provision.
The Department of Ageing Disability and Home Care (DADHC) has responsibility for
co-ordinating and reporting on disability action plans developed by Government
agencies. In relation to the Transport Portfolio, the Ministry of Transport is the
nominated co-ordinating agency for the development and co-ordination of transport
agency action plans. Therefore, this Action Plan represents progress for all agencies
as the focus is on the total transport network, regardless of responsibility for parts of
that network.
The Human Rights and Equal Opportunities Commission (HREOC) plays a key role
in assessing discrimination issues that may arise in relation to accessible public
transport provision and assessing progress towards accessibility compliance. In
regard to planning transport services, the Commission has stated that an effective
way for transport providers to reflect progress towards accessible compliance is to
develop an action plan. There is a link to this Action Plan on the HREOC website.
Commonwealth Disability Standards for Accessible Public Transport (the
Transport Standards)
The Commonwealth Disability Discrimination Act requires that the delivery of services
should provide equitable access for those with a disability. The practical applications
of the requirements of the Act are outlined in the Transport Standards.
The Transport Standards establish the specific requirements for access to transport
services such as establishing the space allocation requirements for wheelchairs on
buses and trains, lift and ramp access at railway stations and bus/rail interchanges,
and access to transport service information.
In addition to imposing responsibilities on operators of services and providers of
infrastructure, the Guidelines to the Transport Standards indicate that passengers
must also be able to:
(a) understand information given in spoken, written, tactile or diagrammatic form;
(b) have the capacity to use a mass transit system;
(c) select their destinations, modes and times of travel; and
(d) communicate their destinations where necessary.
Although this would mean that some persons with more severe physical and
intellectual disabilities may not be able to access the public transport system, NSW
supports the Transport Standards’ aim of eliminating discrimination as far as possible
against people with disabilities. Accordingly, the NSW Government is committed to
increasing access to public transport in line with the Transport Standards and also to
educating transport staff in how best to achieve the appropriate levels of access for
people with a wide range of disabilities.
The Transport Standards were endorsed by the Commonwealth Government on 23
October 2002 and the compliance timetable is in effect from that date.
The implementation phase requires ongoing State and Commonwealth Government
commitment to consultation in order to ensure that the Transport Standards continue
to reflect the best practical means of providing public transport for people with
disabilities. NSW will continue to be represented on a joint Commonwealth - State
Consultative Committee overseeing the Transport Standards’ implementation. This
process includes five year reviews of the Standards’ effectiveness which may
consider any necessary amendments.
The first Five Year Review is currently
underway. Importantly, the Transport Standards set down a timetable for compliance
for all operators. The timetable is shown in the table below.
Table 1 - Compliance Timeframe
Aspect of service
Information
Infrastructure **
Timetabled bus services
Coaches
Rail rolling stock
Taxi services
*
**
***
end
2007
100%*
25%
25%
25%
25%
***
end
2012
end
2017
end
2022
end
2032
55%
55%
55%
55%
90%
80%
90%
90%
100%
100%
100%
90%
100%
Not including bus stops (infrastructure timetable).
Includes bus stops. In addition, vending machines, gateways, surfaces,
handrails & grabrails must be 100% compliant after 10 years.
Response times to be the same as for any taxi service.
The Transport Standards assist with greater definition, certainty and flexibility in
achieving non-discriminatory accessible services and apply to all operators and the
transport vehicles they use to provide transport services and to providers, supporting
premises and infrastructure.
The Transport Standards specify certain requirements for buses, trains, stations, bus
stops, bus/rail interchanges, ferries and wharves and access to information, including
access paths, manoeuvring areas, resting points, waiting areas, ramps, signs, lifts,
6
toilets, doorways, information services, allocated spaces, payment of fares, surfaces,
lighting and handrail and grabrails.
Equivalent access
While the Standards have specific requirements, an operator may also provide
‘equivalent access’. This is compliance by providing methods, equipment or facilities
that provide alternative means of access with equivalent amenity, availability,
comfort, convenience, dignity, price and safety as those methods specified in the
Standards. This may include operators or providers offering direct access assistance
to passengers. However, this does not include the provision of separate or ‘parallel’
services.
Complaints
Where a complaint is made to HREOC that a transport provider has discriminated
against a passenger by not meeting the requirements of the Transport Standards,
the operator may claim that compliance with the Standards would have been
‘unjustifiable hardship’ (that is, when compliance might be considered to have an
‘unjustifiable’ affect on the operator’s commercial viability).
Exemptions
Should an operator believe that it has sufficient reason for not being able to provide
access within the Transport Standards’ timeframe, then the operator may apply to
HREOC for an exemption from compliance. If the application is upheld, then the
provider would be granted a specified exemption for a limited time period. However,
beyond that time, the transport provider would be required to comply.
Local Government
Local Government has a major role to play in further integrating accessible public
transport services with the provision of accessible bus stops, footpaths and kerbside
infrastructure. The Ministry of Transport has provided advice to the Local
Government and Shires Association (LG & SA) on legislative requirements and the
action planning process and will continue to provide action planning advice to Local
Councils in developing practical responses to transport accessibility issues.
Other Responsibilities
In addition to the requirements of the NSW Disability Policy Framework and the
Transport Standards, each agency is also responsible for the integration of
accessibility measures into each organisation’s business planning functions.
While this Action Plan provides the broad direction on the major components of
integrated accessible transport services in NSW and progress towards improving
those services, each agency continues to have specific responsibilities across their
organisations in relation to issues such as providing an accessible workplace and
providing equal employment opportunities for those with a disability.
Many of these issues are developed through corporate and business planning
processes within each agency. The results from this planning should be reported in
each agency’s annual reports. The Ministry of Transport, in consultation with the
DADHC, has a key role to play in ensuring this reporting process covers the detailed
matters that each agency has to address in relation to people with a disability.
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3.
THE GUIDING PRINCIPLES
Access for the entire community
Transport accessibility is the provision of information, infrastructure and transport
services that provides for equitable access for the entire community. The community
includes many people who experience mobility difficulties such as older persons and
people with a disability.
To quantify the scale of the issue, it has been estimated that approximately 18% of
the Australian population have some form of disability (Source: Regulatory Impact
Statement (RIS) prepared for the draft Disability Standards for Accessible Public
Transport (1998)) and that over 10% of the Australian population experience
impairments that affect their mobility. In addition, mobility problems are experienced
by people without disabilities including parents with small children and many older
persons. Within this context, there is an ongoing and broader need to move towards
a fully accessible transport system.
Integrating accessible transport services
Accessible transport needs to provide for ‘whole of journey’ accessibility, including
seamless transfers across modes. That is, a journey may require travel by rail, bus,
ferry or taxi with interchange between those modes. The journey can only be
successfully undertaken under fully accessible conditions when information,
infrastructure and services are accessible. To achieve full accessibility, a coordinated approach to transport service delivery is required.
The transport agencies have developed this Action Plan to better integrate resources
and co-ordinate and maximise benefits. As a first step, the integration of fully
accessible services should consider both current and planned fixed infrastructure
such as railway stations, bus/rail interchanges, ferry wharves and roads.
In this regard, the Action Plan seeks to promote the integration of accessible services
so that:

Access to information (including print, telephone and internet) is consistent in
style and content;

Accessible railway stations, bus/rail interchanges and ferry wharves are
reasonably distributed across the transport system;

All new public transport infrastructure (eg Transitways) is accessible;

New infrastructure is located where it can maximise benefits;

Accessible bus and ferry services are developed in tandem with accessible
infrastructure; and

Taxi service performance is monitored across the transport network, including
the response times for bookings of wheelchair accessible taxis.
4.
ACTION PLAN
Priority Areas for Action
The Action Plan addresses priority areas broadly in accordance with those outlined in
the NSW Disability Policy Framework. These are:

Information about transport services;

Physical access to transport services and infrastructure;

Access to complaints procedures;

Employment and staff training within transport agencies; and

Promoting positive community attitudes.
Under each priority area, the barriers facing people with disabilities have been listed,
followed by strategies to overcome these barriers. The Transport Portfolio is
responsible for progressing various strategies, including assigning a specific budget
where applicable, a target and achievements to date. In this way, progress towards
full compliance with the Disability Standards can be readily tracked over time.
However, as many Portfolio activities related to disability access are integrated into
agency planning, it is not always possible to identify separate components for budget
purposes and this is indicated by the notation ‘within current budget’.
Physical access to transport services
With regard to physical access, in addition to the strategies identified, a summary
and several maps have been prepared (see overleaf) to identify accessible
infrastructure and services across the network and those locations where upgrades
are proposed.
Reporting Protocols
To ensure this Action Plan remains current, progress needs to be reported at regular
intervals. The Ministry of Transport will ensure that this Action Plan is updated at sixmonthly intervals on the accessibility achieved against the Standards’ compliance
targets.
Consultation
To further adopt an integrated approach to service provision, transport agency
consultation with disability and other groups needs to be co-ordinated so that the
needs of these groups are fully considered. Additionally, a co-ordinated approach
will assist agencies in the provision of infrastructure and services knowing that a
consistent message from the disability community is being received.
As indicated in the Introduction, the Accessible Transport Consultative Group, which
is made up of representatives from Government transport agencies, peak disability
groups and industry, will be assisting the NSW Government to review and update this
Action Plan.
SUMMARY OF ACCESSIBLE SERVICES AND INFRASTRUCTURE
AS AT 30 JUNE 2008.
1) Rail Services
Aspect of Service/Infrastructure
Number
Accessible
Total Number
% Accessible
Wheelchair accessible stations in the
CityRail network
108
304
36%
Wheelchair accessible stations in the
CountryLink network
62
67
93%
CityRail suburban carriages *
1267
1267
100%
CityRail outer-suburban / intercity
carriages *
133
342
39%
CityRail / CountryLink regional trains *
33
33
100%
*
All rail services use portable boarding ramps and direct assistance.
2) Bus Services
a)
Vehicles
1669 of the 4011 buses in the Sydney and Outer Metropolitan Areas (41.6%) are
currently accessible (approximately 47% Sydney Metro and 24% Outer Metropolitan
areas).
b)
Timetabled Accessible Services
Approximately 30% of bus services in both the Sydney Metropolitan and Outer
Metropolitan areas were timetabled as accessible as at 30 June 2008. It is not
possible to more accurately estimate this percentage as a small minority of bus
operators have not been able to provide accurate reports to the Ministry on how
many of their accessible services are timetabled.
3) Taxi Services
Although taxi services did not meet the requirement in the Transport Standards for
Wheelchair Accessible Taxi (WAT) response times to be the same as for Standard
Taxis by 31 December 2007, statistics show that response times are improving over
time. It should be noted that response time statistics are only available for the
Sydney Metropolitan Area.
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Average Taxi Response Times (Sydney Metropolitan Area)
Taxi Type
Standard Taxi
WAT
2006/07
2007/08
7.58 minutes
11.41 minutes
8.35 minutes
9.97 minutes
This represents a 12.6% improvement in WAT response times from 2006/07 yo
2007/08.
Similarly, the number of WATs as a percentage of both the Sydney Metropolitan and
Outer Metropolitan/Rural and Regional Taxi fleets has grown.
Numbers of WATs
Area
No. of WATs
% of fleet
Improvement since
December 2007
Sydney Metro
Outer Metro & Rural
& Regional
470
9.1%
+13.5%
236
17.5%
+8.7%
4) Transport Interchanges, Ferries and Wharves
Aspect of Service/Infrastructure
Number
Accessible
Total
Number
% Accessible
Transport interchanges*
15
30
50%
Sydney Ferries and State Transit
(Newcastle Ferries) ferries **
32
32
100%
23
2
50
2
46%
100%
Commuter Wharves

Sydney

Newcastle
*
**
As the definition of an interchange varies from purpose-built facilities linking
various transport modes to bus stops adjacent to rail stations, the table only
considers current purpose-built facilities.
All ferries are accessible utilising manually deployed gangways and direct
assistance.
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INFORMATION ABOUT TRANSPORT SERVICES
BARRIER: People with a disability do not always have
accessible information.
ACHIEVED
TARGET
STRATEGY:
Provision of accessible information on websites.
(‘Accessible’ information is that which meets the
requirements of the Disability Standards for Accessible
Public Transport.)
 All agencies currently provide information on
public transport services (including wheelchair
accessible taxis – WATs) and infrastructure on
their websites. Some work remains to be done
on ensuring information is in accessible formats.
All agencies to provide
information on their
respective websites in
accessible formats.
RESPONSIBILITY: Ministry of Transport and all
providers of transport services.
 www.countrylink.info upgraded to meet all W3C
level 1, 2 and most of level 3 accessibility checks.
BUDGET: Within information technology budgets.
 www.cityrail.info upgrade to W3C priorities in
planning stage.
 The Ministry requires private bus operators to
provide accessible information on websites as a
condition of new bus contracts.
STRATEGY:
Information on all transport services to be placed on the
Transport Infoline 131 500 and website
(www.131500.com.au.)
 Information on all public transport services is
available on the Transport Infoline 131 500,
including call centre, website and TTY facility
(1800 637 500).
RESPONSIBILITY: Ministry of Transport with input from
transport agencies and transport providers.
 This includes non government transport providers
such as private bus operators. A search facility
for accessible services now being trialled.
The 131 500 Transport
Infoline website
complies with Web
Content Accessibility
Guidelines issued by
Office of Information
Technology.
BUDGET: Within information technology budgets.
Information about Transport Services
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BARRIER: People with a disability do not always have
accessible information.
ACHIEVED
TARGET
STRATEGY:
Provide and promote telephone typewriter (TTY) facilities
to assist people with hearing impairment.
 Transport Infoline 131 500 has TTY facility 1800
637 500 for customer information regarding
RailCorp, State Transit, Sydney Ferries.
Maintain availability of
TTY facilities.
RESPONSIBILITY: All agencies.
 The Roads and Traffic Authority and Ministry of
Transport have TTY facilities.
BUDGET: Within existing budget.
STRATEGY:
Ensure the implementation of new information systems
across a range of modes and transport tasks improves
information accessibility for people with disabilities.
RESPONSIBILITY: Ministry of Transport with input from
transport agencies and other transport providers.
BUDGET: Within current budget.
STRATEGY:
Provide hearing loops in infrastructure (where required)
The Ministry is convening a Passenger Information
Review Group (PIRG) with representatives from all
NSW transport agencies to ensure:
Accessibility of all new
information systems.
 A more consistent, co-ordinated approach to
information provision;
 DDA compliance will be achieved; and
 The appropriate exploitation of opportunities
provided by new technology.
Hearing loops have been provided at 81% of
attended CityRail booking offices and at all Roads
and Traffic Authority motor registries.
Ongoing improvement.
RESPONSIBILITY: All agencies.
BUDGET: Within existing budget.
Information about Transport Services
13
BARRIER: People with a disability do not always have
accessible information.
STRATEGY:
Improve destination signage and voice announcements
on rail stations.
RESPONSIBILITY: RailCorp
BUDGET: $12 million in 2007-08.
ACHIEVED
TARGET
Ongoing installation of
 58% of CityRail passengers have access to
improved electronic visual destination information. larger, clearer displays.
See “Achieved”
 100% of CityRail passengers have access to
audio information via digitised voice
announcements (DVA) or long line public address
(PA).
 Staff training in announcements and use of PA in
progress for station and information control staff
and planned for train guards and drivers.
Ongoing improvement.
 ‘Golden Mic’ Awards (open to staff and customer
nomination) introduced to reward rail staff for
clear and informative announcements.
STRATEGY:
All new transport infrastructure projects to have
accessible destination signage and/or voice
announcements.
RESPONSIBILITY: All agencies providing transport
services.
BUDGET: Within existing construction budget.
Information about Transport Services
 Liverpool-Parramatta Transitway incorporates
electronic destination signage and voice
announcements. Also, Transitway buses have
hearing loops and on-board announcements of
stops installed.
 Accessible destination signage and voice
announcements installed at new Parramatta
Transport Interchange.
All new transport
infrastructure projects
to have accessible
destination signage
and/or voice
announcements.
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BARRIER: People with a disability do not always have
accessible information.
STRATEGY:
Ensure:
 Passengers with disabilities have accessible
information on altered services (eg track work on rail
lines); and
 That information provided on altered timetables is
available in accessible formats.
RESPONSIBILITY: The Ministry of Transport and all
agencies providing transport services.
BUDGET: Within existing budgets.
ACHIEVED
TARGET
 Information is available prior to track work on
altered services via:
Minimise complaints
from people with
disabilities regarding
- The Transport Infoline 131 500 (website, call altered services.
centre & TTY)
- CityRail station ‘Trackwork’ posters;
- Weekly free subscription email advice; and
- Major promotions (when required).
 Information on major alterations to metropolitan
bus services, Sydney Ferries’ services, and
RailCorp services is available on the Transport
Infoline 131 500 (website, call centre & TTY).
 The Ministry requires all private bus operators to
provide information on altered timetables as a
condition of contract.
STRATEGY:
Timetables in alternative formats to be available on
request from operators.
RESPONSIBILITY: The Ministry of Transport and all
agencies providing transport services.
 All agencies provide timetables in alternative
formats on request.
See ‘Achieved.’
 New contracts with the Ministry require private
bus operators to offer timetables in accessible
formats and they have been reminded of this
obligation.
BUDGET: Within existing budgets.
Information about Transport Services
15
BARRIER: People with a disability do not always have
accessible information.
STRATEGY:
Implement newly improved format for bus timetables
(format and font easier to read).
RESPONSIBILITY: Ministry of Transport.
BUDGET: Within existing budgets.
ACHIEVED
 Development of new format for all Sydney and
Outer Metropolitan timetables advanced.
 All bus stops and ferry wharves have been
allocated a unique number that can be used to
access timetable information.
 Interactive Voice Response technology has been
operational for bus timetable information since 16
June 2003.
STRATEGY:
Introduce guidelines for transit stop signage and
wayfinding that maximises readability and legibility.
 Best Practice Guidelines for NSW Transport
Signage an d Information Displays available on
website at: www.transport.nsw.gov.au.
RESPONSIBILITY: Ministry of Transport.
 Further development of transport signage
requirements, including accessibility, is underway.
TARGET
All timetables to be
available in accessible
formats on request.
All Sydney and Outer
Metropolitan bus
operators to be using
new format by end2008.
Ongoing improvement.
BUDGET: Within existing budgets.
STRATEGY:
Provide information on accessible services for major
events in alternative formats with consistent style and
layout.
General and accessible event transport information is
available on the Transport Infoline 131 500, including
website, call centre and TTY facility.
No complaints from
persons with a
disability regarding
access to information
on major events.
RESPONSIBILITY: Ministry of Transport.
BUDGET: Within existing budgets.
Information about Transport Services
16
BARRIER: People with a disability do not always have
accessible information.
ACHIEVED
TARGET
The Passenger Transport Act (Taxi-cab Services)
Regulation 2001 requires drivers to issue receipts to
people with disabilities.
See ‘Achieved.’
STRATEGY:
The Passenger Transport Act (Taxi-cab Services)
To assist vision-impaired persons and people with
Regulation 2001 requires the use of auxiliary display
intellectual disabilities, auxiliary display units are required units when the fare is not visible.
where the taxi fare on the face of the meter might not be
visible at all times.
See ‘Achieved.’
STRATEGY:
To ensure passengers with disabilities are charged the
correct fare, taxi drivers are required to issue a receipt.
RESPONSIBILITY: Taxi industry and Ministry of
Transport.
BUDGET: No budget required.
RESPONSIBILITY: Taxi Industry and Ministry of
Transport.
BUDGET: No budget required.
STRATEGY:
Increase distribution and access to information re: NSW
Maritime services to persons with a disability.
RESPONSIBILITY: NSW Maritime.
BUDGET: No budget required.
Information about Transport Services
 NSW Maritime 131256 Infoline operates on a
seven day basis and includes a recorded
information service.
 Six core safety messages are available on the
NSW Maritime website
(www.maritime.nsw.gov.au) in four languages.
 The Safe Boating Handbook is also available on
the website with adjustable font size.
Information is
accessible and
consistent across voice
and data mediums.
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BARRIER: People with a disability do not always have
accessible information.
ACHIEVED
TARGET
STRATEGY:
Investigate information provision in alternate formats at
Motor Registries.
 An audio facility is available on the RTA’s Driver
Knowledge Test and Hazard Perception Test,
available in ten languages.
Ongoing improvement.
RESPONSIBILITY: RTA.
 There is a free interpreter service for other
languages.
BUDGET: Within existing budget.
 Information provision in alternate formats at Motor
Registries has been reviewed to ensure vision
and colour-impaired persons are not
disadvantaged.
STRATEGY:
Provide teletext to television advertising to assist persons
with a hearing impairment.
 Advertising agencies have been instructed to
ensure teletext captions are used in all RTA
television commercials.
RESPONSIBILITY: All agencies.
 All RailCorp television advertising includes
captioning.
Captioning to continue
in all television
advertising.
BUDGET: Within existing budget.
Information about Transport Services
18
BARRIER: The disability community is not always fully
informed of current and future projects to provide
accessible transport.
STRATEGY:
Consultation with Disability Groups; ageing boaters; and
young boaters with disabilities; regarding access
requirements of boaters with mobility problems and
implement outcomes.
RESPONSIBILITY: NSW Maritime.
ACHIEVED
TARGET
NSW Maritime consults with boaters with disabilities
Continued use of
on an ongoing basis in a variety of ways. For example established
with:
consultation
mechanisms.
 ‘Sailors with Disabilities’ over Sydney Harbour
Week; and
 Local Government Access Groups over funding
for local government boating facilities.
BUDGET: Within existing budget.
STRATEGY:
The establishment of the Local and Community
Transport Branch in the Ministry of Transport to provide
improved transport solutions for the transport
disadvantaged through:

Developing an integrated approach to better
coordinate and utilisatise existing transport
resources.

Improved service delivery at the local level.

Administering Community Transport funding.
 Local and Community Transport Branch
established;
 Transport Coordinators employed; and
Maintain better coordination of transport
services.
 Transport Working Groups in rural and regional
NSW and other working project partnerships in
Metropolitan Sydney established.
RESPONSIBILITY: Ministry of Transport.
BUDGET: Within existing budget.
Information about Transport Services
19
BARRIER: The disability community is not always fully
informed of current and future projects to provide
accessible transport.
STRATEGY:
Ensure consultation is carried out with the disability
community for the consideration of information,
infrastructure and other initiatives being progressed by
transport agencies
RESPONSIBILITY: Ministry of Transport in conjunction
with other agencies.
BUDGET: Within existing budget.
ACHIEVED
Establishment of the Accessible Transport
Consultative Group, with representatives from
Government, peak disability groups and industry, to
provide a forum in which:
 advice can be provided on the action planning
process and current initiatives; and
TARGET
Maintain consultation
mechanism with the
disability community,
industry, transport
agencies and other
affected stakeholders.
 the access concerns of the community can be
raised.
The disability sector and access consultants are
consulted on major rail infrastructure and train
projects.
Information about Transport Services
20
PHYSICAL ACCESS TO TRANSPORT SERVICES AND INFRASTRUCTURE
BARRIER: Transport vehicles may not be fully
accessible.
STRATEGY:
Provide access to portable boarding ramps on all CityRail
station platforms.
RESPONSIBILITY: RailCorp.
ACHIEVED
 Boarding ramps installed at 100% of operational
CityRail platforms.
TARGET
See ‘Achieved.’
 Tenders called to provide lighter ramps on
stations.
BUDGET: Within existing budget.
STRATEGY:
All new trains to carry portable boarding ramps.
New Hunter and outer-suburban cars carry ramps.
All new PPP suburban
cars to carry ramps.
Work continues.
Ongoing improvement.
RESPONSIBILITY: RailCorp.
BUDGET: Within existing budget.
STRATEGY:
Reduce the gap between the platform and train.
RESPONSIBILITY: RailCorp.
BUDGET: $6.88 million over 6 years to 2007-08.
Physical Access to Transport Services and Infrastructure
21
BARRIER: Transport vehicles may not be fully
accessible.
STRATEGY:
Improve colour contrast of the doors on the suburban rail
fleet to assist passengers who are vision-impaired.
ACHIEVED
TARGET
63% of existing CityRail fleet has contrasted doors.
Completion of the
existing fleet is
expected by 2008-09.
All new rail cars have improved door control, door
warning tone and digitised voice announcements
(DVA).
Continued installation of
improved door control
on existing suburban
rail cars.
STRATEGY:
Introduce accessible new rail rolling stock.

141 Millennium cars in service.

4 Hunter single deck diesel cars in service.
All Hunter cars in
service by end 2007.
RESPONSIBILITY: RailCorp.

8 OSC cars in service and ongoing manufacture
and delivery of remaining double deck electric
outer-suburban cars in progress.
RESPONSIBILITY: RailCorp.
BUDGET: Within existing budget.
STRATEGY:
Improve door control and provide door closing warning on
all existing suburban rail cars.
RESPONSIBILITY: RailCorp.
BUDGET: $18 million.
BUDGET: The following amounts have been committed:
 $466 million: 141 double-deck ‘Millennium’ cars.
 $102 million: 14 single-deck diesel Hunter Valley cars.
 $439 million:122 double-deck outer-suburban cars
(OSC).
 $3.6 billion - 626 double-deck suburban cars.
Physical Access to Transport Services and Infrastructure

Contract awarded and design development in
progress for PPP cars.
All OSC in service by
end 2008.
PPP cars progressively
in service from end
2010-2013.
22
BARRIER: Transport vehicles may not be fully
accessible.
STRATEGY:
Make all CountryLink coach services accessible.
ACHIEVED
TARGET
All contracted CountryLink coach services are
wheelchair accessible without prior notice.
See ‘Achieved.’
Accessibility requirements included in bus operator
rail replacement contracts.
See ‘Achieved.’

New contracts in place for metropolitan Sydney
and Outer Metropolitan areas.

Approximately 1,500 of the 4,000 buses in
Sydney (40%) and Outer Metropolitan areas
(24%) are currently accessible.

Action Plans submitted by operators in
compliance with new bus contracts.
Implement new contract
arrangements for rural
and regional services
with accessibility
compliance
requirements from mid2008.

All Sydney and Outer Metropolitan operators
are working to ensure they have at least 25% of
services timetabled as accessible with
timetables available on the 131 500 Transport
Infoline and website.
RESPONSIBILITY: RailCorp.
BUDGET: Within existing budget.
STRATEGY:
Improve accessibility of rail replacement bus services
used at night and during track work and emergencies.
RESPONSIBILITY: RailCorp.
BUDGET: Within existing budget.
STRATEGY:
The Bus Reform process to introduce new bus contracts
that require:
 Compliance with DDA Transport Standards;
 Preparation of Action Plans; and
 Consultation with roads authorities over bus
stops/facilities.
RESPONSIBILITY: Ministry of Transport.
BUDGET: Approximately $10 million per annum for the
range of increased obligations under new bus contracts.
Physical Access to Transport Services and Infrastructure
23
BARRIER: Transport vehicles may not be fully
accessible.
ACHIEVED
TARGET
STRATEGY:
Government to purchase only low floor, accessible buses.
All new buses purchased are low floor and
Compliance with the
accessible for wheelchairs. Approximately 40% of
timetable for the
Sydney Metropolitan and 24% of Outer Metropolitan Disability Standards.
RESPONSIBILITY: Ministry of Transport
buses were accessible in December 2007.
That is:
BUDGET: $115 million spent on new buses since October
 25% of services
2005.
accessible after five
years,
 55% after ten years,
 80% after 15 years,
and
 100% at 20 years).
STRATEGY:
Action Plans submitted by operators in compliance
Expand timetabled accessible services as buses become with new bus contracts commit to expanding
available.
timetabled accessible services in compliance with
DDA requirements.
RESPONSIBILITY: Ministry of Transport in conjunction
with operators.
BUDGET: Within existing budget.
Physical Access to Transport Services and Infrastructure
Compliance with the
timetable for the
Disability Standards.
That is:
 25% of services
accessible after five
years,
 55% after ten years,
 80% after 15 years,
and
 100% at 20 years).
24
BARRIER: Transport vehicles may not be fully
accessible.
STRATEGY:
Introduce strategies to reduce the cost of
owning/operating a Wheelchair Accessible Taxi (WAT) so
that WAT numbers increase and response times improve.
RESPONSIBILITY: Ministry of Transport with the taxi
industry.
BUDGET: Within existing budget.
Physical Access to Transport Services and Infrastructure
ACHIEVED
TARGET

In urban areas WAT licences are $1,000 per
annum and in the country they are free.

New network standards require response times
for WATs to meet those for standard taxis.
Continued assistance to
help the taxi industry
improve WAT response
times.

The requirement for a new vehicle has been
removed.

Interest free loans are available for the
purchase of WATs by regional operators.

WAT licence conditions require only a single
wheelchair instead of two.

A trial of a $10 payment to WAT drivers
undertaking WAT work on Christmas Day and
Easter Sunday was undertaken between
December 2005 to December 2007.

From December 2007, a trial of a $7.70
‘incentive payment’ for each WAT job has
commenced to encourage drivers to do more
WAT work.

The Ministry is actively monitoring compliance
with WAT licence conditions which require WAT
jobs to be given priority.
25
BARRIER: Transport vehicles may not be fully
accessible.
STRATEGY:
Review of the Taxi Transport Subsidy Scheme (TTSS).
Terms of reference are to:

address fraud risks including measures for dealing
with Scheme abuse;

ensure the full costs of the Scheme are identified and
the full benefits are realised;

improve service levels to beneficiaries; and

cater for the growth of the Scheme.
ACHIEVED

The report is under consideration.

The Ministry has established a program to audit
TTSS dockets and undertakes investigations
where it appears that they may have been
abuse of the TTSS.

The NSW Taxi Council has prepared a draft
Action Plan and has asked for comments from
stakeholders before publication.
TARGET
Ongoing improvement.
RESPONSIBILITY: Ministry of Transport.
BUDGET: Within existing budget.
STRATEGY:
Provision of advice to the taxi industry on action planning
for accessible transport outcomes.
Preparation of Action
Plans by the taxi
industry.
RESPONSIBILITY: Ministry of Transport.
BUDGET: Within existing budget.
Physical Access to Transport Services and Infrastructure
26
BARRIER: Transport vehicles may not be fully
accessible.
ACHIEVED
STRATEGY:
As people with disabilities may require specific car
restraint requirements for their private vehicles, the Roads
and Traffic Authority will review and develop standards for
a variety of restraint systems.

In 2006-07 the RTA Crashlab conducted a total
of 62 vehicle crash tests and 450 dynamic sled
tests including testing of child restraints,
wheelchair restraints, seat belts, bus seats,
aircraft seats and miscellaneous devices.
RESPONSIBILITY: Roads and Traffic Authority.

The following documents have been published
to provide certification requirements and
construction and equipment standards for
vehicles modified to transport people with
disabilities.
BUDGET: Within existing budget.

Physical Access to Transport Services and Infrastructure
-
Vehicle Inspectors’ Bulletin No.36 – Taxis
Designed to transport people in
wheelchairs;
-
Vehicle Standards Information No.21 –
Vehicles modified for people with
disabilities; and
-
Vehicle Standards Information No.2 –
Containing information on companies who
can modify hand and foot controls.
TARGET
Continued update of
requirements for car
restraints for drivers
with physical
disabilities.
These and are available on the website
www.rta.nsw.gov.au.
27
BARRIER: Accessible services are not always integrated
across transport modes and infrastructure.
STRATEGY:
Co-ordinate infrastructure upgrades that provide for
improved service integration, including development of
policy guidelines to be used as a reference by each
transport agency.
ACHIEVED
TARGET
In response to a commitment in the Government’s
‘Better Together’ initiative, the Ministry of Transport
and Treasury are currently discussing the
establishment of a working party to better coordinate infrastructure planning and investment.
Improved co-ordination
of infrastructure
planning and
investment.

Accessible bus services are timetabled to all
major events held at Sydney Olympic Park.

Ministry of Transport participates in committees
established for Moore Park, Central Sydney and
Sydney Olympic Park precincts.
Maintain or improve
levels of accessibility
for major events.
RESPONSIBILITY: Ministry of Transport/Treasury.
BUDGET: Within existing budgets.
STRATEGY:
Ensure accessible transport is available to major events
co-ordinated by Ministry of Transport’s Major Events Unit
(which coordinates event management to ensure a
seamless delivery of services to the public).
RESPONSIBILITY: Ministry of Transport.
BUDGET: Within existing budgets.
Physical Access to Transport Services and Infrastructure
28
BARRIER: Fixed transport infrastructure is not fully
accessible.
STRATEGY:
Ensure consideration of the access needs of people with
disabilities during the earliest stages of project planning.
RESPONSIBILITY: All agencies.
BUDGET: Within existing budgets.
STRATEGY:
Progressively upgrade access to existing CityRail
stations.
RESPONSIBILITY: RailCorp.
ACHIEVED
All recent major projects are accessible:

Airport Rail Link;

Sydney Light Rail;

Parramatta and Chatswood Transport
Interchanges accessible;

All new rail stations are designed to be
accessible (eg: three new stations on Epping to
Chatswood rail link); and

100% of trunk bus operations on the Liverpool to
Parramatta Transitway are accessible.

103 (34%) of stations and 70% of passengers
have independent wheelchair access.

An additional 21% of stations are wheelchair
accessible with the help of a friend or carer.

15 Easy Access upgrades under construction or
due to commence by end 2007-08 with 3
stations under construction under other
programs (eg: Rail Clearways).

4 stations in design.
BUDGET: $430 million invested in Easy Access Program
up to end December 2007. $43 million in 2007-08.
Physical Access to Transport Services and Infrastructure
TARGET
All new projects to
include consideration of
physical access needs
in the planning stage.
36% CityRail stations to
be wheelchair
accessible by end
2007-08.
29
BARRIER: Fixed transport infrastructure is not fully
accessible.
STRATEGY:
Improve accessible pathways on rail platforms.
RESPONSIBILITY: RailCorp.
BUDGET: Within existing budgets.
STRATEGY:
Platform crossfall rectification program
ACHIEVED

Vending machine contract includes installation /
relocation of machines in line with accessible
pathway requirements.

Platform audit of existing obstacles in planning
stage.
TARGET
Ongoing improvement.
Platform crossfall rectification program in progress.
Ongoing improvement.
Station Crowd Management Plans include
consideration of people with disabilities.
See ‘Achieved.’
RESPONSIBILITY: RailCorp.
BUDGET: $3 million 2006-2008
STRATEGY:
Ensure issues of people with disabilities are included in
Station Crowd Management Plans to ensure safe access
to heavily trafficked platforms.
RESPONSIBILITY: RailCorp.
BUDGET: Within existing budget.
Physical Access to Transport Services and Infrastructure
30
BARRIER: Fixed transport infrastructure is not fully
accessible.
STRATEGY:
Improve way finding in stations.
ACHIEVED
TARGET
Ongoing.
Ongoing improvement.
Ongoing.
All new retail
concessions to be
accessible.
Following joint State Transit/RTA trials, State
Transit's Bus Stop Style Guide has been distributed
to all parking enforcement agencies and contains
bus stop delineation standards (eg: kerb height and
access standards).
Reduced car and truck
parking infringements at
bus stops.
RESPONSIBILITY: RailCorp.
BUDGET: Within existing budget.
STRATEGY:
Ensure that all new retail concessions at railway stations,
ferry wharves and transport interchanges are accessible.
RESPONSIBILITY: RailCorp, State Transit Authority,
Maritime NSW and Ministry of Transport.
BUDGET: Within existing budget.
STRATEGY:
Review and enhance current improvement plan for
reducing car and truck parking infringements that prevent
accessible buses from deploying ramps at bus stops.
This includes bus stop delineation trials undertaken by the
Roads and Traffic Authority and State Transit.
RESPONSIBILITY: State Transit; Roads and Traffic
Authority.
The Guide is available on the State Transit website:
www.sydneybuses.nsw.gov.au.
BUDGET: Within existing budget.
Physical Access to Transport Services and Infrastructure
31
BARRIER: Fixed transport infrastructure is not fully
accessible.
STRATEGY:
Improve access to appropriate parking spaces for drivers
with mobility problems by:
ACHIEVED
TARGET

All Mobility Parking Authority Scheme holders
are now receiving automatic renewal notices.

The confidential register of authorised users of
the MPAS on DRIVES continues to be
maintained as is monitoring of the Mobility
Parking Scheme (MPS) in consultation with
peak disability groups.
Ongoing improvements
in administration and
delivery of the MPAS.

Ensuring all Mobility Parking Authority Scheme
(MPAS) users receive automatic renewal notices by
mail;

Maintaining a confidential register on DRIVES of
authorised users in the MPAS; and


Seeking the assistance of the Department of Ageing,
Disability and Home Care to review the criteria and
application of the MPAS to prevent its misuse by
unauthorised persons.
The fines for certain MPS offences have been
increased from penalty level 7 to penalty level
10.

The RTA introduced the NSW Photo Card, a
voluntary identification card to help NSW
residents who are 16 years or older and who
are unable or choose not to obtain a driver
licence and find it difficult to access services
that require photo identification.

The feasibility of adding an online application
form for NSW Photo Cards was investigated to
improve accessibility particularly for vision
impaired customers who experience difficulty
completing a form.

In 2005-06 the RTA developed transport access
guides for metropolitan motor registries to
provide its customers with an equitable and
sustainable option.
RESPONSIBILITY: Roads and Traffic Authority.
BUDGET: Within existing budget.
Physical Access to Transport Services and Infrastructure
32
BARRIER: Fixed transport infrastructure is not fully
accessible.
STRATEGY:
Review and enhance current improvement plan for
reducing car and truck parking infringements that prevent
accessible buses from deploying ramps at bus stops.
This includes bus stop delineation trials undertaken by the
Roads and Traffic Authority and State Transit.
RESPONSIBILITY: State Transit; Roads and Traffic
Authority.
ACHIEVED
TARGET
Following joint State Transit/RTA trials, State
Transit's Bus Stop Style Guide has been distributed
to all parking enforcement agencies and contains
bus stop delineation standards (eg: kerb height and
access standards).
Reduced car and truck
parking infringements at
bus stops.
The Guide is available on the State Transit website:
www.sydneybuses.nsw.gov.au.
BUDGET: Within existing budget
STRATEGY:
Ensure that all new ferry wharves incorporate accessibility
requirements.
RESPONSIBILITY: Ministry of Transport and NSW
Maritime.
BUDGET: Budgets allocated on a project by project
basis.
Accessible wharves completed at:
 Abbotsford;
 Elliott Street, Balmain;
 Chiswick;
 Cabarita;
 Kissing Point;
 Meadowbank;
 Stockton; &
 Circular Quay.
All new ferry wharf
projects to include
consideration of
physical access needs
in the planning stage.
The refurbishment of Manly Wharf incorporates the
accessible needs of users and a new lift disability
access for JetCat services has been installed at
Circular Quay.
Physical Access to Transport Services and Infrastructure
33
BARRIER: Fixed transport infrastructure is not fully
accessible.
STRATEGY:
Ensure regular inspection and maintenance of wharf
infrastructure to prevent safety problems for people with
disabilities.
ACHIEVED
Current maintenance contract provides for regular
inspections and out-of-hours emergency repairs.
TARGET
Ongoing improvement
in wharf safety.
RESPONSIBILITY: NSW Maritime.
BUDGET: Within annual maintenance budget.
BARRIER: The State Road network may not be fully
accessible.
STRATEGY:
Review pedestrian strategies and State Road network
standards to improve the quality of the road environment
for pedestrians with mobility impairments. This includes:
 The application of relevant Disability Standards to all
new infrastructure (such as kerb ramps, ramps to
pedestrian bridges and traffic signals);
 The development of Pedestrian Access Mobility Plans
(PAMPs); and
 Upgrading existing facilities such as traffic lights with
audio-tactile buttons.
RESPONSIBILITY: Roads and Traffic Authority.
ACHIEVED
TARGET

All new infrastructure works comply with the
relevant disability standards.
Ongoing improvement.

To develop integrated pedestrian networks, the
RTA helped local councils prepare Pedestrian
Access and Mobility Plans (PAMPs).

Seventy seven councils now have a PAMP
across the State, including five completed
during 2006-07.

The RTA also continued supporting councils to
implement these plans which enhance safety,
convenience and mobility on links between
public transport and other key centres of
pedestrian movement.
BUDGET: Within existing budget.
Physical Access to Transport Services and Infrastructure
34
BARRIER: The State Road network may not be fully
accessible.
ACHIEVED
STRATEGY:
Review road network standards and signage to improve
access, including access to emergency roadside
telephones, rest areas and bus stops.

The Roads and Traffic Authority Design Guide
requires that the requirements of people with
disabilities (location and height) be considered
when installing emergency roadside telephones.
RESPONSIBILITY: Roads and Traffic Authority.

Emergency roadside telephones and rest areas
continue to be progressively upgraded with
signage symbols and disabled access.

New assets include these features. All designs
for rest areas incorporate access and facilities
for people with a disability.

In 2006–07, seven new rest areas were built
and two were upgraded.

Maps showing rest areas are available from
motor registries and the RTA website.
BUDGET: Within existing budget.
STRATEGY:
Assist vision-impaired persons to see road marking in wet
weather and low light by using high visibility line markings
where needed.
High visibility road markings are used on 100% of
the NSW State Road network.
TARGET
Continue to consider
the needs of persons
with disabilities in
design and placement
of road network
infrastructure.
See ‘Achieved.’
RESPONSIBILITY: Roads and Traffic Authority.
BUDGET: Within existing budget.
Physical Access to Transport Services and Infrastructure
35
BARRIER: Fixed local government transport
infrastructure may not be fully accessible.
STRATEGY:
Provide advice on infrastructure requirements and action
planning to local government through liaison with the
Local Government and Shires Association (LGSA) and
presentations to Transport Working Groups.
RESPONSIBILITY: Ministry of Transport.
ACHIEVED


Presentations provided to the LGSA and to
Transport Working Groups in Gosford,
Campbelltown, Bankstown, Coffs Harbour,
Ballina, Orange, Bathurst and Newcastle in
2006 and 2007.
Advice also provided to WSROC, SSROC and
NSROC.
BUDGET: Within existing budget.
STRATEGY:
Consultation with Local Government during regional bus
network planning process to provide accessible
infrastructure to meet bus services.
TARGET
Continued provision of
assistance to local
government.
Ongoing improvement
in local government bus
stop infrastructure, in
line with the Transport
Standards.
Bus network planning ongoing in the Sydney
Metropolitan Area includes consultation with local
government.
Ongoing improvement.
Improving Transport Choice guidelines released in
September 2001.
Preparation of local
government transport
and land-use planning
instruments to include
consultation with
disability groups in the
early stages of plan
preparation.
RESPONSIBILITY: Ministry of Transport.
BUDGET: Within existing budget.
STRATEGY:
Promote Improving Transport Choice guidelines to
encourage local government to consult with disability
groups at early stages of transport and land use planning.
RESPONSIBILITY: Ministry of Transport, Roads and
Traffic Authority and Department of Planning.
BUDGET: Within existing budget.
Physical Access to Transport Services and Infrastructure
36
BARRIER: Pedestrian level crossings (at rail lines) may
have safety problems for people with disabilities.
ACHIEVED
STRATEGY:
The Level Crossings Working Group is examining access
for people with disabilities at pedestrian level crossings.

RESPONSIBILITY: Ministry of Transport, Independent
Transport Safety and Reliability Regulator, RailCorp and
Roads and Traffic Authority.

BUDGET: Within existing budgets.

BARRIER: The corporate facilities of Transport portfolio
agencies may not be fully physically accessible.
ACHIEVED
STRATEGY:
Undertake access audits as part of Asset Management
Plans and make changes where necessary.

RESPONSIBILITY: All agencies.

BUDGET: Within asset management budgets.

Physical Access to Transport Services and Infrastructure
Pedestrian level crossing design standards
have been amended following consultation with
and tests by disability peak groups of an
improved design.
In 2006-07, six major railway level crossing
upgrades were undertaken in NSW as part of
the Railway Level Crossing Safety Upgrade
Program. These major improvements included
converting sites from passive to active traffic
control by using lights, bells and boom gates.
At six sites across NSW signal lamps were
upgraded with LED. Minor road realignments
and investigations for future upgrade sites were
also undertaken.
Ministry of Transport (all offices), NSW Maritime
(Rozelle Bay and Kent St), RailCorp
(Chippendale) and State Transit (Strawberry
Hills) corporate offices are accessible.
The RTA’s 129 motor registries are accessible
and leased premises are progressively being
upgraded to full accessibility.
Sydney Ferries’ corporate offices are
accessible.
TARGET
Ongoing upgrades to
pedestrian level
crossing facilities.
TARGET
Ongoing improvement
of physical access to
transport agency
offices.
37
ACCESS TO COMPLAINTS PROCEDURES
BARRIER: Public transport passengers with disabilities
have indicated that complaint mechanisms are not fully
accessible.
ACHIEVED
STRATEGY: Review communication channels suitable for
persons with a disability and incorporate the results of the
review in the development of a new integrated customer
relations management system.
Achieved. A centralised complaints system is in
place through the 131 500 Transport Infoline by
telephone (131 500); TTY telephone (1800 637
500) and website (www.131500.com.au).
RESPONSIBILITY: Agencies providing transport
services.
In addition, customers can email the following
service providers:
BUDGET: Within asset management budgets.
TARGET
Maintain effectiveness of
centralised complaints
system.
 info@sydneybuses.nsw.gov.au (STA).
 customers@CountryLink.nsw.gov.au
(CountryLink).
CountryLink customers can also phone in
complaints to (02) 9379 4850.
STRATEGY: An improved customer feedback system is
being developed to increase taxi networks' accountability
for complaint handling to improve complaints procedures.
RESPONSIBILITY: Ministry of Transport in conjunction
with the taxi industry.
Achieved. The new Customer Feedback
Management System for taxi services is complete
and complaints can now be registered from
anywhere in NSW through the 131 500 Transport
Infoline.
See ‘Achieved.’
BUDGET: Within existing budgets.
Access to Complaints Procedures
38
EMPLOYMENT AND STAFF TRAINING WITHIN TRANSPORT AGENCIES
BARRIER: Corporate planning may not include
consideration of employees with disabilities.
STRATEGY:
All corporate plans should include Public Sector
Workforce Office approved strategies to encourage the
employment of people with disabilities and to assist their
continued employment.
RESPONSIBILITY: All agencies.
BUDGET: Within existing budgets.
ACHIEVED
All agencies have strategies to increase workforce
participation by people with disabilities and assist
their continued employment. This includes:
TARGET
Ongoing compliance.
 Workplace adjustments targeted in EEO Plans;
 Regular updates of staff disability profiles
through EEO surveys and/or induction data;
 Alternate information formats and technology
available;
 Flexible working arrangements; and
 Traineeship programs (underway at RailCorp).
BARRIER: Business planning may not include
consideration of potential passengers with disabilities and
road/NSW Maritime users with disabilities.
STRATEGY:
All business plans should include strategies to ensure
transport needs of people with disabilities are met.
RESPONSIBILITY: All agencies.
ACHIEVED
All planning includes the needs of people with
disabilities. For example, all new agency projects
are required to be fully accessible.
TARGET
Continued inclusion of
accessibility
requirements in
business planning by
agencies.
BUDGET: Within existing budgets.
Employment and Staff Training within Transport Agencies
39
BARRIER: Business planning may not include
consideration of potential passengers with disabilities and
road/NSW Maritime users with disabilities.
STRATEGY:
Incorporate the provision of equitable access to
employment and services as a requirement in the
performance agreements of Portfolio Chief Executive
Officers (CEOs) as required in the NSW Disability Policy
Framework.
ACHIEVED
TARGET
The requirement to include the increase of
accessibility as a performance measure is being
included in all CEO agreements as they are
updated.
Continued inclusion of
requirements to increase
accessibility in CEO
agreements.
All planning includes the needs of people with
disabilities. For example, all new agency projects
are required to be fully accessible.
Continued inclusion of
accessibility
requirements in
business planning by
agencies.
The Transport Data Centre (TDC) collects data to
better understand physical access barriers for
public transport in its continuous Household Travel
Survey and conducted a survey of the use of
Wheelchair Accessible Taxis in 2001.
Inclusion of survey data
in planning to improve
accessibility.
RESPONSIBILITY: All agencies.
BUDGET: Within existing budgets.
STRATEGY:
All business plans should include strategies to ensure
transport needs of people with disabilities are met.
RESPONSIBILITY: All agencies.
BUDGET: Within existing budgets.
STRATEGY:
Use of Portfolio services by people with disabilities should
be regularly surveyed and monitored.
RESPONSIBILITY: Ministry of Transport.
BUDGET: Within existing budgets.
Employment and Staff Training within Transport Agencies
40
BARRIER: Some Transport portfolio agencies may not
have had disability awareness training.
STRATEGY:
Ensure a disability awareness module is included in
employee induction programs (modules should deal both
with customers and fellow staff) and promote general staff
awareness of disability and access issues.
RESPONSIBILITY: All agencies.
ACHIEVED
 Disability awareness modules for induction
programs have been implemented by all
portfolio agencies.
Disability awareness
training introduced in all
agencies.
 In particular:
-
State Transit has produced a disability
awareness video that is shown during staff
inductions.
-
Sydney Ferries organised a disability
awareness presentation for general
purpose hands and cashiers given by
People with Disabilities.
-
NSW Maritime has a CD-Rom on customer
service for vision-impaired persons.
-
The RTA continued to provide staff training
in disability awareness comprising a video
for motor registry staff.
BUDGET: Within existing budgets.
Employment and Staff Training within Transport Agencies
TARGET
41
BARRIER: Public transport staff may not always
appreciate specific safety needs of people with
disabilities.
ACHIEVED
STRATEGY:
Safety training to include support for passengers with
disabilities.
 State Transit has produced a disability
awareness video that is shown during staff
inductions.
RESPONSIBILITY: All agencies providing transport
services.
 Revised wheelchair, pram and scooter policy
introduced in early 2003 indicates priority for
people with disabilities in use of the allocated
space in buses.
BUDGET: Within existing budgets.
TARGET
All front-line staff dealing
with passengers with
disabilities to have
undertaken safety
training.
 RailCorp’s EEO Management Plan includes
training development and delivery for frontline
staff.
BARRIER: Too few taxi drivers are trained to operate a
Wheelchair Accessible Taxi (WAT).
STRATEGY:
Provide free training to WAT drivers.
ACHIEVED
 The Taxi Advisory Committee allocates funding
to the NSW Taxi Council to cover cost of free
training provided to WAT drivers.
RESPONSIBILITY: Ministry of Transport and industry.
BUDGET: Funding allocated on a demand basis.
Employment and Staff Training within Transport Agencies
TARGET
Positive customer
feedback on service
levels and driver
performance for WATs.
 A WAT Driver Handbook was published in 2001
and reprinted in 2003.
42
PROMOTING POSITIVE COMMUNITY ATTITUDES
BARRIER: Users of public transport, roads and NSW
Maritime services who do not have disabilities may not be
aware of the access needs of people who do.
ACHIEVED
STRATEGY:
Promote transport initiatives that demonstrate that
improved access is beneficial for the whole community.
 RailCorp's Easy Access Program and State
Transit's Low Floor Bus Program are promoted
as beneficial for all transport users.
RESPONSIBILITY: All agencies.
 RailCorp’s Ethnic Affairs Priority Statement
targets the relationship between access and the
community.
BUDGET: Within existing budgets.
STRATEGY:
Preparation of information for media and public to
promote positive attitudes to people with disabilities.
RESPONSIBILITY: All agencies.
BUDGET: Within existing budgets.
 State Transit has prepared a video to promote
disability awareness and the ‘Access for All’
brochure promoting accessible services to all
members of the public.
 RailCorp has produced the ‘Accessing CityRail’
brochure promoting accessible services and
undertaken major information campaigns to
promote new accessible services and facilities.
TARGET
All future access
initiatives marketed to
the wider community,
not just the disability
community.
All information available
to the public to include
consideration of, and
promote positive
attitudes to, the transport
access needs of people
with disabilities.
 Disability access locations are being indicated
on all NSW Maritime maps and it continues to
promote the Sailability Program.
Promoting Positive Community Attitudes
43
BARRIER: Users of public transport, roads and NSW
Maritime services who do not have disabilities may not be
aware of the access needs of people who do.
STRATEGY:
Ensure Annual Reports reflect the achievements in
improving equity of access.
ACHIEVED
TARGET
All agencies comply with the requirements of the
NSW Disability Policy Framework to report on the
provision of accessible services and the completion
of a disability action plan in their annual reports.
All information available
to the public to include
consideration of, and
promote positive
attitudes to, the transport
access needs of people
with disabilities.
ACHIEVED
TARGET
RESPONSIBILITY: All agencies.
BUDGET: Within existing budgets.
BARRIER: Wheelchair Accessible Taxis (WAT) are not
well accepted by the public for general hiring. This affects
the profitability of WAT (Maxi-Taxi) services by making the
licences less popular with industry.
STRATEGY:
Work with the Taxi Advisory Committee to develop
initiatives to promote the use of WATs, and monitor
impacts.
RESPONSIBILITY: Ministry of Transport with the taxi
industry.
BUDGET: Within existing budgets.
Promoting Positive Community Attitudes
 WAT (Maxi Taxi) drivers may accept multiple
hirings from 2 or more hirers and then charge
each hirer only 75% of the fare.
 WAT licence conditions no longer require a
minimum number of wheelchairs (two) to be
accommodated in a WAT. This encourages a
mixed WAT fleet of double and single
wheelchair vehicles.
Continue to develop and
implement initiatives to
promote the greater use
of WATs.
44