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Key Actions

Disability Inclusion Action Plan 2018 - 2022

Key Actions

Liveable communities

As a person with disability, a liveable community means:

  • I can get where I need to go in safety and with dignity.
  • I can use public transport and facilities.

I enjoy the same comfort and convenience as other customers on my journeys.


1.01 Progressively improve accessibility of train stations

Continue the roll out of the Transport Access Program across NSW to increase accessibility to stations on the basis of prioritised need.

Provide a listing of stations and wharves to be upgraded with estimated time of construction as each new tranche of the Transport Access Program is announced.

Build major new rail infrastructure projects, such as Sydney Metro, to be fully accessible and ensure they are tested by customers.

Investigate ways to improve level access to trains from platforms, including the potential for temporary platform humps.

Work with local government and other partners to plan a whole of precinct approach to accessibility during station upgrades.

Apply inclusive design principles when upgrading stations to maximise accessibility and customer experience.

Progressively upgrade or remove pedestrian level crossings at stations that are not accessible for people with disability.

Plan customer information zones at stations, to provide customers with real-time visual and audio service information.

Install hearing augmentation where passenger address systems are used as part of station accessibility upgrades.

Consider new facilities at train stations including adult change facilities and mobility device charging points in high patronage locations.

Introduce a policy for the consistent application of tactile ground surface indicators and investigate ways to improve the maintenance of existing indicators on the network.

1.02 Progressively improve the accessibility of the train fleet

Invest in a new, accessible, intercity train fleet.

Introduce new, accessible trains to the Sydney Metro line.

Ensure new fleet procurements are accessible and meet DDA requirements.

Upgrade the present fleet, where possible, to improve accessibility.

Progressively add visual information displays to the train fleet.

Progressively add clear, automated audio announcements to the train fleet.

Progressively install hearing augmentation on trains and conduct user testing for functionality.

1.03 Progressively improve the accessibility of bus stops

Issue guidelines on bus stop design standards for accessibility and the reduction of barriers.

Investigate and develop a feasible program to accelerate upgrades to bus stops by councils.

Improve information about the accessibility of bus stops in metropolitan areas to prioritise upgrade works and help customers choose accessible journeys.

Provide raised lettering and braille to indicate bus stop numbers.

Apply inclusive design principles when upgrading and building new bus stops to maximise accessibility and customer experience.

Apply accessibility principles to customer information at bus stops.

1.04 Progressively improve the accessibility of the bus fleet

Progressively replace non-compliant buses with low floor, accessible buses built to design specifications that comply with Transport Standards.

Place accessible buses on priority routes and expand timetabled accessible services.

Prioritise the provision of accessible services across the network in service planning.

Continue to develop practical means of improving visual and audio passenger information on the bus fleet.

Conduct research into appropriate tie down systems for use on buses travelling over long distances and higher speeds.

1.05 Progressively improve the accessibility of ferry wharves 

Continue the roll out of the Transport Access Program to increase accessibility to wharves on the basis of prioritised need.

Work with local government, other partners and land owners to develop a whole of precinct approach to accessibility when upgrading wharves.

Apply inclusive design principles when upgrading and building new ferry wharves to maximise accessibility and customer experience.

Continue to provide accessible visual and audio information at wharves.

1.06 Progressively improve the accessibility of the Sydney Ferries fleet 

Progressively modernise the Sydney Ferries fleet, with the delivery of new accessible ferries.

Ensure the customer experience of people with disability is prioritised during the upgrade of the ferry fleet.

Continue to provide accessible visual and audio information on-board ferries.

1.07 Progressively improve the accessibility of interchanges 

Continue the roll out of the Transport Access Program to improve access to interchanges and commuter carparks.

Build new interchanges that meet accessibility standards.

Work with local government and other partners to deliver a whole of precinct approach to accessibility during interchange upgrades.

Apply inclusive design principles when upgrading interchanges to maximise accessibility and the customer experience with seamless transfers between modes.

Promote the use of the Commonwealth’s ‘Whole of Journey’ guide for accessibility to local government and infrastructure agencies.

1.08 Implement measures to increase access to taxi services by people with disability 

Influence the Commonwealth through the standards modernisation process to include accessibility features within point to point vehicles including taxis.

Explore options for disability awareness training for all point to point drivers.

Investigate ways to apply existing taxi industry incentives, such as the TTSS, to a broader range of services in the future.

Investigate ways to better target subsidies and incentives for improved point to point services for customers with disability.

Work with councils to review taxi ranks in their area to determine rank accessibility, and identify areas where improvements can be made.

Transition from paper based to electronic fares for subsidised point to point journeys.

Collaborate with people with disability to develop guidelines for best practice for taxi rank locations and features for use by taxi industry and local councils.

1.09 Road and private transport services support the mobility of people with disability and older people

Work with councils and their rangers to ensure access to the MPS is up-to-date.

Continue to draft guidelines about permissible vehicle modifications for drivers and passengers with disability.

Continue to licence certifiers with the appropriate skills and experience to ensure the safety of vehicle occupants and other road users in relation to vehicles modified for drivers with disability.

Ensure there are adequate accessible parking spaces at transport nodes.

1.10 Improve the walking and cycling environment for all users 

Consider walking and cycling needs, including the needs of people with disability, in all transport projects.

Include upgraded footpaths and safe road crossings in the planning and design of transport facilities where practicable.

Provide partnership funding, through the Walking Communities Program, to assist councils to improve walking infrastructure and promote walking as a means of transport.

Improve pedestrian crossing safety including extensions to crossing timings in key locations, particularly at intersections.

Provide separation of walking and cycling where possible in accordance with Austroads and RMS guidelines and review the application of the guidelines to shared paths to promote safer interaction between people walking and cycling.

Ensure that all new road works undertaken by RMS affecting pedestrian crossing points or bus stops complies with the Transport Standards.

Continue to support councils to deliver road safety initiatives for older people and people with disability through the Local Government Road Safety Program (LGRSP).

Monitor new and emerging mobility aids that become available to the market to identify safety issues.

Undertake qualitative research with mobility aid users and retailers to identify issues relating to safety, operation, access assessments and training needs.

Continue to work with Standards Australia to develop a national labelling scheme and safety standards for mobility scooters.

Promote mobility scooter safety.

1.11 Provide accessible transport at major events

Ensure accessible, low floor buses are used at major events.

Organise special event transport to pick-up and drop-off at accessible stops.

Provide digital information about special event transport arrangements in an accessible format.

Continue to provide event-specific visual and audio information at train stations and interchanges.

1.12 Improve access to transport for people with disability in rural communities 

Prioritise projects in the Country Passenger Infrastructure Grants Program that improve the accessibility, safety and amenity of bus stops and kerbside infrastructure in rural, regional and remote areas.

Operate fully accessible coaches on NSW TrainLink’s timetabled bus routes.

Work with NSW TrainLink to review the location and accessibility of existing coach stops.


Accessible systems and processes

As a person with disability, accessible systems and processes means:

  • I have access to the support systems I need.
  • I have a say in the future of transport.
  • I know there are checks and balances in place to protect my interests.
  • I can look forward to a future of better transport accessibility.


2.01 Accessibility is a performance criteria for public transport products and projects

Refresh business requirements for infrastructure projects to ensure that accessibility objectives, which prioritise customer experience as well as compliance with standards, are included in the project scope.

Ensure all Business Requirement Statements for Transport Access Program projects reflect approved design standards and comply with DDA requirements.

Require all new and refurbished transport infrastructure and conveyances to meet customer focused design standards and comply with DDA requirements.

Require transport information to meet DDA requirements and to be accessible from trip planning to arrival.

Ensure maintenance of accessibility features is built into ongoing maintenance budgets.

Work closely with Transport cluster agencies to review minor upgrade and refresh programs and ensure they address accessibility.

Ensure that accessibility is considered in planning for public transport services.

Continue to provide Transport Standards training to staff involved in infrastructure delivery.

DDA certification to be provided for 100 per cent of project construction completions.

2.02 Standards are developed, maintained and updated 

Extend the scope of the existing Customer Information Systems Standard to include digital signage for train, bus, rail, ferry and light rail fleet and infrastructure.

Continue to develop standards based approaches to delivering accessibility outcomes on all transport modes.

2.03 Ensure that contracted public transport services provide accessible services 

Build industry capability to design and construct accessible transport infrastructure.

Ensure that disability action plans are a requirement of contracts with transport service providers.

Ensure all contracted transport service providers train their staff about accessibility issues.

Ensure all providers of contracted services for rail replacement and NSW TrainLink coaches are trained appropriately in the requirements for seating in vehicles in relation to Australian Safety Standards.

2.04 Provide contracted alternative transport services for people with disability who are unable to access public transport

Implement service contracts for specialised community transport services for people with disability.

Deliver a centralised trip allocation and booking system for community transport.

Implement a pilot of Community Transport Program funding for Travel Training in metropolitan Sydney and Lower Hunter, before a statewide implementation from 2018 onwards.

Trial three vehicle prototypes with several community transport service providers to evaluate their potential to meet the needs of people with disability.

2.05 Ensure systems and processes are accessible 

Ensure the process of applying for passes and concessions is accessible.

Ensure the complaint and feedback process is accessible.

2.06 Support, influence and participate in disability initiatives of other jurisdictions and nationwide

Participate in, and influence the development of national accessible transport legislation and standards.

Work with councils on urban design and transport initiatives.

Work closely with Transport cluster agencies to ensure initiatives are coordinated and aligned.

Share knowledge for best practice and lessons learnt with other transport jurisdictions and national agencies including the Disability Council and Australasian Railways Association.

2.07 Governance and reporting

Report on the progress of the actions in the Plan to the ATAC quarterly.

Report on the progress of the actions in the Plan and key accessibility metrics, in Transport for NSW’s annual report.

Conduct forums to inform people with disability about implementation of the Plan.


Accessible customer information technology and research

As a person with disability, accessible customer information technology and research means:

  • I can get the information I need, when I need it.
  • I can plan my journeys ahead of time.
  • I can use technology to improve my customer experience.
  • I can contribute to customer insight.

3.01 Provide information about transport services that is accessible to all customers 

Ensure 100 per cent compliance for all Transport for NSW web based information in alignment with WCAG 2.0 requirements.

Ensure all new uploads for all Transport for NSW websites are compliant with NSW Government standards for accessibility.

Develop website accessibility standards and guidelines that ensure all websites across the cluster are functional for customers with disability, and that their usability is tested or certified prior to release.

Continue to look for new ways to make information from maps more accessible for people with vision impairment.

Promote First Stop Transport – an online travel training resource, and provide funding to community transport service providers to assist older people and people with disability gain confidence to use public transport.

Provide information in Auslan, including information on major projects and journey planning websites and apps.

Investigate opportunities to better promote train station staffing hours on the Transport Info website.

3.02 Offer tailored journey planning for customers with disability 

Provide timetable information for all transport services on accessible websites and in alternative formats on request.

Show details of accessible bus routes and the accessible access points to stations and wharves online.

Ensure digital station and interchange guides include details of lifts, accessible ramps, access to other modes and other information for accessible travel.

Promote the Travel Training Program and work with service providers and registered training organisations to develop travel trainers who can offer travel training and tailored journey planning on an individual and small group basis.

Provide accessibility information through Sydney Harbour Boating Destinations to enable accessible journey planning for tourist and recreational boating for people with disability.

Conduct a desktop audit of accessible features at Sydney Trains, NSW TrainLink and Sydney Ferries networks and make information available accessible on websites and in alternative formats on request.

3.03 Use technology to improve the provision of accessible transport information 

Work with app developers to provide transport accessibility information, including real-time data and encourage developers to create transport apps specifically for people with disability.

Continue to improve accessibility features and improve up to date information of existing transport apps.

Ensure data about accessible transport is available to app developers through the Open Data program.

3.04 Ensure accessibility of passenger information and wayfinding

Ensure the quality and coverage of audio and visual information meets the relevant Transport Standards.

Continue to roll out radio school for both on-board and station staff to assist in improving announcements including consideration of the sequence and intervals of announcements.

Use international/recognisable symbols to identify accessibility features at train, bus, ferry and light rail facilities.

Provide real-time information regarding lifts that are closed for maintenance or repair.

Use the international symbol for deafness where hearing augmentation is available.

Ensure new signage and wayfinding is planned to meet the needs of customers with disability and ensure digital communication is WCAG 2.0 compliant.

Work with the Taxi Industry to map and promote locations of taxi ranks throughout Sydney metropolitan areas.

3.05 Provide inclusive information, campaigns and marketing materials

Use plain and clear English in all public transport information and marketing material.

Include positive images of people with disability in publications, websites and promotional materials.

Ensure that the visual elements of advertising are audio described and on-screen text information verbalised to assist customers with vision impairment.

Invest in the development of a photo library which represents realistic images of public transport use by people with disability.

Adapt communications to promote disability awareness, and encourage courtesy among all customers on public transport.

3.06 Increase our insight into the travel needs of customers with disability and older people through qualitative research

Continue to include accessibility among customer indicators in the Transport Customer Satisfaction Survey.

Assess the accessibility of public transport using metrics gained from the Transport Customer Satisfaction Survey.

Use evidence-based findings from the Community Transport Customer Value Proposition research to help prioritise activities that will assist service improvements.

Investigate opportunities for improved data capture and analysis from the Customer Feedback Management System to find trends in disability related complaints.

Analyse the travel needs of people with disability through appropriate primary research and other relevant data sources.

3.07 Monitor emerging technologies and opportunities

Monitor new and emerging technologies that can assist people with disability using public transport.

Monitor advances in transport accessibility in other Australian jurisdictions and overseas to identify emerging opportunities.

Conduct ongoing monitoring of the performance of the Opal card and investigate ways accessibility could be improved.

Inclusive customer service and feedback

As a person with disability, inclusive customer service and feedback means:

  • I receive friendly, respectful and efficient customer service.
  • I can provide feedback about my experiences with the transport system.
  • My feedback is valued and acted upon.

4.01 Develop and promote a culture of inclusion and customer service among Transport for NSW staff and our transport delivery partners

Provide disability and age awareness training to 100 per cent of frontline customer service staff.

Provide training for customer service staff in the operation of accessibility equipment.

Continue to ensure customer service staff are trained for unplanned disruptions and the specific needs of people with disability.

Progressively introduce audio-visual materials featuring people with a range of disabilities, to support disability awareness training and its move to online delivery.

Introduce disability awareness training for call centre operators.

4.02 Increase opportunities for feedback from, and ongoing engagement with, people with disability, their carers, and disability peak bodies

Continue to consult people with disability through the ATAC on plans for future transport improvements, infrastructure, products and services.

Ensure all public consultations to inform future transport outcomes are accessible by people with disability and enable public consultation through alternative methods such as phone, online and video.

Involve people with disability in design testing and lessons learnt for new public transport fleet and infrastructure and ensure that the intended use of feedback is outlined.

Ensure First Stop Training resources are kept up-to-date through ongoing monitoring, analysis and engagement with the sector.

Improve capacity to consult people with disability in rural NSW.

Inclusive employment

As a potential or current employee with disability in the Transport cluster, inclusive employment means:

  • I can find employment that matches my skillset.
  • I feel valued and supported by my manager and colleagues.
  • My career development reflects my abilities as an employee.
  • My workplace environment, systems, processes and equipment are accessible.

I can access reasonable adjustments and flexible working arrangements.


5.01 Foster an inclusive workplace culture

Promote inclusive workplace practices, particularly flexible working arrangements, to support the needs of staff with disability and staff who are carers of people with disability.

Provide managers and staff with information, toolkits and support in relation to working with people with disability.

Provide leadership training which includes disability case studies and the principle of reasonable adjustment.

Showcase skills and experience of staff with disability on International Day of People with Disability.

Create a workplace environment that values diversity and inclusion and is free from bullying and harassment.

Enhance and encourage self-identification of staff with disability and ensure that systems and processes are in place to allow confidential self-identification.

5.02 Representation levels and the recruitment experience

Ensure that 5.6 per cent of employees across the Transport cluster identify as having a disability by 2022.

Establish baseline data on the current workforce with disability through the Diversity Data Project.

Ensure staff and managers involved in recruitment are trained in diversity and inclusion principles, are aware of disability, workplace adjustments and diversity strategies.

Require third party agencies assisting in recruitment or procurement to demonstrate a thorough understanding of diversity and inclusion principles, including Transport for NSW’s commitment to improving employment outcomes for people with a disability.

Include a message in each vacancy advertisement reinforcing Transport for NSW’s commitment to diversity.

Develop strategic partnerships with disability employment networks to support staff and new recruits with disability.

Offer entry level programs with targets for staff with disability.

5.02 Representation levels and the recruitment experience (continued)

Offer targeted positions to people with disability.

Develop relationships with disability employment agencies to promote employment opportunities to people with disability.

Look for opportunities to advertise employment opportunities in media specifically targeted to people with disability.

Use a social procurement policy to generate employment for people with disability.

5.03 Workplace accessibility

Continue to ensure that new and existing workplace facilities meet the needs of staff and visitors with disability.

Undertake appropriate workplace adjustments for staff with disability.

Develop resources and guidelines on reasonable workplace adjustments for staff with disability.

Ensure that when designing and procuring information and communications technology and business systems that accessibility outcomes are prioritised.

Organise suitable transitional duties for workers returning to work while recovering from a work-related injury.

5.04 Career development

Provide appropriate ongoing support for new staff who have disclosed a disability, and their managers.

Support disability networks for staff to facilitate consultation and provide development opportunities.

Ensure that employees with disability meet their full potential by having the same access to career development and leadership training and opportunities as other workers at the same grade.

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