The reporter has raised a safety concern regarding a platform height / train carriage misalignment issue at [Location 1] station, [State] on ([Location 2] line).
At the centre of the concern is that the misalignment creates an increased risk of upsets, falls and injuries during passenger boarding and alighting, particularly with wheelchair users requiring driver assistance.
The reporter states, 'The platform appears to be sinking over time and all carriages are misaligned. I understand it is the worst on platform 2.'
The reporter further states, 'Wheelchair boarding happens with driver assistance and there have been several incidents of wheelchair users falling out of their wheelchairs, or drivers needing to intervene to catch them or push them at this location. There have been issues of drivers sustaining injuries catching wheelchair users, and whilst we are instructed to stand well clear, human instinct is to help when someone is falling. The height gap is well out of safe standard expectations for wheelchair users, and the platform needs to be upgraded to allow for safe wheelchair ramp deployment as well as regular passenger boarding.'
The reporter advised that this is a known issue to [Operator]. A circular was recently issued and subsequently withdrawn without any improvements or explanation. (Circular supplied to the ATSB and ONRSR)
In response to REPCON RR2025-00079, the operator provides the following response:
Platform movements resulting in increased gap between platform and train
- Platform vertical and horizontal clearances are measured annually, as part of the platform – close and detailed inspection, to monitor any changes.
- At this location, the gap is a legacy construction constraint. Infrastructure maintenance and renewal works are limited in ability to rectify legacy platform gaps due to historical platform construction standards and significant impact to adjacent infrastructure.
- A [project] called the [project name] delivered by [the project manager] has listed [Location 1] platform 2 and 3 to be renewed in [the next 18 months]. This is funded and going through design development and should reduce this legacy issue.
Increased risk of falls and injuries during passenger boarding and alighting – particularly with wheelchair users requiring driver assistance.
- An incident occurred at [Location 1] station with a wheelchair passenger, and [Operator] made the decision to remove the use of the ramps ([Circular 1] was issued [date]) and having arrangements in place via taxis to transport passengers. This decision introduced risks such as human rights and disability act breaches.
- On [date] the business conducted a risk review on [risk name] staff or member of public injury while alighting or boarding train (platform side). The team could not find any other incidents in [reporting system] at [Location 1] where a passenger had fallen out of a wheelchair as claimed and this was considered in the risk review.
- Post the risk assessment, the [Position title] made the decision to reinstate the use of wheelchair ramps ([Circular 2] was issued [three days after Circular 1])
- [Operator] acknowledges there is more work to do here to improve our controls and these are being addressed as per the risk review actions.
ONRSR confirms receipt of ATSB REPCON report number RR2025-00079 regarding platform height misalignment at a specific rail station in [State]. ONRSR has reviewed the reporter’s concerns and operator’s response.
ONRSR notes the actions being taken and is aware of the operator’s gap mitigation program. The information in the REPCON report has been considered in the scoping of a regulatory activity to be scheduled as part of the 2025-2026 ONRSR national work program.