NSW Trains’ methods of providing safety information to passengers (including verbal safety briefings, onboard guides and signage) did not provide reasonable opportunity for all passengers to have knowledge of what to do in an emergency.
The ATSB believes that the changes to the safety briefing system that have been implemented by NSW Trains will provide reasonable opportunity for passengers to access safety information. Therefore, the associated safety issue has been assessed as adequately addressed.
NSW Trains advised that (in addition to existing methods of providing safety information) it had installed onboard safety signage (decals) on all its regional fleet. The signage provides guidance to passengers on actions for them to take in the case of an emergency. NSW Trains also advised that it was undertaking a review of its guidance material for on-board staff and trialling the introduction of a crew safety pre-departure briefing.
The ATSB acknowledges that NSW Trains has introduced additional onboard safety signage, however the ATSB considers that further improvements can be made to the way safety information is conveyed to passengers including in the format of onboard safety guides and the procedures for verbal briefings. Accordingly, the ATSB considers that it is appropriate to issue the following recommendation.
NSW Trains advised that it is undertaking the following actions:
Development of formalised active engagements with passengers regarding what to do in case of an emergency:
Development of monitoring and evaluation measures to track efficacy:
The ATSB acknowledges NSW Trains' action plan which details the introduction of updated and additional means of providing safety information to passengers, before travel and in the event of an emergency and assurance processes to ensure standards are maintained. The ATSB will continue to monitor, with the view that, once implemented the safety issue will be addressed.
NSW Trains advised: 'Consultation on onboard announcements and associated posters and updated seat pocket cards has been undertaken, with a few minor changes to be implemented. We are still on track to undertake printing and implementation in March. These will include a braille and easy-read copied that crew will have available.
Scripts for associated emergency information video has been part of this development and consultation. Once completed it will be available on YouTube with links provided to customers on email correspondence, on tickets, and on our website.
Planning is underway to do an onboard audit of posters and decals to ensure that they are alighted with the updated safety & emergency material. An annual assurance program is also being developed along with passenger surveys.'
The ATSB will continue to monitor the progress of NSW Trains actions, with the view that the safety issue will be addressed once implemented.
On 18 June 2025 NSW Trains implemented the following, with reference to the information provided to passengers:
The ATSB believes that the changes to the safety briefing system that have been implemented by NSW Trains will provide reasonable opportunity for passengers to access safety information. Therefore, the associated safety issue has been assessed as adequately addressed.
The Australian Transport Safety Bureau recommends that NSW Trains undertake further work to improve the methods used to provide safety information to ensure that passengers are given a reasonable opportunity to gain knowledge of what they may be required to do in the event of an emergency.
NSW Trains advised that it is undertaking the following actions:
Development of effective onboard passenger safety information assets:
Development of formalised active engagements with passengers regarding what to do in case of an emergency:
Development of monitoring and evaluation measures to track efficacy:
The ATSB acknowledges NSW Trains' action plan which details the introduction of updated and additional means of providing safety information to passengers, before travel and in the event of an emergency and assurance processes to ensure standards are maintained. The ATSB will continue to monitor, with the view that, once implemented the recommendation will be addressed.
NSW Trains advised the following:
It is finalising both updated passenger emergency evacuation instruction seat pocket cards as well as scripts for onboarders to support consistent and accurate communication both in advance of and in the event of an emergency.
Scripts will be tested in a range of scenarios and consulted on before finalising and rolling out training to our onboard staff. Consultation will include a range of internal and external stakeholder groups, including multi-cultural and disability.
The ATSB will continue to monitor the progress of NSW Trains' actions, with the view that the safety issue will be addressed once implemented.
On 18 June 2025 NSW Trains implemented the following, with reference to the information provided to passengers:
The ATSB believes that the changes to the safety briefing system that have been implemented by NSW Trains will provide reasonable opportunity for passengers to access safety information. Therefore, the associated safety issue has been assessed as adequately addressed.
