Support for rail commuters across the Hunter and northern NSW will come from a new state-of-the-art hub at Maitland train station.
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A Regional Customer Support Centre, designed to relieve confusion and stress for rail commuters, has been opened in Maitland.
The new hub is equipped with computer monitors that display up-to-the-minute transport data and live feeds from CCTV cameras at train stations across the region.
TrainLink NSW north general manager Brad Dixon said the Maitland base would eventually help commuters at regional stations across northern NSW.
He said staff would monitor activity at the support centre 24 hours a day and would help commuters with a range of issues including confusion about whether they are on the correct platform, concerns about whether they had missed a service, or if they had a security concern.
Mr Dixon said the system, which had already been rolled out in Sydney, had also been used recently to keep people a safe distance from the edge of the tracks.
“Maitland is a key as a regional hub in the north region,” he said.
“It’s about using technology – CCTV, help points, commuter phones and the long-line PA systems – to provide remote support to customers.
“Where a customer might be at a location that doesn’t have staff or isn’t attended, the regional support centre will be able to come in using technology and answer questions or provide advice.”
The Maitland centre will initially provide help to Newcastle and Central Coast stations, but will soon be expanded to assist major regional stations in Armidale, Casino, Coffs Harbour, Gloucester, Grafton, Gunnedah, Kempsey, Moree, Murwillumbah, Narrabri, Tamworth, Taree and Wauchope.
Transport Minister Andrew Constance said the Maitland support centre was the first of its kind for regional NSW.
“In the past, this service was provided to customers remotely from Sydney with the help of a small team in the Hunter with limited technology,” he said.
“This new centre is a smarter and safer way of working and means our train customers know they’re being looked after by a team of regional staff located closer to the action.
“It also means if a safety or security incident does occur, NSW TrainLink can work directly with local police commands and other authorities to speed up the response.”
