Assistance Animals

Assistance Animals

Assistance Animals

For the safety and comfort of all customers, animals are not permitted on any Queensland Rail Travel service with the exception of guide, hearing or assistance animals.

All approved guide, hearing and assistance animals will be carried free of charge on Queensland Rail Travel services.

Guide, hearing and assistance animals must be suitably trained to assist a person with a disability to alleviate the effect of their disability and to meet standards of hygiene and behaviour that are appropriate for an animal in a public place.

An assistance animal is not a pet or an animal trained to assist people who do not have a disability (e.g. guard dog or mustering dog).

In accordance with the Queensland Rail Travel Policy, customers who are unable to produce sufficient evidence of their need for an assistance animal as well as evidence that the animal has been trained appropriately may be refused travel with their assistance animal.

Assistance animals most commonly assist customers who:

  • Are blind or vision impaired;
  • Are deaf or hearing impaired;
  • Have little or no use of their limbs;
  • Have a medical condition where there are episodes of loss of consciousness such as sever epilepsy or unstable diabetes; or
  • Have some form of anxiety disorder.

 

 

Translink Assistance Animal Pass

Information and application process can be viewed on the TransLink website

Handler Identity Cards

Issued by the Queensland Government to individuals approved under the Guide, Hearing and Assistance Dogs Act 2009. The Handler Identity Card includes a photo of the handler and their dog

Passes for trainers and badges/ coats for certified dogs

Issued by Queensland Government Communities approved institutions and trainers listed on the Department of Communities website

Dogs and puppies

In training that are registered with the Department of Communities

 

Sample Images of Identification for Handlers/Trainers and Animals

Primary Handler Identification

Primary Handler Identification

Alternative Handler Identification

Alternative Handler Identification

A Guide Dog - wearing a harness

Guide Dog

A Lions Hearing Dog - wearing an identifying coat and lead

Lions Hearing Dog

It should be noted that dogs may wear other badges or branding in addition to this badge of certification.

Queensland Rail Travel has the right to refuse entry to its premises or vehicles by customers accompanied by animals; if the person with the disability does not provide sufficient evidence that the animal is an assistance animal or that the animal is trained to meet standards of hygiene and behaviour that are appropriate for an animal in a public place.

If the animal does provide assistance to the customer to alleviate the effects of a disability, a customer must apply with Queensland Rail Travel for approval prior to making a booking.

In accordance with the Queensland Rail Travel Policy, customers who are unable to produce sufficient evidence of their need for an assistance animal as well as evidence that the animal has been trained appropriately may be refused travel with their assistance animal.

Queensland Rail Travel will take the following information into consideration when processing an application.

  • Breed
  • Demeanour
  • Training (including sanitary requirements)
  • Nature of the assistance provided

Animals not considered are:

Breeds that are banned by local government authorities such as pit bull terriers
unacceptable
Savage, excitable and noisy dogs or other animals
unacceptable
Dogs or other animals that do not respond to control and assistance commands
unacceptable
Dogs or other animals that are not toilet trained for public places and public passenger vehicles
unacceptable
Dogs or other animals that do not provide assistance to the customer that alleviates the effect of a disability and are for the purpose of companionship only.
unacceptable

 

Customers are responsible for the handling and correct care of their animal. These responsibilities include:

  • To obtain and carry appropriate and up to date proof of assistance animal status or handler identification Approved trainers and handlers must display their identity card on request. Dogs will be required to wear the identification badge on a coat or harness.
  • To ensure the health and wellbeing of the animal
  • To ensure the animal is under the direct control of the handler or a carer at all times
  • To ensure the good behaviour and sanitary cleanliness of the animal.
  • To account for any damage to Queensland Rail Travel property by the animal

Discuss with the onboard customer services staff if you have questions regarding any aspects of your journey including dining options and duration of station stops.

As animals can only have comfort stops at certain times and locations, please discuss these options with onboard staff. Your assistance animal will travel in front of the spare seat made with your booking.

It is recommended that you supply absorbent bedding or a mat suitable for your animal providing it is clean and in good condition

 

When and How to Book

Pre approved bookings are required when travelling with guide, hearing or assistance animals.

Customers are requested to apply for travel for themselves and their guide, hearing or assistance animal in advance to avoid any unnecessary delay in processing their request and to ensure that suitable seating can be reserved.

Guide, hearing and assistance animal bookings cannot be made on the internet. They can be made in the following ways:

Phone 1800 TRAINS (872 467), +61 7 3235 7322 

Email reservations@qr.com.au

Visit Visit a Travel Centre, ticket office or travel agent

Accommodation on the train will be booked as close as possible to the carriage exit doors to enable easy access for the customer and their guide, hearing and assistance animal.

An extra seat will be booked next to the person travelling with the guide, hearing or assistance animal to allow for the animal to sit on the floor in front of the spare seat.

Let your consultant know if there are any special requirements that the onboard staff need to know about and we’ll advise them in advance.


View FAQs Accessibility Frequently Asked Questions