Guide, Hearing and Assistance Animals

Assistance Animals

Guide, Hearing and 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.

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.

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. Evidence documentation must be provided to confirm the animal has been suitably trained.

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).

Guide, Hearing and Assistance animals most commonly assist customers who:

  • Are blind or vision impaired;
  • Are deaf or hearing impaired;
  • Have reduced hand or limb function;
  • Have a medical condition where there are episodes of loss of consciousness such as severe epilepsy or unstable diabetes; or
  • Have some form of anxiety disorder.

 

 

Queensland:

TransLink Assistance Animal Pass

Information and application process can be viewed on the TransLink website.

Other Australian States:

Victorian Public Transport
- Assistance Animal Pass

Transport for NSW
- Permit to Travel with an Assistance Animal

Government of WA
- Approved Assistance Dog

Government of South Australia
- Assistance Dogs Australia
- Lions Hearing Dogs
- The Dog and Cat Management Board

​Interstate passes may vary in appearance however must display a photograph of the assistance animal.

Handler Identity Cards

Issued 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 institutions and trainers approved by the Department of Communities.

Dogs and puppies

In training that are registered with the Department of Communities. Dogs in training must be accompanied by a qualified trainer.

 

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 doesn't fit into the four Identification categories above for immediate approval and 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

 

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) 

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 particular requirements that the onboard staff need to know about and we’ll advise them in advance.


 

View FAQs Accessibility Frequently Asked Questions