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 except for guide, hearing or assistance animals.

Guide, hearing or assistance animals must be able to perform identifiable physical tasks or behaviours to assist the person in a way that reduces the person's need for support.

Approved guide, hearing and assistance animals will be carried free of charge on Queensland Rail Travel services and a booking is required.

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

  • Are blind or have low vision;
  • Are deaf or hard or hearing
  • 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

In accordance with the Queensland Rail Travel Policy, guide, hearing and assistance animals must be certified and customers who are unable to produce evidence that the animal has been trained appropriately may be refused travel with their assistance animal.

If you are unable to provide sufficient evidence that the animal has been trained and certified, please discuss with your travel consultant.

Identification for Approving Travel for Guide, Hearing and Assistance Animals:

  • TransLink Assistance Animal Pass information and application process can be viewed on the TransLink website.
  • 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 an approved qualified trainer/handler.

 

 

  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.

Responsibilities of customers with guide, hearing and assistances animals on our services.

Responsibilities include:

  • To obtain and carry sufficient evidence that the animal has been trained and certified 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 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 your 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 seat/s 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 online due to processes required for this booking type which can only be completed by a booking consultant.

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 may 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.

Bookings can be made in the following ways:

Phone 1800 TRAINS (872 467) (within Australia)

          +61 7 3606 6630 (outside Australia)

          National Relay Service: 133 677

Email reservations@qr.com.au

Visit Visit a Travel Centre, ticket office or travel agent



Accessibility Facilities

Travelling with a Carer

Accessibility


Frequently Asked Questions