NSW Trains’ procedures did not provide specific instructions to passenger services crew on when, how and what to communicate to passengers in an emergency.
To be advised
NSW Trains advised that it had designed and introduced new emergency and evacuation training for passenger services crew to understand their role, responsibilities and authority during emergencies and evacuations. The training includes content on how to communicate with and control passengers in an emergency, including to ensure that passengers do not self-evacuate prior to the tracks being confirmed as safe. The training incorporates practical scenarios, opportunities for participants to develop scripts for communicating with customers with reference to appropriate communication protocols, instructional videos and refresher modules.
The ATSB acknowledges that NSW Trains has incorporated several opportunities to discuss and practice emergency communication into its training for passenger services crew. However, NSW Trains did not provide evidence of procedures that provide passenger services crew with specific instructions on when, how, and what to communicate to passengers in an emergency (as described in this safety issue).
NSW Trains is undertaking the following actions:
The ATSB acknowledges NSW Trains' action plan which details the introduction of scripting/reference cards for use by crew members in an emergency and the associated cyclical training requirement. The ATSB will continue to monitor, with the view that, once implemented the safety issue will be addressed.
