Customer focused

Customer focused

The customer is at the centre of everything we do and we are working to build an integrated transport network that gives our customers the most comfortable and efficient journeys while we continue to build and improve the existing transport infrastructure.

Therefore it’s crucial our customers know what transport options are available to them during this period of infrastructure growth, disruption and change.

We are also committed to improving the accessibility for all transport customers in the Sydney city centre. We recommend a number of accessibility apps, designed to provide better customer service and information for people with a disability so they can confidently use public transport in NSW. These apps identify the most appropriate routes in the city centre, particularly during periods of disruption.

The NSW Government has also committed $15.5 million a year as part of a plan to improve access to the point-to-point transport services for customers with a disability.

Wheelchair Accessible Taxi (WAT) licence fees in metro areas have been reduced to zero, in line with the rest of NSW. Further initiatives include raising the Taxi Transport Subsidy Scheme Cap, increasing the WAT driver incentive payment, expanding the current WAT interest free loan scheme and subsidising the cost of a central booking service for WATs.

Further details of these initiatives are available here

Importantly we want our customers to consider the following, when planning the way they move to, around and out of Sydney city centre.


  • Use public transport
  • Plan your trip
  • Retime your journey to outside of the busiest peak hours, if possible
  • Active transport are great journey options (walking & cycling)


  • Use public transport as an alternative
  • Don’t drive into the Sydney city centre if you don’t have to
  • Can you combine your trip with others?

Builders, developers and building designers

  • Kerbside space is limited: Plan and think about constructability up front
  • Pedestrian trips represent over 90% of trips in the Sydney city centre
  • Construction vehicle access routes towards the Sydney city centre may be congested


  • Promote flexible work practices for your staff
  • Provide end of trip facilities to promote active transport
  • Investigate more efficient ways to receive your freight and servicing

Freight and service providers / tradespeople

  • Kerbside space is limited: coordinate with your customer to use off street loading dock facilities
  • Re-time your Sydney city centre activity outside the morning and afternoon peak period
  • Consider alternative space effecient equipment and modes for completing deliveries

Transport service providers

  • Kerbside space is limited
  • Plan your trips, to best cater for your customers


Since the release of the Sydney City Centre Access Strategy in 2013, we have made the following achievements:

  • In order to keep Sydney moving during a time of transformation and disruption, the Sydney Coordination Office was established to oversee traffic and transport during construction of major transport projects and property redevelopments.
  • In 2015 we removed, most of the all day street parking in the Sydney city centre to facilitate better movement throughout the Sydney city centre.
  • We supported the City of Sydney in the new cycleways:
    • On the southern end of Castlereagh Street in September 2015 connecting Liverpool Street in the north and Hay Street in the south,
    • Liverpool Street opened in August 2015 providing an east-west connection from Sussex Street (Darling Harbour) to Castlereagh Street and;
    • Kent Street cycleway, between Druitt Street and Liverpool Street opened in 2014 providing a new north-south connection between the Harbour Bridge and the Sydney city centre.
  • Created Travel Choices to provide information to individuals, businesses and organisations on changes to transport network and support them to change travel behaviour for trips to, in and around the city. The program has reached 176,000 customers and engaged with more than 660 organisations to support long term travel behaviour change. The program focuses on four principles remode, retime, reroute and reduce.
    • Remode: Train, bus and light rail have seen an increase in patronage since the program started.
    • Retime: Opal data shows a reduction in people travelling in peak times and successfully retiming on both public transport and on our roads.
    • Reroute: Preferred driving routes around the Sydney city centre were established with supporting infrastructure and capacity upgrades. 
    • Reduce: A reduced number of vehicle trips in the morning peak since the start of the program.
  • Completion of the Opal rollout. 
    • Allows customers smooth and uncomplicated travel between modes.
    • Removed the $2 interchange penalty between modes
    • A substantial increase in interchange in the 5am – 10am weekday periods
  • We introduced more Secure Taxi Ranks (staffed by security) on the weekends to a number of key locations around the Sydney city centre.
  • Delivered new public transport wayfinding throughout the Sydney city centre to help customers and visitors easily locate train, bus, ferry and light rail stops and stations as well as walking and cycling routes.
  • We introduced a new Sydney city centre bus network in October 2015 when all buses were removed from George Street to cater for the start of major construction on the CBD and South East Light Rail. These changes included certain services terminating on the periphery of the Sydney city centre and bus priority measures (lane 2 bus lanes implemented on Elizabeth and Castlereagh Streets) provided a more reliable and prioritised bus network service for customers.
  • Preferred driving routes around the Sydney city centre were established, with supporting infrastructure and capacity upgrades.
  • In 2015, we implemented capacity improvements at fifteen sites throughout the Sydney city centre over a period of ten months. These key improvements were provided to support the closure of George Street, with the commencement of the construction of the CBD and South East Light Rail.
  • Provided more reliable bus operations, reduce the number of cars driving through the city centre and maintain access servicing businesses.
  • Developed pink temporary wayfinding program, consisting of pink shirt personnel and signage to assist customers when there is a disruption or when significant changes, such as the 2015 Sydney city centre bus plan changes, occur.
  • Working with the Freight Servicing sector we have implemented retiming, remoding and courier hub initiatives to maintain efficiency of service at times when there is a constrained network.
  • We improved road safety in the Sydney city centre by implementing a 40km/hr speed limit across areas of the Sydney city centre to improve safety for pedestrians, bicycle riders and other road users.
  • Made available our data for developers to build apps that will improve our customers' experience.
  • We completed Wynyard walk in 2016, a fully accessible pedestrian link allowing people to walk from Wynyard to the Barangaroo waterfront in six minutes.
  • We supported Place Management NSW in delivering the Goods Line, a pedestrian link from Central Station to Darling Harbour.
  • We upgraded key Sydney city centre interchanges at stations including Town Hall, Wynyard and Museum, with significant upgrades at Martin Place, Circular Quay and Central Station soon to commence.
  • We are pedestrianising more of the city, making it a safer and more enjoyable space to move through.
  • The Point to Point Transport (Taxis and Hire Vehicles) Act 2016 was passed by the NSW Parliament on 22 June 2016 which aims to improve safety and choice for customers, provide more opportunities for the industry as a whole and allow all modes of point to point transport to compete fairly.
  • We established working relationships with transport operators, construction companies and utility providers to keep them informed about traffic changes in the Sydney city centre via a weekly traffic email blast.
  • We facilitated fortnightly Emergency Services meetings to keep the NSW Police Force, NSW Ambulance and NSW Fire & Rescue updated on the latest traffic changes and access arrangements.
  • We commenced early works for the build of the four new Sydney Metro stations in the Sydney city centre.
  • We relocated the coaches to the Western forecourt. It was completed in 2017 to allow construction to begin on the light rail and in the future provide another interchange opportunity for commuters at Central Station.
  • The relocation of the bus lane on Clarence St to lane two provides a more reliable and prioritised bus network service for our customers.
  • In November 2017, we introduced a new timetable that overhauled the transport system adding more than 1,500 extra weekly train services, almost 3,800 new weekly bus services and more than 140 new weekly ferry services – the biggest single increase in Sydney’s history.
  • We delivered a brand new ferry wharf at Barangaroo.
  • We introduced the new Northern Beaches bus network in November 2017, with over 3,200 additional weekly services, including 2,000 B-Line services.
  • We successfully reduced pedestrian wait times at traffic lights, by reconfiguring the phasing across the majority of the Sydney city centre.
  • We introduced Contactless Pay where you can now pay for your fare on any Sydney Ferries or light rail service using a contactless card.
  • We introduced Opalpay on private ferry services.
  • We successfully trialled a “Digital Bus Stop Display in the Sydney city centre which provides accurate and timely planned and unplanned disruption information, real time bus information including arrival time and available capacity.
  • Our data demonstrates that there has been a reduction in people travelling in peak time and successfully retiming. This is outlined in the following key points:
    • Total customer inbound journeys have remained constant in numbers but have been retimed to different periods in the morning peak (5am – 10am).
    • For Jan-June 2018 - The morning peak period (5am -10am) has shown an average reduction of 12% for inbound vehicles into the Sydney city centre, equivalent to 7,000 to 8,000 less vehicles travelling to the Sydney city centre.
    • Across the weekday, the number of vehicles entering the Sydney city centre dropped by an average of 6.5% daily, compared to 2015.
  • Future Transport Strategy 2056 has been released publically and addresses ways to meet the long term needs of Sydney city centre transport customers.
  • We introduced improvements to overnight public transport services linking the Sydney city centre in the Eastern Suburbs, Inner West, North West and Greater Parramatta area.We’ve undertaken initiatives with the Freight and Servicing sector such as retiming, remoding and courier hub initiatives to maintain efficiency of service at times when there is a constrained network.