Information

  • Client / Site

  • Location
  • Prepared by

Ticket Offices

  • What's expected:

    The ticket office is open, the queue less than 5 minutes during the peak or 3 minutes outside of the peak and opening hours are clearly displayed.

  • Ticket office open in line with published opening times?

  • Number of ticket office windows on site

  • Number of Ticket Office Windows Operational

  • Number of Customers in queue

  • How long did the last person in the queue wait to be served?

  • Opening Times clearly displayed?

  • Add photograph if appropriate.

Ticket Machines

  • What's expected:

    TVM working, accepting all methods of payment expected, can issue pre booked tickets. It is clearly signed, with instructions for use present

  • Ticket Machine is fully operational

  • Methods of Payment cleaRly shown and Machine accepting all advertised methods of payment.

  • Ticket Machine can issue pre-booked tickets

  • Ticket Machine is clearly sign posted.

  • Ticket Machine has instructions for use.

  • Ticket Machine is in good order

  • Add photograph if appropriate.

Timetables and Information

  • What's expected:

    Displayed and/or available on request and in-date. A welcome poster is on display. Engineering work information at least 5 days in advance

  • Posters displaying A-Z departures from the station are displayed?

  • Passenger's Charter available from Ticket Office

  • LM Comments forms are available from Ticket Office

  • LM Delay repay forms available

  • 'Welcome' Poster on display near Entrance

  • Posters and information arranged in a 'Zonal' way (Welcome, Ticket, Platform, Onward Travel)

  • Latest Performance Statistics Poster on Display

  • Engineering work poster for current month and next month.

  • Add photograph if appropriate.

Posters

  • What's expected:

    Posters are displayed correctly, legible, in-date and damage free.

  • Displayed correctly

  • TOC Promotional Posters on display, correct number and locations

  • Legible

  • In-date

  • Damage free

  • Add photograph if appropriate.

CIS Screens

  • Is a Summary of Departures showing at least the next four departures?

  • Does the CIS screen match the announcement being made?

  • Does the Next Train Indicator on each platform show the next train due to departure?

  • Does next train indicator show subsequent departures?

  • Is any delay/cancellation supported with a reason?

  • CIS Observations

  • Add photograph if appropriate.

Public Announcement

  • What's expected:

    PA is fully functional, supplemented with appropriate and timely customer information on screen.

  • Type of Announcements

  • Can announcements be heard on all parts of the station?

  • Were announcements 'Accurate, Brief and Clear'

  • Announcement made for each train departure being made?

  • Delays (with apology) being announced when required?

  • Platform Alterations being made in good time, with apology if appropriate.

  • PA observations

  • Add photograph if appropriate.

Ticket Checking

  • What's expected:

    Effective ticket checking process and ticket gate line in operation at peak times. Staff are available to provide support and customer service.

  • Gateline operational with minimum number of staff present.

  • Remotely controlled gate lines are operational with help points in working order.

  • Wide-aisle gate is managed well for those requiring it

  • Excess Fares office operational and staffed.

  • Add photograph if appropriate.

Station Staff

  • What's expected:

    Wearing presentable uniform, wearing name badge, appear friendly and approachable, seen interacting professionally and friendly with passengers.

  • Staff available at the Ticket Office

  • Staff available on the gateline

  • Staff available on the concourse?

  • Staff available on the platform?

  • Staff wearing presentable uniform?

  • Staff wearing name badges?

  • Staff appear friendly and approachable?

  • Staff seen to interact positively, friendly and professionally with passengers and colleagues.

  • Add photograph if appropriate.

Shelters/Waiting areas

  • What's expected:

    Shelters are clean, undamaged, available for use and fit for purpose

  • Shelters are have clean floors, walls and windows?

  • There is no damage to the area?

  • It is available for use by passengers?

  • It is fit for purpose?

  • Add photograph if appropriate.

Seats that are not in Waiting Rooms

  • What's expected:

    Seats are clean, undamaged and secure

  • All seats are clean?

  • Seats are undamaged?

  • Seats are secure to the ground?

  • Add photograph if appropriate.

Lights

  • What's expected:

    Lights are switched on at appropriate times, directed as required

  • Lights are switched on at appropriate times

  • Lights are suitably directed at areas needing to be lit?

  • Add photograph if appropriate.

Toilets

  • What's expected:

    Fully Functional toilet facilities (including accessible toilet), appropriately stocked, hand-washing and drying facilities available.

  • Toilet roll available

  • Toilet Doors lockable

  • Hand soap available

  • Sinks clean

  • Water taps working correctly

  • Hand dryers/Hand Towels available/working

  • Toilet Inspection sheet available and updated on time?

  • Add photograph of Toilet Inspection Sheet.

  • Add photograph if appropriate.

Car Parks and Taxi Ranks

  • What's expected:

    Bays clearly marked, signage for car park conditions of use, meters operational and tickets displayed accordingly where applicable

  • Parking bays clearly marked

  • Signage for Charges and Conditions of Use on display

  • All Pay Stations Operational

  • Add photograph if appropriate.

  • Is taxi rank clearly signed?

  • Is taxi rank safe, well lit and accessible for all?

Lifts and Escalators

  • What's expected:

    Lifts are clean, well lit and welcoming. Escalators are working, have safety signage and are clean to touch.

  • Lifts are welcoming and clean

  • Lifts have good signage and are easy to locate

  • Lifts are fully operational

  • Emergency Help Point operational

  • Add photograph if appropriate.

Help Point, Telephones and other Station Facilities.

  • What's expected:

    Help point is functional/operational, clearly signed, instructions for use present

  • Help Points are operational and test calls have been successful

  • Help Points have sufficient signage to highlight its locations

  • Help Points have instructions for their use.

  • Other station facilities (such as Cycle Storage, Cash Machines, etc) in order.

  • Payphones are working as expected

  • Station Tenancies operated professionally.

  • Add photograph if appropriate.

Litter and Contamination

  • What's expected:

    Minimal Litter, free from contamination (e.g. vomit etc.), free from areas of standing water and no underfoot danger (e.g. slippery leaves, trip hazards)

  • Minimal litter evident

  • Where litter bins provided, they don't require emptying?

  • Contamination free (e.g. vomit etc.)

  • Platforms are well-drained (free from areas of standing water)

  • Free from danger underfoot (e.g. slippery leaves, trip hazards, snow or ice, etc.)

  • Add photograph if appropriate.

Graffiti

  • What's expected:

    No offensive graffiti, other graffitti reported for removal

  • Station free from graffiti

  • Add photograph if appropriate.

Landscaping and Vegetation

  • What's expected:

    Neat and tidy not overgrown, does not pose injury risk (including staining to clothes)

  • Landscaping is neat and tidy (not overgrown)

  • Vegetation on the nearby running line is not overgrown

  • Add photograph if appropriate.

Station Security and Safety

  • Are any beggars, vagrants or any signs on anti-social behaviour present?

  • Are signs reinforcing 'Safer Travel' concepts on display?

Audit Summary

  • Summary of Auditor's Experience

  • Time Audit Ended

  • Signature of Auditor

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.