Circular 20/2018/TT-BGTVT: Information, Instructions, and Equipment for Serving Customers

This Circular regulates information, instructions, and customer service equipment on railway transport vehicles as follows:

1. Information and instructions on national railway and specialized railway transport vehicles

- Outside the passenger carriage, there must be a sequence number plate of the carriage according to the template in the Appendix issued with the Circular to guide customers when the train handles passengers at the station. The sequence number plate outside the carriage must match the sequence number with the number plate inside the carriage;- Inside the passenger carriage, there must be a sequence number plate of the carriage, seat numbers to guide customers, information boards in written or electronic form, and a public address system to provide necessary information to customers about the train journey, names of stopping stations on the route, handling incidents in case of fire, accidents; train travel regulations; signs in words or diagrams to guide the use of safety equipment, firefighting equipment, priority seats for customers, and restrooms;- Signs and information must be clear and understandable; arranged in an easily visible and readable place. Written instructions for customers in the carriage must be in both Vietnamese and English. The public address system must announce in both Vietnamese and English to guide customers on the passenger train.

2. Information and instructions on urban railway transport vehicles

- Urban railway carriages must have information and instructions in text, diagrams, public address, written or electronic information boards to provide necessary information to customers about the train journey, names of stopping and next stations on the route, emergency handling instructions; instructions on using safety equipment, firefighting equipment, priority seats for customers. For the carriage controlling the train head, the outside of the carriage must have the destination information of the train set;- Information and instructions must be clear and understandable; arranged in an easily visible and readable place. Written instructions for customers in the carriage must be in both Vietnamese and English.

3. Customer service equipment on national railway and specialized railway transport vehicles

- Passenger carriages must be equipped with at least the following tools and equipment: escape tools; firefighting equipment and materials; passenger service equipment such as: electricity, water, lighting equipment, cooling and ventilation equipment, sanitary equipment;- On passenger and mixed trains, there must be a medicine cabinet, first aid tools; tools and materials for simple repairs; equipment for people with disabilities to access and use.

4. Customer service equipment on urban railway transport vehicles

Urban railway carriages must be equipped with at least the following tools and equipment: escape tools; lighting equipment; air conditioning and ventilation equipment; public address equipment; priority seats; firefighting equipment; equipment for people with disabilities to access and use; first aid medicine cabinet for customers.

See more: Circular 20/2018/TT-BGTVT effective from July 1, 2018.

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