When is communication needed?

Will your level crossing require two-way communication between the level crossing operator and user? If so, consider how often this will occur. 

Every use: Communication might be needed every time the level crossing is used. In this case, there should be a sign or label saying, for example, ‘Stop. Telephone for permission to cross the line.’ These signs or labels are clearly defined in other standards.

Occasional permission requests: Permission may need to be requested on occasions when there is increased risk, such as when the time needed to cross is uncertain. For example, at a rural crossing, this could arise when crossing with a very slow farm vehicle, or a herd of cows.

Emergency situations: If the warning systems have failed, there is an emergency, or a vehicle has broken down, the level crossing user must be able to contact the railway authority.

Example: There are various types of communication that can occur at a level crossing:

  • The signaller might give instructions to the user, such as shutting the gate behind them.
  • The supervisor might ask questions, like who the user is, how they are crossing, if they have a trailer, and how long they will need to cross.
  • The signaller or crossing keeper might provide a warning, such as telling the user not to cross because a train is approaching.
  • The signaller might need to give permission, like telling the user it’s safe to cross because the train is five minutes away.

Safety and accessibility

If a telephone is provided for level crossing users, it must be accessible and easy to use. They need to be able to communicate before they are expected to take any other instructed action. If the level crossing system includes a barrier, such as a gate, the telephone must be outside it. Otherwise, the level crossing user would have to open the gate before speaking to the level crossing keeper. This would introduce avoidable risk.

Giving clear instructions

When a signaller or level crossing keeper speaks to a user by telephone, they will be receiving information and giving instructions. The Instruct function is explored in Module 3.

Whenever we communicate with the public, our instructions must be clear and understandable. The level crossing user cannot be relied on to lead the conversation. The standard sets out guidance for good dialogue. Some key suggestions are:

  • lead the conversation
  • ask questions with straightforward answers
  • avoid jargon
  • speak loudly, clearly, and slowly.

When to provide telephones

The decision to provide telephones is informed by a risk assessment. It is crucial that people who are talking to each other know:

  • that the communication system is reliable
  • who they are talking to
  • where they are
  • that the information provided is properly understood.

More modern technology can make this process cheaper. However, the reliability and security of a direct line telephone might be needed to mitigate the risk of loss or communication or miscommunication.

Example: Today, most people have a mobile phone. But what if they have a flat battery or bad reception? In some cases, you can put up a sign with a telephone number. However, in most cases where communication is needed, a telephone with a direct line is provided. This ensures a guaranteed connection, and that the supervisor knows which level crossing the call is coming from. Misunderstandings can lead to risk, especially since the supervising location may be responsible for many level crossings, not just one.

Backup systems

If a level crossing system fails or is disconnected for engineering works, a telephone might be provided for railway operators to use while the usual system is disconnected for engineering works. This is part of the backup system at the level crossing.