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Customer Safety

The safety of customers cannot be compromised in any area or aspect of our business. In this report we use the terms “customers” and “passengers” interchangeably to refer to persons using our Hong Kong transport operations. In the context of our Property business, “customers” also refers to tenants of managed properties.

Passenger Safety Performance

The data that we report on passenger safety performance excludes incidents of suicide and attempted suicide and injuries arising as a result of brawls between passengers or passengers’ prior medical conditions.

In 2014, we achieved significant improvements for passenger and public safety on all three types of transport operations. The number of passenger injuries requiring hospitalisation dropped by 21 per cent on heavy rail domestic services, 45 per cent on Light Rail and 5 per cent on our bus network compared with 2013. Most importantly, there were no passenger fatalities during the year.

Reduction in Number of Passenger Injuries Requiring Hospitalisation Compared with 2013


Passenger and Public Safety – Fatality

2013 2014
Heavy Rail 2 0
Light Rail 0 0
Bus 0 0

No. of Injuries Requiring Hospitalisation (per 100 Million Passenger Journeys)

2013 2014
Heavy Rail
Target 9.72 10.02
Performance 10.25 8.12
Light Rail
Target 11.50 12.08
Performance 15.73 8.61
Target 9.12 8.66
Performance 4.91 4.68

Escalator Safety

We operate nearly 1,000 escalators across our railway network. In order to reduce risks to customer safety as much as possible we set up a special task force at the end of 2012 to make our escalators safer. As part of our ongoing campaign, in 2014 we appointed a new 25-member team of Escalator Safety Ambassadors, launched an entertaining video and introduced new posters in our stations featuring characters from the video. We also installed additional yellow escalator handrails and pasted new stickers on our escalators containing safety reminders.


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The MTR Escalator Safety campaign video reminds passengers of our key safety message - “hold the handrail and stand still”. It premiered on 6 August 2014 at the kick-off ceremony for the 2014 Escalator Safety Campaign.


Customer Safety Initiatives

In recognition of our achievements, we received the Gold Award and Bronze Award (Pointing and Calling category) and Bronze Award (Safety Promotion category) at the 13th Hong Kong Occupational Safety and Health Awards during 2014. This award programme is supported by the Occupational Safety and Health Council and the Labour Department.

Suicide Prevention

In Hong Kong, about 1,000 people take their own lives by suicide each year. According to our internally collected statistics, there were seven suicide attempts on our railway network during 2014. To try to reduce the number of these tragic events as much as possible, we joined with The Samaritan Befrienders to set up Emotional First Aid counters in our Mong Kok East, Shatin and Tai Wai stations during 2014. Staffed by volunteer social workers, the counters displayed banners and provided leaflets with information about the emotional cycle and positive suggestions for handling emotional problems.

Passengers were invited to take a test to assess their current emotional state. On one occasion, a passenger who identified as having suicidal thoughts during the testing process was attended to by a volunteer social worker and referred to The Samaritan Befrienders Hong Kong for professional counselling.

Crime Prevention

Thanks to the continued efforts of the Hong Kong Police and our passengers to maintain vigilance against crime, the overall crime rate on our railway network fell by 13 per cent compared with 2013. We launched our annual MTR Crime Prevention Campaign in August 2014 co-organised with the Railway District of the Hong Kong Police. The theme of this year’s campaign - Stay Alert and Report Crime - was featured on station posters and train door stickers across our network.

Light Rail Safety

Maintaining safety on Light Rail can be a challenge since, unlike heavy rail, Light Rail vehicles run in manual mode on sections of track that are shared with other road users and cannot be totally partitioned. In an effort to increase safety standards on Light Rail, the Light Rail Operations team launched a comprehensive safety enhancement and promotion campaign in 2014. Among other initiatives, we established a Safety Management Office for increasing train captains’ safety awareness and enhancing engineering controls. We also introduced community engagement activities with the aim of promoting pedestrian safety and safe customer behaviour on Light Rail vehicles.

Door Chimes Standardisation

Standardised train door chimes across MTR lines are being rolled out from December 2014 to facilitate smoother train operations and to raise passenger awareness of door safety by providing clearer audio signals to indicate when doors are opening and closing.

Property Management

Promoting safety in our managed properties for customers and the general public is a priority for the Property Division. We carry out regular audits on plant and equipment, make frequent visits to evaluate the physical conditions of our buildings, and conduct more than 200 emergency drills per year.

During 2014, we reached out to tenants and their contractors to enhance safety of renovations and fitting-out works. In June 2014, we collaborated with the Occupational Health and Safety Council and the Labour Department to update our safety leaflet on renovation, maintenance, addition and alteration (RMAA) works. We also reviewed our safety guidelines for residential owners and occupiers, and distributed revised leaflets to all managed properties.

During the year, we also reached out to food and beverage tenants of our commercial properties to promote fire safety. In addition to conducting 488 fire safety audits of food and beverage outlets, we hosted two sessions on fire safety that were attended by more than 110 representatives.