Social
Inclusion

Managing Safety

Safety of our employees, passengers, customers, tenants, contractors and business partners is an uncompromising pre-requisite underlying all aspects of our business. It is the responsibility of all our staff and should always be foremost in everything we do. Our Corporate Safety Policy and the Corporate Safety Management Framework outline our safety management approach and objectives, reflecting our commitment to complying with all applicable statutory requirements, upholding a safety-first culture, and employing management systems to achieve our safety goals for continuous improvement in safety performance.

• Safety Management System

  Safety management systems (“SMS”) are established to meet our safety objectives throughout the design, construction and commissioning phases of individual development projects within and outside Hong Kong. We have been certified to ISO 45001 Occupational Health and Safety Management System for our HKTS Business Unit, Property Management Department, Capital Works Business Unit and some of our overseas subsidiaries. We aim to improve employee safety, reduce workplace risks and foster a safer working environment. Examples of our ISO 45001 certifications include:

  • ISO 45001 for Planning, Development and Delivery of Railway Services, and Management of Railway Assets;
  • ISO 45001 for Maintaining the Safety Management System for Capital Works Business Unit of MTR Corporation (Projects include extension projects and operations projects);
  • ISO 45001 for Design and Provision of Property and Facility Management Services; and
  • ISO 45001 for Operations and Maintenance of Cable Car System and Ngong Ping Theme Village.

  In addition, we also apply safety management systems for safety assurance and compliance in the operations of all our businesses. Regular audits are conducted to ensure the effective implementation of these systems. For more information, please refer to our Corporate Safety Management Model – Audit and System Assurance below.

  Read more

  

  Corporate Safety Policy

• Corporate Strategic Safety Plan

  Every four years, we review and formulate a Corporate Strategic Safety Plan (“the Plan”) that provides strategic direction directing the safety efforts of the whole corporation to address upcoming safety challenges. Newly launched in 2025, the Plan 2025-2028 outlines our safety development direction for the next four years and the new Strategic Focus Areas, along with their corresponding definitions and aspirations, to guide a systematic approach to continuous safety improvements across our businesses in Hong Kong, Chinese Mainland and abroad towards the safety aspirations. The Plan provides a means for all our business units, subsidiaries, and joint ventures to contribute their best practices and expertise. This collaboration allows us to learn from one another and enhance our safety performance.

  

• Corporate Safety Management Framework

  Our Corporate Safety Management Framework (CSMF) delineates the global safety governance and management arrangements of the Corporation. It clearly defines the safety roles and responsibilities, sets out the Corporate Safety Standards (CSS), and provides the Recommended Means of Compliance (RMoC) to guide Business Units, Corporate Functions, and Subsidiaries and Associates in achieving conformance. Furthermore, the CSMF aims to cultivate a culture of continuous improvement and learning in safety, leveraging our collective global experience and industry best practices.

  The CSS are defined and RMoC are developed based on a Corporate Safety Management Model, which comprises eight core elements.

  Throughout 2024-2025, the eight core elements of CSS and RMoCs have been published, with engaging roadshows and workshops conducted across different business locations, including Hong Kong, Australia, Beijing, Hangzhou, Shenzhen, Sweden and the UK.

  Each CSS is paired with an associated RMoC. The RMoC is based on international best practices as well as MTR’s operational experience worldwide, providing guidance on how the standards can be met. The engagement with Business Units, Corporate Functions, and Subsidiaries and Associates has been successfully completed, and the Standards within the CSMF is now effective.

  

• Organisation and Management Accountability

  The Corporate Safety Management Committee (“CSMC”) establishes safety policies and strategies and exercise governance on the safety performance of the entire corporation, and to review the effectiveness of the Corporation’s Safety Management System (SMS), which is constituted by the Business Units’ SMSs in identifying and mitigating safety risks to a level that is as low as reasonably practicable (ALARP).

  

• Asset Management

  By integrating asset management into our safety risk management practices, we ensure compliance and enhance the effective management of safety risks through continuous improvement of our capital assets. Our risk-based asset management framework enables HKTS Business Unit to assess operational safety impacts across all operations, ensuring that critical items (i.e. items that are either associated with high safety risks or may potentially lead to prolonged service interruptions) conform to our specifications on safety and service standards in line with the ISO 55001 requirements. This comprehensive framework supports all aspects of asset management, from setting corporate goals and policies to ensuring asset life assurance.

• Competence Management

  We have developed a competence management model to systematically assess the competence requirements of our employees. The model aids in employee selection and placement to ensure they are capable of managing risks and performing their duties safely. We also evaluate the competence of our contractors during the selection and review process.

  To maximise safety and service performance, our Human Factors Programme draws on behavioural patterns to ensure that the consistent and correct actions under normal circumstances and quick and appropriate responses in emergencies. In many areas of our operations, we adopt the “Pointing and Calling” procedure to effectively reduce human errors by having employee point and verbalise the action to be taken.

• Standards and Procedures

  We have established clear safety rules, procedures, and work instructions to manage safety risks, implementing Safe Systems of Work, and managing changes to minimise safety impacts. Robust document control ensures accurate, accessible safety information. Continuous monitoring and analysis of safety data help identify trends, assess risks, verify safety management effectiveness, and support continual improvement, enabling consistent and compliant safe operations across the organisation.

• Risk Management

  We proactively identify and register safety hazards, assessing and mitigating associated risks to a level that is ALARP. Working closely with the Government, we monitor public health issues and formulate emergency preparedness plans, such as the Corporate Infectious Disease Business Continuity Plan and the Corporate Crisis Management Plan, to ensure a swift response. Risk management and control are regularly reviewed, adjusted and prioritised as needed.

  Our Corporate Crisis Management Team (“CMT”) comprises relevant Members of the Executive Directorate and Executive Managers. Regular crisis management exercises are conducted to validate the corporate crisis management mechanism and provide practical experience for team members. In the Exercise, the Corporate CMT works through realistic scenarios designed to challenge crisis response strategies and decision-making processes to strengthen organisational resilience and enhance preparedness for complex crises. There is also a computer-based training programme for all managers and a specialised module for the Corporate CMT to ensure effective crisis response.

  We also benchmark our performance against other transport operators and learn through participation in:

  • Joint Utilities Safety and Occupational Health Policy Group – A policy group to enhance consultation, liaison, and good practices sharing between the Government, Occupational Safety and Health Council (“OSHC”) and utility companies on safety and occupational health issues.
  • International Association of Public Transport (“UITP”) – A worldwide network which brings together all public transport stakeholders and all sustainable transport modes for knowledge exchange.
  • COMET Benchmarking – A platform where metro operators around the world benchmark performance and share information through the Community of Metros (“COMET”).

  Read more

  

  COMET Benchmarking Result

• Audit and System Assurance

  Our system safety assurance process has guided the design, construction and commissioning of our new rail lines, adhering to international standards such as the European Standard EN50126. We integrate, verify and validate safety requirements through both top-down and bottom-up approaches along the system lifecycle, including deterministic and probabilistic safety assessments, safety integrity level assessments for safety-related and safety-critical systems, and suitable levels of independence on verification and validation. We employ independent safety assessors to check the adequacy and effectiveness of the development processes of our safety critical systems. This robust system safety assurance process ensures that safety risks are duly assessed and managed to ALARP.

  We have established structured audit and assurance programmes to ensure effective implementation of our safety management systems with the intended objectives and to identify opportunities for improvement. The Corporation has also adopted the Three Lines of Defence (“LoD”) model incorporating in with appropriate levels of independence to achieve the required safety assurance.

• Safety Culture

  Safety leadership is central to fostering a safety culture at MTR and effectively executing our safety management plan. We create an ecosystem for the regular exchange of best safety practices and proactive reporting on safety hazards among our global employees through various internal channels, platforms and portals. For example, the mobile application “Anomaly • Alert • Action (AAA) iSPOTit” enables employees to instantly report anomalies and hazards across all the Corporation’s premises, including stations, depots, shopping malls, managed residential properties and office buildings and training centres to allow timely responses. We also organise annual year-long Corporate Safety Campaign to reinforce the Corporate Strategic Safety Plan, engage employees through various initiatives, and promote a culture of safety leadership across the Corporation, culminating in recognising outstanding contributions to safety.

• Stakeholder Management

  Stakeholder management involves building mutually beneficial relationships to support safety outcomes. We identify stakeholder needs, ensure effective engagement, and promote communication, cooperation, and active worker involvement.

  Additionally, we manage safety risks in procurement and contracted activities, ensuring contractors and suppliers operate safely and align with organisational safety requirements.

Customer Health and Safety

• Cleaning and Disinfecting

  We are committed to operating a safe and hygienic railway network and keeping our city moving.

  To safeguard the health of our staff and customers, we have implemented a wide range of preventive measures to ensure the sanitary conditions of our trains, stations and facilities, including:

  • Stepping up the frequency of our cleansing and disinfection procedures;
  • Applying anti-bacterial coatings to handrails and conducting regular extra disinfection;
  • Deploying “Little Whale” and “Big Whale” cleaning robots for deep cleaning and decontamination at stations;
  • Increasing filter cleansing and air intake frequency for better air flow and ventilation at stations;
  • Installing contactless proximity sensor buttons in over 100 lifts across our stations and facilities.

  We extended the smart toilet management system, which provides passengers with digital display information on toilet cubicle availability and indoor air quality, to toilets in Hong Kong, Central, Admiralty, Exhibition Centre, Tsim Sha Tsui, Yau Tong and Diamond Hill stations.

• Heavy Rail, Light Rail and Bus

  We continuously identify new opportunities to enhance safety features of our assets. Our engagement activities parallel this to raise awareness of our customers and the general public on rail and road safety.

  Operation Safety

  We adopted “smart operations” across the network to improve the safety of railway operations, including:

  • CCTV systems with image-analysis capabilities at Light Rail stations to monitor platform conditions.
  • Integrated Speed and Positioning Supervision System (iSPS), an integrated operational safety digital solution that monitors platforms, junctions, the speed and position of rolling stock fleet, and trains contact with audible alert to train drivers and passengers as danger arises.
  • Live monitoring systems for lifts and escalators along with smart sensors for predictive maintenance.
  • Digitalised track access management to minimise processing time and improve traceability.

  To enhance the passenger service and safety, we are installing Automatic Platform Gates (“APGs”) at our stations. APGs or Platform Screen Doors are already in place for all heavy rail lines. To prevent suicide situation, our Suicide Prevention Team and Suicide Prevention roving team were deployed at critical stations, collaborating with The Samaritan Befrienders set up Emotional First Aid counters at selected East Rail Line stations to provide information on emotional health.

  Road and Track Safety

  Light rail vehicles and bus are required to share tracks with other road users, so we minimise safety hazards by widening platforms, providing additional lighting at junctions within the MTR boundary, and placing zigzag barriers to guide pedestrians in crossing safely. Other examples of the safety improvement projects include ramp edges at platforms, convex mirrors, arrow signs, Board Easy mats, improved lighting, additional stop assistants, safety leaflets distribution, and yellow flashing bollards with LED lights and voice alerts. We continuously refresh drivers' safety awareness and educate the local community on safety around the MTR Light Rail and Bus system.

  Emergency Situations

  To strengthen our preparedness, improve communication and collaboration with relevant parties during emergencies, we participate in major exercises with the emergency services involving different scenarios.

  To better protect passengers who may experience cardiac arrest, we have installed around 300 Automated External Defibrillators (“AEDs”) at concourses and platforms of all heavy rail stations and Hong Kong West Kowloon Station of the High-Speed Rail (Hong Kong Section). We have also arranged training courses for our station staff to learn or refresh their knowledge to use AEDs and apply Cardiopulmonary Resuscitation.

  Customer Education

  To minimise safety risks for our customers, we employ various means to remind them to stay alert, always hold the handrail, stand still and use the lifts if they are travelling with trolleys, bulky items or baby prams. Safety messages are communicated by our red-uniformed Safety Ambassadors at designated stations and through safety announcements.

  Read more

  

  T Chai transforms into Safety Guardian Video!

  

  Emergency Facilities in MTR Video

  

  Travel Safely Every Day in the MTR Booklet

• Safety Awareness in the Community

  We regularly engage with community partners to raise safety awareness and promote courteous behaviour while travelling with us. Safety tips are disseminated to students and children through interactive talks at schools, the fun-filled "MTR Safety Experience Zone" at Tsing Yi Station, MTR Budding Station Master Programme for primary school students and through the popular MTR Safety chessboard game. We also educate the elderly on safety tips when travelling on the rail network.

  Railway Operations

  We are dedicated to ensuring passenger safety and has been actively promoting escalator safety awareness through various channels for many years. Our Escalator Safety Task Force continued to promote the importance of riding escalators safely to prevent accidents, including opening promotional information booths at stations and launching awareness campaigns. We continued to step up our efforts to promote escalator safety messages, including school talks, recruitment of elderly caring ambassadors, launching related social media video to promote escalator safety and enhance public awareness while travelling on escalators.

  To reduce accidents, we enhance passenger safety at stations by:

  • Posting giant wall stickers promoting escalator safety near escalators;
  • Sharing safety messages through MTR Mobile and PA systems at stations;
  • Affixing “mind your step” and Yellow Warning labels on the black spot staircases;
  • No Trespassing Education Programme: Educating commuter about “No Trespassing” in Light Rail system; and
  • Cyclist Safety Promotion: Distributing safety leaflet and erecting safety banner on site targeted to cyclists.

  Managed and Investment Properties

  We actively identify and mitigate potential safety hazards in our properties while engaging with customers, residents and tenants to build safety awareness within the community.

  Ongoing safety initiatives include:

  • Conducting safety drills at our residential estates and shopping malls;
  • Providing fire safety training sessions for our tenants;
  • Publishing safety bulletins to disseminate safety messages to our residents and tenants;
  • Performing regular fire safety audits on our food and beverage tenants to ensure compliance and improve work practices to minimise fire hazards;
  • Conducting regular inspection of emergency escape routes and fire doors in properties to ensure that they are unobstructed;
  • Checking electrical installations in mall tenants to reduce the risks of electrical fires;
  • Organising annual crisis drills for the Investment Property Department to validate current practices on crowd management and evacuation plans; and
  • Supported the Association for the Rights of Industrial Accident Victims in hosting a safety education exhibition at Luk Yeung Galleria to educate stakeholders in the community.

Staff and Contractor Safety

Safety best practices are actively shared across MTR with our contractors and subcontractors. High-risk activities are identified with proper method statements and risk assessments to raise safety awareness and manage work-related risks. Safety control measures are implemented to minimise or eliminate risks before the commencement of works.

We continue to deepen the safety culture at MTR through structured training and knowledge sharing platforms. All managers at MTR are required to complete safety management training for safety leadership, while all new joiners attend role-specific safety training. For the Hong Kong Transport Services Business Unit in particular, all new joiners are required to take a "Safety First Quality Always Workshop" to highlight the importance of safety in railway operations through case studies and group discussions. In Property Business Unit, safety innovation workshops and briefings on Safety Audit Analysis, along with updates on the Safety Management System and incident case reviews, are conducted to continuously enhance safety practices in property management.

The “Strive for Zero” safety campaign is organised for Extension Projects, aiming at zero harm, injuries and fatalities. This campaign encourages everyone to walk the talk on safety, starting with top management through safety forums and monthly “Safety Breaks” for workers.

Every year, we implement safety plans tailored to the latest safety topics in the industry to raise the safety awareness among employees and contractors through various campaigns and communication initiatives. We collaborate closely with our contractors and joint venture partners to uphold the highest safety standards at all times.

Customer Experience and Accessibility

We conduct regular customer research to identify emerging service needs and develop improvement plans to ensure every ride with MTR is pleasant and amiable.

• Customer Experience

  We leverage big data and AI technology to enhance service quality and keep customers promptly informed of train information. In addition to LCD display on getting real time train arrival time and train loading information to pick the best car, our mobile apps, the MTR Mobile, offers tailored route suggestions, service updates, and the ability to purchase tickets for better travel experiences.

  Our “MTR · Care” app provides smart functions to facilitate the travel needs of the elderly and special-needs passengers with an easy-to-use interface, providing the functions below:

  Function	Target Audience
  Trip Planner (Simplified Version)	Elderly
  Barrier-free Facilities Information	All passengers in need
  In-Station Navigation (Function improvement)	Visually Impaired individuals
  Wheelchair Portable Ramp Booking (New Function)	Wheelchair users
  “In-station Assistance” (New Function)	Hearing-impaired individuals

  In addition, we ensure our assets are reliable and accessible through continual railway asset maintenance and renewal works to ensure a smooth and comfortable travelling environment for everyone. We are committed to leveraging data-driven and digital innovation technologies to optimise our railway asset management system. In 2024, we launched the Enterprise Asset Management System, which serves staff members and standardises lifecycle processes through collaboration with change agents. This initiative enhances operational efficiency and ensures data integrity across the Operations Division.

  To enrich passengers’ travelling experience, we enhance MTR journeys by including attractive art installations in our station through the “Art in MTR” initiative.

  Read more

  

  Art in MTR

• Enhancing Accessibility

  We strive to create a seamless and inclusive transportation network that features fit-for-purpose and easy-access facilities for the elderly, passengers with disabilities and those in need. Improvements include additional escalators, external lifts, vertical lifting platform, wide gates, sockets for powered wheelchair, portable ramps, accessible toilets for mobility impaired passengers; and braille signs, tactile station layout maps, guide paths and dynamic route maps for visually impaired passengers. All newly constructed stations will be designed as accessible stations incorporating barrier-free entrances, wide gates, accessible toilets and baby care rooms, to provide universal accessible mobility for all passengers.

  To facilitate the way-finding of our elderly customers, we have rolled out various age-friendly initiatives, including giant lift signage, giant exit signs, giant toilet signs in stations and overhead exit codes displayed at station entrances. In addition, new passenger information display systems have been equipped at the platforms of the Light Rail to enable passengers to obtain the arrival information of the light rail vehicles which are synchronous with our “Next Train” app.

  Recognising ageing population as a megatrend and anticipating a significant increase in elderly passengers within our customer demographic by 2030 and beyond, a cross-divisional taskforce has been established to address the specific needs of elderly passengers. We launched the “Caring for Dementia” programme to assist the police in locating missing persons through the automatic fare collection system. By registering the Octopus numbers of persons with dementia or elderly persons, alerts will be sent to our staff when they enter the MTR network with the registered Octopus.

  We have also added babycare rooms at interchange stations, making MTR a family-friendly network. Private rooms can be arranged at stations without designated areas through our station staff. We will continue to extend the provision of babycare rooms areas across all MTR Malls and stations where possible, making MTR a family-friendly network.

  Read more

  

  Babycare Rooms

Fare Concessions

We provide various fare concessions and promotions to customers of different travelling needs, e.g. concessionary fares for elderly, Persons with Disabilities, students and children, Early Bird Discount promotion, interchange discount with Green Minibuses, etc. Besides, we have supported the Government in its initiative to subsidise local elderly and eligible persons with disabilities in its implementation to help promote universal mobility.

Read more

MTR Fare Savers

MTR Student Travel Scheme

Embracing Diversity and Inclusion

The Corporation is an equal opportunity employer and abides by relevant legislative requirements to ensure our workplace is free from discrimination or workplace harassment on grounds of gender, sexual orientation, disability, age, race, skin colour, national or ethnic origin, family status, religion, political beliefs or other characteristics. We have corrective and disciplinary procedures in place to address any incidents of discriminatory behaviour or harassment, ensuring timely investigation and appropriate action. To embrace diversity, equal opportunities, and inclusion, we publish our annual gender equality-related information covering Hong Kong and overseas business. For details, please refer to our Gender Equality Data.

We regularly review the Corporation’s Code of Conduct to ensure compliance with corporate and regulatory requirements. All employees are required to complete a mandatory training on relevant legislations. Aspects of diversity and inclusion were integrated into a number of Corporate Development Programmes. We have set strict expectations for all staff members to treat all their colleagues with respect and dignity, and they are encouraged to raise concerns or grievances confidentially through designated whistle-blowing channels. Our recruitment, reward, promotion and development decisions are based solely on occupational requirements, qualifications and job performance.

We ensure that our Board has a majority of Independent Non-executive Directors while maintaining gender diversity. Our Board Diversity Policy clearly states our commitment to achieve a balance of skills, experience and diversity of perspectives for effective execution of the Corporation’s business strategy. We have linked sustainability factors, such as gender diversity, to senior management remuneration as part of our commitment to responsible business practices.

The Corporation also adopted a new Workforce Diversity Policy in March 2025 with a view to complying with the requirements under the HKEX Listing Rules, effective from 1 July 2025.

The Corporation is also piloting a one-year youth placement pilot programme “EmpowerZ” to support the employment for people with disabilities or from ethnically diverse backgrounds, with the second cohort of participants onboarded in August 2025. The Corporation’s Gender Equity Network continued to organise awareness-building events during International Women’s Day and International Men’s Day, providing a psychologically safe space for gender-related discussions, engaging our colleagues and further promoting awareness of inclusion and wellness among them.

Read more

Gender Equality Data

Whistle-blowing Policy

Board Diversity Policy

Code of Conduct

Workforce Diversity Policy

EmpowerZ Youth Placement Pilot Programme

Community Investment Programmes

Our Environmental & Social Responsibility Policy underscores our commitment to positively impact the communities we serve. Through our “Community Connect” initiative, we offer programmes for all age groups while enhancing the liveability of our city and foster a sustainable Hong Kong.

We actively invest in community programmes benefitting different social segments, including children, youth, and the elderly, to address their evolving needs. We also regularly engage with the elderlies to appreciate their contributions. Since 2021, the Corporation has been working closely with social partners to give retired train components a second life under the “Legacy Train Revitalisation Programme” to serve as educational and rehabilitation uses.

The Corporation is committed to implementing various programmes, including the NGO and Social Enterprise Support Programme since 2016, and the ESG Project Allies programme since 2023, to co-create various initiatives for beneficiaries that address the four diversity focus areas of disability inclusion, ethnic diversity, gender equity, and intergenerational relationship, as well as to address crisis of the community including the relief for the Tai Po Fire Incident.

We support the communities through our “Art in MTR” initiative, integrating art into our station architecture and facilitating artists to stage their art-related activities or displays in our stations and malls, acting as community art galleries to enhance the travel experience. We strive to contribute our skills and assets to create a supportive and vibrant city where everyone can enjoy a positive and engaging lifestyle.

Read more

Environmental & Social Responsibility Policy

Community Connect

Art in MTR

Staff Volunteering

The Corporation is closely connected to our communities, and we are eager to support the sustainable development of our city. Our employees regularly organise and participate in community services and volunteer activities. In support of the philanthropy of our employees, our “More Time Reaching Community” (“MTRC”) Scheme provides funding and support for our staff volunteers to organise volunteering projects to support Corporate Environmental & Social Objectives. These volunteering activities are open to our current staff and their families and friends as well as MTR retirees.

Since 2022, the Corporation has co-organized the Inter Company Volunteer Week, to strengthen cross company volunteer exchange and drive impactful community service collaboratively.

Read more

More Time Reaching Community Scheme