Frequently Asked Questions

Frequently Asked Questions

Find a FAQ

Anti Social Behaviour Text Service

What if I don’t want my personal information to be processed, or if I want my personal information deleted?

You have the right under applicable Data Protection Laws to access personal data held about you. You also have the right to the rectification of inaccurate data and the erasure of Personal Data where there is no longer a legal ground for processing of the information as per the Iarnród Éireann Data Retention Policy.

You have the following rights (S4 of the IÉ Data Protection Policy, May 2018), in certain circumstances and subject to certain restrictions, in relation to your personal data:

  • the right to access your personal data;
  • the right to request the rectification and or erasure of your personal data;
  • the right to restrict the use of your personal data;
  • the right to object to the processing of your personal data, where we are processing it based on this being necessary for the purposes of our, or of a third party’s legitimate interest;
  • the right to receive your personal data, which you provided to us, in a structured, commonly used and machine-readable format or to require us to transmit that data to another controller, where we are processing the data based on your consent of that this is necessary for the performance of a contract with you.

In order to exercise any of the rights set out above, please contact our Data Protection Officer on dpo@irishrail.ie

Can the Gardaí access the anti-social text message I sent and my number?

Depending on the nature of the incident, Iarnród Éireann may be required to pass your information to the Gardaí, particularly if the Gardaí are investigating criminal activity on the DART or at stations and you are a witness to the commission of a crime.

How do I use the anti-social behaviour text service?

Text the keyword “TRAIN”, along with your report of anti-social behaviour, to 51444 

It’s important that you use the keyword 'TRAIN', as the text number 51444 is a Shared Text Service – using “TRAIN” means that the text is directed to Iarnrod Éireann Irish Rail.

How will I know that my anti-social behaviour text message has been received and responded to?

You will know that your message is received because on receipt of your text message, an automated message will be sent to you to advise you that if your text relates to a safety incident and or an emergency, you should call the Gardaí on 999 or 112.

You do not need to wait on the DART or at the station to ensure that Iarnrod Éireann has responded to the concern raised.  All messages related to anti-social behaviour will be responded to in accordance with Iarnrod Éireann protocols.  

Is there a cost to use the anti-social behaviour text service?

Yes for the cost of sending the text.

The message rate depends on the user's mobile operator and particular price plan to which they are signed up.

For information on the standard message rate that applies, contact your mobile operator. 

A standard text is 155 Characters.

What are examples of an emergency (when I should call 999 or 112)?

Examples of emergencies include (but are not limited to) when:

  • Someone’s life is at risk;
  • A crime is happening now;
  • Someone is injured or threatened;
  • You need an ambulance urgently;  
  • There is a fire. 

For safety-related incidents emergencies, always call 999 or 112.

What are some examples of the type of situations that may be reported using the anti-social behaviour text service?

Anti-social behaviour should be reported using the Text Service.  Anti-social behaviour occurs when a person acts in a way that causes or may cause another person harassment, significant or persistent alarm, distress, fear or intimidation, or impairs their use or enjoyment of their property, or of DART or of Iarnrod Éireann property in a significant or persistent way.

Anti-social behaviour that may be reported using the Text Service includes (but is not limited to) public intoxication, disorderly conduct, vandalism, or abusive or insulting behaviour. 

What can I do if I have questions regarding the collection and processing of my personal information?

 If you have any questions about how your personal data is collected and processed, you can review our Privacy Policy (which includes information about data processing in the context of the Iarnrod Éireann Text Service).

You can also contact us by email on dpo@irishrail.ie

What happens when my anti-social text message is received?

  • On receipt of your text message, an automated message will be sent to you by our service provider, Sendmode to advise you that your text must relate to anti-social behaviour and if your text relates to a safety incident and or an emergency, you should call the Gardaí on 999 or 112
  • If your text is reporting anti-social behaviour, staff will review the report and will follow Iarnród Éireann protocols to follow-up (including with you if necessary) about the incident.

What hours does the anti-social behaviour text service operate?

The text service operates during DART operational hours.

What if the anti-social behaviour text service does not work for any reason?

Iarnród Éireann, on its own behalf and the behalf of any contractor, subcontractor, agent or partner of Iarnród Éireann, does not accept any responsibility for any technical failure or malfunction or any other problem in any network, system, server, provider, or otherwise which may result in any text sent via the Service being lost or not properly sent or received or responded to. 

Customers and other users of the Service hereby waive any claim whatsoever against Iarnrod Eireann for any liability, loss, costs, damages and expenses arising from any such problems or arising as a result of or in connection with using the Service.

What is a shared text message used by the anti-social behaviour test service?

We use the number 51444 as our text number.  This number is provided to us for use by Sendmode. Other services use the 51444 number, meaning that it is a shared number. 

However, by using the keyword “TRAIN” in your text, this designates your text as belonging to the Iarnrod Éireann Text Service, and it means that your text is directed to us (and specifically to the designated and Iarnrod Éireann Staff teams who will review and act on it.

What is the Iarnród Éireann anti-social behaviour text service?

The Text SMS Service is a service which allows customers to discreetly report incidents of anti-social behaviour on board a DART or at a DART station.  

What is the legal basis for processing my personal information when I use the anti-social behaviour text service?

The legal bases on which we collect, process and transfer personal data relating to you in the manner described above are:

Iarnród Éireann is committed to ensuring the lawful, fair and transparent collection of data. Personal Data shall be collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes.Personal Data shall be processed lawfully, fairly and in a transparent manner in relation to the data subject. In this instance there are legitimate interests for collecting this data.

When I use the anti-social behaviour text service, where does my message go and who sees the text?

When you text TRAIN to 51444, your text message is received (firstly) by our service provider, Sendmode and is then passed to or is accessible by designated Iarnród Éireann staff for investigation. 

This is always subject to any system or network issues or time delays. 

When should I use the anti-social behaviour text service?

Use the text service when you see incidents of anti-social behaviour on board a DART or at a DART station that you believe should be reported to improve the overall customer experience.

For safety-related incidents emergencies, always call 999 or 112.

Why is my personal information being collected and processed when I use the anti-social behavior text service?

The purpose of this processing is to enable Iarnrod Éireann to track and appropriately deal with anti-social behaviour on the DART or at the train station and or to track and appropriately deal with damage to property. 

For more information about our processing of personal information as part of the Iarnrod Éireann Text Service, please see our Privacy Policy.

Why is my personal information being collected and processed when I use the anti-social behavior text service?

The purpose of this processing is to enable Iarnrod Éireann to track and appropriately deal with anti-social behaviour on the DART or at the train station and or to track and appropriately deal with damage to property. 

For more information about our processing of personal information as part of the Iarnrod Éireann Text Service, please see our Privacy Policy.

Why is the anti-social behaviour text service not free?

The text service is not free because Iarnród Éireann was advised that a free text service may have resulted in more hoax or non-genuine texts being received.

The aim of the text service is to improve the customer experience while not disrupting the service to deal with prank texts. 

Will anyone other than Iarnrod Éireann receive my personal information if I use the anti-social behaviour text service?

Our text service provider, Sendmode, will receive your data to assist us in operating the Iarnrod Éireann Text Service.  

Depending on the nature of the incident, Iarnrod Éireann may be required to pass your information to the Gardaí, particularly if the Gardaí are investigating criminal activity on the DART, or at any DART station and you are a witness to the commission of a crime. 

In addition, we may need to pass your information to our insurers or legal advisers as part of any claim in relation to the reported incident. 

Where data is shared it will be governed by a contract in line with the Iarnrod Éireann Data Protection Policy, May 2018.

Will Iarnród Éireann use the personal details I provided when reporting anti-social behaviour for sales or marketing purposes?

No.  Iarnród Éireann will not share your personal information with third parties except as necessary to address the information contained in your text message through the Train Text Service and as identified in the Terms and FAQs and our Privacy Policy. 

The information you provide as part of the Iarnrod Eireann Text Service will not be used for the purposes of marketing to you. 

As identified in these Terms and FAQs, Iarnród Éireann contracts with third-party service providers to assist with the Text Service. 

Our service providers are required to keep confidential the information received on behalf of Iarnród Éireann and may not use it for any purpose other than to carry out the services they are performing for Iarnród Éireann. These service providers may change or we may contract with additional service providers to better accommodate our customers. 

Will the DART be stopped if someone reports anti-social behaviour via the text service?

We do not envisage stopping the service as a result of reported anti-social behaviour. 

However, in the event of an emergency or safety related incident, Iarnrod Éireann will follow normal protocols and a service or services may be disrupted.   

Will the driver or Staff member identify that it was me on the DART or platform who texted the anti-social behaviour?

Your personal details obtained from the text will not be disclosed to Staff (apart from those who designated to operate the Service) or to third parties. The aim of the text Service is to invite customers to text discreetly, to report an incident of anti-social behaviour.