We are shaping how we will work alongside the new watchdog to protect passenger interests and maintain effective consumer oversight.
A new Passenger Watchdog will take on some functions currently carried out by ORR in relation to passenger information, accessible travel, complaints, delay compensation and sponsorship of the Rail Ombudsman.
ORR and the Passenger Watchdog will work together to secure improved outcomes for passengers, with the Watchdog leading on advocacy, setting and monitoring consumer standards, investigation and escalation of passenger issues, and ORR providing the complementary monitoring and enforcement of relevant passenger licence conditions.
We are working collaboratively with Transport Focus to design the interface between the organisations to protect passenger interests and maintain effective consumer oversight.
We published a heads of terms document in June 2026 setting out the proposed structure of the MOU. We intend to publish the full, co-signed MOU document, ahead of the date that the Passenger Watchdog assumes its new functions.