Consumer

Consultation on a draft Complaints Code of Practice

3 August 2021
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In this consultation we set out proposals to replace our current guidance on complaints handling procedures for licence holders with a new Complaints Code of Practice and amended licence condition.

A model for customer information management

29 July 2021
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We have challenged and worked with the rail industry to deliver a step change in customer satisfaction with information provision specifically through greater industry wide collaboration.

Train operators are meeting ORR’s challenge to improve rail accessibility experience, and must continue progress as passengers return

6 July 2021
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The Office of Rail and Road’s (ORR) annual rail consumer report shows that it has worked constructively across industry to deliver improvements for passengers, particularly on refund rights and accessibility, despite the challenges of the past year. The regulator also sets out its focus for the coming year on locking in these improvements through monitoring and enforcing adherence to its

Annual rail consumer report 2021

6 July 2021
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Our annual report focusing on the performance of train companies and Network Rail in the consumer areas we regulate.

Passenger information

25 June 2021
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We ensure train companies provide accurate and timely information, particularly during disruption. We also investigate timetabling issues.