Response to BEIS consultation on reforming competition and consumer policy
8 October 2021
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ORR response to BEIS consultation on reforming competition and consumer policy.
Consumer
Accessible Travel Policies (ATPs) decision letters
22 September 2021
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Accessible Travel Policies (ATPs) decision letters
Improving access to delay compensation – ORR's decision on proposals for a new licence condition
31 August 2021
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We have published our decision on the proposals for a new delay compensation Licence Condition and Code of Practice. We have also published the statutory licence modification notice. Responses from licence holders are due by 28 September 2021.
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.
ORR research into passenger experiences of assisted travel
6 July 2021
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The Office and Rail and Road is working in conjunction with the professional research agency Breaking Blue and train companies to gather feedback on passengers' experiences of using assisted travel services.
Train operators kept passengers well informed during ‘cracks issue’, regulator finds
25 June 2021
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An Office of Rail and Road (ORR) passenger impact review, published today, shows that train operators affected by the cracks found in a component on the Hitachi 800 trains were still able to provide clear and consistent information to passengers during the disruption.
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.