Consumer

Retail market review - consultation on the potential impacts of regulation and industry arrangements and practices for ticket selling

11 February 2015

ORR's retail market review considers how regulation and industry practices and arrangements for ticket selling are facilitating choice and promoting investment and innovation in the best interests of passengers. This consultation document set out these arrangements, and identified potential impacts on the retail market.

Code of practice on retail information

11 February 2015

Consultation on the development of a code of practice on the provision of railway ticket information.

Improving access to Britain’s railways

Content archived on 2 July 2021

16 January 2015

Tomorrow (17 January 2015) is Disabled Access Day. The day is all about people getting out and about and visiting new places – and it provides a good opportunity to highlight ORR's current work with passengers, the rail industry and developers to help improve rail services for disabled passengers.

Regulator urges rail passengers to claim compensation for travel disruption

Content archived on 2 July 2021

30 December 2014

The Office of Rail Regulation (ORR) is today urging all passengers who have been affected by significant travel disruption to claim the compensation they are entitled to.

Code of practice on retail information - consultation on developing a code

21 November 2014

Consultation on the development of a code of practice on the provision of railway ticket information.

Protecting consumers

20 November 2014

Train companies have a number of consumer facing obligations and it is important that passengers get the service to which they are entitled. We oversee a number of these obligations which sit in train companies’ licences and in general consumer law (others sit, for example in train companies’ franchise agreements with Government).

Why is it so hard to capture complaints made through social media?

Content archived on 2 July 2021

14 November 2014

The impact of social media, Peter Moran and Sneha Patel, ORR information and analysis team.

Rail industry signs up to plan to improve passenger information during disruption

Content archived on 2 July 2021

22 September 2014

The Office of Rail Regulation (ORR) today welcomes the commitment of the rail industry to improve passenger information during disruption and sets out what it expects to see in a new action plan to be published in November.

Developing minimum core data for monitoring operators’ CHPs and DPPP performance

29 August 2014

This consultation invited operators, passenger groups, disability representative groups, individual disabled people, and other interested parties, to comment on our proposals to establish a core data set.

Approving operators' complaints procedures and disabled policies

2 August 2014

Licensed passenger train and station operators have to comply with a complaints handling procedure (CHP) and a disabled people's protection policy (DPPP) that are currently approved by the secretary of State.

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