Consultation on the development of a code of practice on the provision of railway ticket information.
Following the Department for Transport's (DfT) 'Rail fares and ticketing: next steps' report in 2013, ORR agreed to oversee the development of a code of practice on the provision of ticket information.
The purpose of the code is to promote best practice in meeting consumer law and industry standards and help ensure that ticket retailers give passengers a clear understanding of what level of service they can expect, whether from a ticket office, online, a ticket machine, or other self-service channels.
We are working with ticket retailers, both TOCs and third party retailers, and passenger representative groups such as Passenger Focus, to develop and agree the content of the code.
This consultation document outlines the relevant regulatory framework, the information that passengers need, and some principals as to how this information should be provided to passengers. We seek views on the content and presentation of the Code from all stakeholders, including TOCs, industry and consumer representatives, and third party retailers.
- Towards a code of practice on retail information
26 September 2014
- Compliance monitoring and retail information - letter from ORR to all TOCs
8 May 2015
- A code of practice on retail information for rail tickets and services
25 March 2015
- Code of practice on retail information – what information is relevant – a report by London Economics
Our stakeholder workshop for the development of a code of practice on retail information took place on 20 October 2014. The note and presentation slides below summarise the main points of discussion.