We are seeking views on our proposal to amend our Accessible Travel Policy (ATP) Guidance to require all operators to determine redress for failed assistance where it has not been delivered as booked on a case-by-case basis. We are also inviting comments on any other matters in the ATP Guidance that relate to the redress requirements.
Who should respond to this consultation?
This consultation will be of interest to:
- train and station operators
- rail funders and service specifiers
- publicly funded (franchised) operators
- infrastructure managers
- passenger bodies
- Rail Ombudsman
- disabled and older passengers
- members of the public
What we are consulting on:
We are seeking views on our proposal to amend our Accessible Travel Policy Guidance to require all operators to determine redress for failed assistance where it has not been delivered as booked on a case-by-case basis.
We are also asking operators to submit evidence to us if there are particular cost impacts arising from our proposals that we need to consider.
You can also submit any additional comments on other matters in the ATP Guidance that relate to the redress requirements. These may need to be considered separately, where this is deemed appropriate, and may be subject to further review and engagement in due course.
How to submit your response:
Please submit your response by 5pm on 11 July 2025. You can choose to:
1. Respond with our online form.
2. Send an email to ATP@orr.gov.uk
3. Write to us at:
ATP Guidance redress consultation
Office of Rail and Road
25 Cabot Square
London
E14 4QZ
4. Complete our Easy Read version, which can be posted or emailed to us
Publishing your response Collapse accordion Open accordion
We plan to publish all responses to this consultation on our website.
Should you wish for any information that you provide to be treated as confidential, please be aware that this may be subject to publication, or release to other parties or to disclosure, in accordance with the access to information regimes. These regimes are primarily the Freedom of Information Act 2000 (FOIA), the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 (DPA) and the Environmental Information Regulations 2004.
Under the FOIA, there is a statutory code of practice with which public authorities must comply and which deals, amongst other things, with obligations of confidence. In view of this, if you are seeking confidentiality for information you are providing, please explain why. If we receive a request for disclosure of the information, we will take full account of your explanation, but we cannot give an assurance that confidentiality can be maintained in all circumstances. An automatic confidentiality disclaimer generated by your IT system will not, of itself, be regarded as binding on ORR.
If you are seeking to make a response in confidence, we would also be grateful if you would annex any confidential information, or provide a non-confidential summary, so that we can publish the non-confidential aspects of your response.
Any personal data you provide to us will be used for the purposes of this consultation and will be handled in accordance with our privacy notice which sets out how we comply with the UK GDPR and Data Protection Act 2018.
Consent
In responding to this consultation you consent to us:
- handling your personal data for the purposes of this consultation;
- publishing your response on our website (unless you have indicated to us that you wish for your response to be treated as confidential as set out above.)
Your consent to either of the above can be withdrawn at any time. Further information about how we handle your personal data and your rights is set out in our privacy notice.
Accessible formats:
This consultation is available in the following accessible formats:
- HTML (and an accessible PDF download)
- Easy Read
- Large print
If you need this document in a different format, such as audio recording or braille, please contact us via:
Email: Webteam@orr.gov.uk
Telephone: 0207 282 2000 [select option 3]
Post:
Public Correspondence Team
Office of Rail and Road
25 Cabot Square
London
E14 4QZ
We will consider your request and will endeavour to get back to you with the accessible format within 10 working days.
