Consultations

The purpose of this letter was to invite interested parties to submit evidence that may support ORR’s enquiries into the issues raised in the super-complaint made by Which? regarding rail passenger compensation.

ORR’s Retail Market Review focused on who sells tickets, what tickets are sold, where and how tickets are sold, and the ticket format. We considered this from the point of view of the industry rules and practices that govern how all retailers (train operating companies (TOCs) and third party retailers) sell tickets.

This consultation was on the proposed new complaints handling procedures guidance. It set out what we will look for when exercising our approval role and when monitoring for continuing compliance.

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.

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