Consultations

Here you’ll find all our consultations, both open and concluded, past policy, licence and access casework consultations. You’ll also find our response to consultations from other organisations.

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.

Changes to complaints handling

29 July 2019
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We have published the results of research which reviews complaints handling in regulated sectors which have an ombudsman.

Improving Assisted Travel: a consultation

30 April 2018
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We have published a summary of those responses, and set out the steps we will take to strengthen the arrangements for Assisted Travel, including a review of the 2009 DPPP Guidance.

Call for evidence on passenger compensation

15 January 2016
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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.

Retail market review conclusions

7 September 2015
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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.

Real time train information - findings from our review

28 February 2013

Content archived on 28 November 2021

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This consultation reported on the the findings of our review of National Rail Enquiries' (NRE) voluntary code of practice (the code), which governs how NRE deals with applications for access to its real time train information (RTTI) database ('Darwin').