Consultations

Sought 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 also invited comments on any other matters in the ATP Guidance that relate to the redress requirements.

Seeks feedback on new guidance on rail retailing which aims to assist rail retailers in meeting their consumer law obligations regarding the provision of information to passengers.

Sought feedback on a new framework to benchmark the performance of train and station operators’ delivery of assistance to rail passengers.

Call for evidence for the ORR independent review of train operators’ revenue protection practices.

The May 2021 Plan for Rail states that ORR will take over responsibility from the Rail Delivery Group (RDG) for sponsoring the Rail Ombudsman.

Notice of statutory consultations on changes to modify the Complaints Handling obligations in the rail licences and Statement of National Regulatory Provisions (SNRPs).

Consultation on replacing our current guidance on complaints handling procedures for licence holders with a new Complaints Code of Practice (CoP).

We have received licence holder consent for the new licence condition on delay compensation. We have therefore published notification of this licence change, which will come into force on the 1 April 2022.

ORR response to BEIS consultation on reforming competition and consumer policy.

Consultation to revise the Accessible Travel Policy (ATP) Guidance. This aims to improve the availability of accessible vehicles for use by disabled passengers during rail disruption, and to ensure passengers know where accessible buses and coaches will be operated.

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

Alongside the Accessible Travel Policy Guidance and the responses themselves, we have published a summary of the responses, and set out the steps we will take to ensure train and station operators, including Network Rail, deliver these improvements.

Following a consultation we have published a mofified notice formalising changes to conditions in operators licences and SNRPs and hanges to the Disabled People’s Protection Policy condition in licences and SNRPs.

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.

Consultation on options for how we regulate obligations relating to Disabled People’s Protections Policies (DPPPs) and Complaints Handling Procedures (CHPs) for station licence holders and charter operators.

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.

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

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.

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.

We have received a very varied response to our consultation on proposals to clarify and consolidate accountability for providing passenger information in licences.