Consultations

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.

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.

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

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.

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.

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.