The CoP sets out good practice principles – and core minimum requirements – that train and station operators must deliver through their complaints handling procedures.
The new CoP is designed to embed a culture where insights from complaints are used to drive continuous improvement, and to incentivise quality and timeliness in complaints handling, which are the key drivers of passenger satisfaction with the complaints handling process.
The CoP contains new reporting requirements that will require train operators to publish information annually on how they have actively used and applied learning from complaints within their business.
Jacqui Russell, ORR’s Head of Consumer Team, said:
ORR intends for the new CoP to come into effect from 1 April 2023 – subject to the receipt of train and station operators’ consent to the changes, which it will seek via a statutory consultation on licence change later this month.