Rail operators

Super-complaint update

Content archived on 01 July 2025

17 February 2016
ORR’s Deputy Director for Consumers, Stephanie Tobyn, is leading ORR’s response to Which?’s super-complaint on rail passenger compensation and gives an update.

Call for evidence on passenger compensation

15 January 2016
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
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.

First aid at railway stations

2 June 2015
When assessing first aid requirements at railway stations it is good practice to consider passengers' needs as well as those of employees.

Stage 5 – Capture performance information and update bow tie/risk profile

20 May 2015
The Risk Management Maturity Model (RM3) provides a useful mechanism to understand the capability of the organisation to sustain (or improve) high levels of effective control ie to understand why an organisation is performing as it is. Information captured from the audits can be used to help inform the RM3 evaluation.
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