Code of practice on retail information

Towards a code of practice on retail information – developing the code

Date published: 26 September 2014
Closing date: 17:00 on 21 November 2014

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

Following the Department for Transport's (DfT) 'Rail fares and ticketing: next steps' report in 2013, ORR agreed to oversee the development of a code of practice on the provision of ticket information. 

The purpose of the code is to promote best practice in meeting consumer law and industry standards and help ensure that ticket retailers give passengers a clear understanding of what level of service they can expect, whether from a ticket office, online, a ticket machine, or other self-service channels. 

We are working with ticket retailers, both TOCs and third party retailers, and passenger representative groups such as Passenger Focus, to develop and agree the content of the code. 

This consultation document outlines the relevant regulatory framework, the information that passengers need, and some principals as to how this information should be provided to passengers. We seek views on the content and presentation of the Code from all stakeholders, including TOCs, industry and consumer representatives, and third party retailers.

Consultation document and responses

Stakeholder workshop

Our stakeholder workshop for the development of a code of practice on retail information took place on 20 October 2014. The note and presentation slides below summarise the main points of discussion.

The code

Implementation