Approving operators' complaints procedures and disabled policies

Reference: ORR/010/2013
Date published: 5 July 2013
Start date: 5 July 2013
Closing date: 2 August 2013

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. 

Following consultation in December 2011, the Department for Transport (DfT) agreed ORR should take on this approval role. 

This consultation asks licence and statements of national regulatory provisions (SNRPs) holders to consent to make this change.

In the case of CHPs , it will bring these functions together with ORR's role in the collection and publication of complaints data, where it is already working with the industry to improve data quality and consistency. ORR should be well placed to monitor the industry's performance in this area, for example by analysis of complaints data, as well as to engage with the industry in the delivery of improvements for passengers.

In the case of DPPPs, it will bring these functions together with ORR's existing responsibility for the enforcement of the Rail Vehicle Accessibility Regulations (RVAR) and the Persons with Reduced Mobility Technical Specification for Interoperability (PRM TSI), which relate to the accessibility of rail vehicles. It will provide ORR with a broader insight into how the industry is performing in respect of its disabled passengers and ensure it is better placed to identify issues of concern and engage with the industry and with passengers in the delivery of improvements.

Consultation letter

Approving operators' complaints procedures and disabled policies pdf icon PDF, 232 Kb