Consumer consultations

Our consumer consultations and conclusions.

Improving Assisted Travel – A consultation on changes to guidance for train and station operators on Disabled People's Protection Policy (DPPP)
Closing date: 18 Jan 2019
This consultation sets out proposals to change the Disabled People's Protection Policy (DPPP) Guidance for train and station operators on how to write their policies for helping disabled people to travel by rail.


Changes to complaints handling
Closing date: 20 Sep 2018
A consultation on modifying licence condition 6 (complaints handling) to make membership of the Alternative Dispute Resolution (ADR) scheme in the rail sector a mandatory requirement.


Improving Assisted Travel: a consultation
Closing date: 15 Nov 2017
On 30 April 2018 we published our 'Improving Assisted Travel: a consultation summary & next steps'.


Consultation on the scope of regulation for some categories of licence holder for Complaints Handling Procedures and Disabled People’s Protection Policies
Closing date: 20 Jan 2017
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.


Call for evidence on passenger compensation
Closing date: 7 Feb 2016
The purpose of this letter is to invite interested parties to submit evidence that may support ORR’s enquiries into the issues raised in the super-complaint made by Which?


Retail market review conclusions
Closing date: 21 Sep 2015
The Retail Market Review (the Review) is focused on who sells tickets, what tickets are sold, where and how tickets are sold, and the ticket format.


Draft guidance on complaints handling procedures for licence holders
Closing date: 29 Jul 2015
Train and station licence holders are required, by their operating licence, to have approved complaints handling procedures and to comply with them.


Code of practice on retail information - consultation on developing a code
Closing date: 21 Nov 2014
Consultation on the development of a code of practice on the provision of railway ticket information.


Code of practice on retail information
Closing date: 21 Nov 2014
Consultation on the development of a code of practice on the provision of railway ticket information.


Retail market review - consultation on the potential impacts of regulation and industry arrangements and practices for ticket selling
Closing date: 31 Oct 2014
How regulation and industry practices and arrangements for ticket selling are facilitating choice and promoting investment and innovation in the best interests of passengers.


Developing minimum core data for monitoring operators’ CHPs and DPPP performance
Closing date: 29 Aug 2014
This consultation invited interested parties to comment on our proposals to establish a core data set for complaint handling procedures (CHPs) and disabled people's protection policies (DPPPs).


Approving operators' complaints procedures and disabled policies
Closing date: 2 Aug 2013
A consultation on approving operators' complaints procedures and disabled policies.


Real time train information - findings from our review
Closing date: 28 Feb 2013


Amending licences to give passengers the information they need to plan and make journeys
Closing date: 20 Jun 2011