Improving Assisted Travel – A consultation on changes to guidance for train and station operators on Disabled People's Protection Policy (DPPP)

Date published: 14 November 2018
Closing date: 18 January 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.

It is the culmination of the work we have undertaken so far to understand passengers' experience of this service and to develop concrete proposals that are designed to bring greater quality, consistency and reliability to the assistance available for disabled passengers.

We are consulting on proposals to:

  • Increase the reliability of assistance for disabled passengers by introducing a new standardised handover process for all GB mainline stations. This will work in tandem with new arrangements to strengthen communication between stations and measures to introduce greater accountability for assistance provision.
  • Improve accessible journey planning by standardising key station accessibility information on facilities, step-free access and staffing to provide a better and more accurate picture of what disabled passengers can expect at each station.
  • Reduce the notice period for booking assistance, currently up to 24 hours before travel, we are consulting on three options for passengers; booking by 10pm the night before travel, booking a minimum of 6 hours before travel and booking a minimum of 2 hours before travel.
  • Ensure all train companies provide compensation to passengers if they do not receive the assistance they have booked.
  • Standardise and improve information for passengers including a more concise passenger leaflet focused on what to expect before travelling, at the station, on the train and if things go wrong. ORR is also recommending the Rail Delivery Group promote Assisted Travel to the people who would benefit from this service but do not currently travel by rail.
  • Strengthen train and station operators’ staff training including involving disabled people in its delivery and requiring staff to have refresher training at least every two years. This would ensure disabled passengers, including those with hidden disabilities, receive a better, more consistent service from all staff whether they book assistance in advance or travel spontaneously.

Responding to the consultation

Please provide your response by 18 January 2019 using the response pro forma, by email or in writing to:

Email: DPPP@orr.gov.uk

Consumer Policy Team
One Kemble Street
London
WC2B 4AN

Easy Read and Large Print versions of the consultation are available for download. An audio version of the consultation is available by clicking on the Youtube link provided. Please contact us if you would like the consultation or its annexes in an alternative format.

Publishing your response

We plan to publish all responses to this consultation on our website. This may include your personal data such as your name and job title.

Should you wish any information that you provide, including personal data, to be treated as confidential, please be aware that this may be subject to publication, or release to other parties or to disclosure, in accordance with the access to information regimes. These regimes are primarily the Freedom of Information Act 2000 (FOIA), the General Data Protection Regulation (GDPR,) the Data Protection Act 2018 (DPA) and the Environmental Information Regulations 2004.

Under the FOIA, there is a statutory code of practice with which public authorities must comply and which deals, amongst other things, with obligations of confidence. In view of this, if you are seeking confidentiality for information you are providing, please explain why. If we receive a request for disclosure of the information, we will take full account of your explanation, but we cannot give an assurance that confidentiality can be maintained in all circumstances. An automatic confidentiality disclaimer generated by your IT system will not, of itself, be regarded as binding on ORR.

If you are seeking to make a response in confidence, we would also be grateful if you would annex any confidential information, or provide a non-confidential summary, so that we can publish the non-confidential aspects of your response.

Any personal data you provide to us will be used for the purposes of this consultation and will be handled in accordance with our privacy notice which sets out how we comply with the General Data Protection Regulation and Data Protection Act 2018.

Consent

In responding to this consultation you consent to us:

  • handling your personal data for the purposes of this consultation;
  • publishing your response on our website (unless you have indicated to us that you wish for your response to be treated as confidential as set out above.)

Your consent to either of the above can be withdrawn at any time. Further information about how we handle your personal data and your rights is set out in our privacy notice.

Format of responses

So that we are able to apply web standards to content on our website, we would prefer that you email us your response either in Microsoft Word format or OpenDocument Text (.odt) format.

If you do send us a PDF document, please:

  • create it from the electronic Word file (preferably using Adobe Acrobat), as opposed to an image scan, where possible; and
  • ensure that the PDF's security method is set to no security in the document properties.

Consultation document