Licence obligations to consumers

Train and station operators are required to comply with a range of conditions in their licences.

The main consumer-facing conditions which are monitored and enforced by us are set out in this section.

Disabled people's protection policies (DPPPs)

Train and station operators are required by their operating licences to establish and comply with a disabled people's protection policy (DPPP).

Complaints handling procedures (CHPs)

Train and station operators are required by their operating licences to establish and comply with a procedure for handling complaints relating to licensed activities from customers and potential customers.

Passenger information during disruption

This is the Passenger Focus (now known as Transport Focus) report which was commissioned by ORR to understand whether passengers receive timely, accurate and accessible information when they face delays to their journeys.