Disabled people's protection policy (DPPP)
Train and station operators are required by their operating licences to establish and comply with a disabled people's protection policy (DPPP) which must be approved by us.
A DPPP sets out, amongst other things, the arrangements and assistance that an operator will provide to protect the interests of disabled people using its services and to facilitate such use.
The 2009 Guidance on how to write your DPPP forms the basis of ORR's review and approval of operators DPPP. Here we provide information aimed at train and station operators about complying with these requirements. Operators should also refer to our PDF, 672 KbJuly 2014 regulatory statement . PDF, 304 Kb
Information for disabled and older passengers, on the types of services they can expect to receive when travelling by train is available on our website in our passengers with disabilities section.
The approval process
Approval of DPPPs for new franchises or new operators
Newly licensed operators or those with new franchise awards must establish and comply with a DPPP. The licence condition sets out the steps required.
To allow us to monitor train and station operators’ compliance with the DPPP licence condition, in 2016-17 we are carrying out a large-scale programme of consumer research looking in depth at accessibility and assistance. This will give us a clear picture of passengers with disabilities’ experiences of assisted travel. It will allow us to build up a strong evidence base to help us prioritise and target regulatory interventions that may be necessary to improve the experience for passengers with disabilities.
Our focus will be on the following areas:
- A survey of passengers who have booked assistance. This will provide insight into passengers’ experiences of the booking process, assistance provision, changing trains, and the knowledge and helpfulness of staff they interact with. It will also provide a measure of satisfaction with the overall experience.
- A mystery shop of ‘turn up and go’ (unbooked assistance) to check compliance, at an industry level, with the obligation to assist passengers who travel without booking ahead.
- A survey to measure levels of passengers with disabilities’ awareness of the current Passenger Assist and turn-up-and-go services. This will also investigate any potential barriers to travel for passengers who do not use these services and investigate ways in which information about them could best be presented and disseminated.
- A review of train and station operators’ websites to assess the provision and promotion of online assistance information from an accessibility perspective. This will provide a snapshot of how accessible these websites are to passengers with particular disabilities or impairments.
Once we have given our approval to a DPPP, we will publish a decision letter. The letter will summarise any issues that were raised during the approval process, note areas of good practice or highlight areas where we feel a licence holder should particularly seek to improve its practices.
- Review of Chiltern Railways DPPP 17/03/2017 PDF, 320 Kb
- Review of Tyne and Wear Metro DPPP 28/02/2017 PDF, 804 Kb
- Review of Eurostar DPPP 28/02/2017 PDF, 957 Kb
- Review of Grand Central DPPP 16/01/2017 PDF, 2,680 Kb
- Review of Virgin Trains DPPP 28/11/2016 PDF, 1,650 Kb
- Approval of Arriva Rail London (London Overground) DPPP 27/10/2016 PDF, 675 Kb
- Review of TFL Rail DPPP 24/10/16 PDF, 774 Kb
- Review of Arriva Trains Wales DPPP 20/10/2016 PDF, 2,192 Kb
- Approval of Greater Anglia DPPP 06/10/2016 PDF, 789 Kb
- Review of Glasgow Prestwick Airport DPPP 29/09/2016 PDF, 378 Kb
- Review of Virgin Trains East Coast DPPP 29/09/2016 PDF, 9,662 Kb
- Review of Hull Trains DPPP 20/09/2016 PDF, 1,850 Kb
- Review of South West Trains 20/09/2016 PDF, 1,643 Kb
- Review of Stobart Rail DPPP 26/08/2016 PDF, 2,159 Kb
- Review of CrossCountry DPPP 18/08/2016 PDF, 881 Kb
- Review of London Midland DPPP 08/08/2016 PDF, 886 Kb
- Review of Network Rail DPPP- 04/08/2016 PDF, 717 Kb
- Approval of Rail Operations Group DPPP 25/07/2016 PDF, 1,199 Kb
- Review of Merseyrail DPPP 12/07/2016 PDF, 1,631 Kb
- Review of c2c DPPP - 02/06/2016 PDF, 2,135 Kb
- Review of Review of Govia Thameslink Railway and Southern DPPP - 25 May 2016 PDF, 1,435 Kb
- Review of ScotRail DPPP - 18/05/2016 PDF, 1,572 Kb
- Review of Southeastern DPPP - 22/04/2016 PDF, 540 Kb
- Approval of Northern DPPP - 17/03/2016 PDF, 714 Kb
- Approval of TransPennine Express DPPP - 15/03/2016 PDF, 1,274 Kb
- Review of East Midlands Trains DPPP - 10/03/2016 Updated 01/10 to reflect changes to Consumer Rights Act PDF, 1,781 Kb
- Review of Great Western Railway's DPPP - 17/02/2016 PDF, 2,077 Kb
- Review of LOROL's DPPP - 01/02/2016 PDF, 1,414 Kb
- Review of FTPE DPPP - 29/01/2016 PDF, 1,231 Kb
- Approval of MTR Crossrail CHP and DPPP - 27/05/2015 PDF, 3,182 Kb
- Approval of Abellio ScotRail CHP and DPPP - 30/03/15 PDF, 1,394 Kb
- Approval of Serco Caledonian's CHP and DPPP - 05/03/2015 PDF, 1,527 Kb
- Approval of c2c's DPPP - 29/08/2014 PDF, 740 Kb
- Approval of Govia Thameslink Railway Limited's DPPP - 22/08/2014 PDF, 2,355 Kb
- Approval of LOROL's DPPP - 03/07/2014 PDF, 888 Kb
We are also responsible for monitoring licence holders’ compliance with their approved policies. In order to carry out this monitoring, we ask licence holders to submit data which we refer to as ‘core data indicators’. These core data indicators collect a wide range of information. Specifically linked to accessibility, we collect core data indicators regarding:
- The volume of complaints about accessibility received by licence holders;
- Data about the number of journeys for which a Disabled Persons Railcard was used;
- The volume of assisted journeys provided by licence holders; and
- Information about the disability awareness training provided to staff by licence holders.
We will also:
- hold regular meetings with Transport Focus and London TravelWatch to discuss their views and research;
- review additional market research relevant to ensuring disabled people can travel confidently on the railways; and
- on occasion we may require additional information from operators, where possible we intend to rely on the information operators' already produce to monitor and evaluate complaints and their procedures.
A newly licensed operator, or newly awarded franchise, may have limited experience or data on which to develop its DPPP. For this reason, we would expect an operators of a newly approved DPPP to review its effectiveness in providing assistance within a suitable period, to allow for changes in light of experience.
- Information for disabled passengers
- Regulatory statement PDF, 304 Kb
- How to write your disabled people's protection policy: a guide for train and station operators PDF, 672 Kb
- Disabled Persons Protection Policies (DPPP) industry workshop note – Monday 9 March 2015 PDF, 52 Kb
- Disabled People's Protection Policy compliance and approval process PDF, 330 Kb
18 December 2014
An open letter to all train operators setting out: changes to the Disabled People's Protections Policy approval process; and, areas where some operators may not be compliant with the requirements of Condition 5 of the Passenger and Station licences and the Statement of National Regulatory Provisions.
- Response to ORR's open letter of 18 December 2014, from the Association of Train Operating Companies (ATOC) PDF, 743 Kb
12 January 2015
- Summary of DPPP workshop PDF, 208 Kb
- Speech by Anna Walker from ORR's workshop on DPPP PDF, 155 Kb
- For further information or to speak to us, please email DPPP@orr.gsi.gov.uk.
In January 2014 we commissioned independent research to give us insight into disabled travellers' awareness of the assistance available when travelling by train to inform our work in this area. Links to a summary document, and the full report, can be found below:
- Disabled rail passengers' awareness of assistance from train operators PDF, 268 Kb
- Disabled travellers' awareness of rights - report by Accent PDF, 1,071 Kb