Consumer

At the Office of Road and Rail (ORR), we've been reviewing how train and station operators handle passenger complaints. Passengers should be at the heart of the railway, and central to this, they now play an increasingly important role in the operation of the railway; both by contributing to a growing share of its running costs but also providing valuable feedback to ensure services better meet

The Office of Rail and Road (ORR) has issued new guidance on complaints handling procedures (CHPs) for the rail industry.

7 August 2015 Stephanie Tobyn, ORR's consumer deputy director, on what we are doing to empower passengers with right information during disruptions.

3 July 2015 At the Office of Rail and Road (ORR), we've been conducting a review of the rules and regulations governing the way tickets are sold, what tickets are sold and the format tickets are provided in (eg orange credit card-sized paper ticket or smart card). We want to know whether these regulations are getting in the way of passengers benefitting from better service and more innovation

3 July 2015 At the Office of Rail and Road (ORR), we've been conducting a review of the rules and regulations governing the way tickets are sold, what tickets are sold and the format tickets are provided in (eg orange credit card-sized paper ticket or smart card). We want to know whether these regulations are getting in the way of passengers benefitting from better service and more innovation

Statement from the Office of Rail and Road (ORR), following the Channel 4 Dispatches programme 'Trains: Are You Paying too Much?' which aired on the 01 June 2015.

The Office of Rail Regulation (ORR) has welcomed the rail industry's commitment to a new code of practice on providing clear and transparent ticket information to passengers, to help them make the right choices.