Improving Assisted Travel – A consultation on changes to guidance for train and station operators on Disabled People's Protection Policy (DPPP)
Alongside the Accessible Travel Policy Guidance and the responses themselves, we have published a summary of the responses, and set out the steps we will take to ensure train and station operators, including Network Rail, deliver these improvements. We also produced this summary document in Easy Read and Large Print formats. Other accessible formats are also available on request.
We have written to the Managing Directors of the train and station operators we regulate, including Network Rail, requiring them to submit their revised policies by December 2019. We will monitor their progress in delivering their commitments.
Published on 27 July 2019:
- Accessible Travel Policy Guidance for train and station operators PDF, 908 Kb
- Improving Assisted Travel: a summary of consultation responses; and ORR’s response and next steps PDF, 648 Kb
- Improving Assisted Travel: a summary of consultation responses; and ORR’s response and next steps Large Print) PDF, 878 Kb
- Improving Assisted Travel: a summary of consultation responses; and ORR’s response and next steps (Black and White) PDF, 620 Kb
- Improving Assisted Travel: a summary of consultation responses; and ORR’s response and next steps (at a glance summary) PDF, 1,097 Kb
- Improving Assisted Travel: a summary of consultation responses; and ORR’s response and next steps (Easy Read) PDF, 5,664 Kb
- Consultation responses PDF, 12,661 Kb
- Equality Impact Assessment PDF, 264 Kb
- Regulatory Impact Assessment PDF, 256 Kb
- Letter to rail company Managing Directors PDF, 336 Kb
- Press release
November 2018 consultation
Date published: 14 November 2018
Closing date: 15 February 2019 (extended from 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.
Note on consultation responses
We’re aware that there was a temporary issue with our consultation inbox, meaning that some consultation responses may not have been received. To ensure we receive everyone’s response we’re asking that anyone who has emailed their response please resend it to DPPP@orr.gov.uk. We apologise for the inconvenience. If you have sent it by post there is no need to resend.
- Improving assisted travel consultation 2018 PDF, 3,197 Kb
- Annex A: Draft Revised Guidance PDF, 705 Kb
- Annex B: Comparison Tables PDF, 296 Kb
- Annex C: Regulatory Impact Assessment PDF, 329 Kb
- Annex D: Equality Impact Assessment PDF, 291 Kb
- Response Pro Forma (Word format ) ( DOCX, 47 KbOpen Document Text format ) ODT, 41 Kb
- Large Print version PDF, 2,431 Kb
- Black & White version PDF, 2,967 Kb
- Easy Read version PDF, 5,738 Kb
- Press release
- Audio file of the full report (alternatively play the clip below)