Consumer consultations

Our consumer consultations and conclusions.

Consultation on improving access to delay compensation
Closing date: 28 Aug 2020
We have published our proposals to improve access to delay compensation through a new licence condition, code of practice and Third Party Intermediary code. These proposals seek to tackle some of the key barriers to delay compensation, including awareness and ease of process. We also set out a requirement for train companies to receive claims submitted via Third Party Intermediaries, provided that these TPIs comply with good practice standards.

Consultation on Accessible Travel Policy Guidance - accessibility of rail replacement services
Closing date: 14 Feb 2020
Consultation to revise the Accessible Travel Policy (ATP) Guidance published in July 2019.

Changes to complaints handling
Closing date: 26 Mar 2019
We published our decision on proposals to modify passenger and station licences to mandate membership of the Alternative Dispute Resolution (ADR) scheme to ensure that consumers are given long-term certainty of the ability to obtain a free and binding means of independent redress. We have also published the statutory licence modification notice to mandate membership.

Improving Assisted Travel – A consultation on changes to guidance for train and station operators on Disabled People's Protection Policy (DPPP)
Closing date: 15 Feb 2019
On 27 July 2019 we published our Accessible Travel Policy Guidance, a summary of the responses and we have also set out the steps we will take to ensure train and station operators, including Network Rail, deliver improvements on Assisted Travel.

Improving Assisted Travel: a consultation
Closing date: 15 Nov 2017
On 30 April 2018 we published our 'Improving Assisted Travel: a consultation summary & next steps'.

Consultation on the scope of regulation for some categories of licence holder for Complaints Handling Procedures and Disabled People’s Protection Policies
Closing date: 20 Jan 2017
Consultation on options for how we regulate obligations relating to Disabled People’s Protections Policies (DPPPs) and Complaints Handling Procedures (CHPs) for station licence holders and charter operators.

Call for evidence on passenger compensation
Closing date: 7 Feb 2016
The purpose of this letter is to invite interested parties to submit evidence that may support ORR’s enquiries into the issues raised in the super-complaint made by Which?

Retail market review conclusions
Closing date: 21 Sep 2015
The Retail Market Review (the Review) is focused on who sells tickets, what tickets are sold, where and how tickets are sold, and the ticket format.

Draft guidance on complaints handling procedures for licence holders
Closing date: 29 Jul 2015
Train and station licence holders are required, by their operating licence, to have approved complaints handling procedures and to comply with them.

Code of practice on retail information - consultation on developing a code
Closing date: 21 Nov 2014
Consultation on the development of a code of practice on the provision of railway ticket information.

Code of practice on retail information
Closing date: 21 Nov 2014
Consultation on the development of a code of practice on the provision of railway ticket information.

Retail market review - consultation on the potential impacts of regulation and industry arrangements and practices for ticket selling
Closing date: 31 Oct 2014
How regulation and industry practices and arrangements for ticket selling are facilitating choice and promoting investment and innovation in the best interests of passengers.

Developing minimum core data for monitoring operators’ CHPs and DPPP performance
Closing date: 29 Aug 2014
This consultation invited interested parties to comment on our proposals to establish a core data set for complaint handling procedures (CHPs) and disabled people's protection policies (DPPPs).

Approving operators' complaints procedures and disabled policies
Closing date: 2 Aug 2013
A consultation on approving operators' complaints procedures and disabled policies.

Real time train information - findings from our review
Closing date: 28 Feb 2013

Amending licences to give passengers the information they need to plan and make journeys
Closing date: 20 Jun 2011