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.

Accessible Travel Policy (ATP)

Information aimed at train and station operators about having policies and practices in place that protect the interests of older and disabled passengers.

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

We have asked that Network Rail, train and station operators, work together under the governance structure of the Rail Delivery Group (RDG) Board to publish a Passenger Information Improvement Plan and revise it and re-issue it annually.