On 17 July we published two regulatory statements on the licensing conditions for complaint handling procedures (CHPs) and disabled people's protection policies (DPPPs). These explain our approach to monitoring these conditions and set out that we intend to draw on a minimum set of core data in doing so.
This consultation invited operators, passenger groups, disability representative groups, individual disabled people, and other interested parties, to comment on our proposals to establish a core data set.
Consultation letter
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Developing minimum core data for monitoring operators' CHP and DPPP performance - consultation letter, 17 July 2014
Further information
- Core data update and forward workplan
The purpose of this letter is to set out ORR's final view on what should be contained in a core data set for Complaints Handling Procedures (CHP) and Disabled People's Protection Policies (DPPP) compliance monitoring. It also sets out the process agreed with industry for implementing it.
1 September 2015 - Regulatory statement on DPPP
- Regulatory statement on CHP
Core data correspondence
Engaging passengers through social media
On 30 September 2015, ORR hosted a workshop attended by representatives of the train operator companies (TOCs) and other key stakeholders to discuss passenger engagement through social media in the rail industry.
View the slides presented by Dr Scott Hamilton of ORR at the workshop and a summary note of the meeting discussion.