Consultation outcome

Rail sector: modifying complaints handling so as to mandate Alternative Dispute Resolution scheme membership

From:
Office of Rail and Road
Published
26 July 2018
Last updated
2 January 2019 鈥� See all updates
This consultation has concluded

Detail of outcome

A to this has been published by the Office of Rail and Road.

Original consultation

Summary

Proposes modifying the complaints handling licence conditions for rail companies so as to mandate membership of an Alternative Dispute Resolution scheme.

This consultation was held on .

This consultation ran from
to

Consultation description

We are proposing that:

  • rail companies be required to join the Alternative Dispute Resolution (ADR) scheme
  • the ADR scheme be incorporated into rail complaints handling procedures

ADR schemes provide consumers with an independent means of complaints resolution which, by means of decisions, are binding on companies. Currently only nonbinding mediation, advocating on behalf of individual passengers but with no formal powers to act or compensate, exist for:

  • the rail sector
  • Transport Focus
  • London TravelWatch

If successful all rail companies and affiliates will be required to be ADR members from 1 April 2019.

This action follows on from the outcomes of the 鈥�Rail sector: changes to complaints handling鈥� consultation of 2017.

Updates to this page

Published 26 July 2018
Last updated 2 January 2019 show all updates

  1. Outcome published.

  2. First published.

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