ORR: framework for determining redress for booked assistance
Seeks views on a proposed draft framework to help rail operators determine appropriate redress when booked passenger assistance has not been provided.
Detail
The Office of Rail and Road (ORR) welcomes feedback on the effectiveness, completeness and practical application of the draft framework to help inform its further development.
The aim of the framework is to support more consistent, fair and transparent decision making while recognising the impact these failures can have on disabled passengers. It sets out the key factors operators should consider, including:
- the nature of the failure
- its impact on the passenger
- how the operator responds, while allowing flexibility to reflect individual circumstances
Read more on ORR’s website.