Rail sector: modifying complaints handling so as to mandate Alternative Dispute Resolution scheme membership
Proposes modifying the complaints handling licence conditions for rail companies so as to mandate membership of an Alternative Dispute Resolution scheme.
Detail
We are proposing that:
- rail companies be required to join the Rail Delivery Group’s 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 ‘Rail sector: changes to complaints handling’ consultation of 2017.