Regulator calls on rail operators to improve complaints processes and redress provision for disabled

Tom Richer
Tom Richer Posts: 94
in Travel and Transport

We have some exciting research that has just been published by the Office of Rail and Road (ORR).

The mixed method research project was a collaboration between ORR, research agency Trajectory, and Open Inclusion to better understand the complaint processes of disabled passengers when travelling by train. The research was eye-opening to listen to the barriers disabled passengers face when travelling by train but reassuring that ORR are looking into more accessible ways of making complaints.

  • What are some of the barriers that we are currently facing at train stations?
  • How does it feel that ORR are tackling this access barrier?

Tom

https://www.orr.gov.uk/search-news/regulator-calls-rail-operators-improve-complaints-processes-and-redress-provision

Comments

  • Samantha Fletcher
    Samantha Fletcher Member (Full) Posts: 90

    Very interesting as someone who struggles with the written word and forms, I would welcome a way to complain with audio and photos.

  • Tom Richer
    Tom Richer Posts: 94

    That's interesting @Samantha Fletcher because having varied methods of making a complaint did come up in the research. Not one way suits everybody I think is the saying?

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