Consultation outcome

Complaints handling obligation rail licence modification

• From: Office of Rail and Road
• Published: 24 October 2022
• Last updated: 8 August 2023 — See all updates

Applies to England, Scotland and Wales

This consultation has concluded

Detail of outcome

On 18 July 2023, the Office of Rail and Road (ORR) published its notice of modification of the licences and Statements of National Regulatory Provisions (SNRPs) to operate railway assets. This is in relation to the changes regarding licence holder’s membership of the relevant alternative dispute resolution (ADR) scheme. These changes will take effect from 20 September 2023.

Read the full outcome on ORR’s website.

Detail of feedback received

All relevant licence and SNRPs holders have given their written consent to the amended licence condition being incorporated into their licences or SNRPs.

This consent relates to our October 2022 consultation on changes regarding licence holders’ complaints handling obligations.

The Office of Rail and Road does not plan to publish feedback on this consultation.

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Original consultation

Summary

Seeks railway licence holders’ and Statement of National Regulatory Provisions holders’ consent to amend their licences.

This consultation was held on another website.

This consultation ran from
2pm on 20 October 2022 to 5pm on 21 November 2022

Consultation description

The Office of Rail and Road (ORR) has published 4 notices of statutory consultations on changes to modify complaints handling obligations in rail licences and Statement of National Regulatory Provisions (SNRPs).

ORR’s consultations set out its proposals to modify the condition in licences and SNRPs in 2 distinct ways:

• changes regarding licence holders’ complaints handling obligations
• changes regarding licence holders’ membership of the relevant Alternative Dispute Resolution (ADR) scheme

Published 24 October 2022
Last updated 8 August 2023 + show all updates

1. 8 August 2023

   Consultation outcome update.

2. 17 February 2023

   Feedback information updated

3. 24 October 2022

   First published.