Closed consultation: Complaints handling obligation rail licence modification

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Office Of Rail Road

February 17

10:26 2023

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All relevant licence and Statement of National Regulatory Provisions (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. ORR does not plan to publish feedback on this consultation.

ORR will publish the outcome of our consultation on changes regarding licence holders membership of the relevant Alternative Dispute Resolution (ADR) scheme in due course. For now, the current requirements on ADR membership remain unchanged.

Consultation description

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

ORRs consultations set out its proposals to modify the condition in licences and SNRPs in two distinct ways:

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

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