Consultation outcome: Complaints handling obligation rail licence modification

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Office Of Rail Road

August 8

15:41 2023

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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 holders membership of the relevant alternative dispute resolution (ADR) scheme. These changes will take effect from 20 September 2023.

Read the full outcome on ORRs 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.

Original consultation

Consultation description

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

ORRs 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

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