{"id":28540,"date":"2024-04-18T17:01:04","date_gmt":"2024-04-18T07:01:04","guid":{"rendered":"http:\/\/www.vibewire.com.au\/?guid=c579840900621fc625c78a795cebdddf"},"modified":"2024-04-18T17:01:04","modified_gmt":"2024-04-18T07:01:04","slug":"regulator-calls-on-rail-operators-to-improve-complaints-processes-and-redress-provision-for-disabled-passengers","status":"publish","type":"post","link":"https:\/\/www.vibewire.com.au\/?p=28540","title":{"rendered":"Regulator calls on rail operators to improve complaints processes and redress provision for disabled passengers"},"content":{"rendered":"

Regulator calls on rail operators to improve complaints processes and redress provision for disabled passengers<\/span>
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The Office of Rail and Road\u2019s report, published today, finds some disabled passengers experience accessibility difficulties with the rail complaints process. There is also a lack of awareness of how to seek redress for booked assistance failures.<\/div>\n
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A cross-section of disabled people took part in research commissioned by ORR and surveys which collated evidence about their experiences of complaints handling by train operators.<\/p>\n

Many were positive about how to raise a complaint or redress claim and secure the outcome they were hoping for; however, this was also countered by some reports of very poor experiences.<\/p>\n

The key findings from the report show:<\/p>\n