Consultation on operating model for Rail Ombudsman

The Office of Rail and Road has launched a consultation on proposals for an operating model for the future Rail Ombudsman. 

The current consumer redress and dispute resolution scheme was established in November 2018 by the Rail Delivery Group, on behalf of train operators. ORR will take over responsibility from RDG for sponsoring the Rail Ombudsman, as proposed in the Williams-Shapps Plan for Rail.

The proposals for an operating model for the future Rail Ombudsman specify the functions it will perform and to what standard, as well as the way it will be constituted, governed and held to account. It will also propose licence modifications required as part of the ORR’s sponsorship process. 

The feedback ORR receives will be used to form the specification for a competitive tender process which, in turn, will seek to identify a not-for-profit provider of the new model Rail Ombudsman. 

The tender process is expected to take place later this year with the winner expected to be announced in early 2023.  

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