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731052

registered interest
date	21/06/2017
answering body	Department for Transport
answering dept id	27
answering dept short name	Transport
answering dept sort name	Transport
house id	2
legislature	25277 pref label House of Lords
question text	Her Majesty's Government what action they are taking to ensure that Train Operating Companies deal with passenger complaints promptly and thoroughly.
tabling member printed	Baroness Randerson
uin	HL60
answer	answer is ministerial correction date of answer 04/07/2017 answer text <p>Passenger train operators must have a licence granted by the Office of Rail and Road (ORR). The licence requires the operator to establish and comply with a complaints handling procedure (CHP) setting out how they handle complaints from customers. The CHP, which has to be approved by the ORR, should include that passengers who are unhappy with the outcome of their complaint can contact Transport Focus (TF) or where appropriate, London TravelWatch (LTW), who may be able to pursue the complaint on their behalf.</p><p> </p><p>ORR reserves the right to carry out detailed annual reviews of licence holders where there is evidence of systemic issues not being addressed or a significant decrease in service performance. They will continue to monitor individual CHPs for compliance and effectiveness using evidence including information on the number, type and underlying cause of complaints and feedback from TF and LTW.</p><p> </p><p>My honourable Friend the Rail Minister (Paul Maynard) has also been leading discussions with industry and consumer bodies about introducing a rail ombudsman that would improve the passenger voice in rail and provide independent binding resolution of complaints. He anticipates being in a position to provide a further update by the end of the summer when this work has been further developed.</p> answering member printed Lord Callanan question first answered 04/07/2017 14:37:29 answering member 4336 label Biography information for Lord Callanan
tabling member	4230 label Biography information for Baroness Randerson

731054

registered interest
date	21/06/2017
answering body	Department for Transport
answering dept id	27
answering dept short name	Transport
answering dept sort name	Transport
hansard heading	Southern: Standards
house id	2
legislature	25277 pref label House of Lords
question text	Her Majesty's Government, further to the Written Answer by Paul Maynard MP, Parliamentary Under Secretary of State at the Department for Transport on 20 January (HC 60337), why they have not published the report of Chris Gibb's project board into rapid improvements in Southern Rail; and whether they will now do so.
tabling member printed	Baroness Randerson
uin	HL62
answer	answer is ministerial correction date of answer 05/07/2017 answer text <p>The Chris Gibb report was published by the Department for Transport on 22 June 2017. The report is now available on the GOV.UK website along with the Secretary of State for Transport’s response.</p><p> </p><p>Link to Gibb report:</p><p><a href="https://www.gov.uk/government/publications/southern-rail-network-gibb-report" target="_blank">https://www.gov.uk/government/publications/southern-rail-network-gibb-report</a></p><p>Link to Secretary of State’s response:</p><p><a href="https://www.gov.uk/government/news/gibb-report-on-southern-rail-network-government-response" target="_blank">https://www.gov.uk/government/news/gibb-report-on-southern-rail-network-government-response</a></p><p> </p><p>As soon as we received the report, the Department assessed Chris Gibb’s technical recommendations against work or commitments that are already planned or underway. In early January we committed an extra £300million funding for Network Rail to boost the resilience of the infrastructure along the Brighton mainline and associated routes.</p><p> </p><p>The report could not be published during the pre-election period and we have published the report as soon as possible following the general election.</p><p><strong> </strong></p><p>Copies of the Chris Gibb report and Secretary of State’s response will be placed in the Libraries of both Houses.</p><p> </p> answering member printed Lord Callanan grouped question UIN HL63 question first answered 05/07/2017 12:36:39 answering member 4336 label Biography information for Lord Callanan
tabling member	4230 label Biography information for Baroness Randerson

731055

registered interest
date	21/06/2017
answering body	Department for Transport
answering dept id	27
answering dept short name	Transport
answering dept sort name	Transport
hansard heading	Southern: Standards
house id	2
legislature	25277 pref label House of Lords
question text	Her Majesty's Government, further to the Written Answer by Paul Maynard MP, Parliamentary Under Secretary of State at the Department for Transport on 20 January (HC 60337), when the recommendation made by Chris Gibb on Southern Rail improvements will be published.
tabling member printed	Baroness Randerson
uin	HL63
answer	answer is ministerial correction date of answer 05/07/2017 answer text <p>The Chris Gibb report was published by the Department for Transport on 22 June 2017. The report is now available on the GOV.UK website along with the Secretary of State for Transport’s response.</p><p> </p><p>Link to Gibb report:</p><p><a href="https://www.gov.uk/government/publications/southern-rail-network-gibb-report" target="_blank">https://www.gov.uk/government/publications/southern-rail-network-gibb-report</a></p><p>Link to Secretary of State’s response:</p><p><a href="https://www.gov.uk/government/news/gibb-report-on-southern-rail-network-government-response" target="_blank">https://www.gov.uk/government/news/gibb-report-on-southern-rail-network-government-response</a></p><p> </p><p>As soon as we received the report, the Department assessed Chris Gibb’s technical recommendations against work or commitments that are already planned or underway. In early January we committed an extra £300million funding for Network Rail to boost the resilience of the infrastructure along the Brighton mainline and associated routes.</p><p> </p><p>The report could not be published during the pre-election period and we have published the report as soon as possible following the general election.</p><p><strong> </strong></p><p>Copies of the Chris Gibb report and Secretary of State’s response will be placed in the Libraries of both Houses.</p><p> </p> answering member printed Lord Callanan grouped question UIN HL62 question first answered 05/07/2017 12:36:39 answering member 4336 label Biography information for Lord Callanan
tabling member	4230 label Biography information for Baroness Randerson