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<p>The Rail Ombudsman, which is an industry scheme established and paid for on a voluntary
basis by rail operators and Network Rail, was launched last November. The Rail Delivery
Group, overseen by a panel of independent members, manages the contract for the new
service and works with the supplier to ensure that it provides value to both scheme
members and passengers.</p><p> </p><p>In addition, the Office of Rail and Road (ORR)
will monitor the scheme’s performance, including its ability to drive improvements
in rail companies, and seek improvements where necessary. As well as reporting on
its performance and the outcome of its decisions direct to the ORR, the Ombudsman
will also report direct to Transport Focus and London TravelWatch, as well as making
this information publicly available thereby enabling scrutiny from other interested
parties.</p>
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