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<p>The Department holds all its franchised operators to account for their performance
through a Franchise Agreement. Each operator’s performance is measured against a set
of benchmarks, which includes cancellations; however, these are not disaggregated
down to individual types of cancellations, such as train defects. Specific cancellation
causes are not connected to set penalties; any expenditure we require operators to
incur to improve performance for passengers is linked to their overall performance.</p>
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