Open consultation
ORR: framework for determining redress for booked assistance
Applies to England, Scotland and Wales
Consultation description
The Office of Rail and Road (ORR) welcomes feedback on the effectiveness, completeness and practical application of the  to help inform its further development.
The aim of the framework is to support more consistent, fair and transparent decision making while recognising the impact these failures can have on disabled passengers. It sets out the key factors operators should consider, including:
- the nature of the failure
- its impact on the passenger
- how the operator responds, while allowing flexibility to reflect individual circumstances
Read more on .
Updates to this page
Published 30 June 2026