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Rail regulator rules passengers need more help to claim compensation

Industry regulator, The Office of Rail and Road (ORR) says rail passengers should get more support to help claim back compensation they are entitled to when trains are delayed.

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Peter Kyle MP at Which?’s campaign day last month at Brighton Station alongside Jane Wallace from Which?

The ORR was responding to a super-complaint made by the consumer group Which? in December 2015 which complained that millions of travellers were being cheated by the system with 80% of passengers not bothering to claim back compensation.

Train operating companies have promised to take action to improve the compensation process and make claiming back easier.

The ORR proposes:

♦ A campaign to encourage awareness among passengers
♦ Clearer forms to make claiming easier
♦ Better staff training
♦ The right to compensation being promoted at the time of the delay

 

Peter Kyle MP
Peter Kyle MP

Peter Kyle, Labour MP for Hove and Portslade, said: Today’s statement from the rail regulator is very encouraging, showing they recognise its simply unacceptable for passengers who have already suffered from delayed or cancelled trains to then have to deal with a confusing and drawn out process to access the refunds they are entitled too. I hope both the Government, Govia Thameslink Railway and other franchise holders take action to meet these recommendations and make the changes required to give long-suffering passengers a better deal.”

Richard Lloyd
Richard Lloyd

Which? executive director Richard Lloyd, said: “The rail regulator confirms what Which? has said for years – millions of passengers are not getting the compensation they are owed for train delays and cancellations. The regulator’s plans for action in the short-term are a step in the right direction.

“The pressure is now on the train companies to show they can bring about urgently needed basic improvements for their customers. And, where breaches of consumer law and licence conditions have been found, the ORR must take enforcement action without delay.

“But this alone will not be enough to solve the problem for passengers in the long term. The Government must now ensure that the rail regulator has all the powers and duties it needs to be a consumer watchdog with real teeth.”

 

 

 

Greens call on Labour to reconsider bins plan

Green Councillors are concerned over a consultation currently underway to introduce communal bins into historic seafront squares in the city.

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Greens claim the Labour administration has failed to make a compelling case for changing the current system of collecting from basement wheelie bins and has made it clear their preference for communal bins. Greens are concerned that the consultation will be ignored if it shows a lack of support.

At the latest meeting of the council’s Environment, Transport and Sustainability committee, Greens put forward an amendment for the consultation to include the option of keeping the current system, however this was defeated by Labour and Conservative councillors.  As a result, the consultation makes the assumption that the present system will be changed, and asks residents whether they prefer to use communal bins or leave rubbish sacks out on the streets overnight for collection.

Cllr Ollie Sykes
Cllr Ollie Sykes

Green councillor Ollie Sykes, of Brunswick and Adelaide ward, said: “After a protracted engagement period with residents, the Labour council has completely failed to listen to their concerns or make a compelling case for why the current system needs to be changed beyond vague health and safety concerns.  They have shown no willingness to work with residents to address any health and safety issues or improve the current system.

“Labour’s track record on consultation is very poor, with consultations on children centres and youth services showing over 87% of people opposed to cuts, but Labour continuing with its plans regardless.  We are not convinced this consultation will be any different, and are concerned that the Labour Council has already made up its mind. 

“Currently Labour is living up to its reputation as the Council that doesn’t listen.  There is a better option.  As ward councillors, Greens can help Labour to engage properly with residents and come to a joint solution that works for everyone.  It’s time Labour stopped trying to work against the city”.

Cllr Gill Mitchell
Cllr Gill Mitchell

Chair Environment, Transport and Sustainability Committee, Cllr Gill Mitchell, responded saying: “With the ending of refuse collections from basements, the council has been working with residents for some time to look at practical alternatives.

“Basement collections are ending due to the health and safety risks posed to staff. The council has a legal and moral duty to reduce risks to its staff where at all possible and in respect of basement collections alternatives are available now that are safer and more hygienic.

“At the specific request of the Spokesperson for the Greens on the Environment and Transport Committee, residents will be consulted on the options of communal bins or a kerb-side sack collection and so it is baffling as to why the Greens are now raising objections in this way. During the consultation residents will be able to suggest alternative methods.”

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