Publications

Our Accessible Travel Policy guidance for train and station operators sets out the commitments they must include in their policies for helping older and disabled people to travel by rail.

When passengers are delayed beyond a certain length of time they become entitled to claim compensation, regardless of whether the company they are travelling with is responsible for the delay they have experienced.

Information on how to make a whistleblowing disclosure to the Office of Rail and Road.

A consolidated (or conformed) agreement is a document incorporating all approved amendments to the existing approved agreement. We do not approve these consolidated agreements, they are provided by Network Rail for reference purposes only to provide an overview of the current terms of the contract.

On 29 November 2023 we opened an investigation into Network Rail’s Wales & Western region’s compliance with the Network Licence. This was because despite the delivery of planned improvement activities, the train performance levels experienced by customers continued to be below expectations.

ORR sponsors the Rail Ombudsman, which is a free, impartial and independent service that passengers can use to escalate unresolved complaints about train and station operators.

This page sets out what rail systems are excluded from the mainline railway requirements of the Railways and Other Guided Transport Systems (Safety) Regulations 2006 (as amended) (ROGS).

Our guidance provides information and advice on level crossing orders and the process for making them.

Crowding on trains and at stations is common and we need to make sure railway companies protect passengers from any health and safety risks when it happens.

Network Rail's network licence includes a condition providing for independent experts (reporters) to be appointed by the network operator (Network Rail), to provide ORR with advice on different aspects of Network Rail’s performance.

Passenger train and station operators have information obligations in their licences.