Recommendation 19

The Passengers’ Council will be required by the Bill to protect passengers’ rights through monitoring operators’ compliance with its standards and receiving, considering and investigating complaints. It must be trusted to carry out that role. We consider it unlikely in the extreme that the Council would find a frivolous matter worthy of referral to ORR for enforcement. The Bill should therefore be amended to require ORR to take action from the range of enforcement actions open to them, unless there is a legal impediment to doing so or the issue has been satisfactorily remedied, within a limited timeframe following a referral of an issue by the Passengers’ Council. (Recommendation, Paragraph 55)