Recommendation 20

We recommend that the Department for Transport work with disabled people’s organisations to design a unified service to receive and triage accessibility complaints or reports of failures, ensure that they reach the relevant operator, authority or regulator, and follow them up if not resolved. Such a service would require an investment in knowledgeable and resourceful staff and in effective and accessible advertising. This should be in place within 12 months. Data about reported problems gathered through this platform should be made available to operators, regulators, campaigners, parliamentarians and the general public. (Recommendation, Paragraph 105)