1997-11-12 National Rail Enquiry Service meets Regulator's call answering targets (Office of the Rail Regulator)

1997-10-23 Rail Regulator announces further fines for train operators as calls go unanswered (Office of the Rail Regulator)

1997-09-16 Train operators fined for leaving too many telephone enquiries unanswered (Office of the Rail Regulator)

1997-08-15 Rail Regulator confirms enforcement action against National Rail Enquiry Service (Office of the Rail Regulator)

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date 20 February 1998
source Office of the Rail Regulator
type Press release

note ORR/98/06

The Rail Regulator, John Swift QC, announced today that he was satisfied that the national rail enquiry service had demonstrated that it was capable of meeting the call demand target and, as a result, had decided to consult on lifting his enforcement order. The latest figures for calls answered were well above the 90% level required by the Regulator.

Mr Swift said it was essential now to make further progress if his twin objectives were to be achieved : 95% of calls answered within thirty seconds and, the provision of accurate information. His call to the train operators to make further improvements in the quality of information available through the enquiry service came as he considered withdrawing the order under which fines totalling some £350,000 were imposed on the service last year for poor performance.

He said he would be addressing these issues shortly when he considers the Business Plan for 1998/99, prepared by the Association of Train Operating Companies (ATOC) on behalf of the 25 train operators who each have a responsibility for providing up-to-date information to the service.

Notes to Editors

Performance figures since April 1997 : April 51%; May 65%; June 55%; July 71%; August 82%; September 85%; October 88%, November 92%, December 97%; January 96% and February 96%. The enforcement order was issued last August.

Railhub Archive ::: 1998-02-20 ORR-001