Our Disabled People’s Protection Policy (DPPP) sets out the ways in which we will protect the interests of disabled passengers who use our services and how we will comply with our responsibilities under the legislation relevant to this area of our business. Our “Statement of Policy” for 2008 is shown below and is a summary of the main document. If you would like a copy of the full Policy document, please contact our Customer Service Centre.
Statement of Policy
- We are committed to meeting the travelling needs of our disabled passengers and providing excellent customer service.
- We are committed to adopting the services, standards, and guidance contained in the SRA’s Train and Station Services for Disabled Passengers - A Code of Practice.
- We recognise that there are a wide range of disabilities that affect our passengers and that these disabilities require us to adjust the way we provide our service. Where practicable, we will provide equipment at our stations to enable staff to make these reasonable adjustments and to offer excellent customer service to our disabled passengers.
- Working with both Rolling Stock Leasing Companies (ROSCOs) and the SRA with regard to trains, and both Network Rail and the SRA with regard to our stations, we will work to improve access to our services for disabled passengers. Until this is achieved, we will make reasonable adjustments to our existing practices to make sure that disabled passengers can get to and from every station on our network, though this may mean using alternative means of transport where appropriate.
- We will ensure that our facilities are designed to meet the standards of the SRA Code of Practice for Train and Station Services for Disabled Passengers in relation to:
- the refurbishment of existing rolling stock;
- new, renewed or enhanced facilities at stations and transport interchanges;
- services provided at stations and on trains.
Should we not be in a position to meet these standards, we will consult the SRA at the earliest stage in the design process so that suitable alternatives can be considered and dispensation from the Code of Practice sought.
- As a service based business that relies heavily on the actions of the people we employ, there will be occasions when we fail to reach the standards set out in our DPPP. In recognition of this, we monitor our service so that we are aware of any such failures and can take appropriate action to guard against their recurrence.
