Disabled People’s Protection Policy

Our Disabled People’s Protection Policy (DPPP) details 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. The statement of policy from our DPPP is included below for your reference and shows our commitment to you. 

If you would like a copy of the full Policy document, please contact our Customer Service Centre.

Statement of policy

1. We are committed to the travelling needs of our passengers with disabilities and providing excellent customer service.

2. We are committed to adopting the services, standards, and guidance contained in the Department of Transport (DfT) Code of Practice for Train and Station Services for Disabled Passengers 2002 and relevant Technical Specifications on Interoperability (TSIs).

3. 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 we can, we will provide equipment at our stations to enable staff to make these reasonable adjustments and to offer excellent customer service to our passengers with disabilities.

4. In partnership with both rolling stock leasing companies (ROSCO’s) and the DfT, in regard to trains, and both Network Rail and the DfT, in regard to our stations, we will work to improve access to our services for passengers with disabilities. Until this is achieved, we will make reasonable adjustments to our existing practices to make sure that passengers with disabilities can get to and from every station on our network. Please be aware this may mean alternative means of transport where appropriate.

5. We will ensure that our facilities are designed to meet the standards of the DfT Code of Practice for Train and Station Services for Disabled Passengers (2002) and relevant TSI’s 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

6. Should we not be in a position to meet these standards, we will consult the DfT at the earliest stage in the design process. This is so that suitable alternatives can be considered and dispensation from the DfT Code of Practice for Train and Station Services for Disabled Passengers (2002) or relevant TSIs can be 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 meet the standards set out in our DPPP. In recognition of this, we monitor our services so that we are aware of any such failures and can take appropriate action to guard against recurrence.