Baxenden Bank
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- 23 Oct 2013
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A report has been published by Transport Focus, detailing their review of the Appeal Process relating to Penalty Fares.
As strange as regular readers may find, it concludes that the process is neither transparent nor rigourous.
It makes the following recommendations:
Personally, I would have liked to have seen some statistics in the report regarding the number of Penalty Fares issued etc. If nothing else, statistics of the number of enquiries/complaints received by Transport Focus themselves on this matter and the outcome of those when taken to a TOC.
As strange as regular readers may find, it concludes that the process is neither transparent nor rigourous.
It makes the following recommendations:
Recommendations
Transport Focus continues to receive appeals from passengers which are later overturned following our intervention. This suggests that the appeal process is not robust.
As such, we recommend the following steps be taken to ensure fairness, independence and consistency:
• Passengers must be made aware of whole appeals process from the outset, their right to appeal and how to do this at every stage in the process. Letters should be clear, in plain English and have instructions for progressing to the next stage of the process should the passenger wish to do so.
• Passengers should be able to contact the appeals body directly should there be any urgent queries or concerns.
• The point of access to the Independent Appeal Panel must be more independent from the appeal bodies that are assessing first and second stage appeals. We suggest that the training of the panel should be carried out by an independent body.
• There must be a consistent approach in reviewing appeals and all mitigating factors must be considered prior to rejecting an appeal. If a train operator overrules a second or third stage appeal following Transport Focus’ intervention, and will always do so under the same circumstances, a process must be put in place to ensure that this discretion is being applied at first stage appeal, where appropriate.
• Consistent messaging should be in place to ensure that front line staff are not misinforming passengers regarding the appeal process.
• Publication of penalty fare statistics as detailed above.
Personally, I would have liked to have seen some statistics in the report regarding the number of Penalty Fares issued etc. If nothing else, statistics of the number of enquiries/complaints received by Transport Focus themselves on this matter and the outcome of those when taken to a TOC.