Rail Regulator takes enforcement action against National Rail Enquiry Service
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4 December 1998 Train operators could face another round of fines if the National Rail Enquiry Service (NRES) fails to meet telephone call answering targets. Issuing a final enforcement order today, which will remain in place until performance is consistently meeting the target, the Rail Regulator Chris Bolt said: "Easy access to information is essential to encourage passengers to travel by rail. Each time NRES fails to answer a call, a journey opportunity may be lost. Performance needs to meet, and meet consistently, the targets set for the scheme. Train operators have told me that they can deliver this, the challenge is now for them to do so." In 1997 the Rail Regulator imposed fines totalling £350,000 on train operators for failing to answer 90% of telephone enquiries to the National Rail Enquiry Service. Notes1. Today's final order is published under section 55 ofthe Railways Act 1993. 2. On 29 October (press notice ORR/32/98) the Rail Regulator published a proposed enforcement order and gave train operators 28 days statutory notice for representations to be made. This period of notice expired on 30 November. 3. Under this order, operators face a fine of £500,000 for any shortfall down to 85% of telephone calls answered, and a second fine of £500,000 for any further shortfall below that percentage figure. 4. Performance figures have been: May 87%, June 90%, July 90.5%, August 88%, September 94%, October 86%, November 89.9%. Copyright © 2002 Office of the Rail Regulator |
