Passenger Standards Authority
The question
To ask the Secretary of State for Transport, what the (a) role and (b) functions of the Passenger Standards Authority will be.
Answered by Keir Mather
The Passenger Watchdog will have a key role in giving passengers a powerful voice in the railway. It will advocate for all passengers’ interests, offer advice to passengers, the Government and operators, and independently monitor passenger experience, holding operators to account and reporting on its findings publicly and transparently.
It will also be responsible for setting minimum consumer standards, taking action to drive improvements where these are not met, investigate repeated issues with passenger experience, and ensure there is a clear route for passengers to resolve disputes. This means passengers will have an independent voice fighting their corner, placing them back at the heart of our railways once again.
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