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The Ombudsman Association welcomes the ORR’s work to implement a new Rail Ombudsman operating model, including changing the existing governance structure.

It is essential that the ombudsman is independent from both the industry it covers and advocacy bodies representing passengers. An effective ombudsman engages closely with key stakeholders both in the industry it covers and those organisations representing users’ interests. This should be done as part of the ombudsman’s engagement activities, separate from the governance of the ombudsman scheme.



OA response to ORR consultation: Rail Ombudsman sponsorship
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