Download.pdf

The Consumer Affairs Committee report records matters arising from previous meetings and progress on their resolution. Key points include:
- Request for compensation for major disruptions in the form of vouchers, with the Director, Public Affairs, discussing modifications to the policy for annual season ticket holders with London Midland.
- The updated 2009-10 Consumer Affairs committee work plan is included, with comments to be submitted by email to the Chair, although no further feedback was received after the meeting.
- Feedback on the 'Dealing with Your Complaints' document was to be provided to the Director, Public Liaison, with the Chair advising that this item should be added to the work plan for next year for review and updating if necessary.
- TfL's website complaints handling was discussed, with TfL confirming the receipt of every complaint via web-form and providing a unique reference number, although additional functionality suggested has pan-TfL implications and is being investigated further.
- The Casework team mechanism for monitoring responses within five days has been consistently achieving a 97% target since August 17th.
- Other matters include the policing of first-class seating, priority seating, and claiming for non-provision of first-class seating, with recommendations to be sent to TOCs, and a leaflet to be devised for initial enquiries on how to complain.
- The report also covers equalities and inclusion implications, financial implications, and legal powers, with no implications or powers noted aside from the duty to consider and make recommendations on matters affecting transport functions and the public interest in railway passenger and station services.
- Recommendations include receiving the report for information, with various actions marked as complete or ongoing, and the committee to keep matters under review and make representations as necessary.