Association of Train Operating Companies – PROVISION OF CUSTOMER INFORMATION 2016

Description

This 27-page Approved Code of Practice (ATOC/ACOP014, Issue 2, October 2016) is a key industry guidance document from the Association of Train Operating Companies (ATOC). Authored by ATOC and authorized by the Chair of its Operations Council, this is the second issue, updating a 2008 version, underscoring its relevance and continuous refinement. It provides comprehensive, text-based guidance for UK passenger railway undertakings, Station Facility Owners, Network Rail, and National Rail Enquiries. While intended as an advisory document reflecting good practice and “binding in honour only,” it offers a structured framework to ensure consistent, high-quality customer information, particularly during disruption, aiding compliance with ORR licence obligations. Its detailed, professional format, devoid of extensive imagery, reinforces its focus on actionable recommendations and industry-wide collaboration for enhanced customer experience.