Jonathan Reynolds – 2015 Parliamentary Question to the Department for Transport

The below Parliamentary question was asked by Jonathan Reynolds on 2015-10-22.

To ask the Secretary of State for Transport, how many complaints by passengers were received by Network Rail in (a) 2010, (b) 2011, (c) 2012, (d) 2013, (e) 2014 and (f) 2015.

Claire Perry

Network Rail was reclassified as an arm’s-length public sector body on 1 September 2014 and the collation of statistics of annual complaints received remains an operational matter for the company.

Network Rail advises that its customer relationship management system focusses on providing solutions to a range of customer service requests, the majority of which are received from line-side residents rather than passengers. Network Rail’s system does not focus specifically on logging the annual number of passenger complaints.