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The Rail Regulator, John Swift QC, today warned train operators to expect a second Enforcement Order because of the continued failure of the National Rail Enquiry Service (NRES) to meet and sustain the required standards of performance. Announcing the publication tomorrow (Friday) of the Regulator’s intention to issue another Enforcement Order, John Rhodes, Passenger Services Group Director, said:
"Since April this year the National Rail Enquiry service has struggled to meet the Regulator’s minimum target of answering 90% of calls made. In the four weeks ending 17 October only 86% of calls were answered. Action taken over the last six months has not led to consistent performance, and the scheme has not been able to assure the Regulator that it will achieve the minimum standard in future. We therefore have no choice but to take enforcement action. The scale of the penalty (£500,000 for any shortfall down to 85%) reflects concern that this action has been found necessary for a second time."
Last year the Rail Regulator imposed fines totalling £350,000 on train operators for failing to answer 90% of telephone enquiries to the National Rail Enquiry Service.
