An unreasonable burden is currently placed on disabled people themselves in holding transport operators and authorities to account for fulfilling their duties. Legal action is rarely a practical option for most individuals, so it is especially important that complaints processes are made more accessible and effective. The user should not have to be an expert either in the law or in organisational structures across varied transport modes to know whether they have a valid complaint, to whom it ...

An unreasonable burden is currently placed on disabled people themselves in holding transport operators and authorities to account for fulfilling their duties. Legal action is rarely a practical option for most individuals, so it is especially important that complaints processes are made more accessible and effective. The user should not have to be an expert either in the law or in organisational structures across varied transport modes to know whether they have a valid complaint, to whom it should be addressed, how to contact that body and how to escalate the complaint if necessary. In the long term, there may be a case for rationalising the Type: conclusion | Number: 19 | Response status: accepted Government response: The inquiry highlighted the complexity of complaints processes across transport modes and operators, and the Department has already been working with disabled people’s representative groups to improve the information available to people about their rights and where to