ORR x Passenger Watchdog Memorandum of Understanding: heads of terms document

30 June 2026

This heads of terms document sets out the proposed structure of a Memorandum of Understanding (MOU) that will be produced by the Office of Rail and Road (ORR) and the newly created Passenger Watchdog.

The MoU will set out how the ORR and the Passenger Watchdog will work together to secure improved outcomes for passengers, with the Watchdog leading on advocacy, setting and monitoring consumer standards, investigation and escalation of passenger issues, and ORR providing the complementary monitoring and enforcement of relevant passenger licence conditions.

Alex Robertson, Chief Executive of the independent watchdog Transport Focus said: 

“Transport Focus is working closely with the Office of Rail and Road to agree how our organisations will collaborate under the new Passenger Watchdog arrangements.  

The proposed Memorandum of Understanding will set out clear roles, responsibilities and ways of sharing information, with the aim of supporting better outcomes for passengers.” 

Below, we set out the draft headings from the MOU and a short summary of what each shall include.

ORR x Passenger Watchdog heads of terms document

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