On the right track

THERE are two reasons why the public continue to endure a sub-standard service in these consumer-enlightened times. Firstly, utility companies, train operators and such like fail to appreciate that they are there to serve the public. Secondly, the regulatory bodies have been toothless.
By The Newsroom
Published 29th Mar 2011, 07:00 BST

This culture of complacency is set to change with two announcements that must leave the paying public in the driving seat.

The first change, instigated by Ofgem, compels gas and electricity suppliers to give customers 30 days’ notice before bringing in price rises. The energy industry’s lack of transparency has reached scandalous proportions and has been compounded by the failure of Ofgem to defend the public.

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It should not hesitate, however, to prosecute those firms that refuse, in its words, to “play it straight with consumers”. The use of this ultimate sanction may prove to be the best deterrent.

The same applies to public transport, and the Office of Rail Regulation should not hesitate to fine train operators that fail to keep passengers informed. The fragile state of the railway network means disruption will inevitably occur. This is accepted.

Yet this does not justify operators, like Northern Rail, from announcing the imminent arrival of cancelled trains on electronic platform screens, or over tannoy systems, because its in-house communication systems are so lacking.

These are not one-off occurrences. They have happened repeatedly in the Leeds area, and the company has singularly failed to respond to complaints. It can only be hoped that the ORR’s guidance, making it clear that “train operators have lead responsibility for getting appropriate, accurate, timely information” is acted upon.

Related topics:OfgemLeeds