Investors in People

Revenue Protection Inspector
Refresher Course

House Keeping
Overground House
Learning & Development Centre

Evacuation
• If the alarm sounds, do not use the lifts
• Try and stay together
• Meet at the S.A.P
• Procedure is on the Wall
Fire alarm test is done every Wed at around 10hrs

AT ENTRANCE TO FIRST FLOOR
(NO SMOKING IN BUILDING)

Course Start - 09:00
Finish - 16:00
10:00 10:15 – Break for Tea
12:00 - 12:45 – Lunch
14:00 - 14:15 – Afternoon Tea
Plenty of food shops on the main road

Day 1 Agenda
• 09:00 - 09:10 Intro/House Keeping
• The Role Of An RPI
• 09:10/10:00 - National Rail Conditions Of Carriage (NRCOC) Definition of a
„Contract‟
Reinforcing Ticket knowledge (Magnetic/Oyster)
• 10:00/10:15 - Tea Break
• 10:30/11:40 - Movie Readers
• 11:40/12:00 - Consolidation Morning Session lead to afternoon session
• 12:00/12:45 - Meal Break
• 12:45/14:00 - Note Book Code of Behaviour/Questioning Techniques'
• 14:00/14:15 - Tea Break
• 14:15/15:30 - Decision Making NFA/PF/MG
• 15:30/16:00 - Consolidate afternoon‟s session lead to morning session
• 16.00 - Finish

Objective/“What's in it for me” (WIFM)
• Understanding your Role
• Condition of Carriage Customers Contract explained
• Why do we check tickets?
• Understanding the various Ticket/Oyster products,
• Oyster readers MOVie 440.
• Your Note Book Code of Behaviour
• What questioning do I ask
• “Am I Making the right decision” ? NFA/PF/MG
• Nil Paid Vs MG 11
• Outcome Reinforce Revenue Knowledge

Revenue
Protection
Inspector
The Role Of An RPI

The Role of a Revenue Protection
Inspector (RPI)
Your Role as Revenue Protection Inspector (RPI) within LOROL new
structure will be at times a very demanding, multi skilled, Customer
facing role, we must at all times remind our selves that we are the
visible face of LOROL and as such maintain excellent customer service
standards. We should at all times do our utmost to exceed and set new
levels of standards were ever possible.
A certain amount of personal discretion is required when working with
our customers and no two days will be the same. Some days will be
more demanding than others but a vast support network is there to
help you from colleagues to managers in-house and off site help line
out of house.
• You are required at all times to :

Roles and Responsibilities
• Report for duty on time
• Uphold the integrity of your grade
• Conduct yourselves in a professional manner
• Not to bring your grade, your colleagues, LOROL or TfL into disrepute
Conduct your duties in strict compliance with all current directives and
abide with all instructions given
• When attending stations for customer service/revenue duties, you
must comply with all LOROLs sign in/Evacuation procedures
• Interview customers in strict compliance with Revenue directives
• Ensure that all paperwork is as accurate as possible and complies to
the revenue protections departments training standards.
• Comply with all cash regulations at all levels.
• Adhere to all safety instructions, ensuring the health and safety of
yourself and others

Roles and Responsibilities
• Build relationships with your fellow workers thus enhancing the team
membership concept
• Not speak ill of your co-workers
• Lead and encourage other staff by maximising their commitment and
leading by example
• You must ensure that they you always present yourself well in public,
that at all times treat customers in a friendly, helpful and courteous
manner thus helping to enhance the Company's image and reputation.

Expectations and Behaviours
• You must endeavour to make yourself a role model in terms of carrying
out your day to day duties, at all times in a courteous and efficient
manner.
• Whilst on duty You must be visible to customers in full uniform
(appropriate attire if instructed to be on plain-clothes duties), including
name badge and shoes if issued or approved by the Company.
• You must when requested to do so by a member of the public give your
name (or pseudonym name) or employee number; whichever is
applicable, and your grade.
• You must manage your own personal performance, conduct,
appearance, work attendance and resolution of personal problems
affecting work performance.

Expectations and Behaviours
• Minimise customer complaints and maximise customer satisfaction.
Investigate and deal with all customer complaints with efficiency and
tact.
• Never place yourself in a position that could lead to allegations of sexual
assault when dealing with customers.
• Never manhandle or chase after customers thus placing yourself and
others at risk.
So come to work on-time, be visible and professional at all times and
give the best customer service and standards possible. We expect a
high level of commitment from you at all times and we will fully support
you and your career development within LOROL.

Revenue
Protection
Inspector
Introduction to
Contracts

Introduction to Contracts
Express
With the purchase of a
ticket in advance of travel
Implied
Permission given to pay at
Destination
If neither apply then the
person is trespassing

Civil Law vs. Criminal Law
• Civil law :Deals with the disputes between individuals,
organizations, or between the two, in which compensation
is awarded to the victim.
• Type of punishment: A defendant in civil litigation is never
incarcerated and never executed. Losing defendant in civil
litigation only reimburses the plaintiff for losses caused by
the defendant‟s
• Burden of proofs: Burden of proofs is initially on the
Prosecution.

Civil Law vs. Criminal Law
• Criminal law (also known as penal law) is the body of
statutory and common law that deals with crime and the
legal punishment of criminal offences.
• Type of punishment: A guilty defendant is punished by
either incarceration in a jail or fine paid to the government,
or, in exceptional cases, the death penalty.
• Burden of proofs: Burden of proofs is initially on the
Prosecution, Beyond Reasonable Doubt.

Get off my land!!!
Is trespass a criminal act or a
civil wrong?
Civil
Unless...…on land where law
prescribes it as
Criminal…

Where might trespass be criminal?
• Railways
• Ministry of Defence
• Airports
• Buckingham Palace

National Rail Conditions Of Carriage (NRCOC)
Definition of a „Contract‟

Definition of a „Contract‟
What are the essential requirements to make a contract
valid?
i.
there must be an offer and acceptance (Agreement)
ii.
there must be an intention to create legal relations
iii.
there must be consideration
iv.
the parties must, have the capacity to contract
v.
there must be genuine consent by all parties to the terms
of the contract
Written formalities are only needed for money lending and
Land sales

Valid Contract
• there must be an offer and acceptance
There is an offer of a service and an acceptance by the customer to buy
a ticket
• there must be an intention to create legal relations
We give them a ticket as proof of purchase and inform them that we will
get them from “a to b”
• there must be consideration
We have terms and conditions and the Customer Charter
shows we look at all possible ways to be fair

Valid Contract
• the parties must, have the capacity to contract
the Ticket Seller issues tickets on behalf of LOROL/LU to the
customers. Customers can also buy tickets from Agents
who are authorised to sell on behalf of LOROL/LU
• there must be genuine consent by all parties to the terms of the
contract
„Conditions of Carriage‟

Ticket Types &
Revenue
Validities
Protection
Inspector
Reinforcing ticket
knowledge

Think of the combination of tickets,
you encounter whilst working on the
LOROL network

•
Date
All tickets are valid on the date shown on the ticket, and some are
also valid on subsequent dates. Tickets are NEVER valid BEFORE the
date shown
•
Destination
Usually a named station. Other possibilities are:
U ZONES: Through ticket to destinations on the London Underground
or Docklands Light Railway. Valid for travel between the named
stations on LOROL, plus the “U Zones” on LU or DLR.
R ZONES: For a Travelcard – ticket valid in the stated Zones
L ZONES: For an LT Card – ticket valid in the stated Zones LONDON
TERMINALS: For travel to any Central London Terminal Station which
can be reached without crossing London by Underground
•
Route
Most tickets are valid at the “from” station (origin point), the “to”
station (destination) and for travel between the two.
Some types of ticket permit the customer to break their journey at an
intermediate station, whilst others do not.
Some tickets allow the customer the travel by “any permitted” route
between the origin point and destination, whilst other are only valid
on specific routes or certain Train Company services only

Ticket Types & Validities
• Whilst the majority of our customers will have a valid ticket
for their journey, it is important that tickets are checked to
ensure that those with non-valid tickets are asked to pay
the appropriate fare.
• A customer may possess a ticket which, on examination,
proves to be not valid for the journey made. Often, this may
happen because the customer is unaware of restrictions on
the ticket, but in some cases you will find that a customer is
wilfully misusing a ticket. Such customers depend upon
sloppy standards of ticket checking as they continue to
avoid payment of the correct fare –our job is detecting this
practice!

Ticket Types & Validities
• Most of LOROL stations are equipped with Ticket Gates, so
the checking of tickets may be achieved automatically.
Very occasionally, the gate may reject a perfectly valid
ticket, but in the vast majority of cases non-valid ticket are
successfully intercepted. It is therefore important that when
a customer asks to use the side gate at a gated station, his
or her ticket should be carefully scrutinised.
• The main features of a ticket which require examination
are:

Ticket
Ticket
No. of
No. of
Ticket
Serial
type
Adults
Children
Portion
No.
Class
Status  STD
DAY SINGLE
ONE
NIL
SGL
NLC
of
Region
Ticket
PRIV
07.JNR.09                   60352   1536ø  W13
Window
Start
Number
Date
LUTON  *
07.JNR.09                                      £3:50M
Method
Departure
LONDON TERMINALS  * 
of
ANY PERMITTED
0802 Payment
Price
Paid
Cross
Destination
Expiry
Specified
London
UTS Gate
Time of
Date
Route
Transfer
Compatible
Issue

Adult Single
Start Date
Status
Ticket Type
Fare
Class
Expiry Date
07JNR09
CHILD
RETURN
>4:00< STD
Child
Station of
07 JNR 09
BAKER STREET
Origin
Additional
Information
= >< = = ><
Method of
002847
01
0511
07 JNR 09
0804
£4:00M
Payment
Ticket
Number
Machine
National
Date of
Time of
Price Paid
Code
Location
Purchase
Purchase
Code

One Day Travel card Validity
07JNR08
01DAY TRAVELCARD STD
07 JNR 08
>>23456<<
DAY TRAVELCARD
= = OFF - PEAK =
045888 11 0712 07 JNR 08 0945 £4:80M

One Day Travel card Validity
Validity (Anytime)?
• From 00:01 Monday to Friday on the date of validity until 04:30 hours
following expiry date
Validity (Off Peak)?
• From 09:30 Monday to Friday on the date of validity until 04:30 hours
following expiry date
• 00:01 on Saturday, Sunday and Public holidays on day valid until 04:30
following expiry date
Availability?
• LU, LOROL, DLR, NR, Tramlink & Buses
• within the zones stated on the ticket

Validity of season tickets
A season ticket gives you the right to travel between the stations or
within the zones stated on it for the period shown up to and including
the expiry date shown on it. This includes the right to break and
resume your journey, as described in Condition 15. If you use the
season ticket to travel to another station, or within another zone, you
will be treated as having joined the train without a valid ticket for that
extra part of your journey and Condition 7 or 8 (whichever is relevant)
will apply.
The routes you are entitled to take with a season ticket are explained
in Condition 13.

Photocards
If a photocard is required to buy a season ticket, that season ticket is not
valid unless it can be presented with a photocard bearing a true likeness of
the person for whom the season ticket was issued. The season ticket must
show the photocard serial number. If you are unable to present a photocard
with your season ticket at the request of staff or agents of a Train Company,
but are able to do so later, that Train Company may, at its discretion, refund
any excess fare or penalty fare paid (less a reasonable administrative
charge). However, the Train Company will not refund more than two claims
in any 12 month period.

Who needs a photocard?
• You do not need a photocard to buy or use any adult-rate
Travelcard or Bus & Tram Pass on Oyster.
• You do need an adult photocard to buy or use:
• A monthly or longer-period Travelcard that includes validity
to a National rail station beyond Zone 6.
It is not needed from Moor Park-
Watford/Chesham/Amersham inclusive.
• Point to point season tickets on London Overground
• 7 Day, monthly or longer period National Rail only season
tickets
• You can apply for an adult photocard at any Tube or London
Overground station

Paper Season Tickets

Discount
Revenue
&
Protection
Inspector
Concessionary
Tickets

• If you have a disability that
makes travelling by train
difficult you might qualify
for the Disabled Persons
Railcard. The Railcard
allows you to get a 1/3 off
most rail fares throughout
Great Britain. If you're
travelling with an adult
companion they also can
get the same discount - so
you can save money for
your friends too!

• Network Railcard?
– The Network Railcard costs £20
for a year and gives savings on
most rail fares throughout the
South East of England.
– You and up to three other
adults can save 1/3
– Gold card or Gold Oyster record
card?
• Holder and 3 adults and 4
children

Three types of Young Persons Rail
• Holder only
• As the name suggests,
you're eligible if you're
aged 16-25! You can also
apply if you're 26+ and in full
time study.
For just £24 for 1 year, or
£65 for 3 years you'll save
1/3 on fares throughout
Great Britain.

• As long as you travel with
at least one child you
can! And up to 4 adults
and 4 kids can travel on
the one Railcard.
It costs just £24 for 1 year
or £65 for 3 years and you
get 1/3 off adult fares and
60% off kids' fares.

•
Holder Only
• If you're 60 or over, you
can buy a Senior Railcard
for £24 for 1 year, or £65
for 3 years.
You will save 1/3 on
Standard and First Class
rail fares throughout Great
Britain for a whole year.

HM Forces Railcard
•
Ensure that both the photocard (RSP No.
24903/5) and Railcard (RSP No. 24903/4)
are produced.
•
To prevent the use of colour photocopies of
Railcards, take the Railcard out of the wallet
and check that it is genuine ticket stock and is
endorsed with the stamp of the issuing unit.
•
Check that the photocard number on the
Railcard is the number of the accompanying
photocard.
•
Check that the photograph on the photocard is
one of the person presenting it.
•
Check that the Railcard has been filled in
properly, is endorsed with the issuing unit
stamp on the reverse side of the card and is
signed by the holder. If the card is unsigned
ask the customer for a document with their
signature on it (e.g. credit card), then ask the
customer to sign the Railcard. Compare the
signatures.
•
Check that the Railcard is in date.

Staff Travel Cards, TOC Privilege
Travel Cards and Photo Identity Cards
•
Using the TOC Privilege Travel Card to obtain Privilege
discounted travel tickets
•
The Privilege Travel Card is for leisure travel only.
However, staff may buy privilege tickets to travel
between a temporary place of residence and their
place of employment. This would not normally be for a
period of more than 14 days although some flexibility
may be needed in individual cases.
•
The holders must show their Privilege Travel Card and
Photo Identity Card (where appropriate).
•
Holders can buy tickets at Privilege discounted fares
during the full period of the card's validity.
•
The holder is eligible to purchase tickets at a discount
of 75% of the full public fare on all Train Operating
Companies services, except First ScotRail‟s
Strathclyde PTE services and London Transport (TfL).
•
Except for dependants aged 15 and under they must
be supported by a recognised photograph identity
card.
•
These cards are not valid for free travel and the
discounted tickets purchased are for leisure use only.

Revenue
Protection
Inspector
Ticket Knowledge
Quiz
Can You Help?

Q. Is this ticket valid on LU? Explain your
answer.
STD
OPEN SINGLE                    ONE       NIL
SGL
PRIV           07.JAN.08         60352      4852e3087W13
LUTON *             AS ADVERTISED           £12.50X
CLAPHAM JUNCTION * +
2017
A. Yes. It has a ‘+’ symbol under the route.

Q. Name 5 pieces of information
1. Status
Ad
2.
ult Single Fare
07JNR08
CHILD
RETURN >4.00< STD
07 JNR 08
TOWER HILL
= >< == >< =
045789 01 0713 07 JNR 08 0815 £4.00M
3. Expiry date
5. Price paid
4. Date of purchase

Q. What Is the NLC number of this Ticket?
STD
OPEN SINGLE                    ONE       NIL
SGL
PRIV           07.JAN.08         60352      4852e3087W13
LUTON *             AS ADVERTISED           £12.50X
CLAPHAM JUNCTION * +
2017
A. NLC 3087

Q. How many journeys is this ticket valid for?
07JNR08
CHILD
RETURN >4.00< STD
07 JNR08
TOWER HILL
= >< == >< =
045789 01 0713 07 JNR 08 0815
£4.00M
A. 2 single journeys

Q. How many adults and children required for
Family & friends use?
A. As long as you travel with at least one child you can! And
up to 4 adults and 4 kids can travel on the one Railcard.

Q. Name 5 pieces of information
Class 5.
1.  Ticket Portion
STD
OPEN SINGLE                    ONE       NIL
SGL
PRIV           07.JAN.08         60352      4852e3087W13
LUTON *             AS ADVERTISED           £12.50X
2.  Region
CLAPHAM JUNCTION * +
2017
Departure 4.
3. Time of
Issue

Q. What documentation would you expect to see
with this ticket?
07JNR08 PRV 01 DAY  TUBE / DLR
STD
07 JNR 08
>>123456<<
=                 =             ><
=          ><                =
045377 01 0746
07JNR08 0615
£3:50M
A. Privilege Ticket Authority Card (PTAC)

Q. What makes you eligible for a16-25 Railcard ?
A. As the name suggests, you're eligible if you're aged 16-25!
You can also apply if you're 26+ and in full time study.

Q1. How many people (minimum) will you see in this
group?
Q2. What would you do if more than 20 people?
07JNR08
GRP
TRAVELCARD
STD
07 JNR 08
>>123456<<
=                 =             ><
=          ><
=
775327 01 0778
07JNR08
0815
£3:50M
A1.  10
A2.  Contact interchange and destination stations

Q. What time is this Travelcard valid from?
07JNR08
01DAY TRAVELCARD STD
07 JNR 08
>>23456<<
DAY TRAVELCARD
= = OFF - PEAK =
045888 11 0712 07 JNR 08 0945 £4:80M
A. After 0930 Mon-Fri from the start date

Q. Will this ticket get me to Hammersmith
station?
07JNR08
RETURN >4.00< STD
07 JNR 08
TOWER HILL
= >< == >< =
045789 01 0713 07 JNR 08 0815 £8.00M
A. Yes

Revenue
Protection
Inspector
Oyster card?

What is an Oyster card
• An Oyster card is a plastic credit card sized smart card which is issued by or on
behalf of Transport for London (TfL). The card itself is not a travel document, a
ticket, or a permit to travel, and neither is it a method of payment such as credit
card or debit card. The card has an embedded micro-chip that can store details
of up to three different travel products at the same time.
• What products can I put on Oyster?
Oyster cards can store up to £90 in cash value to use for pay as you go (PAYG)
journeys and up to two 7-day or longer period Travelcard season tickets or
London Bus Passes, or one of each. Travelcards are only available for travel
within the London Fare Zones area.
• Travelcard season tickets: These tickets can be purchased for seven days, or
for any period from one month to one year. They are 'multi-modal', meaning
they are valid on trains, London Underground , Docklands Light Railway and
Croydon Tramlink services within the zones for which the Travelcard is issued.
Any Travelcard, regardless of the zone it is issued for, is valid on all bus services
throughout the London Bus network.
• Pay-as-you-go (PAYG): For day single or return journeys wholly within the London
Fare Zones area on all London Underground , Docklands Light Railway, London
Bus services and participating National Rail services. See 'Where can I use my
Oyster card?' below.

What is an Oyster card
• The PAYG balance is automatically debited with the cost of your journey for the zones in,
or through which, you have travelled. PAYG fares are subject to a daily price cap for any
number of journeys made within a 24 hour period ending at 04.29 the following morning.
Any additional journeys made after you have reached this cap will not be charged
provided you touch in and out every time. The value of the cap is also dependant upon the
time of day that you make your first journey and the zones travelled in or through.
• If you also hold a valid Senior Railcard, Disabled Persons Railcard, Young Persons
Railcard or a HM Forces Railcard then by registering your Railcard at a London
Underground ticket office you will be subject to a lower daily price cap for if you start your
first journey after 0930 on Mondays to Fridays or at any time weekends and public
holidays.
• Where can I use my Oyster card on National Rail?
• If you have a Travelcard on your Oyster card you can use it on any National Rail, or
Transport for London service within the Fare Zones for which it is valid. See the London
Connections Map for details of the Fare Zones
• When using PAYG on National Rail, please note that at an entry charge of either £4 or £5
will be deducted from the balance on your card at the start of your journey. This will be
adjusted when you „touch out‟ at the end of your journey so that you pay the correct
advertised fare and qualify for the appropriate daily price cap.

Changes to Oyster card deposit from
17 May
• The change will mean that
passengers wanting a season
ticket for a week, a month, or
longer periods will be required to
pay a £3 deposit when they first
purchase a card or come to
replace a misplaced,
unregistered card.
• Passengers who use Oyster pay
as you go (PAYG) already pay the
£3 refundable deposit and the
change does not affect anyone
with an existing card.

Freedom Passes
Validity?
At all times
Availability?
LU, LOROL, DLR, Tramlink, Buses & NR (some restrictions
apply)

New Deal Oyster Photocard
New Deal is a Government programme
that aims to give and support they need
to get into work.
If you have a New Deal photocard you
can buy the following tickets at reduced
rates:
Buy and use child-rate Tube, DLR and
London Overground cash single and
return tickets
Get an Oyster card to buy Travelcards
and reduced-rate Bus Passes
Use Oyster to pay as you go at 50 per
cent of the adult Oyster rate

Barclaycard Oyster
There are two types of Barclaycard Oyster : Debit/Credit
Card
Do not withdraw if reporting for irregular travel (unless
instructed by BTP or Bankcard authorisation centre)
• Obtain print out
• Card can be used to travel even after the printed expiry date
on the card

Children
Under 11 years old Travel Free ?
• At all times with an adult with a valid ticket/Oyster card
• No adult – Free if holding a 5-10 Oyster photocard only
• U14 or Child Oyster photocard must be with an adult with
valid ticket/ Oyster card for free travel. No adult, child rate
fares apply.
11 and under 16 years old?
• Child rate single, return, 1 and 3 day travelcards (do not
need 11-15 Oystercard)

Revenue
Protection
Inspector
Movie Readers 440

Revenue
Note Book
Protection
Inspector
Code of Behaviour

C I A
Clear
Intelligible
Accurate

Pocket Notebooks
01
NO
• E rasures
• L eaves torn out
• B lank spaces
• O ver writing
• W riting between lines
and
• S peech in direct context

Situation Details
01
•
Time
•
Day and Date
•
Station name or Train direction
•
Type of check
•
Reference to the offence
•
What the customer did - run off
or jump off train etc

Ticket Details
01
•
Ticket Type
•
Ticket Number
•
Zones and availability
•
Price on ticket
•
Whether valid or not
•
Station of issue
•
Photocard number if applicable

Customer Information
01
Full Name
Address
Date of birth
Age
Place of birth
Country of origin
Occupation
National Insurance Number
Telephone number
Immigration document number

Description/DETAILS
01
D - dress
E - ethnic origin
T - tall
A - age
I - imperfections
L - locks
S - sex

Verification
• Driving Licence – nationality, full/provisional. Is the picture a true likeness
of person stopped, number of licence
• Utility bill – date of bill, name of company and a/c number
• Bank statement – date of statement, name of bank
• National identity card/passport – country of issue and passport number
• NOC
• Police – collar number and station
False Details
Providing a false name and/or address will be served with another
summons under RRA 1889 5 (3) (c)
False Details
Providing a false name and/or address will be served with another
summons under RRA 1889 5 (3) (c)

Revenue
Protection
Inspector
Questioning

Questioning
“I knew six honest serving men
they taught me all they knew
their names were What and Where and When
and Why and How and Who”.
(Rudyard Kipling)

Communication
VERBAL 7%
NON-VERBAL, VOCAL 38%
NON-VERBAL, BODY LANGUAGE 55%

Questioning
• Open
• Closed
• Repeat
• Shadowing
• Leading
• Hanging

Questioning
• Open - a question that is open-ended, allowing the person who is
answering a number of alternative answers
• Closed - a question that leaves the question with only a choice of reply‟s,
usually yes or no.
• Repeat - a question that is repeated. You would usually use this for
clarification of the whole question.
• Shadowing - used to clarify points within an answer.
• Leading - a question that leads the customer to an answer.
• Hanging - a question that allows the person to carry on your question.

“On this occasion I have decided…”
No
Further
Penalty
Action
Fare
Fare Paid
Notice

“On this occasion I have decided to
take…”
No
Further
Action

Criteria for taking No Further
Action
No action should be taken if;
• the customer had a valid travel document but was unable to validate it
because of a problem that was the fault of LOROL
• the customer has paid the correct amount for their journey, but has
mistakenly purchased the wrong ticket
• the customer claims to have lost their ticket and provides enough proof to
verify their story
• any safety or risk of injury to any party, which might arise from taking
further action
• it would not be in LOROL's interest that a fare should be charged for the
journey made

“On this occasion I have decided to issue
a..”
Penalty Fare Notice

Criteria for issuing a PFN
• provided information which was investigated and proven to be incorrect
• failed to purchase or renew a ticket, when a facility to do so existed
• claims to have lost a ticket, but this cannot be verified
• travelled to or through a zone not covered by their magnetic ticket
• travelled beyond the availability of their Oyster card ticket, which already
had an existing negative PAYG balance at the start of their journey
• has not paid a fare and it would not be in LOROL‟s interest to complete
an Irregular Travel report
• hasn't touched in/out with PAYG then you can PF, but not with a
Travelcard.

“On this occasion I have decided to allow
a..”
Fare To Be Paid

Criteria for
Fare To Be Paid
• given permission to travel and pay at their destination
• unable to purchase a ticket due to reduced ticket issuing
facilities
• using a ticket no more than 1 working day out of date and
started their journey at a station where there was no
opportunity to validate their ticket
• clearly confused or misled

Decisions', Decisions‟
Nil Paid
Vs
MG 11

Nil PF versus MG
You come across a person at 06.50 travelling from Stratford to
Kentish town west without a ticket but has a cashpoint card
and no other means. The customer informs you that the shop
next door to the station was closed and would not be open until
07.00 and needed this train to get to work. Which of the
following actions do you take and why:
a. Ask further questions
b. Issue a Nil Penalty Fare Notice
c. Mg 11 report
d. Let the person travel

The correct answer…
• Is to ask the passenger why he could not
purchase the ticket in advance or why he
failed to get cash/means the night before?
• How would they pay and who would they
pay?
• Do they often make this journey?
• Why they did not use the cash point outside
the station?
• Mg 11 report.

Customer‟s action was wrong
• Under the Byelaws the Passenger did not
honor his side of the contract by making
attempt‟s to pay, by relevant means and it
was not the company‟s fault by machine
failure or no facilities and did not seek
Authority from a member of staff.

Nil Pay versus MG
You meet a passenger on the 06.15 from
Stratford you come across them at Camden Road
station. The passenger cannot produce a ticket,
and informs you that the ticket machine was not
accepting card payments at Caledonian Road &
Barnsbury and they do not have any other means
and did not see any official at the station, the
person is on their way to work at Willesden
junction Station and is intent on paying the fair
but cant at that moment but offers proof of
identity. What action do you take and why?

The correct answer…
• Ask further questions.
• Call up the station or retail Control to confirm the
facts about the station status but get no answer.
• Ask the passenger where they are travelling to and
by what means do they have to pay. If card only
• Once you can confirm who you are speaking.
• Nil paid Penalty fare issued.

Customer action was right
• They seemed to have tried to purchase a
ticket and you believe their efforts.
• Produced relevant means.
• Provided details which can be confirmed.
• Most of all show no intent to avoid the fare.

Nil pay vs MG
Your at a barrier at a station at 16.50 you come
across a passenger who had failed to validate their
oyster card at the start of their journey. Balance £5.00
last journey 08.00 from Hackney Wick to Finchley
Road & Frognal and you see a good travel history does
not have any other means on their person what action
do you take and why?

The correct answer…
• Ask further questions.
• Obtain details.
• View full journey history if good or first visit
to that station.
• Did they show intent or just human error.
• If no intent.
• Nil pay penalty.

How many offences can you find?
The person gives you false details at the first time of asking,
you point this out to the person who then swears at you
f*** o**. Then the person spits on the floor, the person
then notices another passenger watching the situation. The
person then threatens that passenger and tell them to f***
o** as well. You can see the passenger is clearly shaken
you ask a colleague to assist that person while you finish
the interview, at this time the person gives you correct
details which you confirm and process he then signs the
statement and the interview has ended he then produces a
hip flask of alcohol opens it and consumes some in front of
you, where there are signs clearly stating that no smoking
anywhere on the station or trains. And the consuming or
carrying of any open containers of alcohol is not permitted
this is witnessed by your colleague and the distraught
passenger and whilst still on the station lights a cigarette.

Most byelaw offences are a statement
of facts
• Most byelaws are a statement of facts and do not
need interviews under caution.
• Can you name these situations?
• No person shall smoke or carry a lighted pipe,
cigar, cigarette, match, lighter or other lighted item
where clear signage states note to.
• Consuming or carrying open alcoholic drinks.

Byelaw offences
(6) unacceptable behaviour
• (1) No person shall use any threatening, abusive,
obscene or offensive language on the railway.
• (2) No person shall behave in a disorderly,
indecent or offensive manner on the railway.
• (3) No person shall write, draw, paint or fix anything
on the railway.
• (4) No person shall soil any part of the railway.
• (5) No person shall damage or detach any part of
the railway.

Byelaw offences
(6) unacceptable behaviour
• (6) No person shall spit on the railway.
• (7) No person shall drop litter or leave waste on the
railway.
• (8) No person shall molest or wilfully interfere with
the comfort or convenience of any person on the
railway.
These are statement of facts and should be recorded
as so. If any third parties are involved details
should be obtained and affects of the behaviour
recorded.

Sample statement of byelaw offence
I observed person on the rear carriage of the train near the
guard‟s door sharing a lit cigarette with a male. My colleague
inspector also in uniform approached the couple and
identified ourselves as Inspectors and requested their details
of I which received the details of person in her own hand
these details were checked by the railway helpdesk and it was
made clear to me that the persons family resided at that
address, person confirm this revealing her sisters name.
obtained ref: 40875 I then asked person to sign my notes as
an accurate record of our conversation today, this she did I
then informed her that the rail company would be in touch. I
then continued my duties.

Recap of Objectives
• Condition of Carriage Customers Contract explained
• Why do we check tickets?
• Understanding the various Ticket/Oyster products,
• Oyster readers MOVie 440.
• Your Note Book Code of Behaviour
• what questioning Do I ask
• “Am I Making the right decision” ? NFA/PF/MG
• Nil Payed Vs MG11
• Outcome

Day Two

Day 2 Agenda
• 09:00- Intro/House Keeping
• 09:10/10:00- Byelaws/ Regulation of Railways Act 1889
• 10:00/10:15- Tea Break
• 10:30/11:40- Pre-Caution Notes/Appropriate Wording
• 11:40/12:00- Consolidation Morning Session lead to afternoon session
• 12:00/12:45- Meal Break
• 12:45/14:00- statements
• 14:00/14:15- Tea Break
• 14:15/15:30-statements
• 15:30/16:00- Consolidate afternoon‟s session lead to morning session
• 16.00- Finish

Revenue
Protection
Inspector
Byelaws

Objectives
• Pre-Caution Notes/Appropriate Wording
• Regulations of Railways Act 1889
• Byelaws and you
• State the importance of quality statements
• Identify detention as “arrest”
• State when and by whom an arrest may be carried out
• Describe the company‟s policy on arrest
• Outline the potential pitfalls of arrest
• Demonstrate an awareness of the need to balance fraud
prevention with the danger of unlawful arrest

Railway Byelaws – Why they help
us to help you
• Britain‟s Railway Byelaws cover trains, track and stations
across the country. Thousands of trains use as many
stations throughout the day and night. To ensure ease of
travel and safety on the railway system, including
passengers, staff, property and equipment, the Byelaws
need to be observed by everyone.
Conduct and behaviour
• Some practices can be generally unpleasant, or can be
dangerous to yourselves and others. To make travelling
more comfortable and safer, unacceptable behaviour is
banned on the railways. Other activities, such as smoking
and music have limits imposed on them so that the majority
of railway users can travel in comfort.

TASK
Byelaw
Byelaw
Byelaw
3 - 4
6
18
• What do these Byelaws mean?
• Give examples of how this offence could be broken

Byelaw 3 Smoking
• 3. Smoking No person shall smoke or carry a
lighted pipe, cigar, cigarette, match, lighter or other
lighted item on any part of the railway on or near
which there is a notice indicating that smoking is
not allowed.

Byelaw 4 Intoxication and possession
of intoxicating liquor
4. Intoxication and possession of intoxicating liquor
– (1) No person shall enter or remain on the railway where such person is
unfit to enter or remain on the railway as a result of being in a state of
intoxication.
– (2) Where reasonable notice is, or has been, given prohibiting intoxicating
liquor on any train service, no person shall have any intoxicating liquor with
him on it, or attempt to enter such a train with intoxicating liquor with him.
• (3) Where an authorised person reasonably believes that any person is
unfit to enter or remain on the railway, or has with him intoxicating
liquor contrary to Byelaw 4(2), an authorised person may:
• (i) require him to leave the railway; and
» (ii) prevent him entering or remaining on the railway until an
authorised person is satisfied that he has no intoxicating
liquor with him and/or is no longer in an unfit condition.

Byelaw 6 Unacceptable behaviour
• 6. Unacceptable behaviour
• (1) No person shall use any threatening, abusive, obscene
or offensive language on the railway.
• (2) No person shall behave in a disorderly, indecent or
offensive manner on the railway.
• (3) No person shall write, draw, paint or fix anything on the
railway.
• (4) No person shall soil any part of the railway.
• (5) No person shall damage or detach any part of the
railway.
• (6) No person shall spit on the railway.
• (7) No person shall drop litter or leave waste on the railway.
• (8) No person shall molest or wilfully interfere with the
comfort or convenience of any person on the railway.

Byelaw 18 Ticketless travel in
non-compulsory ticket areas
– 18. Ticketless travel in non-compulsory ticket areas
– (1) In any area not designated as a compulsory ticket area, no
person shall enter any train for the purpose of travelling on the
railway unless he has with him a valid ticket entitling him to travel.
– (2) A person shall hand over his ticket for inspection and verification
of validity when asked to do so by an authorised person.
• (3) No person shall be in breach of Byelaw 18(1) or 18(2) if:
• (i) there were no facilities in working order for the issue or validation of
any ticket at the time when, and the station where, he began his
journey; or
– (ii) there was a notice at the station where he began his journey
permitting journeys to be started without a valid ticket; or
– (iii) an authorised person gave him permission to travel without a
valid ticket.

Task
Byelaw
Byelaw
Byelaw
20
21
22
• What do these Byelaws mean?
• Give examples of how this offence could be broken
• You must pay particular attention to the intent that must be
proved for breaking of this Byelaw

Byelaw 20
20(1) This states that no one may alter a ticket with the
intent to defraud the company.
• Changing the date of a ticket or zone or photocard number
etc.
• Intent to defraud or prejudice
20(2) No one may use an altered ticket.
• If you have changed it or someone else has changed it then
it is a separate offence to use it.
• Intent to defraud or prejudice

Byelaw 21
21(1) This states that you are not allowed to buy or sell tickets
on LOROL.
• If you give someone money for a ticket you are breaking this
Byelaw.
• The intent here is immaterial, just sell or buy
21 (2) You are not allowed to transfer or receive tickets for
the purpose of travelling.
• If you give away a ticket to someone for travelling you are
breaking this Byelaw.
• The intent here is to allow another to travel.

Byelaw 21 (continued)
21(3) You cannot use any ticket which has been sold or transferred.
• If you willingly use a ticket that you have bought or that has been
transferred then you are breaking this Byelaw.
• The intent here is matched with the Byelaw
Byelaw 21
starts with - Subject to Byelaw 21(4). This means with the
exception of 21(4). You can buy or sell tickets if you are an
authorised person. This exempts you from all parts of this
Byelaw. It means you can sell or transfer tickets if you‟re
authorised to

Byelaw 22
22(1) This Byelaw states that you cannot buy a ticket
on
behalf of another person allowing them to not pay
their fare.
• The intent here is allowing another to travel.
• This Byelaw prevents a person from buying a ticket
on behalf of someone else.

Byelaw 22
• The difference between this Byelaw and the transferring of
a ticket is that in Byelaw 21 you must have a transfer and
the party receiving knows that they are receiving. This
byelaw covers when an innocent party is involved. When
questioning, if it is established that the person was bought
a ticket and did not know about the fraudulent travel this
allows you to report the person who bought the ticket.
• 22(2) covers someone showing a ticket on behalf of the
innocent party.
• The intent here is allowing another to travel.
• The principles of this are the same as 22(1)

Regulations of Railways Act 1889
Section 5(1)
• "Every passenger by railway shall, on request by an officer or servant of
a railway company, either produce, and if so requested deliver up, a
ticket showing that his fare is paid, or pay his fare from the place where
he started, or give the officer or servant his name and address; and in
case of default shall be liable on summary conviction to a fine not
exceeding (£1000)".
In other words:
1.
Produce or deliver up a valid ticket;
2.
Pay the appropriate fare;
3.
Give their name and address.

Regulations of Railways Act 1889
Section 5(2)
• This section outlines the powers given to an officer or servant of the
railway to deal with an offence under 5(1)
5(2)
• "If a passenger having failed either to produce, or if requested to deliver
up, a ticket showing that his fare is paid, or to pay his fare, refuses or
fails, on a request by an officer or servant of a railway company, to give
his name and address, any officer of the company may detain him until
he can be conveniently brought before some justice or otherwise
discharged by due course of law".

What is Arrest ?
Arrest is a restraint of a mans person,
obliging him to be obedient to the law
What is Detain ?
The removal of ones liberty

Regulations of Railways Act 1889
Section 5(3)a
If any person
a) travels or attempts to travel on a railway without having previously paid
his fare, and with intent to avoid payment thereof; or
Passenger travels or attempts to travel, without
previously paying the fare, with intent to avoid payment

Regulations of Railways Act 1889
Section 5(3)b
(b) having paid his fare for a certain distance, knowingly and wilfully
proceeds by train beyond that distance without previously paying the
additional fare for the additional distance, and with intent to avoid
payment thereof; or
Passenger having paid for a certain distance knowingly
and wilfully, travels beyond that point with intent to
Avoid Payment

Regulations of Railways Act 1889
Section 5(3)c
(c)having failed to pay his fare, gives in reply to a request by an
officer of a railway company a false name or address; he shall
be liable on summary conviction to a fine not exceeding
(£1000) or, in the discretion of the court to imprisonment for a
term not exceeding three months".
Passenger failed to pay fare, gives false name or address

Regulation of Railways Act 1889

Legislation
Section 5 (3) a
Section 5 (3) b
Section 5 (3) C

Travel without
Travel beyond
Give false name or
Offence
paying fare
distance
false address

Avoid payment
Avoid payment

Intent
of fare
of additional
Immaterial

fare

  Travels (or
  Over travels
  Fails to pay fare

  attempts to
  Extra fare not
  Request name
Constituents
  travel)
  paid
  or address

  Fare not paid
  Intent to avoid
  False name or
  Intent to avoid
  payment
  address given
  payment

Regulation of Railways Act 1889

Legislation
Section 5 (1)
Section 5 (3) a
Section 5 (3) b
Section 5 (3) c

Give false name
Offence
“Three Fails”
Travel without
Travel beyond distance
or

paying fare

false address

Avoid payment
Avoid payment

Intent
Immaterial
of fare
of additional
Immaterial

fare

   Fails to produce    Travels (or
  Over travels
Fails to pay fare

   ticket
  attempts to
  Extra fare not
Request name
Constituents
   Fails to pay
  travel)
  paid
or address

   Fails to give
  Fare not paid
  Intent to avoid
False name and
   name and
  intent to avoid
  payment
address
   address
nnnnam  f p
o ay
A men
ddre t
s  s given

Powers:  Of arrest given to an officer of the railway under section 5 (2) if a person
has travelled and:
1) Fails to produce a ticket, then


2) Fails to pay the fare, then


3) Fails to give name or address

Revenue
Protection
Inspector
Pre-Caution Notes
Appropriate Wording

Pre-Caution Notes Appropriate
Wording
Pre-caution notes : Are very important to a case as
they set the scene on what occurred during the
incident. Whilst on their own they are not
admissible as evidence they are however read out
before the court and can be a powerful tool when it
comes to influencing the Justices decision.

Pre-Caution Notes Appropriate
Wording
• No ticket or money.  Upon request he was unable to produce a valid
ticket or the appropriate means in which to pay for one.
• Adult on child.  Upon request to produce a valid ticket he presented
to me a child rate single ticket from Camden Road to Hackney Wick
numbered 012345.  In view of his age he was not entitled to this type
of ticket.  I withdrew the ticket and enclose it as evidence numbered
AS01.  I asked him if he had any other tickets for his rail journey and he
said no. He had no appropriate means to pay the fare.

Pre-Caution Notes Appropriate
Wording
• Pay and go Oyster. I requested to see their ticket and they produced an
Oyster Card numbered 0123456789124, upon reading the card with
my hand-held reader, I noticed that there was no period Travelcard or
other product loaded onto it. The oyster card had not been validated at
the start of their journey at Camden Road station.  In order to undertake
a journey using Pay as you Go credit, the passenger must ensure they
have enough credit in the form of electronic funds and validate their
oyster card at the start of their journey by touching in and close the
journey by touching out at their destination, therefore being charged the
correct fare for the journey undertaken.  A pay as you go oyster card
that has not been validated in this manner, as per the terms and
conditions of the ticket, is therefore not a valid ticket for travel.   The
oyster card produced contained only £0.60 credit which was
insufficient to allow a correct Entry validation at Camden Road Station.
The minimum requirement currently is a credit of £1.10; He had no
other tickets for his journey or the means in which to pay.  The last
recorded journey shown on the Oyster Card was a 46 bus at 12.29
hours on 15/04/09.

Pre-Caution Notes Appropriate
Wording
• Transferred ticket.  I requested to see his ticket and he produced an
elderly persons Freedom Pass numbered 0123456789 in the name of
Mrs Joan Smith, I requested to see the supporting photocard which he
was unable to produce.  These tickets are not transferrable and are
only for use by the appropriate holder.  As the Freedom Pass was not
his I withdrew it and enclose as evidence numbered AS01. He was
unable to produce any other tickets for his journey and did not have the
means to pay for one.
• Travel Beyond Validity.  Upon request to produce a valid ticket for his
journey he produced a single ticket numbered 12345, valid for travel
between Euston and South Hampstead stations.  As we were at Bushey
I asked him if he could produce a valid rail ticket for the part of his
journey from South Hampstead to Bushey, this he was unable to do.

Pre-Caution Notes Appropriate
Wording
• No supporting documents.  Upon request to produce a valid
ticket he showed a Woking to R1256 one day travel card
numbered 67891 with Young Persons Railcard discount,
this railcard entitles the holder to discounted tickets.  I
requested to see the railcard which he was unable to
produce.
• False details.  I requested his details in my notebook and
he supplied: John Smith 22 Acacia Avenue, London, NW2
7YH, whilst I was on the phone to the railway helpdesk he
admitted that he had given me a false name and address.
He then supplied his correct details which were confirmed
(name and address) by the railway helpdesk.

Pre-Caution Notes Appropriate
Wording
• Confirmation of passenger‟s details.  The helpdesk should be your final
port of call.  The vast majority of people have something on their person
with at the very least their name shown on it.
• I requested his details in my notebook which they provided and these
were confirmed by a photo driving licence which showed a true likeness
of him.
• I requested hi details in my notebook and these were confirmed by a
bank statement which he had in his possession.
• I requested his details in my notebook and these were confirmed by the
railway helpdesk (address only), (name and address) etc etc etc.
• The reason for this document is to make all situations that you come
across in your day to day duties clear and transparent, as well as
demonstrating a logical sequence of events, and the information
required to help secure a conviction. All parties, the defendant,
prosecutor, justices and inspector(s) involved need to have an
understanding of our processes. Although they may be familiar to us
they may not be to those outside of our business.

Guidelines
• These guidelines are to assist you with your precaution
notes and whilst every situation should be treated on its
own merit, this is simply to ensure best practice but to
include a code of practice setting the standard of what will
be expected from LOROL prosecutions. As much
information and detail relevant to your report should be
noted, including: ticket and oyster card number, date, time,
type of ticket/oyster card, discounts, method of payment,
journey details (from/to) and photo card number, if
required. Other information to be recorded when dealing
with an oyster irregularity: balance status and last journey
made. The oyster card number should always be noted in
the first instance as this will help to avoid confrontation
when considering withdrawing an oyster card. It is the
number that is important and not the card.

Revenue
Protection
Inspector
statements

What is a statement?
A written report of an incident or situation
So what does this mean to you?
It is a written record of an RPI's first
hand knowledge of an incident.

Statements
• Ensure your statement truly reflects your notebook and
contains time, date, station names and names of all persons
involved. These should not be abbreviated in your statement.
• When putting a time, it must be in 24 hour format.
• When putting a station name the zone must be included, as
the court may not know the zonal system. This will help them
understand the offence better and does not put you on the
spot when giving evidence.
• When writing a report remember that you must make all
points clear and factual. The best reports are set out like a
story.

Statements - Scene Setting
• The first part is the “scene setting”. This is where you state
who you are, where you are, what you were doing, and in
cases where you may be using equipment, what equipment
you were using and whether it was in working order. If
working in plain clothes you should state this and that you
identified yourself as an officer of the Railway.

Statements - The Main Story
• The second part is the main story, (body of statement) what
happened and what was said by whom.
• All questions and answers should be in „I said‟ or „ he/she
said‟ format and any breaks in the interview must be noted.
The caution must be stated clearly and explanation given if
required. Any responses by way of gestures should be
clarified before noting.

Statements - The conclusion
• Interview must be stopped when all relevant questions have been asked.
• Explain what has just happened and the reason why they have been
questioned.
• Go through your notes with them as a true and accurate record of the
interview.
• Ask if there is anything they wish to add.
• Obtain their signature along with your own and any other persons
involved.
• Advise that the facts will be reported.
(You may need to note that the person then continued their rail journey or
they then left the station)

Statements
• At the end of your notes you should sign your name, the
passengers and any applicable witnesses.
• The witness signature is for a person who knows you and
sees you sign. They are not signing to state they are a
witness to the incident.
• When this is done it is important that you fill out the areas at
the top of the page. This is where you swear that the
statement is true, note when you sign this because if you
have put anything in your statement that is not correct you
could find yourself arrested for perjury.
• Finally, ensure the customer‟s name is on the top of the
form, Regina V customer name.

Recap of Objectives
• Pre-Caution Notes/Appropriate Wording
• Regulations of Railways Act 1889
• Byelaws and you
• State the importance of quality statements
• Identify detention as “arrest”
• State when and by whom an arrest may be carried out
• Describe the company‟s policy on arrest
• Outline the potential pitfalls of arrest
• Demonstrate an awareness of the need to balance fraud
prevention with the danger of unlawful arrest