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Contents of Customer Information Group meeting on 17th February 2022

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Dear Network Rail Limited,

Please can you supply information regarding the phone meeting of Rail Delivery Group's Customer Information Group telephone meeting on 17th February?

To identify the group, I'm informed that RDG’s organisation comprises an internal governance structure, headed by its Customer Board. The Customer Board sits above the Customer Information Strategy Group (“CISG”), which itself heads two sub-groups: the Customer Information Group (“CIG”), which deals with issues related to customer information, and the Accessibility & Inclusion Group (“A&IG”), which deals with issues regarding compliance with licence-linked accessibility requirements. Apparently the CIG and the A&IG have delegated authority from the CISG in relation to a number of matters (including, in the case of the CIG, the power to adopt a “Do Not Travel” recommendation). Representatives from all TOCs sit in the CIG. I'm assuming that a Network Rail representative also sits in the CIG.

I'm informed that on Thursday 17 February 2022, shortly after the Met Office issued a Red Weather Warning for Storm Eunice, a meeting of the CIG took place, by way of a telephone call. During this call, the CIG apparently agreed a course of action which included the nationwide issue of “Do Not Travel” notices for train operators.

It is this meeting that I am specifically interested in.

Please could you supply me with the notes and communications your representative made during and as a direct result of this meeting? I'm wanting anything that indicates what topics were discussed and what decisions were made. Contemporaneous notes, internal or external emails received or sent that reveal what was discussed at this meeting, and what decisions were made and actions agreed, would be great.

Please can you also advise me about the power and responsibility of your representative on the group? I am not wanting any personal data, I am wanting to know what their role involves and what powers they have to bind your company / to agree to proposals agreed by the group.

In specific, I am instructed that the issue of pre-booked assistance bookings was raised during the call. Apparently the CIG discussed the actions to be taken in that regard, considering the risk that TOCs would not be able to deliver the pre-booked assistance during Storm Eunice. It was apparently agreed during the call that customers with pre-booked assistance bookings should be contacted by TOCs to cancel their assistance booking; and that no further pre-booked assistance bookings should be arranged for 18 and 19 February 2022.

I'm not sure I find it credible that this group, which is not the accessibility and inclusion group, has the authority to agree to cancel and refuse assistance bookings. What I'm wanting to know is whether the group did actually discuss such and reach that decision. If so, whether your rep on that group agreed to such cancellations and refusals, whether they had authority to do so and if so, how they communicated this decision within your company.

Thank you

Yours faithfully,

Doug Paulley

FOI, Network Rail Limited

OFFICIAL

Reference number: FOI2022/00490

Dear Doug Paulley

Information request

Your correspondence was received by Network Rail on 22 April 2022. I can confirm that your request is being processed under the terms of the Freedom of Information Act (FOIA).. I will endeavour to respond to you as soon as possible and in any event by 23 May 2022.

On occasion we may need to consult with third parties about requests, in line with the recommendations in the Code of Practice issued by the Cabinet Office.

If you have any queries please do not hesitate to contact me.

Please remember to quote your reference number in all future communications.

Yours sincerely

Anisha Pandya Mulholland

Information Rights Specialist | Freedom of Information

Network Rail, 1st Floor Willen Building, The Quadrant: MK, Elder Gate, Milton Keynes, MK9 1EN

Website: Freedom of information (FOI) - Network Rail

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FOI, Network Rail Limited

2 Attachments

OFFICIAL

Reference Number: FOI2022/00490

Dear Doug Paulley

Please find attached a letter from Network Rail in response to your recent
request for information.

Kind regards

 

Anisha Pandya
Information Rights Specialist | Freedom of Information
  [1]Network Rail, 1^st Floor Willen Building, The Quadrant: MK, Elder
Gate, Milton Keynes, MK9 1EN
Website: [2]Freedom of information (FOI) - Network Rail

 

 

 

 

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Doug Paulley left an annotation ()

promised to give a response by 22nd June 2022

FOI, Network Rail Limited

2 Attachments

OFFICIAL

Reference Number: FOI2022/00490

Dear Doug Paulley

Please find attached a letter from Network Rail in response to your recent
request for information.

Kind regards

 

Anisha Pandya
Information Rights Specialist | Freedom of Information
  [1]Network Rail, 1^st Floor Willen Building, The Quadrant: MK, Elder
Gate, Milton Keynes, MK9 1EN
Website: [2]Freedom of information (FOI) - Network Rail

 

 

From: Anisha Pandya On Behalf Of FOI
Sent: 23 May 2022 16:22
To: 'Doug Paulley' <[FOI #856660 email]>
Subject: RE: Freedom of Information request - Contents of Customer
Information Group meeting on 17th February 2021

 

Reference Number: FOI2022/00490

Dear Doug Paulley

Please find attached a letter from Network Rail in response to your recent
request for information.

Kind regards

 

Anisha Pandya
Information Rights Specialist | Freedom of Information
  [3]Network Rail, 1^st Floor Willen Building, The Quadrant: MK, Elder
Gate, Milton Keynes, MK9 1EN
Website: [4]Freedom of information (FOI) - Network Rail

 

 

 

 

show quoted sections

We don't know whether the most recent response to this request contains information or not – if you are Doug Paulley please sign in and let everyone know.