Rail firms fined for phone-link failings leaving calls waiting

THE NATIONAL Rail Enquiry Service (NRES) is to be fined pounds 500,000 for not answering enough calls. The fine, to be paid by the privatised train companies, could be followed by another pounds 500,000 in penalties if standards deteriorate further.

John Swift, the rail regulator, acted yesterday after the latest figures showed only 86 per cent of calls made to the 0345 484950 number - charged at the local rate - were answered.

The figures, which apply to the four weeks to 17 October, meant the service breached the regulator's target of 90 per cent, triggering the pounds 500,000 fine.

It also means 500,000 calls went unanswered, with the rail companies blaming modern technology, allowing people automatically re-dial, and on the high number of engaged tones.

John Rhodes, passenger services group director at the Office of the Rail Regulator, said: "Since April this year, the NRES has struggled to meet the regulator's minimum target of answering 90 per cent of calls made. Action taken over the last six months has not led to consistent performance and the scheme has not been able to assure the regulator that it will achieve the minimum standard in future. The scale of the penalty reflects concern that this action has been found necessary for a second time."

In August last year, the regulator imposed fines totalling pounds 350,000 on train operators who failed to meet the 90 per cent target. The rail regulator's office said on average 4.7 million calls were made to the NRES over any four-week period, of which 4.2 million were answered.

But the Association of Train Operating Companies (Atoc) denounced the move as "unhelpful". Ivor Warburton, Atoc's chairman, said: "We need the rail regulator to understand the operating realities of this service. It will not be improved by legal action and fines."

The passenger watchdog, the Central Rail Users' Consultative Committee said it wanted Mr Swift to take an even tougher approach. Andy Burns, its data analysis expert, said: "We want to see the Rail Regulator starting to set targets on the quality side otherwise it will be one thing to get through to NRES, but if as a result you are getting wrong information that is inaccurate then I think the enforcement action has not addressed the most urgent problem."