Revenue Protection Policy

First Transpennine Express (FTPE) operates this policy to ensure it complies with the requirement upon it of the Association of Train Operating Companies (ATOC) to abide by the National Rail Conditions of Carriage (NRCoC), which is a national standard by which all train operating companies agree to abide.

Copies of the NRCoC are available at all FTPE booking offices or on:

www.nationalrail.co.uk/nrcoc

Particularly, these conditions require that:

Before you travel you must have a ticket or other authority to travel which is valid for the train(s) you intend to use and for the journey you intend to make

FTPE will enforce this policy through all staff who carry out Revenue Protection duties both at stations and also on board our trains.Their job will be to ensure that all customers are in possession of a valid ticket for the journey they are making. All employees of FTPE are trained to a high standard in customer service skills and are expected to behave with courtesy and respect towards all our customers whatever the circumstances.

If you board one of our trains from a station that has no ticket purchasing facilities you will be given the opportunity to purchase a ticket from a member of our on board team.

However if you board the train from a station where ticket purchasing facilities exist you will be in breach of Condition 2 of the National Rail Conditions of Carriage and will be treated as travelling without a valid ticket.

If you are found to be travelling without a valid ticket one of the options available to our staff is the issue of an UNPAID FARES NOTICE.

UNPAID FARES NOTICE - this is a document which has a serial number at the top starting TPE showing details of the journey undertaken and the fare required. The customer is invited to sign this to acknowledge the fare remains outstanding and is handed a copy.

If I am issued an Unpaid Fare Notice, do I need to pay immediately?

When issued with an Unpaid Fare Notice you have seven days from the date issued to make the full payment to Revenue Protection Support Services (RPSS). Contact details can be found on the notice.

How can I pay for my Unpaid Fare Notice?

By Cheque or Postal Order made payable to Revenue Protection Support Services (RPSS), with your Unpaid Fare Notice reference No. endorsed on the reverse and posted to:

Revenue Protection Support Services (RPSS), PO Box 89, Portsmouth. PO1 1EG.

Please allow enough time for the payment to reach RPSS within seven days. If not received by RPSS within the 10 day deadline, you may accrue a non refundable administration fee.

Credit/Debit card - Telephone 0871 559 2997 within the seven day deadline or you may accrue non refundable administration fees. Please note RPSS do not accept American Express or Diners Card.

If you wish to dispute the issue of the Unpaid Fare Notice, you must do so in writing within 21 days and send this to:

Revenue Protection Support Services (RPSS), PO Box 89, Portsmouth. PO1 1EG

This service is independent of First TransPennine Express and will consider your reason for dispute based on the facts of the case.

Please note that any dispute does not negate your liability to pay the amount owing, if you fail to do so this may incur non refundable administration fees.

What do I do if I am unhappy with the response from Revenue Protection Support Services (RPSS)?

If you are unhappy with the response received you may wish to refer your case in writing to Passenger Focus, who are an independent statutory body set up by Parliament to consider issues of this nature. Their contact details are:

Passenger Focus
Freepost RRRE-ETTC-LEET
PO Box 425
Manchester
M60 3AR
Tel: 0300 123 2350
Email: advice@passengerfocus.org.uk

If FTPE staff encounter a customer who does not have a valid ticket for the journey they are making or have made and they have reasonable grounds to suspect that an offence may have been committed then the staff are empowered to question the customer to establish the facts of the matter.

Will I be under arrest at this point and do railway staff have the power to detain me?

You will not be under arrest, and you are free to leave at any point, but failure to provide a valid name and address to an officer of the railway, when asked, is a criminal offence.

What questions will I be asked and is there a legal obligation on me to answer them?

This depends on whether you are being dealt with by a conductor or by a member of Revenue Staff.

A conductor will simply ask for your name and address (see above) and report the details of the journey you have made/are making. The conductor is empowered to withdraw your ticket or any other documentation to support that ticket if he/she suspects it is invalid and will submit these with his/her report on the incident. In these circumstances the conductor will issue you with a ticket at no charge to allow you to complete the journey you are making.

The conductor's report will then be forwarded to FTPE's Prosecutions Department for consideration.

This department is operated on FTPE's behalf by First Great Western Prosecutions Department based in Reading (FGW) from whom you will subsequently receive all correspondence relating to this incident.

A member of Revenue Staff will ask necessary questions to establish whether or not there was intent on your part to evade full payment for the journey you are making/have made.

(i).Members of the Revenue Team receive intensive training in order to carry this out and this involves both accredited members of the legal profession and British Transport Police.

(ii).Some members of the Revenue Team are trained and duly accredited under PACE - the Police and Criminal Evidence Act.

(iii).These officers will caution you with the prescribed words:

"You do not have to say anything but it may harm your defence if you do not mention when questioned anything you later rely on in court. Anything you do say may be used in evidence."

(iv).They will then question you appropriately about the journey you are making/have made and any tickets/other documentation you may have for that journey and make contemporaneous notes on that interview.

(v).For your own protection, you will be invited to sign the officer's notebook underneath the notes to verify that they are a true and correct version of what has taken place and what has been said.

(vi).The member of the Revenue Teamis empowered to withdraw your ticket or any other documentation to support that ticket if he/she suspects it is invalid and will submit these with his/her report on the incident. In these circumstances the conductor will issue you with a ticket at no charge to allow you to complete the journey you are making.

(vii).The officer will then take his leave of you and subsequently submit a report on the incident to FGW.

How will I find out what is going to happen to me?

FGW will contact you by post following the incident outlining the procedure they will follow and where appropriate this will give you an opportunity to present any mitigating circumstances.

If, following your correspondence with FGW it is felt that there is sufficient evidence to bring a prosecution against you in a Magistrates' court, a summons will be issued to you. The matter will then follow the due legal process.

What can I do if I feel I have not been treated with courtesy and respect?

If at any stage of any of the procedures outlined above you are not satisfied with the behaviour of any member of railway staff, you should contact our Customer Relations team:

Phone: 0845 600 1671

Email: tpecustomer.relations@firstgroup.com

Customer Relations

First TransPennine Express
Freepost
ADMAIL 3878
Manchester
M1 9YB

Please note, however, that members of the Customer Relations team can only deal with complaints regarding behaviour and cannot comment on the particulars of any case if suspected of fare evasion.  All such comments/enquiries should follow procedures laid out above.

 

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