Improving rail performance is a key objective for the Department for Transport. However, managing rail network performance is the responsibility of Network Rail and joint action plans are in place between Network Rail and c2c to address performance issues. These are monitored monthly.
All operators who charge penalty fares must comply with the Penalty Fares Rules 2002 and the provisions of their own penalty fares scheme. Every penalty fares scheme must be approved by the Department for Transport. The Penalty Fares Rules ensure consistency between operators in terms of when a penalty fare may and may not be charged, the wording and design of penalty fare warning notices, criteria for accepting or declining appeals, and the use of discretion by staff.
Operators are required to comply with the National Rail Conditions of Carriage by their Passenger Licence, which is enforced by the Office of Rail Regulation. Compliance with the National Rail Conditions of Carriage is also a requirement of franchise agreements, which are enforced by the Department for Transport.