/ EUROPEAN COMMISSION
High Level Group of Independent Stakeholders on Administrative Burdens

Report on best practice in Member States to implement EU legislation in the least burdensome way

Questionnaire

Origin of best practice example
MemberState / Germany
Region, community, if applicable / Not applicable
Responsible authority / Eisenbahnbundesamt
Description of best practice example
(including, if possible, the following information)
- title of the initiative / Application ofthe passenger rights regulation - complaint handling mechanism
- substantive area / Passenger rights
- objective(s) / Installation of a complaint handling mechanism by railway undertakings
- related EU law / Regulation(EC) 1371/2007 of 23 October 2007 on rail passengers' rights and obligations
- related national / regional / local law if applicable / ./.
- detailed description
of best practice and its effects incl. (to the extent possible): / Article 27 of the Regulation requires railway undertakings to install a complaint handling mechanism for the rights and obligations covered in the Regulation.
In Germany, DB and 44 non Federal State owned railway undertakings have installed an integrative mechanism. These railway undertakings represent all relevant railway undertakings in passenger transport. A subsidiary of DB runs the single “service center passenger rights”.
This single institution assures that every passenger of one of the participating railway undertakings can address the service center without having to find out what railway undertaking has to be contacted under what address.
A form has been developed which helps passengers expressing their complaint with the necessary data. This form is used by all participating railway undertakings, but it is not obligatory.
In delayed trains giving right to a compensation the conductor distributes the form including the confirmation of the delay, which admits the claimfor a compensation.
The described application of Article 27 of the Regulation has contributed to reducing the administrative effort for passengers and railway undertakings by charging one single institution.
main elements,
effect on beneficiaries (who, how many, how often etc.),
improvements to former practice,
date of implementation,
duration of procedure,
costs of procedure,
e-government elements,
quantifications of cost reductions where possible
- any other information you would like to add
For further information
Contact persons
Website

If you need more information, please consult the HLG website[1] or contact the HLG Secretariat (cf. below).

Please return the completed form(s) to the HLG Secretariat by March 2011:

E-mail:

or

Mail:

European Commission

High Level Group of Independent Stakeholders on Administrative Burdens

Secretariat

Ms Carolina Marin Vargas

BREY 07/201
B-1049 Brussels

Belgium

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