To propose any changes to the opening hours, or the closure of ticket offices, train operating companies (TOCs) must follow the process set out in the Ticketing and Settlement Agreement (TSA). Under the TSA when proposing major changes to ticket office opening hours (including closures), operators are required to take into account the adequacy of the proposed alternatives in relation to the needs of passengers who are disabled; and to include this in the notice of the proposal sent to other operators and passenger groups. We would also expect operators to consider other equality related needs and make this clear in their consultation.

The Secretary of State is only involved in the TSA process if an objection is made by a passenger group such as Transport Focus during the consultation which cannot be resolved. When a ticket office is under the remit of a devolved administration, the Secretary of State would normally appoint the relevant devolved authority to make any required decision on his behalf.

If called upon to make a determination on a specific ticket office proposal, the Secretary of State will follow the TSA process, the Ticket Office Guidance and comply with his own Public Sector Equality Duty by taking equality implications into account.