Rail Operators' Compliance with LTA's Operating Performance Standards on Service Quality

13 Mr Murali Pillai asked the Minister for Transport (a) how does LTA independently ensure the rail operators' compliance with LTA's operating performance standards dealing with service quality; and (b) how does LTA handle train commuters' complaints on service quality issues.

Mr Khaw Boon Wan: Rail operators are required to adhere to the Operating Performance Standards (OPS) imposed by the Land Transport Authority (LTA) as part of their licensing conditions. This covers areas, such as safety, reliability and service quality, for example, train headways, punctuality and frequency of delays.

LTA assesses the quality of service through regular checks of the stations and trains, special audits of the processes and commuter feedback. All feedback is taken seriously and conveyed to the rail operators for improvement.