The first point of contact for any complaints relating to HS2 is its Helpdesk. The Commissioner’s role is to mediate in unresolved disputes between the project and individuals or bodies.
The Commissioner also reports on his activities and reports making recommendations to HS2 Ltd on how numbers of complaints may be minimised or reduced.
The Commissioner will also act as an arbitrator for the Small Claims Scheme in the event that a dispute cannot be resolved through the normal process.
The Commissioner’s role will be publicised to areas along the route (Phase One). This will include making information available to local elected representatives, councils and relevant public services such as libraries and Citizens’ Advice Bureaux.