Engagement with Consumers and end-users, channels to raise concerns or needs and approaches to remedy

Processes for engaging with consumers and end-users about impacts (S4-2)

DB Group is in constant dialog with contracting organizations, transport associations, passenger associations and political players at Federal state and Federal republic level. Impetus for the further development of the security concept is provided in particular by current situation assessments, which are continuously carried out together with the Federal Police at the Rail Security Situation Center. Security-related feedback from customer dialog, customer surveys and DB Group’s social media channels is also taken into account. In addition, regular dialogs are held with special interest groups and the travel and traffic arbitration body (Schlichtungsstelle Reise & Verkehr; SSRV).

DB Group security staff and officers from the Federal Police seek dialog with customers and station visitors on an ad hoc basis, for example to avoid the risk of accidents or to raise awareness of crimes such as pickpocketing or attempted fraud by third parties.

All reports and feedback from relevant parties on security-related aspects are incorporated into the planning of future activities and processes across all business units. Key decisions on the security concept are made by the CSO, while formal resolutions are adopted by the Management Board.

The presence of police officers and security staff on trains and in stations contributes to subjective security.

Processes to remediate negative impacts and channels for consumers and end-users to raise concerns (S4-3)

If unplannable events, including those caused by third parties, have a negative impact on customers or station visitors in connection with the topic of security, the affected parties have various widely communicated channels at their disposal for making contact so that they can assert their interests and claims. These include the central DB customer dialog, DB Group’s social media channels, regional contacts and employees at stations and on trains. All concerns are recorded and evaluated centrally and forwarded to the relevant departments. Independently of DB Group, the Federal Railway Authority as the supervisory authority and the SSRV are the points of contact for customer and station visitor concerns.

The high number of reports received via the various channels shows that customers and station visitors are aware of these channels and consider them useful for pursuing their interests and concerns.