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Since the 30th of April 2020, the NS (Dutch Railways) has had a reporting number (06-13181318) where train passengers can report a sense of insecurity or disturbance in NS trains via a WhatsApp or text message. Passengers are in direct contact with the NS control room, which can intervene when necessary or provide assistance in other ways.
During a committee debate in the Dutch House of Representatives, questions were raised about the effectiveness of the NS reporting number, as there are indications that it may provide a false sense of security. This question arose from anecdotes shared by individuals (including on social media) about their experiences with the reporting number, and the suggestion that there may not always be (adequate) action taken in response to reports, particularly regarding harassment and aggression on trains.
The objective of this research is to gain an objective understanding of the usage and effectiveness of the NS reporting number.
Dialogic is conducting this research in collaboration with TwynstraGudde. The study will provide insights from the perspectives of passenger organisations, passengers, and the NS.
