Refund policy in the event of industrial action

ATOC have sent this communication to TMCs today - I'm attaching a copy here for ease of reference

Processing of refunds through ATOC – licenced third party retailers for passengers affected by the planned RMT/TSSA industrial action on 6th-9th April 2010
The change of travel and refund arrangements which will apply during the affected strike days (6/7/8/9 April 2010) are described on the National Rail Enquiries website (http://www.nationalrail.co.uk/service_disruptions/2010/dispute.html
This page will be continuously updated with the latest information on train services but the change of travel and refund conditions described will apply throughout the strike period. Please check this page on a regular basis for train service updates.
We are allowing passengers plenty of opportunity to change their travel arrangements without the need to re-book (see the National Rail Enquiries link above) and hope that many will do this rather than seek a refund. Please advise customers of these change of journey arrangements prior to a accepting refund requests.
If a customer’s journey runs as normal (out and return) standard conditions apply and a refund should not be made. Please check the NRE website for information on which train services are running before accepting refund requests.
However, if any part of a customers journey is likely to be disrupted (either out or return, or for part of the journey), they will be able to travel on an alternative day or obtain a refund (without any administration fee) for the unused journey(s) from where the ticket was bought.
We recognise that the nature of the planned industrial action is unusual in that it is both on a national basis and extends over four days. In these exceptional circumstances, we expect that there will be an unusually large number of refund requests. As agents will not be able to recover any additional costs resulting from these exceptional circumstances through the normal refund administration fee arrangements, ATOC will, on a goodwill basis, pay all agents a £5 fee per booking transaction, where the transaction involves travel on at least one of the strike-affected days. This payment is without prejudice to any arrangements that might apply in the event of industrial action in the future.
A transaction is defined as the basket of tickets associated with any purchase/order. For online sales this means the number of tickets in a customer’s shopping basket (which could mean a number of travellers and a combination of one way and return tickets, except where single leg, Advance Purchase bookings are made which will be classified as a separate transaction per direction of travel). This same principle should, as far as possible, be applied to call centre, intranet and face to face sales.
TAs and TMCs are asked to process these refund applications in the usual manner through the Travel Agents Refund Service (TARS) but must submit a separate, Summary Record of Refunded Fares form which will detail the refund applications where a full refund is being made under these special strike arrangements. This will allow TARS to process the refund.
An amended copy of this form (blank copies of which will be available on the ATOC Travel Agents website by close of business 31/03/10) must also be forwarded to ATOC. The amended form requires, for audit trail purposes, additional information: the date of travel affected by the industrial action, from/to details (and in the case of Advance tickets, train service details), the customer’s name and the date of ticket issue. A column headed Agency Special Admin Fees Claimed should contain the refund fees being requested under this arrangement. This information should be sent to:
ATOC Limited, 3rd Party Retailing Dept, 3rd Floor, 40 Bernard Street, London WC1N 1BY.
It is the basis of this form that ATOC will make arrangements to reimburse you through the Automated Settlement procedure once an audit of the return has been completed .
There is still a strong possibility that the planned industrial action will be called off. We will be issuing further instructions on the arrangements that will apply in these circumstances.