Personal information we hold

In order to use the services provided by Dial-a-Ride you need to become a member. This requires completion of an application form which is used to assess and review your eligibility to use the Dial-a-Ride service and to help us take into account your personal accessibility needs when travelling. The personal information we hold includes:

  • Name, address, date of birth, telephone number, email address
  • Information relating to your disability, health or long-term condition (eg relating to your mobility)
  • Information relating to your mobility aids and travel requirements
  • Proof of your identity (eg driving licence, passport)
  • Information relating to your ethnicity (for equal opportunities purposes: this is optional)
  • Emergency contact details
  • Taxicard number if you have used this as proof of eligibility
  • Any other personal information that you supply in your supporting documentation as part of your application to become a Dial-a-Ride member
  • Income information relating to benefits or allowances you receive

If you telephone the Dial-a-Ride customer contact centre, your call will be recorded for training and quality purposes.

How we use your personal information

TfL and the companies that process personal information on our behalf will use your personal information for the purposes of customer services and administration (including assessing and reviewing your eligibility to receive the Dial-a-Ride service), the provision of door-to-door travel services, customer research and fraud prevention.

We will not use your personal information for marketing purposes and will not pass it to any other organisation for those purposes without your prior consent.

Length of time we keep your information

If you are successful in your application to become a Dial-a-Ride member, your paper application form will be retained for one year.

Supporting documentation such as proof of identity and evidence of eligibility will be securely disposed of immediately after your application has been processed onto our system. Unsuccessful applications will be retained for one year.

Paper driver manifests - which include details of customers' name and contact details, mobility requirements and date and times of travel - are retained for six months.

If you submit any enquiries to Dial-a-Ride either by letter, telephone, email or fax, these will be retained electronically in accordance with TfL's information and records disposal policy.

Keeping personal information secure

We take the privacy of our customers very seriously and a range of robust policies, processes and physical and technical measures are all in place to control and safeguard access to, and use of, personal information associated with TfL's management and operation of the Dial-a-Ride transport service.

Sharing personal information

TfL uses external service providers to assess eligibility for Dial-a-Ride membership, provide a computerised booking and scheduling system, to undertake customer satisfaction surveys, to distribute in-house information about the Dial-a-Ride service and to provide a small proportion of journeys.

If you have a query about your application or use of the Dial-a-Ride services, and would like a third party to contact us on your behalf, we will only deal with them with your written permission. This is the case even if the person is your carer, partner or spouse, a member of your family, living at the same address as you, or your legal representative.

In some circumstances, disclosures of personal data to the police (and other law enforcement agencies) are permitted by the Data Protection Act 1998 (DPA), if they relate to the prevention or detection of crime and/or the apprehension or prosecution of offenders. Before any such disclosure takes place, the police are required to demonstrate that the personal data concerned will assist them in this respect. Each police request to TfL is dealt with on a strict case-by-case basis to ensure that any such disclosure is lawful and in accordance with the DPA.

Overseas processing

TfL and its service providers do not currently process any personal information relating to the administration and operation of Dial-a-Ride outside the European Economic Area (EEA).

Accessing your personal information

For more information about how to access your personal information held by Dial-a-Ride, please see Access your data.

Dial-a-Ride privacy notice

Transport for London (TfL), its subsidiaries and service providers, will use your personal information for the purposes of customer services and administration (including assessing and reviewing your eligibility to receive the Dial-a-Ride service), the provision of travel related information, customer research and fraud prevention. By providing us with your personal data, including sensitive personal data such as on your health, you consent to the collection and use of any information you provide in accordance with the purposes listed above. Your personal information will be properly safeguarded and processed in accordance with the requirements of the Data Protection Act 1998.

In certain circumstances, TfL may also share your personal information with the police and other law enforcement agencies for the purposes of the prevention or detection of crime.


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