Fleet Auto Pay is changing
From Monday 26 September we are implementing a number of changes to your Fleet Auto Pay account.
Please note that our website and contact centre will be unavailable from Thursday 22 September 2016 to Monday 26 September 2016 while we make these changes. You will be unable able to access your account, upload or change vehicles, or make any other changes during this period. We apologise for any inconvenience this may cause.
As an existing customer what does this mean for you?
Changes to account users:
- The Relationship Manager/Administrator will now be referred to as the 'Account holder' and an Authorised User as an 'Account user'. The roles and access levels remain unchanged
- In addition to the account holder, a maximum of five (5) account users can be added to help you manage your account online. You can add/amend/delete account users by logging in to your account. Only minimal information about the account users will be captured and stored. This will be the account user's full name and either a contact number or email address
- We will only hold the account holder's address. If another address is provided for direct debit instruction, this will not be stored
Changes to the way we communicate with you and changes to your statement:
- We have changed the format of your email notifications - the email 'subject' line will now identify whether or not any action is required on your part
- Statements will be sent to you via email only. Statements will initially not be available online
- We have changed the format and look of your statements and letters
- The format of your statement numbers will change and they will no longer be sequential
- Each statement will detail the usage charges incurred by any registered vehicles that have been detected within the Congestion Charge zone during charging hours for that statement period
- Your account with Congestion Charge will become known as the London Road User Charging account, commonly referred as your LRUC account. Look out for this in future communications from us
Changes to payment collection:
- The payment collection period will change from 21 calendar days to 5 working days. This means that your payment will be taken five working days after your statement is issued
- Dependent on your statement date and its proximity to 26 September 2016, your September statement period might be shorter and this shortfall will be reflected in your next statement. Your collection date will be detailed on your statement
Changes to online:
- The design of our website has changed, improving customer navigation and messaging
- We have improved the file and sort function of viewing your fleet vehicle lists
- Please use your existing Customer ID and password to sign in
Changes to account suspension and closure terms:
- If you close your Fleet Auto Pay service it cannot be re-opened. You will need to reapply for a new Fleet Auto Pay service
- The period between account suspension and closure has changed. The service will be suspended 5 working days after the pre-suspension notification is issued, and will be closed 5 working days after the issue of the suspension notification
- We will send you a closing statement by email after your Fleet Auto Pay service has been closed. This statement will be followed by a payment collection for the remaining balance, if applicable
- Details of any debt outstanding if the Fleet Auto Pay Service is closed will be passed to a Debt Recovery Agent for collection
Changes to vehicles and ad hoc charges:
- The system will not allow you to reduce the number of vehicles registered to your account to fewer than six (6)
- Any ad hoc Congestion Charges paid through Fleet Auto Pay are charged at the reduced rate of £10.50 and are added to your next statement. The number of ad hoc charges you may pay through your account each billing period is limited to the number of vehicles registered to your Fleet Auto Pay account during the same period. For example, if you have 50 registered vehicles, then 50 ad hoc charges may be paid at the reduced rate through your account during that billing period. From 26 September 2016, you will not be able to exceed this allowance and it cannot be increased. You will be able to view the number of remaining ad hoc charges you are able to pay by logging into your account online and navigating to the 'Pay Ad hoc Charge' screen
Please note that the last date you will be able to make changes to your account, including vehicle uploads, until after the system has been updated will be Wednesday 21 September 2016.
As a result of these changes the Fleet Auto Pay Terms and Conditions have been updated. Continued use of the Fleet Auto Pay Service after notification of this change shall constitute acceptance of the changed Terms and Conditions.
If you have any questions, please call us on 020 7649 9860 (TfL call charges).
London Road User Charging: Congestion Charging Fleet Auto Pay service Terms and Conditions
These terms and conditions apply to the Congestion Charging Fleet Auto Pay service and should be read in conjunction with the General Terms and Conditions.
Glossary of terms
In these terms and conditions, the following words and phrases in bold will have the meanings shown next to them.
Account Holder - Business Account means a senior employee of the company who will hold the necessary authorisation to accept these terms and conditions on behalf of the company, and those terms and conditions associated to any additional Services added. The Account Holder will also act as the senior contact point between TfL and the company, and will be responsible for issue resolution and for the purpose of these terms and conditions, is referred to as you.
Account User - means a person who has been nominated by you (or an authorised representative), to act as an authorised representative, and has access to, and ability to manage the account on your behalf.
Ad hoc Congestion Charge(s) means you can pay a Congestion Charge at the reduced rate via your CC Fleet Auto Pay account for a limited number of non-Registered Vehicles.
Annual Vehicle Registration Charge means the charge payable to us every year for each vehicle registered on your CC Fleet Auto Pay service.
Billing Period in relation to CC Fleet Auto Pay means one month or any other period we may decide and give on our Congestion Charging website. In each case the Billing Period will begin on the day that we accept an application to register for a CC Fleet Auto Pay service or any other day we may choose to accept. The first Billing Period may be shorter than one month depending on which day of the month has been chosen by us to produce your statement.
Charging Day means every day of the year except:
- Public and Bank holidays in England and Wales
- A Saturday or a Sunday
- All charging days between Christmas Day and New Years Day (inclusive)
Congestion Charge means the charge under Article 6 of the Congestion Charging Scheme Order.
Congestion Charging Fleet Auto Pay (CC Fleet Auto Pay) means the service that automatically charges the Fleet Operator when they use a Registered Vehicle in the zone during charging hours. The Fleet Operator is billed monthly and payments must be made for the service to remain active.
Congestion Charging Scheme Order means the Greater London (Central Zone) Congestion Charging Order 2004, as varied.
Direct Debit means the agreement between you and us, for the purposes of taking Congestion Charge Fleet Auto Pay payments direct from your bank account.
Discount and Discounted refers to a reduced rate vehicle registered under Article 9 of the Congestion Charging Scheme Order.
Fleet Operator means the organisation accepting these Terms and Conditions as stated in the Declaration.
Notification Statement means the notice we send you telling you the amount due for payment on the billing day. It contains a statement of the charges that make up that amount.
Registered Keeper means:
(a) for a vehicle registered in the United Kingdom, the person whose name the vehicle is registered in under the Vehicle Excise and Registration Act 1994; or
(b) For any other vehicle, the person who keeps the vehicle.
Registered Vehicle means any vehicle bearing a unique Vehicle Registration Mark (VRM) that you have registered to your CC Fleet Auto Pay service.
Registration means providing information you must give us for the purposes of applying for a Discount, payment or other Services We provide.
Registration Charge means the charge you pay to us to register a vehicle for Congestion Charging Fleet Auto Pay service.
Service means a facility available to you if you have an active customer account with us.
We, us means Transport for London.
Working Days means any day other than Saturday, Sunday or a public holiday, in England.
You, means the person who agrees to these terms and conditions.
11.0 Congestion Charging Fleet Auto Pay service - terms and conditions
CC Fleet Auto Pay is only available for you to pay the Congestion Charge. You cannot pay the London Low Emission Zone Charge or any other TfL charge or payment using this Service.
11.1 Eligibility for a Congestion Charging Fleet Auto Pay service
To be eligible for a CC Fleet Auto Pay service you must meet the following conditions:
(a) You must have and register a fleet of six or more vehicles
(b) Your vehicles must be controlled and managed by you or a Fleet Operator and used principally for the purposes of a business or by a person to whom the Fleet Operator is a contractor
(c) You must hold a UK bank account for the purposes of making CC Fleet Auto Pay payments by Direct Debit
11.2 Registration and Registration Charges
You must register for the CC Fleet Auto Pay service by completing an online Registration.
11.2.1 You must register a Business Account. (The account must be set up in the name of the business, with a named individual as the Account Holder. The Account Holder is responsible for payment of any charges through the CC Fleet Auto Pay service).
11.2.2 You must pay the first Annual Vehicle Registration Charge to us for each vehicle you add as a Registered Vehicle. This charge is valid for one year from the date you register the vehicle.
11.2.3 The first Annual Vehicle Registration Charge will appear on your first CC Fleet Auto Pay Notification Statement.
11.2.4 You must pay to renew each Registered Vehicle on the anniversary of when it was added to your CC Fleet Auto Pay as a Registered Vehicle. The Registration Charge(s) will appear on the first Notification Statement following the renewal date. The charge is valid for a further year.
11.2.5 If you remove your vehicle from your CC Fleet Auto Pay account before the renewal date you will not be charged the Annual Vehicle Registration Charge.
11.2.6 We will not refund Annual Vehicle Registration Charges.
11.3 Paying charges
11.3.1 You must pay us the Congestion Charges for each Registered Vehicle (and where applicable the Ad-hoc charges) for every day of driving within the Congestion Charging zone on a Charging Day during charging hours.
11.3.2 There will be at least five Working Days between the date of the Notification Statement and when we take your payment by Direct Debit.
11.3.3 If you dispute a charge(s) you must still make payment of the full outstanding balance. If we decide that your dispute is valid, we will credit your CC Fleet Auto Pay account. Our decision will be final. Further information on disputing a charge(s) can be found in section 11.6.
11.3.4 You must provide the vehicle registration number for each vehicle for which you want to add an Ad-hoc Congestion Charge(s) by midnight on the day of travel.
11.3.5 The number of Ad-hoc Congestion Charge(s) that you may add each Billing Period is limited to the number of Registered Vehicles on your CC Fleet Auto Pay account e.g. if you have 50 Registered Vehicles, then 50 Ad-hoc Congestion Charge(s) may be added in any Billing Period.
11.3.6 You may add Ad-hoc Congestion Charge(s) on the same day of travel or for a date in the future (maximum 65 charging days in advance).
11.4 Registered Vehicles
11.4.1 You are responsible for giving us accurate and up-to-date vehicle information. You can do this online, by phone or by post.
11.4.2 We will not accept any responsibility for any information lost while it is being sent. You are responsible for the security of the information you provide until we receive it.
11.4.3 A vehicle can only be registered to one Congestion Charge Auto Pay service at any one time. If you attempt to register a vehicle on more than one Congestion Charge Auto Pay service, then preference will be given to the Registered Keeper of the vehicle.
11.4.4 If you add a vehicle to the CC Fleet Auto Pay online, or by phone, it will apply from the day we receive your request. If you remove a vehicle from the CC Fleet Auto Pay service, you will still be responsible for any Congestion Charges during the Billing Period that the Registered Vehicle was on your CC Fleet Auto Pay service.
11.4.5 If you remove a Registered Vehicle online, it will be removed on that day. You will be responsible for the Congestion Charge on the day you remove the vehicle if this vehicle is driven within the zone on that day.
11.4.6 If you send us a letter to make a change to a Registered Vehicle and we agree to the change, this will appear on your CC Fleet Auto Pay service within 10 Working Days of us receiving your request. We will let you know the date of the change via email. Until you receive this you must continue to pay the daily charge in another way.
11.4.7 You must maintain a fleet of six or more vehicles on your CC Fleet Auto Pay.
11.4.8 If you are not the Registered Keeper for the vehicle(s) attached to the CC Fleet Auto Pay, it is your responsibility to inform the Registered Keeper, or any other driver, that you are paying the Congestion Charge and/or any penalty charge notices relating to that vehicle.
11.5 Notification Statements
We will tell you in your Notification Statement how much you owe us and when we will take payment.
11.5.1 Your Notification Statement details CC Fleet Auto Pay Registered Vehicles detected within the Congestion Charging zone during charging hours that have been processed within the relevant Billing Period.
11.5.2 There will be five Working Days between the date of the Notification Statement and when we take your payment by Direct Debit.
11.5.3 Your payment will appear on your CC Fleet Auto Pay account no later than seven Working Days after we take payment.
11.5.4 If you have no vehicle detections or any other activity for two or more consecutive Billing Periods We will not send you a Notification Statement.
11.5.5 Images of your vehicle will not be retained for longer than is necessary to resolve any outstanding charge disputes.
11.5.6 We may decide not investigate any dispute that is not made within a reasonable period of the date of the payment that include the disputed charge(s).
11.5.7 Due to processing times not all detections will appear in the current Notification Statement, where this happens the detections will appear in the next Billing Period.
11.6 Disputing a charge(s)
11.6.1 If you dispute a charge(s) you must:
a)Continue to make full payment of the outstanding balance.
b)Contact us by email or telephone within 60 days from the date of your statement containing the disputed charge(s).
11.6.2 We will let you know the outcome of your charge dispute.
11.6.3 If we accept the dispute, we will credit your CC Fleet Auto Pay account within 10 Working Days at the value of the disputed charges.
11.6.4 If we do not accept the dispute we will let you know via email. Our decision is final.
11.6.5 If you have an outstanding dispute we will keep the images until we have resolved the query.
11.7 Grounds for suspension of the service
11.7.1 We may suspend the CC Fleet Auto Pay service if any of the following happen:
- You fail to pay any amounts due, after we have sent you a request for payment
- We have been unable to collect a Direct Debit payment
- We carry out validation checks and decide that your vehicles are not eligible
- You do not meet any of the conditions in clause 11.1
- You do not accept amendments to this agreement
- You do not comply with the terms and conditions of this agreement
11.8 Pending suspension process
11.8.1 Prior to suspending your CC Fleet Auto Pay service we will send you a pending suspension notice via email. This notice will explain the reason we intend to suspend the service and the date this will take effect.
11.8.2 You can still continue to drive into the Congestion Charging zone and add usage charges to your CC Fleet Auto Pay service until the day of suspension.
11.8.3 We will not produce further Notification Statements or attempt to collect payment.
11.8.4 Beginning with the date on the pending suspension notice, you have five Working Days to contact us, to resolve the situation.
11.8.5 If you contact us during the five Working Days from the date of the pending suspension notice, you will need to pay the full outstanding balance on your CC Fleet Auto Pay service at that time.
11.8.6 When you pay the outstanding balance, your CC Fleet Auto Pay service will remain active and normal notification and collection cycles resume.
11.8.7 If you do not pay the full outstanding balance by the date stated on the pending suspension notice, your CC Fleet Auto Pay service will be suspended.
11.9 Suspension process
11.9.1 We will send you a suspension notice via email confirming your CC Fleet Auto Pay service is suspended.
11.9.2 If you continue to drive into the Congestion Charging zone from the date of suspension, no usage charges will be debited to the CC Fleet Auto Pay and you will have to find alternative ways to pay the charge. If you travel in the zone without purchasing a charge the Registered Keeper of the vehicle may receive a penalty charge notice.
11.9.3 Beginning with the date on the suspension notice, you have five Working Days to contact us to resolve the situation.
11.9.4 If you contact us during the five Working Days from the date of suspension, you will be requested to pay the full outstanding balance on your CC Fleet Auto Pay service at that time.
11.9.5 When you pay the outstanding balance, your CC Fleet Auto Pay service will be reactivated and normal notification and collection cycles resume.
11.9.6 If you do not pay the full outstanding balance by the date on the suspension notice your CC Fleet Auto Pay service will be closed
11.10 Closure process
11.10.1 We will send you a closure notice via email confirming your CC Fleet Auto Pay service is closed. This notice will request you make payment of the full outstanding balance.
11.10.2 If you continue to drive into the Congestion Charging zone from the date of the closure notice, no usage charges will be debited to the CC Fleet Auto Pay and you will have to find alternative ways to pay the charge. If you travel in the zone without purchasing a charge the Registered Keeper of the vehicle may receive a penalty charge notice.
11.11 Following closure of the service
11.11.1 Within the next Billing Period, You must pay us any money you still owe us or we will credit you with any money we may owe you.
11.11.2 If we have closed your CC Fleet Auto Pay service because you owe us money, we may keep your records until the debt has been paid.
11.11.3 If you owe us money or have committed fraud, we may pass your details to law enforcement or debt collection agencies.
11.11.4 If you continue to drive into the Congestion Charging zone following closure of your CC Fleet Auto Pay service you will need to pay the appropriate Congestion Charge in full, using another method of payment. The Registered Keeper of the vehicle is responsible for any penalty charge notice issued as a result of not paying the charge.
11.11.5 You can request a new CC Fleet Auto Pay service, which will be subject to the same Registration and Registration Charges detailed in 11.2. You must register a valid payment method and pay a £10
administration charge for every vehicle you add as a Registered Vehicle, the administration charge(s) will appear on your first notification statement issued 10 working days following the date of the activation of the service. We reserve the right to refuse this request and our decision is final.
11.11.6 If you want to end your CC Fleet Auto Pay service, you must contact us in writing and ask us to close your account. Your agreement will end when the final balance has been paid in full. We will send you a closing statement via email.
11.11.7 We will keep your records for 13 months after we close a CC Fleet Auto Pay service (for whatever reason). After that period, we will only keep a summary of the information.
11.12.1 We reserve the right at any time to withdraw the CC Fleet Auto Pay service.
11.12.2 Prior to terminating your CC Fleet Auto Pay service we will send you a termination notice via email. This notice will explain the reason we intend to terminate the service and the date this will take effect (in circumstance of termination due to fraud, we will terminate the service immediately).
11.12.3 You can still continue to drive into the Congestion Charging zone and add usage charges to your CC Fleet Auto Pay service until the day of termination.
11.12.4 We will not produce further Notification Statements or attempt to collect payment.
11.12.5 If you object to the termination of your CC Fleet Auto Pay service, beginning with the date on the termination notice, you have five Working Days to contact us.
11.12.6 If you contact us during the five Working Days from the date of the termination notice, you will need to pay the full outstanding balance on your CC Fleet Auto Pay at that time.
11.12.7 If we do not accept your objection we will let you know via email. Our decision is final.
11.12.8 If you continue to drive into the Congestion Charging zone from the date of the termination notice, no usage charges will be debited to the CC Fleet Auto Pay and you will have to find alternative ways to pay the charge. If you travel in the zone without purchasing a charge the Registered Keeper of the vehicle may receive a penalty charge notice.
11.12.9 If the service is terminated due to fraud, we may close, Barr or permanently ban any or all other CC Fleet Auto Pay Services held by the Fleet Operator or any member of the Group.
11.13.1 We and the Fleet Operator acknowledge that the agreement does not constitute, create or give effect to:
- Joint ventures
- Pooling arrangements
- Principal/agency relationships
- Formal business arrangement
The CC Fleet Auto Pay service does not allow either party to enter into any formal business partnership of any kind, without the other parties' express written permission. You, your agents, employees or contractors cannot at any time claim to be our employee.
11.13.2 You must maintain high standards of business ethics and practices.
You should conduct yourself in such a way as to not bring yourself, other stakeholders or Congestion Charging into disrepute.
11.13.3 Both parties should ensure that they make all reasonable efforts to be cooperative and work together, to ensure that Congestion Charging and the CC Fleet Auto Pay service operate efficiently.
11.13.4 You must notify us immediately in writing if and when you become aware of any conflicts of interests in relation to your CC Fleet Auto Pay.
11.13.5 You must notify us in writing of any change of Account Holder. This letter must confirm:
- The name of the new Account Holder
- The signature of the new Account Holder
- A witness to the signature of the new Account Holder (the witness must be a senior member of the Fleet Operator, or at least the equivalent position to the Account Holder, and must verify the identity of the new Account Holder)
11.13.6 You can add up to 5 Account Users to administer the Account. It is your responsibility to ensure that the Account Users manage the Account in accordance with the terms and conditions.
11.14 Disclaiming legal responsibility
11.14.1 We will not be responsible for any loss or damage you may suffer in relation to the CC Fleet Auto Pay service, except for direct loss or damage caused by our negligent acts or failure to act or if We break our responsibilities under the agreement.
11.14.2 Nothing in this clause limits our legal responsibility for causing death or personal injury as a result of negligence.
11.14.3 In no circumstances will we be responsible to you for indirect loss or loss or damage arising as a consequence of any action taken under these terms and conditions, or for loss of revenue, savings, profits or goodwill.