FOI request detail

Policy for staff on challenging those without masks

Request ID: FOI-0919-2021
Date published: 16 September 2020

You asked

I would like to see the written document sent out to all barrier staff on the London underground network with relation to challenging those not wearing a mask. What, exactly, were they told to do?

We answered

Our Ref: FOI-0919-2021

Thank you for your request received on 27 August 2020 asking for information about the policy for staff approaching customers not wearing face coverings.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we do hold the information you require.

Enforcement of face masks on London’s Rail networks, including London Underground, London Overground and Docklands Light Railway is carried out by the British Transport Police (BTP) or our internal teams with relevant enforcement powers, such as the Revenue Control Team and Compliance Policing and On Street Service (CPOS) Operations Officers for buses and trams. However, please find extracts below from our FAQ on face-coverings for London Underground frontline staff, that summarises the advice given to staff on customers wearing face coverings. In short, the role of station staff is to advise and explain. We stepped up our enforcement of the requirement to wear a face covering from 4 July.

What do I do if I see a customer not wearing a face covering on the network?

When engaging with customers assess the situation and approach the person/persons if you think it is safe to do so. Politely remind them that it is a requirement to wear a face covering on public transport at all times. Remember to social distance when speaking with customers.

Encourage the customer to make their provisions for future journeys by providing them with a copy of the TfL comms leaflet given to stations on how to make their own face covering. Encourage them to purchase a face covering from local retailers if known near the station or stop.

Who will be enforcing the wearing of face coverings?

Initially we will be engaging with customers and explaining that there is a requirement to wear a face covering on public transport. Once customers are aware of and understand the requirement, our colleagues with appropriate enforcement powers and training will work alongside the police to enforce it under the relevant legislation.

If this is not the information you are looking for, or if you are unable to access it for some reason, please feel free to contact me.

The impact of current circumstances on TfL’s resources means we are not able to answer FOI requests readily and we ask that you please do not make a request to us at present.

Answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. In any event, please note that our response time will be affected by the current situation.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Gemma Jacob
Senior FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]

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