FOI request detail

Tfl announcement

Request ID: FOI-0996-1718
Date published: 15 August 2017

You asked

Dear Sir/Madam, I recently read the media article below regarding Tfl changing their announcement from 'ladies and gentlemen' to 'hello everyone'. Please could I request the following information under the Freedom of Information Act: - How much has it cost Tfl to change/adapt their announcements across the transport network following the change to 'hello everyone'? - How much has it cost Tfl to retrain/brief staff and update relevant guidance/documents/handbooks in light of this change? - How many complaints have Tfl had in the last 3 years about the use of the announcement 'ladies and gentlemen'?

We answered

TfL Ref: FOI-0996-1718


Thank you for your request received by Transport for London (TfL) on 27 July 2017 asking for information about Tube announcements.


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 hold some of the information you require.


However, to provide the information you have requested would exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004.


Under section 12 of the FOI Act, we are not obliged to comply with a request if we estimate that the cost of determining whether we hold the information, locating and retrieving it and extracting it from other information would exceed the appropriate limit. This is calculated at £25 per hour for every hour spent on the activities described.


We do not record complaints and correspondence on this subject separately and so there is no way of extracting this data other than to manually review all of our complaints and correspondence data and then extract and collate any that are relevant to your request. Manually reviewing such a significant amount of records across this timeframe would vastly exceed this limit.


To help bring the cost of responding to your request within the £450 limit, you may wish to consider narrowing its scope so that we can more easily locate, retrieve and extract the information you are seeking. For example, you may wish to limit your request to a particular document, or correspondence specifically with a named body, as opposed to general complaint/correspondence data.


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


Yours sincerely


Lee Hill

Senior FOI Case Officer


FOI Case Management Team

General Counsel

Transport for London


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