FOI request detail

Disability access complaints

Request ID: FOI-1366-1920
Date published: 03 September 2019

You asked

I would like to know how many disability access complaints were made to TfL for the following years: 2012/13, 2013/14, 2014/15, 2015/16, 2016/17 and 2017/18.

We answered

TfL Ref: 1366-1920

Thank you for your request received by Transport for London (TfL) on 7 August 2019 asking for information about complaints about disability access across our transport network for years 2012/13, 2013/14, 2014/15, 2015/16, 2016/17 and 2017/18.

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

Unfortunately, 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 have estimated that it would significantly exceed the cost limit to provide a response to your current request.

We record complaints about disability access under the wider category of ‘Accessibility Related’ – which would include non-disability issues such as people with pushchairs or suitcases. Therefore we are unable to provide the specific information you have requested without manually reviewing thousands of complaints that relate to accessibility issues and then extract and collate those that are relevant to your request.  Additionally, we changed our correspondence reporting systems towards the end of July 2017 and so the two data sets before and after this change are largely not comparable.

You may want to look at the information on transport accessibility and the services available which is available on our website using the following link:

I am sorry that we are unable to answer your request. If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Sara Thomas

FOI Case Management Team

General Counsel

Transport for London

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