Freedom of Information request - London congestion charge Monthly Auto Pay Statement
Request ID: FOI-1587-1920
Date published: 06 January 2020
You asked
Dear Transport for London,
Every month you send me a "Monthly Auto Pay Statement". The link is to a logon page but it is not obvious how you navigate to the actual statement page. And, when I do get there, my statement usually has 19 rows which are all "0.00". So every month it takes me 10 minutes to check that I have not been charged incorrectly.
1. How many statement emails do you send out per month?
2. How many of these are for statements where the total due is £0.00?
3. If it takes 10 minutes per recipient to view the statement, how many man days are wasted each year checking £0.00 statements?
4. How many calls do you get to your congestion charge website helpline each month?
5. Have you considered adding a note to the email either a) with the statement total or b) if all 19 rows are £0.00?
6. What was the result of the consideration in question 5?
We answered
TfL Ref: 1587-1920
Thank you for your request received by us on 23 August 2019 asking for information about the Congestion Charge scheme’s monthly Auto Pay statement system.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm that we hold some of the information you require. You asked for:
1. How many statement emails do you send out per month?
Please see the attached table detailing the amount of email statements we have sent to our registered customers for every calendar month and for each account type:
2. How many of these are for statements where the total due is £0.00?
The table attached lists the monthly volume of statements issued via email with zero value:
3. If it takes 10 minutes per recipient to view the statement, how many man days are wasted each year checking £0.00 statements?
There is no requirement for us to record this data and we do not hold this information.
4. How many calls do you get to your congestion charge website helpline each month?
We do not have a specific ‘website helpline’ and do not record individual website queries. However, the table attached provides the number of account based telephone enquiries that we have received from customers.
5. Have you considered adding a note to the email either a) with the statement total or b) if all 19 rows are £0.00?
This would require a change to our system and there are no current plans in this regard.
6. What was the result of the consideration in question 5?
Not applicable; please see our response to Question Five.
If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.
Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.
Yours sincerely
Jasmine Howard
FOI Case Officer
Information Governance
Transport For London
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