Complaints Regarding Drivers Using Hand Held Devices
Request ID: FOI-1630-2223 Date published: 31 October 2022
You asked
The request is for the number of complaints received by TfL Taxi & PH for using hand held credit card (unapproved) machines in the past 12 months by taxi drivers.
Complaints made by customers regarding taxi drivers using hand held credit card (unapproved) units/machines.
We answered
Our Ref: FOI-1630-2223
Thank you for clarifying your request asking for information about complaints regarding private hire drivers using hand held devices.
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.
All taxi drivers must accept card and contactless payments via the approved TfL fixed card payment device located in the passenger compartment and provide printed receipts for those payments upon request. Handheld payment devices do not meet the licensing requirements and are regarded as unapproved devices.
We have received 30 complaints from customers regarding taxi drivers using hand held credit card (unapproved) units/machines in the past 12 months.
Please note, in determining your request we have considered a wide range of keyword searches of complaint logs to locate and collate complaints mentioning hand held card payment devices, however this search is not 100 per cent accurate and there may be additional complaints that were not located.
If this is not the information you are looking for please feel free to contact me.
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
