TfL Ref: FOI-1717-2425
Thank you for your email received by TfL on 19 August 2024. You have asked for information about ULEZ charges.
Your request has been considered in accordance with the requirements of the Environmental Information Regulations and our information access policy. I can confirm that we hold some of the information you require.
Specifically you asked:
1. The total number of incorrect ULEZ charges issued in the past 3 years, broken down by year.
2. The number of complaints received regarding incorrect ULEZ charges in the past 3 years, broken down by year.
The process for claiming that a ULEZ charge has been incorrectly applied is via the Auto Pay charge dispute process rather than the complaints procedure.
Auto Pay is used to pay charges relating to all our Road User Charging schemes and while we record the number of disputes, we do not record which scheme the disputed payment relates to so do not hold this information.
However, between 1 January 2021 and 28 August 2024 we received 10,520 Auto Pay disputes from customers claiming they have been incorrectly billed for a daily payment charge payment. To put this information into context we process over 60,000 Auto Pay charges a day.
| Year | Auto Pay disputes |
| 2021 | 3,319 |
| 2022 | 2,589 |
| 2023 | 2,473 |
| 2024 (up to 28 August 2024) | 2,139 |
| Total | 10,520 |
3. The average time taken to resolve disputes related to incorrect ULEZ charges.
Over the three year period it has taken an average of 5 days to respond to a charge dispute.
4. The detailed process for matching vehicle registration numbers to ULEZ charges, including any margin for error in the system.
When a vehicle enters the charging zone our ANPR cameras capture the vehicle registration details. After the three-day charge payment period has expired, we use our compliance database to establish whether a charge is payable for that vehicle. i.e. is the vehicle compliant with the ULEZ emission standards or is it exempt or 100% discounted. When it is established that the charge is payable, and the vehicle is listed on an Auto Pay account the charge is then applied to the account.
5. The full, current data retention policy for all ULEZ-related data, including but not limited to images, transaction records, and dispute records.
6. Any internal audits or reviews conducted in the past 3 years regarding the accuracy of ULEZ charging systems.
7. The number of cases where TfL has refunded charges beyond the standard 90-day dispute period due to system errors or incorrect charges.
We do not hold this information.
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.
Yours sincerely,
Eva Hextall
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
